FNB CBLM

Document Code
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Certification 11 JULY 2017
Office
TESDA-OP CO-01-F11
(Rev.No.00-03/08/17)
COMPETENCY-BASED CURRICULUM
A. Course Design
Course Title: FOOD AND BEVERAGE SERVICES
Nominal Duration: 356 Hours
Qualification Level: NCII
Course Description: This course is designed to enhance the knowledge,
skills and attitudes in FOOD AND BEVERAGE
SERVICES NC II in accordance with industry
standards. It covers the basic, common and core
competencies required in the delivery of food and
beverage service in various foodservice facilities. It
covers the core competencies on preparing the
dining room for service, welcoming guests and
taking food and beverage orders, promoting food
and beverage products, providing food and beverage
service to guests, providing room service, and
receiving and handling guest concerns.
Trainee Entry
Requirements: 1. can communicate in Basic English both oral
and written
2. At least completed the 10-year basic education
3. Can perform basic mathematical computation
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Course Structure
Basic Competencies
No. of Hours: (18 Hours)
Unit of Module Title Learning Nominal
Competency Outcomes Duration
1.Participate in Participating in 1.1Obtain 4.5 hrs
workplace work-place and convey
communication communication workplace
information
1.2 Speak
English at a
basic
operational
level
1.3
Participate in
workplace
meeting and
discussion
1.4 Complete
relevant work
related
documents
2.Work in team Working in team 2.1 Describe 4.5 Hrs.
environment environment and identify
team role and
responsibility
in a team
2.2 Describe
work as a
team member
2.3 Work
effectively
with
colleagues
2.3 Work in
a socially
diverse
environment
3.Practice career Practicing career 3.1 Integrate 4.5Hrs
professionalism professionalism personal
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objectives
with
organizational
goals
3.2 Set and
meet work
priorities
3.3 Maintain
professional
growth and
development
4.Practice Practicing 4.1 Evaluate 4.5 Hrs
occupational occupational hazard and
health and safety health and safety risks
procedures procedures 4.2 Control
hazards and
risks
4.3 Maintain
occupational
health and
safety
awareness
4.4 Perform
basic first-aid
procedures
Common Competencies
No. of Hours: (18 hrs)
1. Develop and Developing and 1.1Seek 3.6 hrs
update update industry information on
industry knowledge the industry
knowledge 1.2Update
continuously
relevant industry
knowledge
1.3Develop and
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update local
knowledge
1.4Promote
products and
services to
customers
2. Observe Observing work- 2.1Follow 3.6 hrs
workplace place hygiene hygiene
hygiene procedures procedures
procedures 2.2Identify and
prevent hygiene
risk
3. Perform Performing 3.1Plan and 3.6 hrs
computer computer prepare task to
operations operations be undertaken
3.2Input data
into a computer
3.3Assess
information
using computer
3.4Produce/
output data
using computer
system
3.5Maintain
computer system
4. Perform Performing work- 4.1Practice 3.6 hrs
workplace and place and safety workplace
safety practices practices procedures for
health, safety
and security
practices
4.2Perform child
protection duties
relevant to the
tourism industry
4.3Observe and
monitor people
4.4Deal with
emergency
situations
4.5Maintain safe
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personal
presentation
standards
4.6Maintain a
safe and secure
workplace
5. Provide Providing effective 5.1Greet 3.6 hrs
effective customer service customers
customer 5.2Identify needs
service of customers
5.3Deliver service
to customer
5.4Handle
queries through
use of common
business tools
and technology
5.5Handle
complaints/
conflict
situations,
evaluation and
recommendation
s
Core Competencies
No. of Hours:(320)
1. Prepare the Preparing the 1.1Take table 53.3 hrs
dining room/ dining room/ reservation
restaurant area restaurant area 1.2Prepare
for service for service service stations
and equipment
1.3Set-up the
tables in the
dining area
1.4Set the
mood/ambiance
of the dining
area
2. Welcome Welcoming 2.1 Welcome 53.3 hrs
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guests and guests and take and greet

take food and food and guests
beverage beverage orders 2.2 Seat the
orders guest
2.3 Take food
and beverage
orders
2.4 Liaise
between kitchen
and service
areas
3. Promote food Promoting food 3.1 Know the 53.3 hrs
and beverage and beverage product
products products 3.2 Undertake
Suggestive
selling
3.3 Carry out
Upselling
strategies
4. Provide food Providing food 4.1 Serve food 53.3 hrs
and beverage and beverage orders
services to services to 4.2 Assist the
guests guests diners
4.3 Perform
banquet or
catering food
service
4.4 Serve
beverage orders
4.5 Process
payments and
receipts
4.6 Conclude
food service and
close down
dining area
4.7 Manage
intoxicated
persons
5. Provide room Providing room 5.1 Take and 53.3 hrs
service service process room
service orders
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5.2 Set up
trays and
trolleys
5.3 Present
and serve food
and beverage
orders to guests
5.4 Present
room service
account
5.5 Clear away
room service
equipment
6. Receive and Receiving and 6.1 Listen to 53.3 hrs
handle guest handling guest the complaint
concerns concerns 6.2 Apologize
to the guest
6.3 Take
proper action
on the
complaint
6.4 Record
complaint
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Assessment Methods:
1. Written test
2. Practical performance test
3. Interview
Course Delivery:
• The training is based on curriculum developed from the
competency standards;
• Learning is modular in its structure;
• Training delivery is individualized and self-paced;
• Training is based on work that must be performed;
• Training materials are directly related to the competency standards
and the curriculum modules;
• Assessment is based on the collection of evidence of the performance
of work to the industry required standard;
• Training is based both on and off-the-job components;
• Allows for recognition of prior learning (RPL) or current competencies;
• Training allows for multiple entry and exit; and
• Approved training programs are Nationally Accredited
Resources:
(List of recommended tools, equipment and materials for the training of

(no. of trainees) trainees for (title of program/qualification).
WAITERING TOOLS, MATERIALS AND EQUIPMENT
QTY DINNERWAR QTY CUTLERIES QT GLASSWARE

E Y
Dinner plates, 24 Red wine glasses
24 pcs 24 pcs. Dinner knives pcs.
10”
Show/service 24 White wine glasses
6 pcs. 24 pcs. Dinner forks
plates, 11-14” pcs.
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Salad plates 24 Water goblets

24 pcs. 24 pcs. Salad knives
7-8” pcs.
Fish plates, 24 Juice glasses/Hi ball
24 pcs. 24 pcs. Salad forks
8-9” pcs.
Dessert 24 Champagne flute
24 pcs. 24 pcs. Fish knives
plates, 7-8” pcs.
Side plates or
24
24 pcs. bread plates, 24 pcs. Fish forks Collins glasses
pcs.
6”
Soup Soup spoons (cream 24 Pilsner glasses/Ice
24 pcs. 24 pcs.
plate/bowl and consume) pcs. tea glasses
Cups and
24 pcs. saucers 5-6 24 pcs. Dessert spoons
oz
24 pcs. Dessert forks
24 pcs. Teaspoons
24 pcs. Cocktail forks
6 pcs. Service forks
6 pcs. Service spoons
24 pcs. Steak knives
24 pcs. Butter knives
24 pcs. Oyster forks
Facilities:
Size in Area in Sq. Total Area in
Space Requirement
Meters Meters Sq. Meters
Lecture/Laboratory Area 5 x 10 50 50
Wash Room 2x5 10 10
Tool Room/Supply Room 5x4 20 20
Circulation Area 5x5 25 25
Total Workshop Area : 105

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Qualification of
Instructors/Trainers:
• 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 industry experience
 Must have attended and/or has been involved in food and beverage
service trainings, seminars, conventions or related activities in the
last 5 years
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B. Modules of Instruction
Basic Competencies: COMMUNICATIONS

Unit of Competency: PARTICIPATE IN WORKPLACE COMMUNICATION
Modules 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
requirments.
Nominal Duration: 16hrs.
Summary of Learning Outcomes:
LO1. Obtain and convey workplace information
LO2. Complete relevant work related documents.
LO3. Participate in workplace meeting and discussion.
Details of Learning Outcomes:

LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION.
Assessment Contents Conditions Methodologies Assessment

Criteria Methods
Specific Parts of Writing Group Written test
relevant speech materials discussion
information is (pen & Practical
accessed from Sentence paper) Interaction performanc
appropriate constructi e test
sources. on References Lecture
(books) Interview
Effective Effective Reportorial
questioning communi Manuals
and active cation
listening and
speaking are Conduct
used to gather interviews
and convey
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information.
Appropriate
medium is
used to
transfer
information
and ideas.
4.Appropriate
non-verbal
communication
is used.
Appropriate
lines of
communication
with superiors
and colleagues
are identified
and followed.
Defined work
procedures for
the location
and storage of
information are
used.
Personnel
interaction is
carried out
clearly and
concisely.
LO2. COMPLETE RELEVANT WORK RELATED DOCUMENTS
Assessment Contents Conditions Methodologie Assessment

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Criteria s Methods
Ranges of Basic Paper Group Written test
forms relating mathemat discussion
to conditions of ics Pencils / Practical!
employment ball pen Interaction Performanc
are completed Technical e test
accurately and writing Reference Lecture
legibly. books Interview
Types of
Workplace forms Manuals
data is
recorded on
standard
workplace
forms and
documents.
Basic
mathematical
process are
used for
routine
calculations.
Errors in
recording
information on
forms!
documents are
identified and
rectified.
Reporting
requirements
to superior are
completed
according to
enterprise
guidelines.
LO3. WORK IN TEAM ENVIRONMENT

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Criteria s Methods
Specific 1.Sentenc 1.Paper 1.Group 1.Written
relevant e discussions test
information is constructi 2.Pencils/b
accessed from on all pen 2.Interaction 2.Practical /
appropriate performance
sources. 2.Technic 3.Reference test
al writing s (books) 3.Lecture
Effective 3.Interview
questioning 4.Manuals
and active 3.Recordi
listening and ng
speaking are informatio
used to gather n
and convey
information.
Appropriate
medium is
used to
transfer
information
and ideas.
Appropriate
non-verbal
communication
is used.
Appropriate
lines of
communication
with superiors
and colleagues
are identified
and followed.
Defined work
procedures for
the location
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and storage of
information are
used.
Personnel
interaction is
carried out
clearly and
concisely.
Basic Competencies : TEAM WORK

Unit of Competency : WORK IN A TEAM ENVIRONMENT
Modules Title: WORKING IN A TEAM ENVIRONMENT
Module Descriptor: This module covers the knowledge, skills, and
attitudes required to relate in a work based
environment.
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

Criteria s Methods
Role and Team role. SOP of Group Written test
objective of the workplace discussion/i
team is Relationship nteraction Observation
identified. and Job
responsibiliti procedures Case studies
Team es Simulation
parameters, Client / Simulation
relationships Role and supplier Role playing
and responsibiliti instruction
responsibilitie es with team s
s are environment.
identified. Quality
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Relationship standards
within a
Individual role team. Organizati
and onal or
responsibilitie external
s within team personnel
environment
are identified.
Roles and
responsibilitie
s of other team
members are
identified and
recognized.
Reporting
relationships
within team
and external
to team are
identified.
LO2 .DESCRIBE WORK AS A TEAM MEMBER

Criteria s Methods
Appropriate Communi SOP of Group Observatio
forms of cation workplace discussion/in n of work
communication process teraction activities
and Job
interactions are Team procedures Case studies
undertaken. structure Observatio
/ team Organizatio n through
Appropriate roles n or Simulation simulation
contributions external or role play
to complement Group personnel
team activities planning Case
and objectives and studies and
were made. decision scenarios.
making
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Reporting
using standard
operating
procedures
followed.
Development of
team work
plans based
from role team
were
contributed.
Basic Competencies: COMUNICATIONS

Unit of Competency: PRACTICE CAREER PROFESSIONALISM
Modules Title: PRACTICING CAREER PROFESSIONALISM
Attitudes in promoting career growth and
advancement.
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

Criteria Methods
Pursue Code of simulated Video Interview -
personal conduct laboratory presentation oral
growth and and code room case
work plan of ethics studies Discussion written
towards
improving Personal electronic Research Observatio
qualifications hygiene learning n
set for device
profession Interperso
nal and prints and
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Maintain intraperso media

intrapersonal nal skills computer
and
interpersonal Communi television
relationships in cation and video
the course of skills set
managing self,
based on Fundame
performance ntal rights
evaluation. at work
Commitment to
the
organization Company
and its goal is procedure
demonstrated s and
in the standards
performance of
duties
LO2. SET AND MEET WORK PRIORITIES

Criteria s Methods
Completing Work assessment Lecture/ Interview -
demands are values tools for Discussion oral
prioritized to and ethics case
achieve studies Written
personal, team Company Research/
and policies simulated project
organizational laboratory Portfolio
goals and Company room case assessment
objectives operating studies
procedure
Resources are s and electronic
utilized standards learning Simulation
efficiently and device
effectively to Gender
manage with and prints and
priorities and Developm media
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commitments ent
computer
Practice long Personal
economic use Hygiene Workplace/
and location
maintenance assessment
equipment and
facilities are television
followed as per and video
established set
procedures.
LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

Criteria s Methods
Trainings and Certificati Certificates Film viewing Interview -
career ons and and oral
opportunities licenses licenses Lecture
are identified appreciati pen and Written
and availed of on paper Group
based on job Discussion Observation
requirements Participat
e in Research
Recognitions training
are sought/ programs
received and Simulated
demonstrated Awards/ training
as proof of rewards workshops
career
advancement
Obtain and
renew licenses
and/ or
certifications
relevant to job
and career
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Basic Competencies: COMUNICATION/SAFETY PROCEDURES

Unit of Competency : PRACTICE OCCUPATIONAL HEALTH AND
SAFETY PROCEDURES
Modules Title: PRACTICING OCCUPATIONAL HEALTH AND
SAFETY PROCEDURES
attitudes to comply with the regulatory and
organizational requirements for occupational health
and safety such as identifying, evaluating and
maintaining OHS awareness.
Nominal Duration:
LO1. Identity hazards and risks

LO2. Evaluate hazards and risks
LO3. Control hazards and risk
LO4. Maintain occupational health and safety awareness

LO1 .Identity hazards and risks

Criteria s Methods
Workplace Hazards Workplace Interactive Situation
hazards and and risks -lecture Analysis
risks are identificat PPE
identified and ion and Simulation Interview
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clearly control Learning

explained. Guides Symposium
Organizati Practical
onal Group Exam
Hazards/Risks safety and Hand-outs Dynamics
and its health Organizatio Written
corresponding protocol nal Safety Exam
indicators are and Health
identified in Threshold Protocol
with the limit
company value
procedures. (TLV) OHS
OHS Indicators
Contingency indicators
measures are Threshold
recognized and Limit Value
established in
accordance Hazards/Ris
with k
organizational Identificatio
procedures. n and
Control
CD’s, VHS
tapes,
transparenci
es
LO2. EVALUATE HAZARDS AND RISKS

Criteria s Methods
Terms of TLV table Hand outs Interactive Interview
maximum on -lecture
tolerable limits Phil OHS Written
are identified Standards Phil. OHS Situation Exam
based on Standards Analysis
threshold limit Effects of Simulation
values (TLV) hazards Effects of Symposium
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in the hazards in
Effects of workplace the Film viewing
hazards are workplace
determined. Ergonomi Group
cs Ergonomics Dynamics
OHS issues
and concerns EGG EGG
are identified in Regulatio regulations
accordance ns TLV Table
with workplace CD’s, VHS
requirements tapes,
and relevant transparen
workplace OHS cies
legislation.
LO3.CONTROL HAZARDS AND RISKS

Criteria Methods
OHS Safety Hand outs Interactive Written
procedures for Regulatio on -lecture
controlling ns Interview
hazards and Safety Symposium
risk are strictly Clean Air Regulations Case/Situa
followed. Act Film Viewing tion
Clean Air Analysis
Procedures in Act Group
dealing with Electrical Dynamics
workplace and Fire Electrical Simulation
accidents, fire Safety and Fire Self pace
and Code Safety Code
emergencies
are followed in Waste Waste
accordance managem manageme
with the ent nt
organization’s
OHS policies. Disaster Disaster
Preparedn Preparedne
Personal ess and ss and
protective Managem Manageme
equipment is ent nt
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correctly used
in accordance Contingen Contingenc
with cy y Measures
organization’s Measures and
OHS and Procedures
procedures and Procedure
practices. s OHS
Personal
Procedures in Records
providing
appropriate PPE
assistance in
the event of CD’s, VHS
workplace tapes,
emergencies transparen
are identified in cies
line with the
established
organizational
protocol.
LO4. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS

Criteria Methods
Procedures in Operation Workplace Interactive Demonstrat
emergency al health -lecture ion
related drill are and safety PPE
strictly followed procedure Simulation Interview
in line with the , practices OHS
established and personal Symposium
organization regulation records Written
guidelines and s Film Viewing Exam
procedures. CD’s, VHS
Emergenc tapes, Group
OHS personal y-related transparen Dynamics Portfolio
records are drills and cies Assessment
filled up in training
accordance Health
with workplace record
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requirements.
3.PPE are
maintained in
line with
organization
guidelines and
procedures.
Basic Competencies: Communications

Unit of Competency: PERFORM WORKPLACE SAFETY PRACTICES
Modules 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: 5HRS

LO1. Practice workplace safety, security and hygiene
systems, processes and operation
LO 2. Responds appropriately to faults, problems and
emergency situations
LO 3.5’s in workplace
LO 4. Environmental protection awareness

LO1 . Practice workplace safety, security and hygiene systems,
processes and operation

Criteria Methods
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Correct Health, Manuals Self Written/Or

healthy, safety safety and Handbook paced/modul al
and security security safety and ar examinatio
procedures are procedure security n
complied in s Report Demonstratio
line with the (sample) n Practical
legislation and Breaches Small group demonstrat
regulation procedure discussion ion
s Distance
Correct health, education
safety and
security
procedures are
followed.
Breaches of
health, safety
and security
procedures are
identified.
LO2. Responds appropriately to faults, problems and emergency

situations
Assessment Contents Conditions Methodologies Assessmen

Criteria t
Methods
Emergency and Personal Emergency Self- Written/Or
potential injuries procedure paced/modula al
emergency are Fire manuals r examinatio
recognized and n
appropriate Electrocuti Handbook Demonstration
action are on safety and Practical
taken security Small group demonstra
Natural discussion tion
Emergency calamity Report
procedures are Distance Observatio
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followed in line Emergency education n

with enterprise Criminal drills –
procedures acts instruction
/guideline
Assistance is s
sought from
colleagues to
resolve or
respond to
emergency
situation
Safe personal
presentation
standard are
identified and
followed
LO3 . 5’s in workplace

Criteria s Methods
Follow the 5’s soft brooms Self Written/Ora
principles of FI- Principles paced/modul l
FO duster ar examination
Set aside organizers Demonstratio Practical

everything in n demonstrati
its proper place labeling on
materials Small group
Proper labeling discussion Observation
of markers
cabinets/shelv Distance
es education
Sweep floor
and dust
furniture and
fixtures
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LO4. Environmental protection awareness
Assessment Contents Conditions Methodologi Assessment

Criteria es Methods
Segregates Waste Modules Self Written/Ora
wastes managem paced/mod l
ent Reference ular examination
Identify bio- book
degradable Pollution Demonstrati Practical
from non-bio- control Guidelines on demonstrati
degradable on waste on
Effect of disposal Small group
Empties trash pollution discussion Observation
regularly Flyers/broch
Types of ures Distance
pollutants education
Use
environmental
friendly
materials in
waste disposal
Proper waste
disposal
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Common Competencies: KNOWLEDGE

Unit of Competency: DEVELOP AND UPDATE INDUSTRYKNOWLEDGE
Modules Title: DEVELOPING AND UPDATE INDUSTRY
KNOWLEDGE
Attitudes required to access, increase and update
industry knowledge .
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

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Criteria Methods
Sources of media Proper Self Written/Or
information on reference hygiene paced/modul al
the industry book procedure ar examinatio
are correctly libraries manuals n
identified and union internet Demonstratio
accessed industry personal n Practical
associatio computer demonstrat
Specific n reference Small group ion
information on internet book discussion
sector of work personal industry
is accessed and observatio journals Distance
updated n education
LO2. Access, apply and share industry information
Assessment Contents Conditions Methodologie Assessmen

Criteria s t
Methods
Sources of Trade Industry Self Written/Or
information on unions journals/ma paced/modul al
the industry environm nuals ar examinatio
are accessed ental n
and applied issues internet Demonstratio
and personal n Practical
Industry requireme computer demonstra
information is nts reference Small group tion
correctly book discussion
applied to day-
to-day activity Industrial Distance
relations education
Information to issues
assist effective and major
work organizati
performance is on
obtained
Career
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opportuni
ties
Work
ethic
required
to work in
the
industry
Quality
assurance
LO3 . Update continuously relevant industry knowledge

Criteria s Methods
Updated media internet Self Written/Ora
knowledge is libraries/r personal paced/modul l
shared with eference computer ar examination
customer and book reference Demonstratio
colleagues uion/indu book n Practical
stry demonstrati
associatio Small group on
Formal and n discussion
informal internet
research is use Distance
to update education
general
knowledge of
the industry
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Common Competencies:
Unit of Competency: PERFORM COMPUTER OPERATIONS
Modules Title: PERFORMING COMPUTER OPERATIONS
attitudes needed to perform computer operations.
This includes in putting, accessing, producing and
transferring data using appropriate hardware and
software.
Nominal Duration: 40 HRS
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
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Assessment Contents Conditions Methodologies Assessme

Criteria nt
Methods
•Requirements Types of Equipment Self Writen/Or
of the task computer and paced/modular al
undertaken are s and Accessories examinati
determine and basic personal Demonstration on
properly features computer
understood of Small group Practical
different network discussion demonstr
•Appropriate operating system a-tion
hardware and systems communica Distance edu-
software is tion cation
selected in Plain equipment
accordance parts of a printerscan
with the task computer ner
assigned and
required Storage keyboard
outcome devices mouse
and basic
•Planned categories Supplies
tasked of and
conformed with memory Materials
the OHS office
guidelines and supplies
procedures
Types of diskettes
software CDs
Zip disks
Computer
capacity Tools
Set of
OHS screw
Guideline driver
s
Learning
Computer Materials
Capacity
Learning
elements/a
ctivity
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sheets
Manufactur
er’s manual
LO2. INPUT DATA INTO THE COMPUTER

Criteria s Methods
Entered data Standard Equipment Self Written/Or
into the operating and paced/modul al
computer using procedure Accessories ar examinatio
appropriate s in n
program/applic entering personal Demonstratio
ation is in and computer n Practical
accordance saving demonstrat
with company data into network Small group ion
procedures the system discussion
computer
Accuracy of communica Distance edu-
information is Storage tion cation
checked in media equipment
accordance printer
with the Ergonomi
standard c scanner
operating guidelines
procedures keyboard
mouse
Information is
saved in Supplies
accordance and
with the Materials
standard
operating office
procedures supplies
Inputted data diskettes

that are stored
in the storage CDs
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media are in
accordance Zip disks
with the
requirements Tools
Work is Set of
performed screw
within the driver
ergonomic
guidelines Learning
Materials
Learning
elements/a
ctivity
sheets
Manufactur
er’s manual
LO3. ACCESS INFORMATION USING COMPUTER
Assessment Contents Conditions Methodologies Assessmen

Criteria t
Methods
Correct Procedure The Self Written/Or
program/applic s/Techniq students paced/modular al
ation is ues in must be examinatio
selected based Accessing with the Demonstration n
on job Informatio following:
requirements n Small group Practical
Equipment discussion demonstra
Desktop and -tion
Icons Accessories Distance
education
Program/applic Keyboard personal
ation Technique computer
containing the s Based
information on OHS network
required is Requirem system
accessed in ents
accordance
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with the communica

company tion
procedures equipment
Desktop printer
icons are
correctly scanner
selected,
opened and keyboard
closed for mouse
navigation
purposes. Supplies
and
Materials
Keyboard
techniques office
is carried supplies
out in line
with OHS diskettes
requirement
s for safe CDs
use of
keyboards Zip disks
Tools
Set of
screw
driver
Learning
Materials
Learning
elements/a
ctivity
sheets
Manufactur
er’s manual
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LO4. PRODUCE OUTPUT DATA USING COMMUNICATION SYSTEM

Criteria s Methods
•Entered data • Software •Equipmen Self Written/Or
is processed Command t and paced/modul al
using s Accessories ar examinatio
appropriate n
software Operation -personal Demonstratio
commands and Use computer n Practical
of -network demonstra-
•Printed out Peripheral system Small group tion
data as Devices communica discussion
required using tion
computer •Procedur equipment Distance
hardware/perip es in -printer education
heral devices is Transferri -scanner
in accordance ng -keyboard
with standard Files/Dat -mouse
operating a
procedures
•Supplies
• Transferred and
files/data Materials
between
compatible
systems using -office
computer supplies
software, -diskettes
hardware/perip -CDs
heral devises is -Zip disks
in accordance
with standard •Tools
operating -Set of
procedures screw
driver
•Learning
Materials
-Learning
elements/a
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sheets
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er’s manual
LO4. MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS

Criteria s Methods
• Cleaning, • •Equipmen Self Written/Ora
minor Cleaning, t and paced/modul l
maintenance Minor Accessories ar examination
and Maintena -personal
replacement of nce and computer Demonstratio Practical
consumables Replacem -network n demonstra-
are ents of system tion
implemented in Consuma communica Small group
accordance bles tion discussion
with standard • equipment
operating Creating -printer Distance
procedures More -scanner education
Space in -keyboard
• Procedures the Hard -mouse
for ensuring Disk •Supplies
security of data • and
including Reviewing Materials
regular back- Programs -office
ups and virus • Deleting supplies
checks are Unwanted -diskettes
implemented in Files -CDs
accordance • -Zip disks
with standard Checking
operating Hard Disk •Tools
procedures for Errors -Set of
• Viruses screw
• Basic file and Up to driver
maintenance Date Anti-
procedures are Virus •Learning
implemented in Programs Materials
line with the -Learning
standard elements/a
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operating ctivity
procedures sheets
Manufactur
er’s manual
Common Competencies:
Unit of Competency: PROVIDE EFFECTIVE CUSTOMER SERVICE
Modules Title: Providing Effective Customer Service
Module Descriptor: This module covers the knowledge, skills
and attitude in providing effective customer
service.
Nominal Duration:

LO1. Apply effective verbal and non-verbal
communication skills to respond to
customer needs
LO2. Provide prompt and quality service to customer
LO3. Handle queries through telephone,
fax machine, internet and e-mail
LO4. Handle customer complaints, evaluation and
recommendations
LO1. Apply effective verbal and non-verbal communication skills to

respond to customer needs
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Criteria Methods
Standard Personalit Recorder Self Written/Or
Operating y Microphone paced/modul al
Procedures developm Full-body ar examinatio
(SOP) when ent and mirror n
greeting the public Company Demonstratio
guest were relations dress n Practical
followed demonstra-
Basic oral Video Small group tion
Information communi Camera discussion
were properly cation/ recorder
disseminated writing Television Distance
memos VHS/DVD education
Use interactive and Player
communication letters
with others V8 tape
Preparing CD
job Make=up
document kit
ation References:
-Following Books,
instructio brochures,
ns manuals
-Filling-
out forms
LO2 . Provide prompt and quality service to customer

Criteria s Methods
Customer Food and Recorder Self Written/Or
needs were culture Video paced/modul al
assessed Camera ar examinatio
according to Exploratio recorderV8 n
relationships n of food tape Demonstratio
between food trends n Practical
and religion, - Past, Microphone demonstra-
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gender, present Television Small group tion

folkways, and CD discussion
mores and life- future Full-body
cycle trend mirror Distance edu-
VHS/DVD cation
Communicatio Communi Player
n standards in cation Make=up
customer standards kit
service were in Company
followed customer dress
service
Identified References:
opportunities Books,
to enhance the brochures,
quality of manuals
services and
products were
implemented
4.Time
management
LO3. Handle queries through telephone, fax machine, internet and e-

mail

Criteria s Methods
Applied Uses of Recorder •Modular •Interview
telephone telephone, Video (self-pace (oral/questi
ethics fax Camera learning) onnaire)
machine, recorder •Electronic •Observatio
Applied correct internet tape Learning n
procedure in and e- Microphone •Industry •Demonstrat
using mail Television Immersion ion of
telephone, fax CD •Demonstrati Practical
machine and Telephone Full-body on Skills
internet and mirror •Film-viewing
electronic VHS/DVD
Daily report is mail Player
accomplished ethics
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according to Make=up
company rules Procedure kit
and regulations s in Company
handling dress Fax
queries machine
References:
Computer
with printer
and
internet
connection
Books,
brochures,
manuals
Core Competencies:
Unit of Competency: PREPARE THE DINING ROOM/RESTAURANT AREA
FOR SERVICE
Modules Title: PREPARE 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 food service facility.
Nominal Duration: 8 hours
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

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Criteria Methods
Inquiries are Foodservi Different Written Workplace
answered ce tableware and/or oral or
promptly, operation and dining questions to simulated
clearly and s room test environmen
accurately. equipment. candidate’s t or
Reservatio knowledge on
Pertinent ns Table the different TESDA
questions are process skirting tableware and accredited
asked to and set-up equipment assessment
complete the Basic parapherna and Station center/ven
details of the types of lia mise-en-place ue
reservations. tableware
Dinnerwa Cloth Simulation/ro
Reservations re napkins le play to test
data are (correct size the
recorded on Beverage and candidate’s
forms ware/glas material) knowledge
accurately sware and skills in
based on Silverware taking
establishment’s /cutlery reservations
standards. telephone
General skills
Details of the rules in Practical/De
reservations laying monstration
are repeated covers/ta for table
back and ble set-up setting,
confirmed with skirting and
the party Different napkin
making the napkin folding
reservation. folding
styles Demonstratio
Additional n to show the
information Station types of
about the food mise-en- service
service place
establishment
is provided Telephone
when ethics
necessary.
Table
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skirting
styles
Banquet
set-up
styles
LO2 . Prepare service stations and equipment

Criteria s Methods
Service or Foodservi Different Written Workplace
waiter’s ce tableware and/or oral or
stations are operation and dining questions to simulated
stocked with s room test environmen
supplies equipment. candidate’s t or
necessary for Reservatio knowledge on
service. ns Table the different TESDA
process skirting tableware and accredited
All tableware and set-up equipment assessment
and dining Basic parapherna and Station center/ven
room types of lia mise-en-place ue
equipment are tableware
cleaned, wiped Dinnerwa Cloth Simulation/ro
and put in re napkins le play to test
their proper (correct size the
places. Beverage and candidate’s
ware/glas material) knowledge
Special tent sware and skills in
cards and Silverware taking
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similar special /cutlery reservations

displays are telephone
put up for General skills
promotion. rules in Practical/De
laying monstration
Cleanliness covers/ta for table
and condition ble set-up setting,
of all tables, skirting and
tableware and Different napkin
dining room napkin folding
equipment are folding
checked. styles Demonstratio
n to show the
Water pitchers Station types of
and ice buckets mise-en- service
are filled. place
Electrical Telephone
appliance or ethics
equipment like
coffee pots, tea Table
pots, plate skirting
warmers etc. in styles
the dining area
are turned on Banquet
and kept ready. set-up
styles
Condiments
and sauce
bottles are
refilled and the
necks and tops
of the bottles
are wiped clean
and dry.
LO3 . Set up the tables in the dining area

Criteria s Methods
Tables are set Foodservi Different Written Workplace
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according to ce tableware and/or oral or simulated

the standards operation and dining questions to environment
of the food s room test or
service equipment. candidate’s
establishment. Reservatio knowledge on TESDA
ns Table the different accredited
In cases where process skirting tableware and assessment
the menu is and set-up equipment center/venu
pre-arranged or Basic parapherna and Station e
fixed, covers types of lia mise-en-place
are set tableware
correctly Dinnerwa Cloth Simulation/ro
according to re napkins le play to test
the (correct size the
predetermined Beverage and candidate’s
menu. ware/glas material) knowledge
sware and skills in
Tableware and Silverware taking
glassware are /cutlery reservations
wiped and telephone
polished before General skills
they are set up rules in Practical/De
on the table. laying monstration
covers/ta for table
Cloth napkins ble set-up setting,
are folded skirting and
properly and Different napkin
laid on the napkin folding
table folding
appropriately styles Demonstratio
according to n to show the
napkin folding Station types of
style. mise-en- service
place
Buffet or
display tables Telephone
are skirted ethics
properly taking
into account Table
symmetry, skirting
balance and styles
harmony in
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size and Banquet

design. set-up
styles
LO4. Set the mood/ambiance of the dining area

Criteria Methods
Lights are Foodservi Different Written Workplace
adjusted ce tableware and/or oral or
according to operation and dining questions to simulated
time of the day. s room test environmen
equipment. candidate’s t or
Tables, chairs Reservatio knowledge on
and other ns Table the different TESDA
dining room process skirting tableware and accredited
furniture are and set-up equipment assessment
arranged to Basic parapherna and Station center/ven
ensure comfort types of lia mise-en-place ue
and tableware
convenience of Dinnerwa Cloth Simulation/ro
the guests. re napkins le play to test
(correct size the
Appropriate Beverage and candidate’s
music is played ware/glas material) knowledge
when sware and skills in
applicable Silverware taking
/cutlery reservations
Floors/carpets telephone
are cleaned General skills
and made sure rules in Practical/De
are dry. laying monstration
covers/ta for table
Air-condition or ble set-up setting,
cooling units skirting and
are adjusted for Different napkin
the comfort of napkin folding
the guests folding
styles Demonstratio
Decorations are n to show the
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set-up Station types of

according to mise-en- service
theme or place
concept of the
dining room. Telephone
ethics
Table
skirting
styles
Banquet
set-up
styles
Core Competencies:
Unit of Competency: WELCOME GUESTS AND TAKE FOOD
AND BEVERAGE ORDERS
Modules 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.
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
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Criteria Methods
Guests are Welcomin Different Practical Workplace
acknowledged g and order demonstratio or
as soon as they greeting taking n or simulated
arrive. guests systems work
procedure Simulation/ro environmen
Guests are s Different le plays to t or
greeted with an menu test the
appropriate Seating forms candidate’s TESDA
welcome. guests knowledge accredited
procedure and skills in: assessment
Details of s center/ven
reservations a. ue
are checked Sequence
based on of Food Welcoming
established Service and greeting
standard guests
policy. Basic b. Seating
Menu the guests
types c. Taking
food and
Order beverage
taking orders.
procedure
s
Principles
of
promotion
and
selling
Suggestiv
e selling
technique
s
Product
and
service
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knowledg
e
LO2.Seat the guests

Criteria s Methods
escorted and g and order demonstratio or
seated greeting taking n or simulated
according to guests systems work
table procedure Simulation/ro environmen
allocations s Different le plays to t or
menu test the
Tables are Seating forms candidate’s TESDA
utilized guests knowledge accredited
according to procedure and skills in: assessment
the number of s center/ven
party. a. ue
Sequence
Guests are of Food Welcoming
seated evenly Service and greeting
among stations guests
to control the Basic b. Seating
traffic flow of Menu the guests
guests in the types c. Taking
dining room. food and
Order beverage
Cloth napkins taking orders.
are opened for procedure
the guests s
when
applicable. Principles
of
Water is served promotion
when and
applicable, selling
according to
the standards Suggestiv
of the e selling
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foodservice technique
facility. s
Product
and
service
knowledg
e
LO3.Take food and beverage orders

Criteria s Methods
presented with g and order demonstratio or simulated
the menu greeting taking n or work
according to guests systems environment
established procedure Simulation/ro or
standard s Different le plays to
practice. menu test the TESDA
Seating forms candidate’s accredited
Orders are guests knowledge assessment
taken procedure and skills in: center/venu
completely in s e
accordance a.
with the Sequence
establishment’s of Food Welcoming
standard Service and greeting
procedures. guests
Basic b. Seating
Special Menu the guests
requests and types c. Taking
requirements food and
are noted Order beverage
accurately. taking orders.
procedure
s
Orders are
repeated back Principles
to the guests to of
confirm items. promotion
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and
Tableware and selling
cutlery
appropriate for Suggestiv
the menu e selling
choices are technique
provided and s
adjusted in
accordance Product
with and
establishment service
procedures. knowledg
e
LO4.Liaise between kitchen and service areas

Criteria Methods
Orders are Welcomin Different Practical Workplace
placed and g and order demonstratio or
sent to the greeting taking n or simulated
kitchen guests systems work
promptly. procedure Simulation/ro environmen
s Different le plays to t or
Quality of food menu test the
is checked in Seating forms candidate’s TESDA
accordance guests knowledge accredited
with procedure and skills in: assessment
establishment s center/ven
standards a. ue
Sequence
Tableware is of Food Welcoming
checked for Service and greeting
chips, marks, guests
cleanliness, Basic b. Seating
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spills, and Menu the guests

drips types c. Taking
food and
Plates and/or Order beverage
trays are taking orders.
carried out procedure
safely. s
Principles
of
Colleagues are promotion
advised and
promptly selling
regarding
readiness of Suggestiv
items for e selling
service technique
s
Information
about special Product
requests, and
dietary or service
cultural knowledg
requirements is e
relayed
accurately to
kitchen where
appropriate.
Work
technology are
observed
according to
establishment
standard policy
and procedures
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Core Competencies :
Unit of Competency: PROMOTE FOOD AND BEVERAGE PRODUCTS
Modules Title: PROMOTING FOOD AND BEVERAGE PRODUCTS
required in providing advice to customers on food
and beverage products in foodservice enterprises.
Nominal Duration:
LO1. Know the product
LO2. Undertake Suggestive selling
LO3. Carry out Upselling strategies

LO1. Know the product

Criteria Methods
Names and Menu Menu Practical Workplace
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pronunciations familiariz demonstratio or

of dishes in the ation Order n or simulated
menu are taking work
mastered. Types of systems Simulation/ro environmen
Menus le plays to t or
Ingredients of test the
dishes are Food candidate’s TESDA
memorized. pairing knowledge accredited
and skills in assessment
Sauces and Beverage suggestive center/ven
accompanimen pairingSu selling and up ue
ts are known ggestive selling
by heart. selling
technique
Descriptions of s and
every item in principles
the menu are
studied. Upselling
technique
Common food s
allergens are
mastered to Food
prevent serious allergens
health
consequences.
LO2 . Undertake Suggestive selling

Criteria s Methods
Information Menu Menu Practical Workplace
about the food familiariz demonstratio or
items are ation Order n or simulated
provided in taking work
clear Types of systems Simulation/ro environmen
explanations Menus le plays to t or
and test the
descriptions. Food candidate’s TESDA
pairing knowledge accredited
Items on and skills in assessment
specials or Beverage suggestive center/ven
promos are pairingSu selling and up ue
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offered to assist ggestive selling

guests with selling
food and technique
beverage s and
selections. principles
Name of Upselling
specific menu technique
items are s
suggested to
guests rather Food
than just allergens
mentioning the
general
categories in
the menu to
help them
make the
choice and
know what
they want.
Standard food
and beverage
pairings are
recommended.
Several choices
are given to
provide more
options to
guests
Descriptive
words are used
while
explaining the
dishes to make
it more
tempting and
appetizing.
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Suggestive
selling is
carried out
discreetly so as
not to be too
pushy or too
aggressive.
LO3 . Carry out Upselling strategies

Criteria s Methods
Slow moving Menu Menu Practical Workplace
but highly familiariz demonstratio or simulated
profitable items ation Order n or work
are taking environment
suggested to Types of systems Simulation/ro or
increase guest Menus le plays to
check. test the TESDA
Food candidate’s accredited
Second pairing knowledge assessment
servings of and skills in center/venu
items ordered Beverage suggestive e
are offered. pairingSu selling and up
ggestive selling
Food portion or selling
size is technique
mentioned for s and
possible principles
adjustments
with the Upselling
orders. technique
s
New items are Food

recommended allergens
to regular
guests to
encourage
them to try
other items in
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the menu
Core Competencies :
Unit of Competency: PROVIDE FOOD AND BEVERAGE SERVICES
TO GUESTS
Modules Title: PROVIDING FOOD AND BEVERAGE SERVICES
TO GUESTS
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
Document Code
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performance in assisting the dining guest during

and after the meal service.
Nominal Duration:
LO1.Serve food orders
LO2. Assist the diners
LO3.Perform banquet or catering food service
LO4.Serve Beverage Orders
LO5.Process payments and receipts
LO6.Conclude food service and close down dining area
LO7.Manage intoxicated persons

LO1 . Serve food orders

Criteria Methods
Food orders are Different Different Written Workplace
picked up Food kinds of and/or oral or
promptly from service tableware: questions to simulated
service areas. styles dinnerware, test work
glassware, candidate’s environmen
Food orders are General flatware, knowledge t or
checked for service hollowware on:
presentation principles TESDA
and Wines The sequence accredited
appropriate Sequence (unopened of service assessment
garnish and of service bottles) center/ven
accompanimen Different food ue
ts. Handling service styles
guests Bar tools
Food orders are with (e.g. Cork
served to the special screw or Banquet
guests who needs wine service
ordered them. opener)
Wine Beverage
knowledg Dining service
Food orders are e and room/resta
served and service urant Assisting the
cleared with equipment dining guests
minimal Banquet e.g Coffee
disturbance to service pots. Demonstratio
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the other dumbwaite n with

guests and in Food r (stand) questioning
accordance to safety on
hygienic principles
requirements. Sequence of
service
Food orders are
served in Food service
accordance styles
with the
enterprise
serving style How to
standards. present, open
and serve
Name of the wine in front
dish or order is
mentioned
upon serving
the guest.
Sequence of
service and
meal delivery is
monitored in
accordance
with enterprise
procedures.
LO2 . Assist the diners

Criteria s Methods
Additional Different Different Written Workplace
requests or Food kinds of and/or oral or
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needs of the service tableware: questions to simulated

guests are styles dinnerware, test work
anticipated. glassware, candidate’s environmen
General flatware, knowledge t or
Additional food service hollowware on:
and beverage principles TESDA
are offered and Wines The sequence accredited
served at the Sequence (unopened of service assessment
appropriate of service bottles) center/ven
times. Different food ue
Handling service styles
Necessary guests Bar tools
condiments with (e.g. Cork
and special screw or Banquet
appropriate needs wine service
tableware are opener)
provided based Wine Beverage
on the food knowledg Dining service
order. e and room/resta
service urant Assisting the
Delays or equipment dining guests
deficiencies in Banquet e.g Coffee
service are service pots. Demonstratio
recognized and dumbwaite n with
followed up Food r (stand) questioning
promptly based safety on
on enterprise principles
policy. Sequence of
service
The “3-minute
check” is Food service
conducted to styles
check guest ‘s
satisfaction.
How to
Children and present, open
guests with and serve
special needs wine in front
are treated
with extra
attention and
care.
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LO3 . Perform banquet or catering food service

Criteria s Methods
Serviceware are Different Different Written Workplace
prepared and Food kinds of and/or oral or simulated
checked for service tableware: questions to work
completeness styles dinnerware, test environment
ahead of time. glassware, candidate’s or
General flatware, knowledge
Tables and service hollowware on: TESDA
chairs are set principles accredited
up in Wines The sequence assessment
accordance Sequence (unopened of service center/venu
with the event of service bottles) e
requirements. Different food
Handling service styles
Food is served guests Bar tools
according to with (e.g. Cork
general service special screw or Banquet
principles. needs wine service
opener)
Food is Wine Beverage
handled based knowledg Dining service
on food safety e and room/resta
procedures. service urant Assisting the
equipment dining guests
Coordinated Banquet e.g Coffee
service of meal service pots. Demonstratio
courses is dumbwaite n with
ensured. Food r (stand) questioning
safety on
Assigned areas principles
are kept clean Sequence of
in accordance service
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with enterprise
procedures. Food service
styles
Tables are
cleared and How to
soiled dishes present, open
prepared to be and serve
brought for wine in front
dishwashing
after the event
or function,
Number of
guests being
served is noted
and monitored.
LO4. Serve Beverage Orders

Criteria Methods
Beverage Different Different Written Workplace
orders are Food kinds of and/or oral or
picked up service tableware: questions to simulated
Document Code
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promptly from styles dinnerware, test work

the bar. glassware, candidate’s environmen
General flatware, knowledge t or
Beverage service hollowware on:
orders are principles TESDA
checked for Wines The sequence accredited
presentation Sequence (unopened of service assessment
and of service bottles) center/ven
appropriate Different food ue
garnishes. Handling service styles
guests Bar tools
Beverages are with (e.g. Cork
served at special screw or Banquet
appropriate needs wine service
times during opener)
meal. Wine Beverage
Beverages are e and room/resta
served service urant Assisting the
efficiently equipment dining guests
according to Banquet e.g Coffee
established service pots. Demonstratio
standards of dumbwaite n with
service. Food r (stand) questioning
safety on
Beverages are principles
served at the Sequence of
right service
temperature.
Food service
For full bottle styles
wine orders,
wine is opened
efficiently with How to
minimal present, open
disturbance to and serve
the other wine in front
guests.
Wine service is
carried out in
accordance
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with
establishment
procedures.
Coffee and/or
tea service is
carried out in
accordance
with
establishment
procedure.
LO5 . Process payments and receipts

Criteria s Methods
Bills are Different Different Written Workplace
prepare and Food kinds of and/or oral or
processed service tableware: questions to simulated
accurately in styles dinnerware, test work
coordination glassware, candidate’s environmen
with cashier. General flatware, knowledge t or
service hollowware on:
Amount due is principles TESDA
verified with Wines The sequence accredited
customer. Sequence (unopened of service assessment
of service bottles) center/ven
Cash and non- Different food ue
cash payments Handling service styles
are accepted guests Bar tools
and receipts with (e.g. Cork
are issued. special screw or Banquet
needs wine service
Change are opener)
given as Wine Beverage
required. knowledg Dining service
e and room/resta
Required service urant Assisting the
documentation equipment dining guests
is completed in Banquet e.g Coffee
accordance service pots. Demonstratio
Document Code
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with enterprise dumbwaite n with

policy. Food r (stand) questioning
safety on
principles
Sequence of
service
Food service
styles
How to
present, open
and serve
wine in front
LO6. Conclude food service and close down dining area

Criteria s Methods
Soiled dishes Different Different Written Workplace
are removed Food kinds of and/or oral or simulated
when guests service tableware: questions to work
are finished styles dinnerware, test environment
with the meal. glassware, candidate’s or
General flatware, knowledge
Food scraps service hollowware on: TESDA
are handled in principles accredited
accordance Wines The sequence assessment
with hygiene Sequence (unopened of service center/venu
regulations and of service bottles) e
enterprise Different food
procedures. Handling service styles
guests Bar tools
Equipment are with (e.g. Cork
cleaned and special screw or Banquet
stored in needs wine service
accordance opener)
with hygiene Wine Beverage
regulations and knowledg Dining service
enterprise e and room/resta
procedures. service urant Assisting the
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equipment dining guests

Tables are Banquet e.g Coffee
cleared, reset service pots. Demonstratio
and made dumbwaite n with
ready for the Food r (stand) questioning
next sitting safety on
when guests principles
are finished Sequence of
with the meal. service
Guests are Food service

thanked and styles
given a warm
farewell.
How to
Electrical present, open
equipment are and serve
turned off wine in front
where
appropriate.
LO7. Manage intoxicated persons

Criteria s Methods
Levels of Different Different Written Workplace
intoxication of Food kinds of and/or oral or simulated
customers are service tableware: questions to work
determined styles dinnerware, test environment
glassware, candidate’s or
Difficult General flatware, knowledge
situations are service hollowware on: TESDA
referred to an principles accredited
appropriate Wines The sequence assessment
person Sequence (unopened of service center/venu
of service bottles) e
Appropriate Different food
procedures are Handling service styles
applied to the guests Bar tools
situation and with (e.g. Cork
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in accordance special screw or Banquet

with enterprise needs wine service
policy opener)
Wine Beverage
Legislative e and room/resta
requirements service urant Assisting the
are applied equipment dining guests
Banquet e.g Coffee
service pots. Demonstratio
dumbwaite n with
Food r (stand) questioning
safety on
principles
Sequence of
service
Food service
styles
How to
present, open
and serve
wine in front
Core Competencies :
Unit of Competency : PROVIDE ROOM SERVICE
Modules Title: PROVIDING ROOM SERVICE
Document Code
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required in the provision of food and beverage
service particularly in the guest room of a
commercial accommodation establishment.
Nominal Duration:
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

Criteria Methods
Telephone call Take Food and Demonstratio Demonstrat
is answered room beverage n with ion with
promptly and service room questioning of questioning
courteously in orders service the candidate of the
accordance supplies taking a room candidate
with customer Setting up and service orders taking a
service trays or equipment and preparing room
standards. trolleys a room service
Room service tray. orders and
Guests’ name Suggestiv service preparing a
is checked and e selling menu Role play on room
used Room the whole service
throughout the Room service room service tray.
interaction service tableware procedure
procedure and Role play
Details of s appointmen on the
orders are ts whole room
clarified, Suggestiv service
repeated and e selling procedure
checked with
guests for
accuracy
Suggestive
selling
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techniques are
used.
Guests are
advised of
approximate
time of delivery
Relevant
information are
recorded and
checked in
accordance
with
establishment
policy and
procedures
Room service
orders received
from doorknob
dockets are
interpreted
accurately.
Orders are
promptly
transferred and
relayed to
appropriate
location for
preparation.
LO2 . Set up trays and trolleys

Criteria s Methods
Room service Take Food and Demonstratio Demonstrat
equipment and room beverage n with ion with
supplies are service room questioning of questioning
prepared in orders service the candidate of the
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accordance supplies taking a room candidate

with Setting up and service orders taking a
establishment trays or equipment and preparing room
procedures. trolleys a room service
Room service tray. orders and
Proper room Suggestiv service preparing a
service e selling menu Role play on room
equipment and Room the whole service
supplies are Room service room service tray.
selected and service tableware procedure
checked for procedure and Role play
cleanliness and s appointmen on the
condition. ts whole room
Suggestiv service
Trays and e selling procedure
trolleys are set
up keeping in
mind balance,
safety and
attractiveness.
Room service
trays or trolleys
are set up
according to
the food and
beverage
ordered
Orders are
checked before
leaving the
kitchen for
delivery.
Food items are

covered during
transportation
to the room.
Document Code
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LO3 .Present and serve food and beverage orders to guests

Criteria s Methods
The guest’s Take Food and Demonstratio Demonstrati
name is verified room beverage n with on with
on the bill service room questioning of questioning
before orders service the candidate of the
announcing the supplies taking a room candidate
staff’s presence Setting up and service orders taking a
outside the trays or equipment and preparing room service
door. trolleys a room orders and
Room service tray. preparing a
Guests are Suggestiv service room service
greeted politely e selling menu Role play on tray.
in accordance Room the whole
with the with Room service room service Role play on
establishment’s service tableware procedure the whole
service procedure and room service
procedures. s appointmen procedure
ts
Guests are Suggestiv
asked where e selling
they want the
tray or trolley
positioned.
Food orders are
delivered on
the time
desired by the
guest.
LO4. Present room service account

Criteria s Methods
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Guests’ Take Food and Demonstratio Demonstrati

accounts are room beverage n with on with
checked for service room questioning of questioning
accuracy and orders service the candidate of the
presented in supplies taking a room candidate
accordance Setting up and service orders taking a
with trays or equipment and preparing room service
establishment trolleys a room orders and
procedures Room service tray. preparing a
Suggestiv service room service
e selling menu Role play on tray.
Cash payments Room the whole
are Room service room service Role play on
acknowledged service tableware procedure the whole
and then procedure and room service
presented to s appointmen procedure
the cashier for ts
processing in Suggestiv
accordance e selling
with
establishment
guidelines
For charge
accounts,
guests are
asked to sign
the bills.
LO5. Clear away room service equipment

Criteria s Methods
Procedure to Take Food and Demonstratio Demonstrati
take away the room beverage n with on with
tray or trolley service room questioning of questioning
when the orders service the candidate of the
guests have supplies taking a room candidate
finished their Setting up and service orders taking a
meal is trays or equipment and preparing room service
Document Code
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explained. trolleys a room orders and

Room service tray. preparing a
Floors are Suggestiv service room service
checked and e selling menu Role play on tray.
cleared in Room the whole
accordance Room service room service Role play on
with service tableware procedure the whole
establishment procedure and room service
policy and s appointmen procedure
guidelines. ts
Suggestiv
Dirty trays are e selling
cleared in
accordance
with the
establishment’s
procedure.
Trays and
trolleys are
cleaned and
returned to the
room service
area.
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Core Competencies :
Unit of Competency : RECEIVE AND HANDLE GUEST CONCERNS
Modules Title: RECEIVING AND HANDLING GUEST CONCERNS
Module Descriptor: This unit deals with the knowledge and skills re
quired in receiving and handling guest
complaints.
Nominal Duration:
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

Criteria Methods
The entire story General Actual Role Workplace
or issue of service documents play/Simulati or
concern is principles or records on to test simulated
obtained from /Standar of guest candidate’s work
the guest ds of complaints knowledge environmen
without service and skills in t or
interruption. Feedback listening to
Sequence forms guest TESDA
Details of the of service complaints, accredited
guest paraphrasing assessment
complaint or Handling concerns and center/ven
concern are guests taking action ue
noted. with on the guest
special complaint.
Full attention needs
is given to the
complaining Dealing
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guest. with
difficult
Guest customer
complaint is /clients
paraphrased to
determine if the
concern is
correctly
understood.
LO2 . 2. Apologize to the guest

Criteria s Methods
Sincere apology General Actual Role Workplace
is offered for service documents play/Simulati or
the disservice. principles or records on to test simulated
/Standar of guest candidate’s work
Empathy is ds of complaints knowledge environmen
shown to the service and skills in t or
guest to show Feedback listening to
genuine Sequence forms guest TESDA
concern and of service complaints, accredited
consideration. paraphrasing assessment
Handling concerns and center/ven
Excuses or guests taking action ue
blaming others with on the guest
are avoided. special complaint.
Gratitude is needs
expressed to
the guest for Dealing
bringing the with
matter up for difficult
attention. customer
/clients
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LO3 . 3. Take proper action on the complaint

Criteria s Methods
Appropriate General Actual Role Workplace
action is taken service documents play/Simulati or simulated
regarding principles or records on to test work
guest’s /Standar of guest candidate’s environment
concerns. ds of complaints knowledge or
service and skills in
The right Feedback listening to TESDA
person or Sequence forms guest accredited
department of service complaints, assessment
who can solve paraphrasing center/venu
the problem is Handling concerns and e
informed for guests taking action
proper action. with on the guest
special complaint.
Difficult needs
situations or
serious Dealing
concerns are with
elevated or difficult
referred to customer
higher /clients
authority.
Problem is
followed-up to
check whether
it solved or not.
Document Code
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LO4 . Record complaint

Criteria Methods
Complaints are General Actual Role Workplace
documented service documents play/Simulati or
according to principles or records on to test simulated
the /Standar of guest candidate’s work
establishment ds of complaints knowledge environmen
standard service and skills in t or
procedures. Feedback listening to
Sequence forms guest TESDA
Persons of service complaints, accredited
concerned are paraphrasing assessment
recognized and Handling concerns and center/ven
actions taken guests taking action ue
are recorded. with on the guest
Feedback special complaint.
received from needs
guests is logged
and collated. Dealing
with
difficult
customer
/clients

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guests and guests and take and greet

(List of recommended tools, equipment and materials for the training of

QTY DINNERWAR QTY CUTLERIES QT GLASSWARE

Salad plates 24 Water goblets

Total Workshop Area : 105

• Must be a holder of National TVET Trainers Certificate (NTTC) Level I in

Basic Competencies: COMMUNICATIONS

Details of Learning Outcomes:

Assessment Contents Conditions Methodologies Assessment

LO2. COMPLETE RELEVANT WORK RELATED DOCUMENTS

Assessment Contents Conditions Methodologie Assessment

LO3. WORK IN TEAM ENVIRONMENT

Assessment Contents Conditions Methodologie Assessment

Basic Competencies : TEAM WORK

Details of Learning Outcomes:

Assessment Contents Conditions Methodologie Assessment

LO2 .DESCRIBE WORK AS A TEAM MEMBER

Assessment Contents Conditions Methodologie Assessment

Basic Competencies: COMUNICATIONS

Details of Learning Outcomes:

Assessment Contents Conditions Methodologies Assessment

Maintain intraperso media

LO2. SET AND MEET WORK PRIORITIES

Assessment Contents Conditions Methodologie Assessment

LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

Assessment Contents Conditions Methodologie Assessment

Basic Competencies: COMUNICATION/SAFETY PROCEDURES

LO1. Identity hazards and risks

Details of Learning Outcomes:

Assessment Contents Conditions Methodologie Assessment

clearly control Learning

LO2. EVALUATE HAZARDS AND RISKS

Assessment Contents Conditions Methodologie Assessment

LO3.CONTROL HAZARDS AND RISKS

Assessment Contents Conditions Methodologies Assessment

LO4. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS

Assessment Contents Conditions Methodologies Assessment

Basic Competencies: Communications

Module Descriptor: This module covers the knowledge,

Summary of Learning Outcomes:

Details of Learning Outcomes:

Assessment Contents Conditions Methodologies Assessment

Correct Health, Manuals Self Written/Or

LO2. Responds appropriately to faults, problems and emergency

Assessment Contents Conditions Methodologies Assessmen

followed in line Emergency education n

LO3 . 5’s in workplace

Assessment Contents Conditions Methodologie Assessment

Set aside organizers Demonstratio Practical

LO4. Environmental protection awareness

Assessment Contents Conditions Methodologi Assessment

Common Competencies: KNOWLEDGE

Summary of Learning Outcomes:

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

Details of Learning Outcomes:

Assessment Contents Conditions Methodologies Assessment

LO2. Access, apply and share industry information

Assessment Contents Conditions Methodologie Assessmen

LO3 . Update continuously relevant industry knowledge