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NAME OF TRAINEE
1

Greet the guest and answer questions directly and accurately.

2

Ask for necessary information about the reservation.

3

TRAINER:______________________________________________
Record reservation data, based on establishment standards.
Activities

Repeat back the details of the customer and confirm the

4

reservation.
LO 1. Take Table Reservation

Provide additional information to the customer about the

5

restaurant.

REMARKS
1

Prepare all stocks and supplies in the waiter station.

Clean, wipe all cutleries and the dining room equipment then
2

place them to their proper location.

3

Display tent cards on the table for food promotions.

Check and clean all the table, tableware and dining equipment
4

before using.
Activities
5

Put water in all pitchers and prepare ice buckets.

Open and turn on Electric appliances or equipment like coffee

6
LO 2. Prepare service stations and equipment

pots or tea.
7

Refill sauce bottle then wipe, clean and dry the condiments.

REMARKS

Arrange and set tables and chairs according to the standards

1

of the restaurant.
2

Always arrange or fix menus properly.

3

Polish and wipe tableware and glassware before using.

Activities
PREPARE THE DINING ROOM/ RESTAURANT AREA FOR SERVICE

Arrange and fold napkins properly depending on the napkin

4

folding style.
5

Skirt the table properly depending on its design.

LO3 . Set up the tables in the dining area

REMARKS
1

Adjust lights according to the time of the day.

2

Arrange and set the tables and chairs to ensure the comfort of
the customers.
3

Play appropriate music when applicable.

4

Clean and dry the floor/Carpet.

Activities

Adjust cooling of the air-condition depending on the comfort

5

of the guest.

Set-up decorations according to the theme or concept of the

6

dining/ restaurant.
LO4. Set the mood/ambiance of the dining area

REMARKS
DATE:________________________________________________________
1

Greet the guest as soon as they arrive.

2

Welcome the guest and give a smile.

guests
Activities

Check the reservation of the guest based on the

3

establishment standard policy.

LO 1. Welcome and greet

REMARKS
1

Escort the guest and guide them to their table allocation.

2

Guide the guest to their table according to their number.

3

Control the distance of the guest to avoid traffic flow.

Activities
LO 2.Seat the guests

Open the napkins when it’s necessary.

5

Serve water to the guest.

REMARKS
1

Present menu to the guest.

Take orders from the guest according to the establishment’s

2

standard.
3

Note all the special requests of the customers.

Activities
LO 3. Take food and beverage orde
WELCOME GUESTS AND TAKE FOOD AND BEV
 ACHIEVEMENT CH
FOOD AND BEVERAGE SER
(356 Hours)
UESTS AND TAKE FOOD AND BEVERAGE ORDERS
LO 3. Take food and beverage orders
Activities
4
Repeat back and confirm orders of the customer.
 Activities
Provide appropriate tableware and cutleries depending on the

5
order of the menu.

Take food and beverage orders

REMARKS

1
Place the orders and go back to the kitchen immediately.
AND TAKE FOOD AND BEVERAGE ORDERS
Check the quality of food in accordance with the

2
establishment standards.

Check the tableware if it is clean and if there are drips and

3

spills.
4
Activities

Carry out safely the plates or trays.

5

Inform colleagues about the readiness of the item.

Inform the kitchen when there is a dietary meal of the

6

customer.
LO 4. Liaise between kitchen and service areas

Observe and Work technology

REMARKS
1

Master the Proper pronunciation of the dish's name.

2

Memorize the dish's ingredients.

3

Familiarize and memorize sauces.

Activities
4

Study the description of the menu.

LO 1. Know the product

Master the common food allergens to prevent serious health

5

consequences.

REMARKS
1

Provide clear information about the food item.

2

Offer items on special occasions to assist the guest.

Suggest specific menu then just mention general categories in

3

the menu.
4

Recommend food and beverage pairing to the guest.

Activities
5

Give several choices for the option of the guest.

LO 2. Undertake Suggestive selling

Use descriptive words while explaining the food to make it

6

more tempting and appetizing.

PROMOTE FOOD AND BEVERAGE PRODUCTS

Suggest food to the customer

REMARKS
1

Suggest slow moving but highly profitable items to increase

guest check.
2

Offer second serving to the guest.

Mention the food portion for possible adjustments to the

Activities
3

order of the customer.

Recommend new items to regular guests so that they can try

4

the new items in the menu.

LO 3. Carry out Upselling strategies

REMARKS
1

Pick-up food orders from the service area

2

Check the food orders for a good presentation and

appropriate garnish.
3

Serve to the guest who ordered the food.

4

Clear the minimal disturbance in the table and serve the food
to the customer.
Activities
5

Serve the food orders in accordance with the restaurant style.

LO 1. Serve food orders

Mention the name of the dish when serving the guest.

6

Monitor the sequence of service in accordance with the

7

restaurant procedures.

REMARKS
1

Wait and observe the customer and serve what they need.
2

Offer additional food and serve at the appropriate times.

Provide Necessary condiments and appropriate tableware

3

based on the guest order.

Recognize and follow-up delays of food based on the

Activities
4

restaurant's policy.
LO 2. Assist the diners

Check the guest satisfaction using a 3-minute check.

5

Treat with extra attention and care for the children and guests
6

with special needs.

REMARKS
1

Prepare and check if the service wares are complete.

2

Set up tables and chairs according to the event requirements.

(356 Hours)
LO 3. Perform banque
FOOD AND BEVERAGE SERVIC

Acti
ACHIEVEMENT CHAR
 356 Hours)

3
Serve food according to general service principles.

4
Handle food based on the safety procedures.
VEMENT CHART

Activities
5
Ensure that the food service is coordinated.

6
Keep clean the assign area
VERAGE SERVICES NC II

Clear the table and soil the dishes and put them into the
dishwashing area. 7
LO 3. Perform banquet or catering food service

Note and monitor the number of guests to be served.

REMARKS
1

Pick-up on time the beverage orders from the bar.

Check the beverage orders for presentation and appropriate

2

garnishes.
3

Serve the beverage at appropriate times during the meal.

Serve the beverage efficiently according to the standard of the

4

restaurant.
Activities
5

Serve beverages at the right temperature.

PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS

Open bottled wine orders with minimal disturbance to the

6
LO 4. Serve Beverage Orders

other guest.

Execute wine service in accordance with the restaurant

7

procedure.

Execute coffee/tea service in accordance with the restaurant

8

procedures.

REMARKS

Prepare and process bills accurately in coordination with the

1

cashier.
2

Verify the amount due to the customer.

Accept cash and Non-cash payment and issue receipts to the

3

customer.
Activities
4

Give change as required.

Complete the required documentation in accordance with the

5
LO 5. Process payments and receipts

restaurant policy.

REMARKS
1

Remove the soiled dishes when the guests are finished eating.
2

Pick-up Food scraps in accordance with hygiene regulations.

3

Clean the equipment and store in their proper places.

Activities

Clear, reset and make ready the tables for the next sitting
4

when guests are finished with their food.

5

Give thanks to the guest to have a warm farewell.

6

Turn off electrical equipment after using it.

LO 6. Conclude food service and close down dining area

REMARKS
1

Determine the level of intoxication of customers.

2

Refer difficult situations to an appropriate person.

Apply appropriate procedures to the situations in accordance

persons
Activities
3

with the restaurant's policy.

LO 7. Manage intoxicated

Apply policy-making requirements.

REMARKS

Answer telephone calls on time and politely in accordance

1

with the customer service standards.

Check the name of the guest and use it throughout the

2

conversation.

Check, repeat and clarify the details of the guest order for
3

accuracy.
4

Use suggestive selling techniques.

Activities
5

Advise guests for the time of delivery.

Record and check the relevant information in accordance with

6

the restaurant policy and procedure.

LO 1. Take and process room service orders

Interpret accurately the room service orders.

Transfer immediately and relay orders for appropriate

8

location and for preparation.

REMARKS
Prepare the room service equipment and supplies in

1
accordance with the establishments and procedure.

Select and check proper room service equipment and supplies

2
for cleanliness and condition.

Set up trays and trolleys for mind balance, safety and 3

attractiveness.
Activities

Set up room service trays and trolleys according to the food

4

and beverage orders.

LO 2. Set up trays and trolleys

Check the orders before leaving the kitchen for delivery.

6

Cover the food items during the transportation to the room.

REMARKS

Verify the name of the guest on the bill before announcing the
1
PROVIDE ROOM SERVICE

staff’s presence outside the door.

Politely greet the guest in accordance with the

2

establishments’ service procedure.

Activities
orders to guests

Ask the guest if where they want the tray or trolley position.
4

Deliver the food orders on time desired by the guest.

LO 3. Present and serve food and beverage

REMARKS

Check the guests account for accuracy and present it in

1

accordance with the establishments’ procedure.

Acknowledge the cash payments and then present it to the

2
Activities

cashier for processing in accordance with the establishments’

guidelines.
3

Ask the guest to sign the bills for the change accounts.
LO 4. Present room service account

REMARKS

Explain the procedure to take away the tray or trolley when

1

the guests have finished their meal.

Check and clear the floors in accordance with the

2

establishments’ procedure.
Activities

Clear the dirty trays in accordance with the establishments’

3

procedures.

Clean and return the trays and trolleys then return it to the
4

room service area.

LO 5. Clear away room service equipment

REMARKS

Secure the entire story or issue of concern from the guest

1

without interruption.
2

Note the details of the guest complaint or concern.

Activities
3

Give full attention to the complaining guest.

Interpret the guest complaint to determine if the concern is

4
LO 1. Listen to the complaint

correctly understood.

REMARKS
1

Offer sincere apology for the inconvenience.

Show understanding to the guest to show genuine concern

2

and consideration.
Activities
3

Avoid excuses of blaming others.

Express gratitude to the guest for bringing the matter up for

4
LO 2. Apologize to the guest

attention.

REMARKS
1

Take appropriate action regarding guests' concerns.

RECEIVE AND HANDLE GUEST

Inform the right person or department who can solve the

LO 3. Take

problem for proper action.

CONCERNS

Activities
complaint

Refer the difficult situation or serious concerns to higher

3

authority.
4
proper action on the

Follow-up the problem to check whether it is solved or not.

REMARKS

Document the complaints according to the establishments’

1

standard procedures.
2

Recognize, take action and record the guests' concerns.

Activities
LO 4. Record complaint

Record and compile the feedback received from the guest.

REMARKS
 9
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1
NO.

25
24
23
22
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20
19
18
17
16
15
14
13
12
11
10
NAME OF TRAINEE
1

Take table reservations

Prepare service stations

2

and equipment

TRAINER:______________________________________________
3
SERVICE

Set up the tables in the

dining area
Learning Outcomes
RESTAURANT AREA FOR

4
PREPARE THE DINING ROOM/

Set the mood/ambiance

of the dining area
REMARKS

Welcome and greet

1

guests
2

Seat the guests

Take food and beverage

3

orders
Learning Outcomes
4
WELCOME GUESTS AND TAKE
FOOD AND BEVERAGE ORDERS

Liaise between kitchen

and service areas
REMARKS
1

Know the product

2

Undertake Suggestive
AND

selling
PRODUCT
BEVERAGE

3
PROMOTE FOOD

Carry out Upselling

Learning Outcomes

strategies
REMARKS
1

Serve food orders

(356 hours)

Assist the diners

PROGRESS CHART

Perform banquet or
3

catering food service

4

Serve Beverage Orders

FOOD AND BEVERAGE SERVICES NC II

Process payments and

receipts
Learning Outcomes
PROVIDE FOOD AND
BEVERAGE PRODUCTS

DATE:________________________________________________________

Conclude food service

6

and close down dining

area
7

Manage intoxicated
persons
REMARKS
1

Take and process room

service orders
2

Set up trays and trolleys

Present and serve food

3

and beverage orders to

guests
Learning Outcomes

Present room service

4

account
PROVIDE ROOM SERVICE

Clear away room

service equipment
REMARKS
1

Listen to the complaint

2

Apologize to the guest

3

Take proper action on

the complaint
GUEST CONCERNS.

Learning Outcomes
4

Record complaint
RECEIVE AND HANDLE

REMARKS