,COMPETENCY-BASED CURRICULUM

TOURISM
Food and Beverage Services NC II
INSTITUTO CENTRO ASIA
2/F Llamas Bldg. 113 AB Fernandez West, Brgy. I Dagupan City, Pangasinan
DEVELOPED BY

MS. PAQUITO M. DECELIS

 TESDA-OP CO-01-F11
(Rev.No.00-03/08/17)

COMPETENCY-BASED CURRICULUM

A. Course Design
Course Title : Food and Beverage Services NC II
Nominal Duration : 356 hours

Estimated Number of Hours for Offline /Distance Learning Face to face Learning
Blended Offline Learning Activities Activities Activities
Basic Competency 14 hours 4 hours
Common Competency 14 hours 4 hours
Core Competency 193 hours 127 hours

Qualification Level : National Certificate II

Course Description : This course is designed to enhance the knowledge, skills and attitude in FOOD AND BEVERAGE SERVICES NC II in accordance with
industry standards. It covers core competencies on cleaning bar areas, operating a bar, preparing and mixing of cocktails, providing link between kitchen and
service areas, providing room service, providing food and beverage service, developing and updating of food and beverage knowledge and providing wine
services. It covers the basic, common and core competencies.

To complete the course, all units prescribed for this qualification must be achieved:

Entry Requirements :
This section specifies the qualifications of trainees and educational experience. Other requirements like health and physical
requirements are also stated. Passing entry written examinations may also be indicated if necessary.

 With good moral character;

 Able to communicate both orally and in writing
 Physically fit and mentally healthy as certified by a Public Health Officer
 Can communicate basic English both oral and written
 At least completed the 10-year basic education
 Can perform basic mathematical computation.
B. Course Structure

Unit of Competency Module Title Learning Outcomes Nominal Hours

18
Basic Competencies Distance Face to
Learning face
1. Participate in 1.1 Participating in workplace 1.1.1 Obtain and convey workplace information.
workplace communication 1.1.2 Complete relevant work-related documents. 4 1
communication 1.1.3 Participate in workplace meeting and
discussion.
2. Work in a team 2.1 Working in a team 2.1.1 Describe and identify team role and
environment environment responsibility in a team. 3 1
2.1.2 Describe work as a team.

3. Practice career 3.1 Practicing career 3.1.1 Integrate personal objectives with
professionalism professionalism organizational goals. 3 1
3.1.2 Set and meet work priorities.
3.1.3 Maintain professional growth and
development.
4. Practice 4.1 Practicing Occupational 4.1.1 Evaluate hazards risks.
Occupational Safety Safety and Health Policies 4.1.2 Control hazards risk 4 1
and Health Policies And Procedures 4.1.3 Maintain occupational health and safety
And Procedures awareness
4.1.4 Practice basic housekeeping procedures

Unit of Competency Module Title Learning Outcomes Nominal Hours

18
Common Competencies Distance Face to
Learning face
1. Develop and 1.1 Developing and 1.1.1 Identify and access key resources of
update industry update industry information on the industry.
knowledge knowledge 1.1.2 Access, apply and share industry 2 1
information
1.1.3 Update continuously relevant
industry knowledge
2. Observe 2.1 Observing workplace 2.1.1 Practice personal grooming and 2 1
workplace hygiene hygiene procedures hygiene
procedures 2.1.2 Practice safe and hygienic handling,
storage and disposal of food beverage, and
materials
2.1.3 Identify and respond to hygienic risk
2.1.4 Cleaning and disinfectant

3. Perform 3.1 Performing Computer 3.1.1 Plan and prepare for task to be 3 1
Computer Operations undertaken
Operations 3.1.2 Input data into computer
3.1.3 Access information using computer
3.1.4 Produce output data using computer
system
3.1.5 Maintain computer equipment and
system
4. Perform workplace 4.1 Performing workplace 4.1.1 Follow workplace procedures for health,
and safety practices and safety practices safety and security practices 3 1
4.1.2 Deal with emergency situations
4.1.3 Maintain safe personal presentation
standards
5. Provide effective 5.1 Providing effective 5.1.1 Greet Customer
customer service customer service 5.1.2 Identify customer needs 4 0
5.1.3 Deliver Service to customer
5.1.4 Handle queries through telephone, fax
machine, internet and email
5.1.5 Handle complaints, evaluation
Unit of Competency Module Title Learning Outcomes Nominal Hours
320
Core Competencies Distance Face to
Learning face
1. Prepare the 1.1 Preparing the Dining and 1.1.1 Take table reservations
Dining and Take Take Food and Beverage 1.1.2 Prepare service stations and 25 10
Food and Beverage Services equipment
Services 1.1.3 Set-up the tables in the dining area
1.1.4 Set the mood/ambiance of the dining
area
2. Welcome guests 2. Welcoming guests and 2.1.1 Welcome and greet guests
and take food and take food and beverage 2.1.2 Seat the guest
beverage orders orders 2.1.3 Take food and beverage orders
2.1.4 Liaise between kitchen and service 30 10
areas

3. Promote Food 3. Promoting Food and 3.1.1 Know the product

and Beverage Beverage Products 3.1.2 Undertake Suggestive selling
Products 3.1.3 Carry out Up Selling strategies 36 24

4. Provide Food and 4. Providing Food and 4.1.1 Serve food orders
Beverage Services Beverage Services to 4.1.2 Assist the diners
to Guest Guest 4.1.3 Perform banquet or catering food 45 30
service
4.1.4 Serve Beverage Orders
4.1.5 Conclude Food Service and close
dining area
5. Provide Room 5. Providing Room Service 5.1.1 Take and Process Room Service
Service Orders
 5.1.2 Set up Trays and Trolleys
5.1.3 Present and Serve Food and Beverage 45 45
Orders to Guest
5.1.4 Present Room Service Account
5.1.5 Clear away room Service Equipment
6. Receive and 6. Receivng and Handle 6.1.1 Listen to the complaint
Handle Guest Guest Concerns 6.1.2 Apologize to the guest
Concerns 6.1.3 Take proper action on the complaint 12 8
6.1.4 Record Complaint

C. Assessment Methods:
 Written Test
 Demonstration with oral questioning
 Interview
 Portfolio

D. Training Delivery:

( Face to face Learning)

 Modular/self-paced learning
 Peer teaching/mentoring
 Demonstration
 Multi-media/video presentation
(Distance learning)
 Printed Material – CBLM, shop manual, textbook
 Video clips-Soft copy
 Videoconferencing-Group chat, google meet,,ZOOM
E. Resources:

Recommended list of tools, equipment and materials for the training of 25 trainees for Food and Beverage Services NC II

RESOURCES

TOOLS EQUIPMENT MATERIALS

Dinner plates, 10” Dining chair 50 cm X 50 cm Table napkin
Show/base plates, 12” Tray stand (optional) Module
Fish plates, 8” Waiter station cabinet Manuals
Fish plates, 8” Computer Hand outs
Dessert plates, 7” Printer VHS/CD/DVD
Cereal plates, 5” Telephone
Side plates or bread plates, 6” Fax Machine
Bouillon cups and saucers, 8-12 oz. Calculator
Teacups and saucers, 6 2/3 oz. Multi media
Demi-tasse, 3 1/3 oz.
Coffee pots, 2 pint
Tea pots, 2 pint
CUTLERIES
Dinner knives
Dinner forks
Salad knives
Salad forks
Fish knives
Fish forks
Soup spoons
Dessert spoons
Dessert forks
Teaspoons
Demi-tasse spoons
Long spoons
TOOLS EQUIPMENT MATERIALS
Cocktail forks
Service forks
Service spoons
Sauce ladles
Soup ladles
Cake servers
GLASSWARE
Red wine glasses
White wine glasses
Water goblets
TABLES
Square tables good for 4 persons
CLOTH
54”X54
90”X90”
64”X64”
72”X72”
Side towels
OTHER ACCESSORIES
Salt shakers
Pepper shakers
Pepper mills
Rectangular trays
Oval trays
Round trays
Tooth pick holders
TOOLS EQUIPMENT MATERIALS
Sugar containers
Creamer containers
Oil and vinegar containers and holders
Sauce boats
Menu cards
Order pads
Pens
Flower bases
Reservation books
Water pitchers
Plate covers
Bill folder/change trays
Ice bucket with tongs
3.5 TRAINING FACILITIES
FOOD AND BEVERAGE SERVICES NCII

Based on a class intake of 25 students/trainees, below are the space requirement & their sizes:

TEACHING/LEARNING SIZE IN AREA IN SQ. QTY TOTAL AREA

AREAS METERS METERS IN SQ.
METERS

Lecture Area 5 x 10 50 1 50

Laboratory Area 5 x 10 50 1 50

Tool Room / Storage Area 5x4 20 1 20

Wash, Toilet & Locker 2x5 10 2 10

Room
Total 130

Facilities / Equipment / 5x5 25 25

Circulation**
Total Area 155

** Area requirement is equivalent to 30% of the total teaching/learning areas

 3.6 TRAINER’S QUALIFICATIONS

To qualify as trainer for Food and Beverage Services an Servicing NC II level, a person must:

 Must be a holder of National TVET Trainers Certificate (NTTC) Level I in Food and Beverage Services NC II
 Must have at least 2 years in Industry Experience
 Must have attended and / or has been involved in Food and Beverage service, trainings, seminars, conventions or related activities in last 5 years.

*optional: only when required by hiring institution

MODULES OF INSTRUCTION
BASIC COMPETENCIES
QUALIFICATION : FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

CODE : 500311105

MODULE TITLE : PARTICIPATING IN WORKPLACE COMMUNICATION

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes required to obtain, interpret and convey information in response to workplace
requirements.

SUGGESTED DURATION : 5 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Obtain and convey workplace information

LO2. Complete relevant work related documents.

LO3. Participate in workplace meetings and discussions

.
LO1. Obtain and convey workplace information.

Assessment Criteria Contents Conditions Teaching Assessment Methods

Methods/Strategies
1. parts of speech The following resources should
1.Specific relevant infor- be provided: Distance Learning Distance Learning
mation is accessed 2. sentence construction  Reading printed Written
from appropriate materials such as examination/Quizzes
sources. 3.effective communication Distance Learning CBLM and textbooks
2.Effective questioning,  Practical
active listening and  Reading printed materials exercises/assignment
speaking skills are used such as CBLM and through
to gather and convey in- textbooks multimedia/email
formation.  Computer with Internet
3.Appropriate medium connection
is used to transfer infor-
mation and ideas.
4.Appropriate non-ver-
bal communication is
used.
5.Appropriate lines of
communication with su-
periors and colleagues
are identified and fol-
lowed.
6.Defined workplace
procedures for the loca-
tion and storage of in-
formation are used.
7.Personal interaction is
carried out clearly and
concisely.
.

LO.2 Complete Relevant work related documents

Assessment Criteria Contents Conditions Teaching Assessment Methods
 Methods/Strategies
1.Ranges of forms  Basic mathematics The following resources should
relating to conditions of  Technical writing be provided: Distance Learning Distance Learning
employment are  Types of forms  Reading printed Written
completed accurately Distance Learning materials such as examination/Quizzes
and legibly. CBLM and textbooks
2.Workplace data is  Reading printed materials  Practical
recorded on standard such as CBLM and exercises/assignment
workplace forms and textbooks through
documents.  Computer with Internet multimedia/email
3. Basic mathematical connection
processes are used for
routine calculations.
4. Errors in recording in-
formation on forms/doc-
uments are identified
and rectified.
5.Reporting require-
ments to superior are
completed according to
enterprise guidelines.

LO3. Participate in Workplace Meeting and Discussion

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Team meetings are  Sentence construction The following resources should
attended on time.  Technical writing be provided: Distance Learning Distance Learning
2.Own opinions are  Recording information  Reading printed Written
clearly expressed and Distance Learning materials such as examination/Quizzes
those of others are CBLM and textbooks
listened to without  Reading printed materials  Practical
interruption. such as CBLM and exercises/assignment
3.Meeting inputs are textbooks through
consistent with the  Computer with Internet multimedia/email
meeting purpose and connection
established protocols.
4.Workplace
interactions are
conducted in a
courteous manner
appropriate to cultural
background and
authority in the
enterprise procedures.
5.Questions about
simple routine
workplace procedures
and matters concerning
conditions of
employment are asked
and responded.
6.Meeting outcomes are
interpreted and
implemented.
QUALIFICATION : FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY : WORK IN A TEAM ENVIRONMENT

CODE : 500311106

MODULE TITLE : WORKING IN A TEAM ENVIRONMENT

MODULE DESCRIPTOR : This module covers the knowledge, skills, and attitudes required to relate in a work based environment.

SUGGESTED DURATION : 4 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Describe and identify team role and responsibility in a team.

LO2. Describe work as a team.

LO1. Describe and identify team role and responsibility in a team

Assessment Criteria Contents Conditions Teaching Assessment Methods

Methods/Strategies
1. Role and objective of  Team role. The following resources should
the team is identified.  Relationship and be provided:
2.Team parameters, re- responsibilities Distance Learning Distance Learning
lationships and respon-  Role and Distance Learning  Reading printed Written
sibilities are identified. responsibilities with materials such as examination/Quizzes
3.Individual role and re- team environment.  Reading printed materials CBLM and textbooks
sponsibilities within  Relationship within a such as CBLM and  Practical
team environment are team. textbooks exercises/assignment
identified. through
4.Roles and responsibil- multimedia/email
ities of other team
members are identified
and recognized.
5.Reporting relation-
ships within team and
external to team are
identified.

LO.2 Describe work a Team

Assessment Criteria Contents Conditions Teaching Assessment Methods

Methods/Strategies
1.Appropriate forms of  Communication The following resources should
communication and in- process be provided:
teractions are under-  Team structure / Distance Learning Distance Learning
taken. team roles  Reading printed Written
2.Appropriate contribu-  Group planning and Distance Learning materials such as examination/Quizzes
tions to complement decision making CBLM and textbooks
team activities and ob-  Reading printed materials  Practical
jectives were made. such as CBLM and textbooks exercises/assignment
3.Reporting using stan- through
dard operating proce- multimedia/email
dures followed.
4.Development of team
work plans based from
role team were contrib-
uted.
QUALIFICATION : FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM

CODE : 500311107

MODULE TITLE : PRACTICING CAREER PROFESSIONALISM

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes
in promoting career growth and advancement.

NOMINAL DURATION : 4 hours

CERTIFICATE LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must be able to:
LO 1. Integrate personal objectives with organizational goals

LO 2. Set and meet work priorities

LO 3. Maintain professional growth and development

LO1. Integrate personal objectives with organizational goals

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1.Pursue personal  Code of conduct The following resources should
growth and work plan and code of ethics be provided:
towards improving  Personal hygiene Distance Learning Distance Learning
qualifications set for  Interpersonal and Distance Learning  Practical  Portfolio
profession intrapersonal skills  Manuals and exercises/assignment  written exam
2.Maintain intrapersonal  Communication references through  Interview - Oral
and interpersonal skills  Reading printed multi-media/email
relationships in the  Fundamental rights materials such as
course of managing at work CBLM and textbooks
self, based on  Company proce-
performance evaluation. dures and stan-
3.Commitment to the dards
organization and its
goal is demonstrated in
the performance of
duties

LO2.Set and meet work priorities

Assessment Criteria Contents Conditions Teaching Assessment Methods

Methods/Strategies
1. Completing de-  Work values and The following resources should Competency in this unit may be
mands are prioritized ethics be provided: assessed through:
to achieve personal,  Company policies Distance Learning
team and organiza- Distance Learning  Practical Distance Learning
 Company
tional goals and ob-  Manuals and exercises/assignment  Portfolio through
operating references
jectives procedures and through multi media
2. Resources are uti- multi-media/email  written exam
standards
lized efficiently and ef-  Interview - oral
fectively to manage  Gender and
with priorities and Development
commitments  Personal Hygiene
3. Practice long eco-
nomic use and main-
tenance equipment
and facilities are fol-
lowed as per estab-
lished procedures.
LO3. Maintain professional growth and development
Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Trainings and career  Qualification standards The following resources should Competency in this unit
opportunities are identi- Certifications and be provided: Distance Learning may be assessed through:
fied and availed of licenses Practical
based on job require- Distance Learning exercises/assignment Distance Learning
appreciation
ments  Manuals and references through multi-media/email  Portfolio
 Participate in train-
2. Recognitions are ing programs through multi
sought/ received and media
 Awards/ rewards
demonstrated as proof  written exam
of career advancement
3. Obtain and renew li-
censes and/ or certifica-
tions relevant to job and
career
QUALIFICATION : FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES

CODE : 500311108

MODULE TITLE : PRACTICING OCCUPATIONAL SHEALTH AND SAFETYPROCEDURES

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes required to comply with the regulatory and organizational requirements for
occupational health and safety such as identifying, evaluating and maintaining OHS awareness.
.
NOMINAL DURATION : 5 hours

CERTIFICATE LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Identity hazards and risks

LO2. Evaluate hazards and risks

LO3. Control hazards and risks

LO4. Maintain occupational health and safety awareness

LO1. Identify Hazards and risks

Assessment Criteria Contents Conditions Teaching Assessment Methods

Methods/Strategies
1. Workplace hazards  Hazards and risks The following resources should Competency in this unit
and risks are identified identification and be provided: may be assessed through:
and clearly explained. control Distance Learning
2.Hazards/Risks and its Distance Learning  Practical Distance Learning
 Organizational
corresponding indica-  Facilities, materials tools and exercises/assignment Written Exam
safety and health
tors are identified in equipment necessary for the through
protocol
with the company pro- activity multi-media/email
 Threshold limit
cedures.
3.Contingency mea- value (TLV)
sures are recognized  OHS indicators
and established in ac-
cordance with organiza-
tional procedures.

LO2. Evaluate hazards and risks

Assessment Criteria Contents Conditions Teaching Assessment Methods

Methods/Strategies
1. Terms of maximum  TLV table The following resources should Competency in this unit
tolerable limits are  Philippine OHS be provided: Distance Learning may be assessed through:
identified based on standards  Practical
threshold limit values Distance Learning exercises/assignment Distance Learning
 Effects of hazards
(TLV). Facilities, materials tools and through Written Exam
in the workplace equipment necessary for the
2. Effects of hazards  Ergonomics multi-media/email
are determined. activity
 ECC regulations
3. OHS issues and
concerns are identified
in accordance with
workplace.
requirements and
relevant workplace
OHS legislation.

LO3. Control Hazards and Risks

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. OHS procedures for  Safety regulations The following resources should
controlling hazards and be provided: Distance Learning Distance Learning
risk are strictly followed. Practical Written Exam
2. Procedures in - Clean air act Distance Learning exercises/assignment
dealing with workplace - Electrical  Facilities, materials tools and through multi-media/email
accidents, fire and and fire equipment necessary for the
emergencies are safety code activity
followed in accordance - Waste
with the organization’s managemen
OHS policies. t - Disaster
3. Personal protective preparednes
equipment (PPE) is s and
correctly used in managemen
accordance with
t
organization’s OHS
procedures and
practices.  Contingency
4. Procedures in measures and
providing appropriate procedures
assistance in the event
of workplace
emergencies are
identified in line with the
established
organizational protocol.
LO4. Maintain Occupational Health and Safety Awareness
Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1.Procedures in emer- 1.Operational health and The following resources should
gency related drill are safety procedure, prac- be provided: Distance Learning Distance Learning
strictly followed in line tices and regulations Practical Written Exam
with the established or- 2.Emergency-related drills Distance Learning exercises/assignment
ganization guidelines and training  Facilities, materials tools and through multi-media/email
and procedures. equipment necessary for the
2.OHS personal records activity
are filled up in accor-
dance with workplace
requirements.
3.PPE are maintained
in line with organization
guidelines and proce-
dures.
COMMON COMPETENCIES
 QUALIFICATION : FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

CODE : TRS311201
MODULE TITLE : DEVELOPING AND UPDATE INDUSTRY KNOWLEDGE

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes required to access, increase and update industry knowledge.
NOMINAL DURATION : 3 hours

CERTIFICATE LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Identify and access key resources of information on the industry

LO2. Access, apply and share industry information

LO3. Update continuously relevant industry knowledge

LO1. Identify and access key resources of information on the industry

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1.Sources of informa- Information sources The following resources should Competency in this unit
tion on the industry  media be provided: should be assessed
are correctly identified  reference book Distance Learning through:
and accessed  libraries Distance Learning  Practical
2.Specific information  union  References and exercises/assignment Distance Learning
on sector of work is  industry associa- manuals through  written exam
accessed and up- tion  Enterprise procedures multi-media/email
 dated  internet manuals
 personal observa-  Company quality policy
tion

LO2. Access, apply and share industry information

Assessment Criteria Contents Conditions Teaching Assessment Methods

Methods/Strategies
1.Sources of informa-  Trade unions envi- The following resources should Competency in this unit
tion on the industry are ronmental issues be provided: should be assessed
accessed and applied and requirements Distance Learning through:
2. Industry information  Industrial relations Distance Learning  Practical
is correctly applied to issues and major  References and manuals exercises/assignment
day-to-day activity organization  Enterprise procedures through Distance Learning
3. Information to assist manuals multi-media/email  written exam
 Career opportuni-
effective work  Company quality policy
performance is ties
obtained.  Work ethic re-
quired to work in
the industry
 Quality assurance

LO3. Update continuously relevant industry knowledge

Assessment Contents Conditions Teaching Assessment Methods

Criteria Methods/Strategies
1.Updated knowl-  Information sources The following resources
edge is shared should be provided:
with customer and - media Distance Learning Distance Learning
colleagues - libraries/reference book Distance Learning  Practical  written exam
2. Formal and in- - union/industry association  References and exercises/assignme
formal research is - internet manuals nt through multi-
use to update gen-  Legislation that affects the in-  Enterprise media/email
eral knowledge of procedures manuals
the industry dustry  Company quality
policy

QUALIFICATION : FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY : OBSERVE WORKPLACE HYGIENE PROCEDURES

CODE : TRS311202
MODULE TITLE : OBSERVING WORKPLACE HYGIEN PROCEDURES

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes In observing workplace hygiene procedures.

NOMINAL DURATION : 5 hours

CERTIFICATE LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1 Practice personal grooming and hygiene

LO2 Practice safe and hygienic handling, storage and disposal of food, beverage, and
materials

LO 3 identify and respond to hygienic risk

LO 4 Cleaning and disinfectant

LO1. Practice personal grooming and hygiene

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1.Proper hygiene Hygiene procedures The following resources Competency in this unit
procedures are fol-  Proper hand washing should be provided: should be assessed
lowed  Regular bathing Distance Learning through:
2.Personal grooming  Appropriate and clean Distance Learning  Practical
and hygiene are clothing  References and exercises/assignment Distance Learning
practice regularly  Cleaning and sanitiz- manuals through  written exam
ing procedures  Enterprise procedures multi-media/email
 Personal hygiene manuals
LO2. Practice safe and hygienic handling, storage and disposal of food, beverage, and materials

Assessment Criteria Contents Conditions Teaching Assessment Methods

Methods/Strategies
1. Proper handling, Hygiene procedures The following resources should Competency in this unit
storage and disposal  Proper food han- be provided: should be assessed
of food, beverage, dling and storage Distance Learning through:
and  Correct work prac- Distance Learning  Practical
materials are tices  References and exercises/assignment
followed  Proper waste dis- manuals through Distance Learning
2. Proper disposal posal  Enterprise procedures multi-media/email  written exam
waste are  Personal hygiene manuals
hygienically practice  Pest control  Company quality policy
regularly  Principles of
3. Proper cleaning HACCP
procedures.

LO3. Identify and respond to hygienic risk

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Potential hygiene Types of hygiene risks The following resources should
risks are identified - Bacteria and be provided:
2. Action to minimize contamination Distance Learning Distance Learning
and remove hygiene - Inappropriate food Distance Learning  Practical  written exam
risk are taken handling  References and manuals exercises/assignment
3. Hygiene risk beyond - Poor work  Enterprise procedures through
the control of individual practices manuals multi-media/email
are reported to proper  Company quality policy
- Cross
authority
contamination
 - Disposal of
garbage or
potentially
contaminated
waste

LO4. Cleaning and disinfectant

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1.Identify and use  Different cleaning The following resources should Competency in this unit
proper cleaning mate- materials be provided: should be assessed
rials  Cleaning proce- Distance Learning through:
2. Follow proper clean- dures Distance Learning  Practical
ing procedures  Cleaning Guide-  References and manuals exercises/assignment
3. Use proper disinfec- lines  Enterprise procedures through Distance Learning
tants manuals multi-media/email  written exam
 Company quality policy

QUALIFICATION : FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY : PERFORM COMPUTER OPERATIONS

CODE : TRS311203
MODULE TITLE : PERFORMING COMPUTER OPERATIONS
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes needed to perform computer operations. This includes in putting, accessing,
producing and transferring data using appropriate hardware and software.
NOMINAL DURATION : 4 hours

CERTIFICATE LEVEL : NC II
 SUMMARY OF LEARNING OUTCOMES:

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

LO1. Plan and prepare the task to be undertaken

LO2 Input data into the computer

LO3. Access information using computer

LO4. Produce output data using computer system

LO5. Maintain computer equipment and system

LO1. Plan and prepare the task to be undertaken

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Requirements of the The following resources should Competency in this unit
task undertaken are de-  Types of computers be provided: should be assessed
termine and properly and basic features Distance Learning through:
understood of different operat- Distance Learning  Practical
2. Appropriate hardware ing systems  References and manuals exercises/assignment Distance Learning
and software is selected  Plain parts of a  Enterprise procedures through  written exam
in accordance with the computer manuals multi-media/email
task assigned and re-
 Storage devices
quired outcome
3. Planned tasked and basic cate-
conformed with the gories of memory
OHS guidelines and  Types of software
procedures  Computer capacity
 OHS Guidelines
 Computer Capacity

LO2 Input Data into the Computer

 Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Entered data into the  Standard operating The following resources should Competency in this unit
computer using appropri- procedures in en- be provided: should be assessed
ate program/application is tering and saving Distance Learning through:
in accordance with com- data into the com- Distance Learning  Practical
pany procedures puter  References and manuals exercises/assignment Distance Learning
 Storage media  Enterprise procedures through  written exam
2. Accuracy of information manuals multi-media/email
 Ergonomic guide-
is checked in accordance
with the standard operat- lines
ing procedures

3. Information is saved in
accordance with the stan-
dard operating procedures

4.Inputted data that are

stored in the storage me-
dia are in accordance with
the requirements

5. Work is performed
within the ergonomic
guidelines

LO3. Access information using computer

Assessment Criteria Contents Conditions Teaching Assessment
Methods/Strategies Methods
1. Correct  Procedures/Techniques in Ac- The following resources Competency in this
program/application cessing Information should be provided: unit should be
is selected based on Distance Learning assessed through:
job requirement  Desktop Icons Distance Learning  Practical
2.  References and exercises/assignmen Distance Learning
Program/application  Keyboard Techniques Based on manuals t through multi-  written exam
containing the OHS Requirements  Enterprise media/email
information required procedures
is accessed in manuals
accordance with the
company procedures
3. Desktop icons are
correctly selected,
opened and closed
for navigation
purposes.
4. Keyboard
techniques is carried
out in line with OHS
requirements for safe
use of keyboards

LO3.Produce Output Data Using Computer System

Assessment Criteria Contents Conditions Teaching Assessment
Methods/Strategies Methods
1. Entered data is pro-  Software Commands The following resources Competency in this
cessed using appropriate should be provided: unit should be
software commands  Operation and Use of Distance Learning assessed through:
Peripheral Devices Distance Learning  Practical
2. Printed out data as re-  References and exercises/assignmen Distance Learning
quired using computer  Procedures in Transfer- manuals t through multi-  written exam
hardware/peripheral de- ring Files/Data  Enterprise media/email
vices is in accordance with procedures
standard operating proce- manuals
dures

3. Transferred files/data be-

tween compatible systems
using computer software,
hardware/peripheral de-
vises is in accordance with
standard operating proce-
dures

LO5.Maintain Computer Equipment and System

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Cleaning, minor  Cleaning, Minor The following resources should Competency in this unit
maintenance and re- Maintenance and be provided: should be assessed
placement of consum- Replacements of Distance Learning through:
ables are implemented Consumables Distance Learning  Practical
in accordance with  Creating More  References and manuals exercises/assignment Distance Learning
standard operating pro- Space in the Hard  Enterprise procedures through  written exam
cedures manuals multi-media/email
Disk
 Reviewing Pro-
2. Procedures for en-
suring security of data grams
including regular back-  Deleting Unwanted
ups and virus checks Files
are implemented in ac-  Checking Hard Disk
cordance with standard for Errors
operating procedures  Viruses and Up to
Date Anti-Virus
3. Basic file mainte- Programs
nance procedures are
implemented in line with
the standard operating
procedures
QUALIFICATION : FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY : PERFORM WORKPLACE SAFETY PRACTICES

CODE : TRS311204
MODULE TITLE : PERFORMING WORKPLACE SAFETY PRACTICES

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes in following health, safety and security practices. It includes dealing with
emergency situations and maintaining safe personal standard.

NOMINAL DURATION : 4 hours

CERTIFICATE LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Follow workplace procedures for health, safety and security practices

LO2. Deal with emergency situations

LO3. Maintain safe personal presentation standards

LO1. Follow workplace procedures for health, safety and security practices

Assessment Criteria Contents Conditions Teaching Assessment Methods

Methods/Strategies
1. Correct health, safety  Health, safety and The following resources should Competency in this unit
and security procedures security procedures be provided: should be assessed
are followed in line with  Breaches Distance Learning through:
legislation, regulations procedures Distance Learning  Practical
and enterprise proce-  References and manuals exercises/assignment Distance Learning
dures.  Enterprise procedures through  written exam
2. Breaches of health, manuals multi-media/email
safety and security pro-
cedures are identified
and reported in line with
enterprise procedure.
3. Suspicious behavior
or unusual occurrence
are reported in line with
enterprise procedures.

LO2. Deal with emergency situations

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Emergency and  Emergency procedure The following resources Competency in this unit
potential emergency - Personal injuries should be provided: should be assessed
situations are recog- - Fire Distance Learning through:
nized and appropri- - Electrocution Distance Learning  Practical
ate action is taken - Natural calamity  References and exercises/assignment Distance Learning
within individual’s - Criminal acts manuals through  written exam
scope of responsi-  Enterprise procedures multi-media/email
bility.  Safe personal presentation manuals
2. Emergency pro- standard
cedures are fol-
lowed in line with
enterprise proce-
dures.
3. Assistance is
sought from col-
leagues to resolve
or respond to emer-
gency situations
4.Details of
emergency
situations are
reported in line with
enterprise
procedures

LO3. Maintain safe personal presentation standards

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Safe personal stan-  Use of PPE The following resources should Competency in this unit
dards are identified  Safe and be provided: should be assessed
and followed in line proper posture Distance Learning through:
with workplace. Distance Learning  Practical
 References and manuals exercises/assignment Distance Learning
 Enterprise procedures through  written exam
 manuals multi-media/email

QUALIFICATION : FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY : PROVIDE EFFECTIVE CUSTOMER SERVICE

CODE : TRS311205
MODULE TITLE : PROVIDING EFFECTIVE CUSTOMER SERVICE
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitude in providing effective customer service.
NOMINAL DURATION : 6 hours

CERTIFICATE LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Greet customer

LO2. Identify customer needs

LO3. Deliver service to customer

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

LO5. Handle complaints, evaluation and recommendations

LO1. Greet customer

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Guests are greeted  Personality develop- The following resources should Competency in this unit
in line with enterprise ment and public rela- be provided: should be assessed
procedures tions Distance Learning through:
2. Verbal and non-ver-  Basic oral communi- Distance Learning  Practical
bal communications cation/ writing memos  References and exercises/assignment Distance Learning
are appropriate to the and letters manuals through  written exam
given situation.  Preparing job docu-  Enterprise procedures multi-media/email
3. Non verbal commu- mentation manuals  Interview (oral/
nication of customer is - Following instruc- questionnaire)
observed responding tions
to customer - Filling-out forms
4. Sensitivity to
cultural and social
differences is
demonstrated

LO2. Identify customer needs

Assessment Contents Conditions Teaching Assessment Methods
 Criteria Methods/Strategies
1. Appropriate in-  Food and culture The following resources Competency in this unit
terpersonal skills  Exploration of food trends should be provided: should be assessed
are used to ensure - Past, present and future Distance Learning through:
that customer trend Distance Learning  Practical
needs are accu-  Communication standards  References and exercises/assignment Distance Learning
rately identified. in customer service manuals through  written exam
2. Customer  Enterprise multi-media/email  Interview (oral/
needs are as- procedures manuals questionnaire)
sessed for ur-
gency so that pri-
ority for service
delivery can be
identified
3. Customers are
provided with in-
formation
4. Personal
limitation in
addressing
customer needs is
identified and
where appropriate,
assistance is
sought from
supervisor

LO3. Deliver service to customer

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Customer needs are  Modes of greet- The following resources should Competency in this unit
promptly attended to in ing and be provided: should be assessed
line with enterprise farewell. Distance Learning through:
procedures.  Proper ad- Distance Learning  Practical
2. Appropriate rapport dressing of  References and manuals exercises/assignment Distance Learning
is maintained with cus- needs of per-  Enterprise procedures through  written exam
tomer to enable high sons. (by gen- manuals multi-media/email
quality service delivery der, age, sta-
3. Opportunity to en- tus, physical
hance the quality of condition)
service and products  Style manual
are taken whenever requirement.
possible  Standard letters
and preformed.

LO4. Handle Queries through telephone, fac machine, internet and email
Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Use telephone, com-  Proper way of an- The following resources should Competency in this unit
puter, fax machine, in- swering complaints be provided: should be assessed
ternet efficiently to de- in line with work- Distance Learning through:
termine customer re- place procedures. Distance Learning  Practical
quirements.  Nature and details  References and manuals exercises/assignment Distance Learning
2. Queries/information of complaints.  Enterprise procedures through  written exam
is recorded in line with  Industry/ workplace manuals multi-media/email
enterprise procedure. procedures in giv-
3. Queries are acted ing evaluation and
upon promptly and cor- recommendations.
rectly in line with enter-
prise procedure

LO5. Handle complaints, evaluation and recommendations

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1 Guests are greeted  Proper way of an- The following resources should Competency in this unit
with a smile and eye- swering complaints be provided: should be assessed
to-eye contact in line with work- Distance Learning through:
2. Responsibility for place procedures. Distance Learning  Practical
resolving the com-  Nature and details  References and exercises/assignment Distance Learning
plaint is taken within of complaints. manuals through  written exam
limit of responsibility  Industry/ workplace  Enterprise procedures multi-media/email
3. Nature and details procedures in giv- manuals
of complaint are es- ing evaluation and
tablished and agreed recommendations.
with the customer
4. Appropriate action
is taken to resolve the
complaint to the
customers satisfaction
wherever possible.
 CORE COMPETENCIES

QUALIFICATION : FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY : PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE

CODE : TRS512387
MODULE TITLE : PREPARING THE DINING ROOM/RESTAURANT AREA FOR SERVICE
MODULE DESCRIPTOR : This unit covers the knowledge and skills required in the preparation of the dining room /restaurant area before the start of the
service operations. It involves opening duties or the dining room mise-en-place prior to service. This unit includes the knowledge
and skills in taking reservations, preparing service stations, table setting, and setting the ambiance of the foodservice facility.
NOMINAL DURATION : 35 hours

CERTIFICATE LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Take table reservations

LO2. Prepare service stations and equipment

LO3. Set-up the tables in the dining area

LO4. Set the mood/ambiance of the dining area

LO1. Take table reservations

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Inquiries are an- 1. Foodservice operations The following resources Competency in this unit
swered promptly, 2. Reservations process should be provided: should be assessed
3. Basic types of tableware Distance Learning through:
clearly and accu- a. Dinnerware
rately. b. Beverageware/glass- Distance Learning  Practical
2. Pertinent questions ware  References and exercises/assignment Distance Learning
are asked to complete c. Silverware/cutlery manuals through  written exam
the details of the 4. General rules in laying cov-  Enterprise procedures multi-media/email
ers/table set-up manuals
reservations. 5. Different napkin folding
3. Reservations data Face to face Face to face
styles Face to face-to-face  Lecture-demonstration Direct observation
are recorded on 6. Station mise-en-place
forms accurately 7. Telephone ethics  Tools and equipment  Self-paced instruction Demonstration with oral
based on establish- 8. Table skirting styles  Working area/bench  Group discussion questioning
ment’s standards. 9. Banquet set-up styles  Assessment rating sheet
 Reporting forms
4. Details of the reser-  PPE
vations are repeated  Learning Materials/CBLM
back and confirmed Reservation records or forms
with the party making  Reservation Sheets
the reservation.  Logbook
5. Additional informa-  Computer
tion about the food-  Reservation Cards
service establishment Details of the reservation Date
is provided when nec- of reservation
essary.  Time of arrival
 Number of persons
 Name of person who will
use the reservation
 Name of person making
the reservation
 Contact details of the per-
son checking in and of the
person making the reser-
vation
 Special requirements
Inquiries
 Telephone
 Fax
 Email
 Internet
 In person

LO2. Prepare service stations and equipment

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Service or waiter’s  Taking The following resources should be Competency in this unit
stations are stacked reserva- provided: should be assessed
tions Distance Learning through:
with supplies neces-  Table set-
sary for service. up Distance Learning  Practical
2. All tableware and  Napkin fold-  References and manuals exercises/assignment Distance Learning
dining room equip- ing  Enterprise procedures through  written exam
ment are cleaned,  Skirting buf- manuals multi-media/email
fet/display
wiped and put in their tables
proper places. Face to face: Face to face: Face to face:
 Banquet Lecture-demonstration Direct Observation
3. Special tent cards set-ups  Learning
and similar special Materials/CBLM/Charts/Poster Self-paced instruction Demonstration with oral
displays are put up for s  Tools and equipment Group discussion questioning
promotion.  Working area/bench
4. Cleanliness and  PPE
condition of all tables,  Reporting forms
tableware and dining
room equipment are
checked. Supplies
 Napkins
5. Water pitchers and
 Menu folders
ice buckets are filled.
 Order slips
6. Electrical appliance  Wine list
or equipment like cof-  Condiments
fee pots, tea pots,  Toothpicks
plate warmers etc. in  Table cloth/Placemats
the dining area are  Salt and Pepper
turned on and kept
shakers
ready.
7. Condiments and Tableware
sauce bottles are re-  Cover/service plate
filled and the necks  Dinner plate
and tops of the bottles  Entrée plate
are wiped clean and  Fish plate
dry.  Bread plate
 Soup bowl/plate

LO3. Set-up the tables in the dining area

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Tables are set ac- • Taking reservations The following resources should be Competency in this unit
cording to the stan- • Table set-up provided: should be assessed
• Napkin folding Distance Learning through:
dards of the foodser- • Skirting buffet/dis-
vice establishment. play tables Distance Learning  Practical
2. In cases where the • Banquet set-ups  References and manuals exercises/assignment Distance Learning
menu is prearranged  Enterprise procedures through  written exam
or fixed, covers are set manuals multi-media/email
correctly according to
the predetermined Face to face: Face to face: Face to face:
menu.  Learning Lecture-demonstration Direct observation
3. Tableware and Materials/CBLM/Charts/Poster Self-paced instruction Demonstration with oral
glassware are wiped s  Tools and equipment Group discussion questioning
and polished before  Working area
they are set up on the  PPE
table.  Reporting forms
4. Cloth napkins are
folded properly and Dining room/ Restaurant equipment
laid on the table ap-  Service tray stands
propriately according  Gueridon
to napkin folding  Cake display
style.  Refrigerators/Chillers
5. Buffet or display ta-  Coffee makers/machines
bles are skirted prop-  Point Of Sales (POS)
erly taking into ac- Wine service equipment
count symmetry, bal-
ance and harmony in
size and design.

LO4. Set the mood/ambiance of the dining area

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Lights are adjusted  Taking reservations The following resources should be Competency in this unit
according to time of  Table set-up provided: should be assessed
 Napkin folding Distance Learning through:
the day.  Skirting buffet/dis-
2.Tables, chairs and play tables Distance Learning  Practical
other dining room fur-  Banquet set-ups  References and manuals exercises/assignment Distance Learning
niture are arranged to  Enterprise procedures through  written exam
ensure comfort and manuals multi-media/email
convenience of the
guests. Face to face: Face to face:
3. Appropriate music Face to face: Lecture-demonstration Direct Observation
is played when appli-  Learning Self-paced instruction Demonstration with oral
cable Materials/CBLM/Charts/Poster Group discussion questioning
4. Floors/carpets are s  Tools and equipment
cleaned and made  Working area
sure are dry.  PPE
5. Air-condition or  Reporting forms
cooling units are ad-
justed for the comfort Tableware
of the guests Dinnerware/chinaware
 Cover/service plate
6. Decorations are
 Dinner plate
set-up according to
 Entrée plate
theme or concept of
the dining room.  Fish plate
.  Bread plate
 Soup bowl/plate

QUALIFICATION : FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY : WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
CODE : TRS5123888
MODULE TITLE : WELCOMING GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
MODULE DESCRIPTOR : This unit deals with the knowledge and skills required in providing pre-meal services to the dining guests as soon as they arrive in
the foodservice facility. It covers the dining room or restaurant service procedures before the food and beverage orders are served.
This unit involves the initial steps in the sequence of service that includes the welcoming of guests, seating the guests, taking food
and beverage orders and liaising between the kitchen and the service area.
NOMINAL DURATION : 40 hours

CERTIFICATE LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Welcome and greet guests

LO2. Seat the guests
LO3. Take food and beverage orders
LO4. Liaise between kitchen and service areas

LO1 Welcome and greet guests

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Guests are ac- • Welcoming and The following resources should be Competency in this unit
knowledged as soon greeting guests’ provided: should be assessed
as they arrive. procedures Distance Learning through:
2. Guests are • Seating guests’ Distance Learning  Practical
greeted with an ap- procedures  References and manuals exercises/assignment Distance Learning
propriate welcome. • Sequence of  Enterprise procedures manuals through  written exam
3. Details of reserva- multi-media/email
Food Service
tions are checked Face to face-to-face
• Basic Menu types
based on established CBLM/Relevant Instructional Materials Face to face Face to face
standard policy. • Order taking pro- Video Clips  Lecture-demonstration Direct observation
cedures Power point presentation  Self-paced instruction Demonstration with oral
• Principles of pro-  Group discussion questioning
motion and selling Types of menu
• Suggestive selling • A la carte
techniques • Table d’hote
• Product and • Carte du jour
service
knowledge

LO2 Seat the guests

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Guests are es- • Welcoming and The following resources should be Competency in this unit
corted and seated greeting guests provided: should be assessed
according to table procedures Distance Learning through:
allocations • Seating guests Distance Learning  Practical
2. Tables are utilized procedures  References and manuals exercises/assignment Distance Learning
according to the • Sequence of  Enterprise procedures manuals through  written exam
number of party. multi-media/email
Food Service
3. Guests are Face to face-to-face
• Basic Menu types
seated evenly  Documentation forms Face to face Face to face
among stations to • Order taking pro-  Report forms  Lecture-demonstration Direct observation
control the traffic cedures  CBLM  Self-paced instruction Demonstration with oral
flow of guests in the • Principles of pro-  Group discussion questioning
dining room. motion and selling Ordering systems
4. Cloth napkins are • Suggestive selling
opened for the techniques • Docket system
guests when appli- • Product and • Checklist
cable. service • Blank order slips
5. Water is served knowledge • Touch screen POS
when applicable, ac- system
cording to the stan-
dards of the foodser-
vice facility.

LO3. Take food and beverage orders

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Guests are presented  Welcoming and The following resources should Competency in this unit
with the menu accord- greeting guests be provided: should be assessed
ing to established stan- procedures Seating Distance Learning through:
dard practice. guests procedures Distance Learning  Practical
2. Orders are taken  Sequence of Food  References and manuals exercises/assignment Distance Learning
completely in accor- Service Basic Menu  Enterprise procedures through  written exam
dance with the estab- manuals multi-media/email
lishment’s standard pro- types
cedures.  Order taking proce- Face to face-to-face Face to face Face to face
3. Special requests and dures  Books and References  Lecture-demonstration Direct observation
requirements are noted  Principles of pro-  Technical manuals  Self-paced instruction Demonstration with oral
accurately. motion and selling  Documentation forms  Group discussion questioning
4. Orders are repeated  Suggestive selling  Report forms
back to the guests to  CBLM
techniques
confirm items. Ordering systems
5. Tableware and cut-  Product and service  Docket system
lery appropriate for the knowledge  Checklist
menu choices are pro-  Blank order slips
vided and adjusted in  Touch screen POS sys-
accordance with estab- tem
lishment procedures.

LO4. Liaise between kitchen and service areas

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Orders are placed  Welcoming and The following resources should Competency in this unit
and sent to the kitchen greeting guests pro- be provided: should be assessed
promptly. cedures Distance Learning through:
2. Quality of food is  Seating guests pro- Distance Learning  Practical
checked in accordance cedures  References and manuals exercises/assignment Distance Learning
with establishment stan-  Sequence of Food  Enterprise procedures through  written exam
dards Service manuals multi-media/email
3. Tableware is  Basic Menu types
checked for chips,  Order taking proce- Face to face-to-face Face to face Face to face
marks, cleanliness, dures  Books and References  Lecture-demonstration Direct observation
spills, and drips  Principles of promo-  Technical manuals  Self-paced instruction Demonstration with oral
4. Plates and/or trays tion and selling  Documentation forms  Group discussion questioning
are carried out safely.  Suggestive selling  Report forms
5. Colleagues are ad- techniques  CBLM
vised promptly regard-  Product and service
ing readiness of items knowledge Work technology
for service
6. Information about  POS
special requests, di-  Electronic tablet order
etary or cultural require-
ments is relayed accu-
rately to kitchenwhere
appropriate.
7. Work technology
are observed according
to establishment stan-
dard policy and proce-
dures

QUALIFICATION : FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY : PROMOTE FOOD AND BEVERAGE PRODUCTS

CODE : TRS5123889
MODULE TITLE : PROMOTING FOOD AND BEVERAGE PRODUCTS
MODULE DESCRIPTOR : This unit deals with the knowledge and skills required in providing advice to customers on food and beverage products in
foodservice enterprises.
NOMINAL DURATION : 60 hours

CERTIFICATE LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Know the product

 LO2. Undertake Suggestive selling
LO3. Carry out Up selling strategies

LO1 Know the product

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Names and pronunci-  Menu familiariza- The following resources should Competency in this unit
ations of dishes in the tion be provided: should be assessed
menu are mastered.  Types of Menus Distance Learning through:
2. Ingredients of dishes  Food pairing Distance Learning  Practical
are memorized.  Beverage pairing  References and manuals exercises/assignment Distance Learning
Sauces and accompani-  Suggestive selling  Enterprise procedures through  written exam
ments are known by manuals multi-media/email
techniques and
heart.
3. Descriptions and of principles Face to face-to-face Face to face Face to face
every item in the menu  Upselling tech-  Learning Station  Lecture-demonstration Direct observation
are studied. niques Tools and equipment  Self-paced instruction Demonstration with oral
 Food allergens CBLM/Relevant Instructional  Group discussion questioning
4. Common food aller-
gens are mastered to Materials
prevent serious health Video Clips
consequences. Power point presentation

Information about the food

 Cooking method
 Serving portions
 Tastes and flavors
 Ingredients including food al
lergens
 Cooking time
 Side dishes

LO2 Undertake Suggestive selling

 Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Information about  Menu familiariza- The following resources should Competency in this unit
the food items are tion be provided: should be assessed
provided in clear  Types of Menus Distance Learning through:
explanations and  Food pairing Distance Learning  Practical
descriptions.  Beverage pairing  References and manuals exercises/assignment Distance Learning
2. Items on specials or  Suggestive selling  Enterprise procedures through  written exam
promos are offered to techniques and manuals multi-media/email
assist guests with food principles
and beverage selec-  Upselling tech- Face to face-to-face Face to face Face to face
tions. niques Learning materials  Lecture-demonstration Direct observation
3. Name of specific  Food allergens  Books and References  Self-paced instruction Demonstration with oral
menu items are sug-  Technical manuals  Group discussion questioning
gested to guests rather  Documentation forms
than just mentioning the  Report forms
general categories in  CBLM
the menu to help them
make the choice and
Items on specials or promos
know what they want.
 House specials
4. Standard food and
 Soup of the day
beverage pairings are
 Combo meals
recommended.
 Best sellers
5. Several choices are
 Chef’s pick
given to provide more
Seasonal items
options to guests
6. Descriptive words
are used while explain-
ing the dishes to make
it more tempting and
appetizing.
7. Suggestive selling is
carried out discreetly so
as not to be too pushy
or too aggressive.
LO3. Carry out Up selling strategies
Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Slow moving but  Menu familiariza- The following resources should Competency in this unit
highly profitable items tion be provided: should be assessed
are suggested to in-  Types of Menus Distance Learning through:
crease guest check.  Food pairing Distance Learning  Practical
2. Second servings of  Beverage pairing  References and manuals exercises/assignment Distance Learning
items ordered are of-  Suggestive selling  Enterprise procedures through  written exam
fered. manuals multi-media/email
techniques and
3. Food portion or size
is mentioned for possi- principles Face to face-to-face Face to face Face to face
ble adjustments with the  Upselling tech-  Lecture-demonstration Direct observation
niques General categories in the menu
orders.  Self-paced instruction Demonstration with oral
 Food allergens  Meat
4. New items are  Group discussion questioning
 Vegetable
recommended to
 Dessert
regular guests to
 Beverage
encourage them to try
 Entrée
other items in the menu
 Seafood

Descriptive words
 Freshly prepared
 Delicately seasoned
 Soft and juicy
 Mouth watering
 Flavorful
 Spicy
QUALIFICATION : FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY : PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS

CODE : TRS5123890
MODULE TITLE : PROVIDING FOOD AND BEVERAGE SERVICES TO GUESTS
MODULE DESCRIPTOR : This unit deals with the knowledge and skills required in the provision of food and beverage service to guests in various types of
dining venues and diverse styles of service. This unit focuses on the procedures in the delivery of food and beverages to the guest
as well as on the knowledge and skills that underpins the efficient work performance in assisting the dining guest during and after
the meal service.
NOMINAL DURATION : 75 hours

CERTIFICATE LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Serve food orders

 LO2. Assist the diners
LO3. Perform banquet or catering food service
LO4. Serve Beverage Orders
LO5. Conclude food service and close down dining area

LO1 Serve food orders

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Food orders are  Different Food The following resources should Competency in this unit
picked up promptly from service styles be provided: should be assessed
service areas.  General service Distance Learning through:
2. Food orders are principles Distance Learning  Practical
checked for presenta-  Sequence of ser-  References and manuals exercises/assignment Distance Learning
tion and appropriate vice  Enterprise procedures through  written exam
garnish and accompani-  Handling guests manuals multi-media/email
ments. with special
3. Food orders are needs Face to face-to-face Face to face Face to face
served to the right  Wine knowledge Tools, equipment  Lecture-demonstration Direct observation
guests who ordered and service  Self-paced instruction Demonstration with oral
them.  Banquet service Serving styles  Group discussion questioning
 Food safety prin-  French Service (Gueridon
4. Food orders are Service)
ciples
served and cleared with  American Service (Plate
 Food service
minimal disturbance to
styles Service)
the other guests and in
 Carrying plates  Russian Service (Platter
accordance to hygienic
and trays Service)
requirements.
 Presenting and  English Service/Butler Ser-
5. Food orders are opening wines vice
served in accordance  Beverage service  Buffet Service
with the enterprise
serving style stan-
dards.
6. Name of the dish or
order is mentioned
upon serving the guest.
7. Sequence of ser-
vice and meal delivery
is monitored in accor-
dance with enterprise
procedures.

LO2 Assist the diners

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Additional requests  Different Food The following resources should Competency in this unit
or needs of the guests service styles be provided: should be assessed
are anticipated  General service Distance Learning through:
2. Additional food and principles Distance Learning  Practical
beverage are offered  Sequence of  References and manuals exercises/assignment Distance Learning
and served at the ap- service  Enterprise procedures through  written exam
propriate times  Handling guests manuals multi-media/email
3. Necessary condi- with special
ments and appropriate needs Face to face-to-face Face to face Face to face
tableware are provided  Wine knowledge Learning materials  Lecture-demonstration Direct observation
based on the food order and service  Books and References  Self-paced instruction Demonstration with oral
 Banquet service  Technical manuals  Group discussion questioning
4. Delays or deficien-
 Food safety  Documentation forms
cies in service are rec-  Report forms
principles
ognized and followed  CBLM
up promptly based on Sequence of service
enterprise policy  Welcoming/Greeting of
5. Water, bread, and guest
butter are replenished  Seating the guest
when required  Taking beverage orders
6. Children and guests  Presenting the menu
with special needs are  Taking food orders
treated with extra atten-  Serving food orders
tion and care.  Crumbling/brushing table
.  Preparing and presenting
the bill
LO3. Perform banquet or catering food service
Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Serviceware are pre-  Different Food ser- The following resources should Competency in this unit
pared and checked for vice styles be provided: should be assessed
completeness ahead of  General service Distance Learning through:
time. principles Distance Learning  Practical
2. Tables and chairs are  Sequence of ser-  References and manuals exercises/assignment Distance Learning
set up in accordance vice  Enterprise procedures through  written exam
with the event require- manuals multi-media/email
 Handling guests
ments. with special needs
3. Food is served ac- Face to face-to-face Face to face Face to face
 Wine knowledge Guests with special needs  Lecture-demonstration Direct observation
cording to general ser- and service
vice principles.  Children  Self-paced instruction Demonstration with oral
 Banquet service  Elderly people  Group discussion questioning
4. Food is handled  Food safety princi-  Persons with Disability
based on food safety ples  VIP guests
procedures.
 Food service styles
5. Coordinated service  Carrying plates and
of meal courses is en-
trays
sured.
 Presenting and
6. Assigned areas are
opening wines
kept clean in accor-
dance with enterprise  Beverage service
procedures.
7. Tables are cleared
and soiled dishes pre-
pared to be brought for
dishwashing after the
event or function,
8. Number of guests be-
ing served is noted and
monitored.
LO4. Serve Beverage Orders
Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Beverage orders are  Different Food ser- The following resources should Competency in this unit
picked up promptly from vice styles be provided: should be assessed
the bar.  General service Distance Learning through:
2. Beverage orders are principles Distance Learning  Practical
checked for presenta-  Sequence of ser-  References and manuals exercises/assignment Distance Learning
tion and appropriate vice  Enterprise procedures through  written exam
garnishes. manuals multi-media/email
 Handling guests
3. Beverages are with special needs
served at appropriate Face to face Face to face Face to face
 Wine knowledge  Working Area  Lecture-demonstration Direct observation
times during meal time. and service Learning materials  Self-paced instruction Demonstration with oral
4. Beverages are  Banquet service  Books and References  Group discussion questioning
served efficiently ac-  Food safety princi-  Technical manuals
cording to established ples  Documentation forms
standards of service.  Report forms
 Food service styles
5. Beverages are  Carrying plates and  CBLM
served at the right tem-
trays
perature. Beverages
 Presenting and
6. For full bottle wine or-  Alcoholic beverages
opening wines
ders, wine is opened ef-  Non-Alcoholic beverages
ficiently with minimal  Beverage service
disturbance to the other
guests.
7. Wine service is car-
ried out in accordance
with establishment pro-
cedures.

LO5. Conclude food service and close down dining area

Assessment Criteria Contents Conditions Teaching Assessment Methods
 Methods/Strategies
1. Soiled dishes are re-  Different Food ser- The following resources should Competency in this unit
moved when guests are vice styles be provided: should be assessed
finished with the meal.  General service Distance Learning through:
2. Bills are prepared principles Distance Learning  Practical
and processed accu-  Sequence of ser-  References and manuals exercises/assignment Distance Learning
rately in coordination vice  Enterprise procedures through  written exam
with the cashier.  Handling guests manuals multi-media/email
3. Bills are presented with special needs
when the guest asks for  Wine knowledge Face to face Face to face Face to face
it. and service Learning materials  Lecture-demonstration Direct observation
 Banquet service  Books and References  Self-paced instruction Demonstration with oral
4. Payment is acknowl-
 Food safety princi-  Technical manuals  Group discussion questioning
edged as soon as it is  Documentation forms
ples
received.
 Food service styles  Report forms
5. Tables are cleared,  Carrying plates and  CBLM
reset and made ready trays
for the next sitting when  Presenting and Wine service
guests are finished with opening wines  Presenting the wine.
the meal.  Beverage service  Opening wine
6. Guests are thanked  Pouring wine
and bided farewell
warmly.
7. Electrical equipment
are turned off where ap-
propriate.
QUALIFICATION : FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY : PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS

CODE : TRS5123890
MODULE TITLE : PROVIDING FOOD AND BEVERAGE SERVICES TO GUESTS
MODULE DESCRIPTOR : This unit deals with the knowledge and skills required in the provision of food and beverage service to guests in various types of
dining venues and diverse styles of service. This unit focuses on the procedures in the delivery of food and beverages to the guest
as well as on the knowledge and skills that underpins the efficient work performance in assisting the dining guest during and after
the meal service.
NOMINAL DURATION : 75 hours

CERTIFICATE LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Serve food orders

LO2. Assist the diners
LO3. Perform banquet or catering food service
LO4. Serve Beverage Orders
 LO5. Conclude food service and close down dining area

LO1 Serve food orders

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Food orders are  Different Food The following resources should Competency in this unit
picked up promptly from service styles be provided: should be assessed
service areas.  General service Distance Learning through:
2. Food orders are principles Distance Learning  Practical
checked for presenta-  Sequence of ser-  References and manuals exercises/assignment Distance Learning
tion and appropriate vice  Enterprise procedures through  written exam
garnish and accompani-  Handling guests manuals multi-media/email
ments. with special
3. Food orders are needs Face to face-to-face Face to face Face to face
served to the right  Wine knowledge Tools, equipment  Lecture-demonstration Direct observation
guests who ordered and service  Self-paced instruction Demonstration with oral
them.  Banquet service Serving styles  Group discussion questioning
 Food safety prin-  French Service (Gueridon
4. Food orders are Service)
ciples
served and cleared with  American Service (Plate
 Food service
minimal disturbance to
styles Service)
the other guests and in
 Carrying plates  Russian Service (Platter
accordance to hygienic
and trays Service)
requirements.
 Presenting and  English Service/Butler Ser-
5. Food orders are opening wines vice
served in accordance  Beverage service  Buffet Service
with the enterprise
serving style stan-
dards.
6. Name of the dish or
order is mentioned
upon serving the guest.
7. Sequence of ser-
vice and meal delivery
is monitored in accor-
dance with enterprise
procedures.

LO2 Assist the diners

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Additional requests  Different Food The following resources should Competency in this unit
or needs of the guests service styles be provided: should be assessed
are anticipated  General service Distance Learning through:
2. Additional food and principles Distance Learning  Practical
beverage are offered  Sequence of  References and manuals exercises/assignment Distance Learning
and served at the ap- service  Enterprise procedures through  written exam
propriate times  Handling guests manuals multi-media/email
3. Necessary condi- with special
ments and appropriate needs Face to face-to-face Face to face Face to face
tableware are provided  Wine knowledge Learning materials  Lecture-demonstration Direct observation
based on the food order and service  Books and References  Self-paced instruction Demonstration with oral
 Banquet service  Technical manuals  Group discussion questioning
4. Delays or deficien-
 Food safety  Documentation forms
cies in service are rec-  Report forms
principles
ognized and followed  CBLM
up promptly based on Sequence of service
enterprise policy  Welcoming/Greeting of
5. Water, bread, and guest
butter are replenished  Seating the guest
when required  Taking beverage orders
6. Children and guests  Presenting the menu
with special needs are  Taking food orders
treated with extra atten-  Serving food orders
tion and care.  Crumbling/brushing table
.  Preparing and presenting
the bill

LO3. Perform banquet or catering food service

 Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Serviceware are pre-  Different Food ser- The following resources should Competency in this unit
pared and checked for vice styles be provided: should be assessed
completeness ahead of  General service Distance Learning through:
time. principles Distance Learning  Practical
2. Tables and chairs are  Sequence of ser-  References and manuals exercises/assignment Distance Learning
set up in accordance vice  Enterprise procedures through  written exam
with the event require- manuals multi-media/email
 Handling guests
ments. with special needs
3. Food is served ac- Face to face-to-face Face to face Face to face
 Wine knowledge Guests with special needs  Lecture-demonstration Direct observation
cording to general ser- and service
vice principles.  Children  Self-paced instruction Demonstration with oral
 Banquet service  Elderly people  Group discussion questioning
4. Food is handled  Food safety princi-  Persons with Disability
based on food safety ples  VIP guests
procedures.
 Food service styles
5. Coordinated service  Carrying plates and
of meal courses is en-
trays
sured.
 Presenting and
6. Assigned areas are
opening wines
kept clean in accor-
dance with enterprise  Beverage service
procedures.
7. Tables are cleared
and soiled dishes pre-
pared to be brought for
dishwashing after the
event or function,
8. Number of guests be-
ing served is noted and
monitored.

LO4. Serve Beverage Orders

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Beverage orders are  Different Food ser- The following resources should Competency in this unit
picked up promptly from vice styles be provided: should be assessed
the bar.  General service Distance Learning through:
2. Beverage orders are principles Distance Learning  Practical
checked for presenta-  Sequence of ser-  References and manuals exercises/assignment Distance Learning
tion and appropriate vice  Enterprise procedures through  written exam
garnishes. manuals multi-media/email
 Handling guests
3. Beverages are with special needs
served at appropriate Face to face Face to face Face to face
 Wine knowledge  Working Area  Lecture-demonstration Direct observation
times during meal time. and service Learning materials  Self-paced instruction Demonstration with oral
4. Beverages are  Banquet service  Books and References  Group discussion questioning
served efficiently ac-  Food safety princi-  Technical manuals
cording to established ples  Documentation forms
standards of service.  Report forms
 Food service styles
5. Beverages are  Carrying plates and  CBLM
served at the right tem-
trays
perature. Beverages
 Presenting and
6. For full bottle wine or-  Alcoholic beverages
opening wines
ders, wine is opened ef-  Non-Alcoholic beverages
ficiently with minimal  Beverage service
disturbance to the other
guests.
7. Wine service is car-
ried out in accordance
with establishment pro-
cedures.

LO5. Conclude food service and close down dining area

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Soiled dishes are re-  Different Food ser- The following resources should Competency in this unit
moved when guests are vice styles be provided: should be assessed
finished with the meal.  General service Distance Learning through:
2. Bills are prepared principles Distance Learning  Practical
and processed accu-  Sequence of ser-  References and manuals exercises/assignment Distance Learning
rately in coordination vice  Enterprise procedures through  written exam
with the cashier.  Handling guests manuals multi-media/email
3. Bills are presented with special needs
when the guest asks for  Wine knowledge Face to face Face to face Face to face
it. and service Learning materials  Lecture-demonstration Direct observation
4. Payment is acknowl-  Banquet service  Books and References  Self-paced instruction Demonstration with oral
edged as soon as it is  Food safety princi-  Technical manuals  Group discussion questioning
received. ples  Documentation forms
 Food service styles  Report forms
5. Tables are cleared,
 Carrying plates and  CBLM
reset and made ready
trays
for the next sitting when
 Presenting and Wine service
guests are finished with  Presenting the wine.
opening wines
the meal.  Opening wine
 Beverage service
6. Guests are thanked  Pouring wine
and bided farewell
warmly.
7. Electrical equipment
are turned off where ap-
propriate.
QUALIFICATION : FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY : PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS

CODE : TRS5123890
MODULE TITLE : PROVIDING FOOD AND BEVERAGE SERVICES TO GUESTS
MODULE DESCRIPTOR : This unit deals with the knowledge and skills required in the provision of food and beverage service to guests in various types of
dining venues and diverse styles of service. This unit focuses on the procedures in the delivery of food and beverages to the guest
as well as on the knowledge and skills that underpins the efficient work performance in assisting the dining guest during and after
the meal service.
NOMINAL DURATION : 75 hours

CERTIFICATE LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Serve food orders

LO2. Assist the diners
LO3. Perform banquet or catering food service
LO4. Serve Beverage Orders
 LO5. Conclude food service and close down dining area

LO1 Serve food orders

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Food orders are  Different Food The following resources should Competency in this unit
picked up promptly from service styles be provided: should be assessed
service areas.  General service Distance Learning through:
2. Food orders are principles Distance Learning  Practical
checked for presenta-  Sequence of ser-  References and manuals exercises/assignment Distance Learning
tion and appropriate vice  Enterprise procedures through  written exam
garnish and accompani-  Handling guests manuals multi-media/email
ments. with special
3. Food orders are needs Face to face-to-face Face to face Face to face
served to the right  Wine knowledge Tools, equipment  Lecture-demonstration Direct observation
guests who ordered and service  Self-paced instruction Demonstration with oral
them.  Banquet service Serving styles  Group discussion questioning
 Food safety prin-  French Service (Gueridon
4. Food orders are Service)
ciples
served and cleared with  American Service (Plate
 Food service
minimal disturbance to
styles Service)
the other guests and in
 Carrying plates  Russian Service (Platter
accordance to hygienic
and trays Service)
requirements.
 Presenting and  English Service/Butler Ser-
5. Food orders are opening wines vice
served in accordance  Beverage service  Buffet Service
with the enterprise
serving style stan-
dards.
6. Name of the dish or
order is mentioned
upon serving the guest.
7. Sequence of ser-
vice and meal delivery
is monitored in accor-
dance with enterprise
procedures.

LO2 Assist the diners

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Additional requests  Different Food The following resources should Competency in this unit
or needs of the guests service styles be provided: should be assessed
are anticipated  General service Distance Learning through:
2. Additional food and principles Distance Learning  Practical
beverage are offered  Sequence of  References and manuals exercises/assignment Distance Learning
and served at the ap- service  Enterprise procedures through  written exam
propriate times  Handling guests manuals multi-media/email
3. Necessary condi- with special
ments and appropriate needs Face to face-to-face Face to face Face to face
tableware are provided  Wine knowledge Learning materials  Lecture-demonstration Direct observation
based on the food order and service  Books and References  Self-paced instruction Demonstration with oral
 Banquet service  Technical manuals  Group discussion questioning
4. Delays or deficien-
 Food safety  Documentation forms
cies in service are rec-  Report forms
principles
ognized and followed  CBLM
up promptly based on Sequence of service
enterprise policy  Welcoming/Greeting of
5. Water, bread, and guest
butter are replenished  Seating the guest
when required  Taking beverage orders
6. Children and guests  Presenting the menu
with special needs are  Taking food orders
treated with extra atten-  Serving food orders
tion and care.  Crumbling/brushing table
.  Preparing and presenting
the bill

LO3. Perform banquet or catering food service

 Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Serviceware are pre-  Different Food ser- The following resources should Competency in this unit
pared and checked for vice styles be provided: should be assessed
completeness ahead of  General service Distance Learning through:
time. principles Distance Learning  Practical
2. Tables and chairs are  Sequence of ser-  References and manuals exercises/assignment Distance Learning
set up in accordance vice  Enterprise procedures through  written exam
with the event require- manuals multi-media/email
 Handling guests
ments. with special needs
3. Food is served ac- Face to face-to-face Face to face Face to face
 Wine knowledge Guests with special needs  Lecture-demonstration Direct observation
cording to general ser- and service
vice principles.  Children  Self-paced instruction Demonstration with oral
 Banquet service  Elderly people  Group discussion questioning
4. Food is handled  Food safety princi-  Persons with Disability
based on food safety ples  VIP guests
procedures.
 Food service styles
5. Coordinated service  Carrying plates and
of meal courses is en-
trays
sured.
 Presenting and
6. Assigned areas are
opening wines
kept clean in accor-
dance with enterprise  Beverage service
procedures.
7. Tables are cleared
and soiled dishes pre-
pared to be brought for
dishwashing after the
event or function,
8. Number of guests be-
ing served is noted and
monitored.

LO4. Serve Beverage Orders

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Beverage orders are  Different Food ser- The following resources should Competency in this unit
picked up promptly from vice styles be provided: should be assessed
the bar.  General service Distance Learning through:
2. Beverage orders are principles Distance Learning  Practical
checked for presenta-  Sequence of ser-  References and manuals exercises/assignment Distance Learning
tion and appropriate vice  Enterprise procedures through  written exam
garnishes. manuals multi-media/email
 Handling guests
3. Beverages are with special needs
served at appropriate Face to face Face to face Face to face
 Wine knowledge  Working Area  Lecture-demonstration Direct observation
times during meal time. and service Learning materials  Self-paced instruction Demonstration with oral
4. Beverages are  Banquet service  Books and References  Group discussion questioning
served efficiently ac-  Food safety princi-  Technical manuals
cording to established ples  Documentation forms
standards of service.  Report forms
 Food service styles
5. Beverages are  Carrying plates and  CBLM
served at the right tem-
trays
perature. Beverages
 Presenting and
6. For full bottle wine or-  Alcoholic beverages
opening wines
ders, wine is opened ef-  Non-Alcoholic beverages
ficiently with minimal  Beverage service
disturbance to the other
guests.
7. Wine service is car-
ried out in accordance
with establishment pro-
cedures.

LO5. Conclude food service and close down dining area

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Soiled dishes are re-  Different Food ser- The following resources should Competency in this unit
moved when guests are vice styles be provided: should be assessed
finished with the meal.  General service Distance Learning through:
2. Bills are prepared principles Distance Learning  Practical
and processed accu-  Sequence of ser-  References and manuals exercises/assignment Distance Learning
rately in coordination vice  Enterprise procedures through  written exam
with the cashier.  Handling guests manuals multi-media/email
3. Bills are presented with special needs
when the guest asks for  Wine knowledge Face to face Face to face Face to face
it. and service Learning materials  Lecture-demonstration Direct observation
4. Payment is acknowl-  Banquet service  Books and References  Self-paced instruction Demonstration with oral
edged as soon as it is  Food safety princi-  Technical manuals  Group discussion questioning
received. ples  Documentation forms
 Food service styles  Report forms
5. Tables are cleared,
 Carrying plates and  CBLM
reset and made ready
trays
for the next sitting when
 Presenting and Wine service
guests are finished with  Presenting the wine.
opening wines
the meal.  Opening wine
 Beverage service
6. Guests are thanked  Pouring wine
and bided farewell
warmly.
7. Electrical equipment
are turned off where ap-
propriate.
QUALIFICATION : FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY : PROVIDE ROOM SERVICE

CODE : TRS5123891
MODULE TITLE : PROVIDING ROOM SERVICE
MODULE DESCRIPTOR : This unit deals with the knowledge and skills required in the provision of food and beverage service particularly in the guest room of
a commercial accommodation establishment.
NOMINAL DURATION : 90 hours

CERTIFICATE LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Take and process room service orders

LO2. Set up trays and trolleys
 LO3. Present and serve food and beverage orders to guests
LO4. Present room service account
LO5. Clear away room service equipment

LO1 Take and process room service orders

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Telephone call is  Took room service The following resources should Competency in this unit
answered promptly orders properly be provided: should be assessed
and courteously in ac-  Recorded and pro- Distance Learning through:
cordance with cus- cessed room ser- Distance Learning  Practical
tomer service stan- vice orders accu-  References and manuals exercises/assignment Distance Learning
dards. rately  Enterprise procedures through  written exam
2. Guests’ name is manuals multi-media/email
 Set up a variety of
checked and used
throughout the interac- room service meals
Face to face-to-face Face to face Face to face
tion according to or- Tools, equipment  Lecture-demonstration Direct observation
3. Details of orders dered food and  Self-paced instruction Demonstration with oral
are clarified, repeated beverage Relevant information  Group discussion questioning
and checked with  Presented and  Name of the guest
guests for accuracy served room ser-  Room number
4. Suggestive selling vice orders  Number of persons
techniques are used.  Take room service
5. Guests are advised  Detailed food orders
orders
of approximate time of  Time the order was taken
 Setting up trays or
delivery  Time for delivery
trolleys
6. Relevant informa-
 Suggestive selling
tion are recorded and Room service equipment and
 Room service pro- supplies
checked in accor-
dance with establish- cedures  Trays and trolleys
ment policy and pro-  Suggestive selling
 Toasters
cedures  Tableware and appoint-
7. Room service or- ments
ders received from
 Warming equipment
doorknob dockets are
 Linen
interpreted accurately.  Printed materials
8. Orders are promptly
transferred and re- Set-ups for room service trays
layed to appropriate and or trolleys
location for prepara-  Butters
tion.
 Condiments
 Cutlery
 Glassware
 Beverages
 Linen

LO2 Set up trays and trolleys

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Room service  Took room service The following resources should Competency in this unit
equipment and sup- orders properly be provided: should be assessed
plies are prepared in  Recorded and pro- Distance Learning through:
accordance with es- cessed room ser- Distance Learning  Practical
tablishment proce- vice orders accu-  References and manuals exercises/assignment Distance Learning
dures. rately  Enterprise procedures through  written exam
2. Proper room ser- manuals multi-media/email
 Set up a variety of
vice equipment and
supplies are selected room service meals
Face to face-to-face Face to face Face to face
and checked for according to or- Learning materials  Lecture-demonstration Direct observation
cleanliness and con- dered food and  Books and References  Self-paced instruction Demonstration with oral
dition. beverage  Technical manuals  Group discussion questioning
3. Trays and trolleys  Presented and  Documentation forms
are set up keeping in served room ser-  Report forms
mind balance, safety vice orders  CBLM
and attractiveness.  Take room service Relevant information
4. Room service orders  Name of the guest
trays or trolleys are  Setting up trays or  Room number
set up according to trolleys  Number of persons
the food and bever-
age ordered  Suggestive sell-  Detailed food orders
5. Orders are ing  Time the order was taken
checked before leav-  Room service pro-  Time for delivery
ing the kitchen for de- cedures
livery.  Suggestive sell- Room service equipment and
6. Food items are ing supplies
covered during trans-
portation to the room.  Trays and trolleys
7. Food orders are de-  Toasters
livered on the time de-  Tableware and appoint-
sired by the guest. ments
 Warming equipment
 Linen
 Printed materials

Set-ups for room service trays

and or trolleys
 Butters
 Condiments
 Cutlery
 Glassware
 Beverages
 Linen

LO3. Present and serve food and beverage orders to guests

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. The guest’s name is  Took room service The following resources should Competency in this unit
verified on the bill be- orders properly be provided: should be assessed
fore announcing the  Recorded and pro- Distance Learning through:
staff’s presence outside cessed room ser- Distance Learning  Practical
the door.  References and manuals exercises/assignment Distance Learning
2. Guests are greeted vice orders accu-  Enterprise procedures through  written exam
politely in accordance rately manuals multi-media/email
with the with establish-  Set up a variety of
ment’s service proce- room service meals Face to face-to-face Face to face Face to face
dures. according to or- Relevant information  Lecture-demonstration Direct observation
3. Guests are asked dered food and  Name of the guest  Self-paced instruction Demonstration with oral
where they want the  Room number  Group discussion questioning
beverage
tray or trolley posi-
 Presented and  Number of persons
tioned.
4. Service is fast and served room ser-  Detailed food orders
discrete vice orders  Time the order was taken
 Take room service  Time for delivery
orders
 Setting up trays or Room service equipment and
trolleys su
 Suggestive sell- p-
pli
ing
es
 Room service pro-
 Trays and trolleys
cedures
 Suggestive selling  Toasters
 Tableware and appoint-
ments
 Warming equipment
 Linen
 Printed materials

Set-ups for room service trays

an
d
or
tro
l-
le
ys
 Butters
 Condiments
  Cutlery
 Glassware
 Beverages
 Linen

LO4. Present room service account

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Guests’ accounts are  Took room service The following resources should Competency in this unit
checked for accuracy orders properly be provided: should be assessed
and presented in accor-  Recorded and pro- Distance Learning through:
dance with establish- cessed room ser- Distance Learning  Practical
ment procedures vice orders accu-  References and manuals exercises/assignment Distance Learning
2. Cash payments are rately  Enterprise procedures through  written exam
acknowledged and then manuals multi-media/email
 Set up a variety of
presented to the cashier
for processing in accor- room service meals
Face to face Face to face Face to face
dance with establish- according to or-  Working Area  Lecture-demonstration Direct observation
ment guidelines dered food and Learning materials  Self-paced instruction Demonstration with oral
3. For charge accounts, beverage  Books and References  Group discussion questioning
guests are asked to  Presented and  Technical manuals
sign the bills. served room ser-  Documentation forms
vice orders  Report forms
 Take room service  CBLM
orders
 Setting up trays or  Relevant information
trolleys  Name of the guest
 Suggestive sell-  Room number
ing  Number of persons
 Room service pro-  Detailed food orders
cedures  Time the order was taken
 Suggestive selling  Time for delivery
 Room service equipment and
supplies
 Trays and trolleys
 Toasters
 Tableware and appoint-
ments
 Warming equipment
 Linen
 Printed materials

Set-ups for room service trays

And or trolleys
 Butters
 Condiments
 Cutlery
 Glassware
 Beverages
 Linen

LO5. Clear away room service equipment

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Procedure to take  Took room service The following resources should Competency in this unit
away the tray or trolley orders properly be provided: should be assessed
when the guests have  Recorded and pro- Distance Learning through:
finished their meal is cessed room ser- Distance Learning  Practical
explained. vice orders accu-  References and manuals exercises/assignment Distance Learning
2. Floors are checked rately  Enterprise procedures through  written exam
and cleared in accor- manuals multi-media/email
 Set up a variety of
dance with establish-
ment policy and guide- room service meals
Face to face Face to face Face to face
lines. according to or- Learning materials  Lecture-demonstration Direct observation
dered food and
3. Dirty trays are beverage  Books and References  Self-paced instruction Demonstration with oral
cleared in accordance  Presented and  Technical manuals  Group discussion questioning
with the establishment’s served room ser-  Documentation forms
procedure. vice orders  Report forms
4. Trays and trolleys are  Take room service  CBLM
cleaned and returned to orders
the room service area.  Relevant information
 Setting up trays or
trolleys  Name of the guest
 Suggestive sell-  Room number
ing  Number of persons
 Room service pro-  Detailed food orders
cedures  Time the order was taken
 Suggestive sell-  Time for delivery
ing
Room service equipment and
supplies
 Trays and trolleys
 Toasters
 Tableware and appoint-
ments
 Warming equipment
 Linen
 Printed materials

Set-ups for room service trays

an
d
or trolleys
 Butters
 Condiments
 Cutlery
 Glassware
 Beverages
 Linen
QUALIFICATION : FOOD AND BEVERAGE SERVICES NC II

UNIT OF COMPETENCY : RECEIVE AND HANDLE GUEST CONCERNS

CODE : TRS5123892
MODULE TITLE : RECEIVING AND HANDLE GUEST CONCERNS
MODULE DESCRIPTOR : This unit deals with the knowledge and skills required in receiving and handling guest complaints.
NOMINAL DURATION : 20 hours

CERTIFICATE LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Listen to the complaint

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

LO1 Listen to the complaint

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. The entire story  Listened and ob- The following resources should be Competency in this unit
or issue of concern tained the entire provided: should be assessed
is obtained from the story or complaint Distance Learning through:
guest without inter-  Paraphrased the Distance Learning  Practical
ruption.  References and manuals exercises/assignment Distance Learning
guest complaint
2. Details of the  Enterprise procedures manuals through  written exam
 Showed empathy
guest complaint or multi-media/email
concern are noted. towards complain- Face to face-to-face
3. Full attention is ing guest Tools, equipment Face to face Face to face
given to the com-  Took action on the  Lecture-demonstration Direct observation
plaining guest. guest complaint Guest complaint  Self-paced instruction Demonstration with oral
4. Guest complaint  Recorded com-  Undelivered promise  Group discussion questioning
is paraphrased to plaint  Poor condition of prop-
determine if the  General service erty
concern is correctly principles/Stan-  Dirty property
understood. dards of service  Poor service
 Sequence of ser-  Unfriendly personnel
vice
 Handling guests
with special
needs
 Dealing with diffi-
 cult customer/
clients

LO2 Apoligize to the Guest

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Sincere apology is  Listened and ob- The following resources should Competency in this unit
offered for the disser- tained the entire be provided: should be assessed
vice. story or complaint Distance Learning through:
2. Empathy is shown  Paraphrased the Distance Learning  Practical
to the guest to show  References and manuals exercises/assignment Distance Learning
guest complaint
genuine concern and  Enterprise procedures through  written exam
 Showed empathy
consideration. manuals multi-media/email
3. Excuses or blaming towards complain-
others are avoided. ing guest Face to face-to-face Face to face Face to face
4. Gratitude is ex-  Took action on the Learning materials  Lecture-demonstration Direct observation
pressed to the guest guest complaint  Books and References  Self-paced instruction Demonstration with oral
for bringing the matter  Recorded com-  Technical manuals  Group discussion questioning
up for attention. plaint  Documentation forms
 Report forms
 CBLM
Empathy
 Agree truthfully to minor
points
 Express sincere regret
 Thank the guest for bring-
ing up the matter
 Do not take offense when
guest complains
 Approach with friendly
spirit
LO3. Take Proper action on the complaint
Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Appropriate action  Listened and ob- The following resources should Competency in this unit
is taken regarding tained the entire be provided should be assessed
guest’s concerns story or complaint Distance Learning through:
2. The right person or  Paraphrased the Distance Learning  Practical
department who can  References and manuals exercises/assignment Distance Learning
guest complaint
solve the problem is  Enterprise procedures through  written exam
 Showed empathy
informed for proper manuals multi-media/email
action. towards complain-
3. Difficult situations or ing guest Face to face-to-face Face to face Face to face
serious concerns are  Took action on the Appropriate actions  Lecture-demonstration Direct observation
elevated or referred to guest complaint  Product replacements  Self-paced instruction Demonstration with oral
higher authority.  Recorded com-  Correction  Group discussion questioning
4. Follow up on the plaint  Addition
problem to check  General service  Proper endorsement
whether it solved or principles/Stan-
not. dards of service
 Sequence of ser-
vice
 Handling guests
with special
needs
 Dealing with diffi-
cult customer/
 clients

LO4. Record Complaint

Assessment Criteria Contents Conditions Teaching Assessment Methods
Methods/Strategies
1. Complaints are doc-  Listened and ob- The following resources should Competency in this unit
umented according to tained the entire be provided: should be assessed
the establishment story or complaint Distance Learning through:
standard procedures.  Paraphrased the Distance Learning  Practical
2. Persons concerned  References and manuals exercises/assignment Distance Learning
guest complaint
are recognized and  Enterprise procedures through  written exam
 Showed empathy
actions taken are manuals multi-media/email
recorded. towards complain-
3. Feedback received ing guest Face to face Face to face Face to face
from guests is logged  Took action on the  Working Area  Lecture-demonstration Direct observation
and collated. guest complain Learning materials  Self-paced instruction Demonstration with oral
 Recorded com-  Books and References  Group discussion questioning
plaint  Technical manuals
 General service  Documentation forms
principles/Stan-  Report forms
dards of service  CBLM
 Sequence of ser-
Appropriate actions
vice
 Handling guests  Product replacements
with special  Correction
needs  Addition
 Dealing with difficult Proper endorsement
customer/clients