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DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

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DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

Sector:

TOURISM

Qualification:

COMMON

Unit of Competency:

DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

Module Title:

DEVELOPING AND UPDATING INDUSTRY KNOWLEDGE

TECHNICAL EDUCATION SKILLS DEVELOPMENT AUTHORITY

PUERTO PRINCESA SCHOOL OF ARTS AND TRADES

Puerto Princesa, Palawan

HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL

Welcome to the module in developing and updating industry knowledge. This module contains training materials and activities for you to complete.

You are required to go through a series of learning activities in order to complete each learning outcome of the module. In each learning outcome are Information Sheets, Self

– Checks, Operation sheets and job sheets. Follow these activities on your own. If you ha ve questions, don’t hesitate to ask your facilitator for assistance.

The goal of this module is the development of practical skills. To gain these skills, you must learn the concepts and theory. For the most part, you’ll get this information from the Information Sheets,

Operation Sheets and Job Sheets.

This module was prepared to help you achieve the required competency, in “Develop And Update

Industry Knowledge”.

This will be the source of information for you to acquire knowledge and skills in this particular competency independently and at your own pace, with minimum supervision or help from your instruction.

Remember to :

Work through all the information and complete the activities in each section.

Read information sheets and complete the self

– check. Suggested references are included to supplement the materials provided in this module.

Most probably your trainer will also be your supervisor or manager. He/she is there to support you and show you the correct way to do things.

You will be given plenty of opportunity to ask questions and practice on the job. Make sure you practice your new skills during regular work shifts. This way you will improve both your speed and memory and also your confidence.

Use the Self

– checks, Operation Sheets or Job Sheets at the end of each section to test your own progress.

When you feel confident that you have had sufficient practice, ask your Trainer to evaluate you. The results of your assessment will be recorded in your Progress Chart and Accomplishment Chart.

You need to complete this module.

COMPETENCY-BASED LEARNING MATERIALS

LIST OF COMPETENCY

No Unit of competency Module title Code

1. Develop and Update Industry Knowledge Developing and Updating Industry Knowledge

TRS311201

2. Observe Workplace Hygiene Procedures Observing workplace Hygiene Procedures TRS311202

3. Perform Computer Operations Performing Computer Operations TRS311203

4. Perform Workplace and Safety Practices Performing Workplace and Safety Practices TRS311204

5. Provide effective customer service Providing effective customer service TRS311205

MODULE CONTENT

UNIT OF COMPETENCY: Develop and Update Industry Knowledge

MODULE TITLE: Developing and Updating Industry Knowledge

MODULE DESCRIPTOR:

This unit of competency deals with the knowledge, skills required to access, increases and update industry knowledge. It includes seek information on the industry and update industry knowledge

SUMMARY OF LEARNING OUTCOMES:

LO1. Seek information on the industry

LO2. Update industry knowledge

SUMMARY OF ASSESSMENT CRITERIA:

• Sources of information on the industry are correctly identified and accessed

• Information to assist effective work performance is obtained in line with job requirements

• Specific information on sector of work is accessed and updated

• Industry information is correctly applied to day-to-day work activities

• Informal and/or formal research is used to update general knowledge of the industry

• Updated knowledge is shared with customers and colleagues as appropriate and incorporated into day-to-day working activities

LEARNING OUTCOME 1

Seek information on the industry

CONTENTS:

Environmental issues and requirements in industries

ASSESSMENT CRITERIA

• Sources of information on the industry are correctly identified and accessed

• Information to assist effective work performance is obtained in line with job requirements

• Specific information on sector of work is accessed and updated

• Industry information is correctly applied to day-to-day work activities

CONDITION:

Trainees must be provided with the following.

EQUIPMENT

Computer unit with internet access

TOOLS

Telephone

Fax machine

Supplies and Materials

Pen

Paper

Forms

LEARNING MATERIALS:

• Manuals

• Books

• Video (CD)

ASSESSMENT METHOD:

1. Direct Observation

2. Written/Oral Exam

3. Oral questioning

LEARNING EXPERIENCES

Learning Outcome 1 Seek information on the industry

Learning Activities Special Instructions

1. Read Information Sheet 1.1-1

(Environmental issues and requirements in industries) If you have some problems on Information

Sheet 1.1-

1, don’t hesitate to approach your facilitator. If you feel you are knowledgeable on the

content of Information Sheet 1.1-1, you can now answer Self-Check 1.1-1.

2. Answer Self-Check 1.1-1 Compare your answer with the answer key 1.1-1. If you got 100% correct answer in this self-check, you can now move to the next information sheet. If not review the information sheet and go over the self-check again.

INFORMATION SHEET 1.1 -1

Environmental Issues and Requirements on Industries

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

• Understand environmental issues and requirements on industries

The following are environmental issues and requirements on industries:

1. Rewards and Incentives.

• Meets staff needs and expectations

• Fairly distributed; there is an objective basis for assessing the merits of performance; rewards are given to deserving recipients.

2. Job Conditions

• Goals/targets are clearly understood and agreed upon with the employees; the management team and the staff identify the goals.

• Job standards are clearly understood and agreed upon with the employees.

• Good performance is reinforced by rewards.

• Sanctions are consistently enforced on non-compliance.

• Performance is strictly monitored to ensure compliance.

• Employees are given feedback regarding their progress and are given the opportunity to explain their handicaps or difficulties in meeting the standards.

• Consequences of performance are appropriately handled.

• Situational leadership is appropriately applied by the leaders.

3. Rapport between the employer and the employees

• There is mutual trust and respect between the employer and his employees.

• Members of the management team express their concern over employee’ problems and difficulties on the job.

• No one is convicted for an offense without proper hearing or investigation.

4. Healthy Team Climate

• Working relationships are built on trust, respect and cooperation.

• There is an open and honest communications in the team; no suppression of feelings.

• Conflicts and differences are confronted and dealt with constructively.

5. Favorable corporate values

• There is a high value for quality, excellence, time, cost, productivity, corporate image, customer satisfaction, etc.

• Positive corporate values are internalized by everyone in the organization.

• Corporate values are translated into action by way of operational policies and corporate practices.

6. Favorable attitudes

• The members of the management team do not project biases and prejudices against their employees and colleagues.

• No one reads meanings that do not exist.

• Discussions on controversies are focused on the issues and not on personalities.

7. High Level of staff participation

• The staffs are given opportunities to participate in a democratic decision making.

• The staffs are consulted on issues affecting them.

8. Challenging and interesting job

To avoid monotony, the job is made more challenging through

• Job rotation

• Job enrichment

9. Recognition of good work

• Employees are affirmed and appreciated for their efforts and good work.

• Employees are rewarded based on the merits of their performance.

10. Employees are made to understand the significance of the job.

• Employees are made to understand the importance of job orders and job procedures.

• Employees are made aware of the consequences of their performance.

11. Misunderstanding, apprehensions and biases of employees are confronted and resolved.

• Fears, misconceptions and apprehensions of employees are discussed with concerned employer or employees, clarified and resolved.

Updating information

As worker in the hospitality industry, it is our duty to revise and keep ourselves abreast of the different news and information in our work. Sources of information may come from the following:

1. media

2. reference books

3. libraries

4. unions

5. industry associations

6. industry journals

7. internet

8. personal observation and experience

SELF CHECK 1.1-1

Write TRUE if the statement is correct and FALSE if the statement is incorrect and write your answers in the space provided for.

__________1. In order to make the job challenging and interesting, job rotation is being practiced.

__________2. One of the favorable attitudes of superiors is they play favorite from among their employees.

__________3. Openness and honest communications in the team; no suppression of feelings; are some examples of healthy relationship in a team.

__________4. Fair distribution of merits will increase the productivity of employees.

_________5. A good leader will always ask his employee to leave problems at home and work overtime. He puts the blame to his worker for does not give advice to resolve the employee’s trouble.

ANSWER KEY 1.1-1

1. TRUE

2. FALSE

3. TRUE

4. TRUE

5. FALSE

LEARNING OUTCOME 2

UPDATE INDUSTRY KNOWLEDGE

CONTENTS:

Work ethics required to work in the industry

Career opportunities

Job descriptions of industry personnel

The front office

ASSESSMENT CRITERIA

• Informal and/or formal research is used to update general knowledge of the industry

• Updated knowledge is shared with customers and colleagues as appropriate and incorporated into day-to-day working activities

CONDITION:

Trainees must be provided with the following.

EQUIPMENT

Computer unit with internet access

TOOLS

Telephone

Fax machine

SUPPLIES AND MATERIALS

Pen

Paper

Forms

LEARNING MATERIALS:

• Manuals

• Books

• Video (CD)

ASSESSMENT METHOD:

Direct Observation

Written/Oral Exam

Oral questioning

LEARNING EXPERIENCES

Learning Outcome 2 Health, Safety & Security in the Workplace

Learning Activities Special Instructions

1. Read Information Sheet 1.2-1

(Work ethics required to work in the industry) If you have some problems on Information Sheet 1.2-1, don’t hesitate to approach your facilitator. If you feel you are knowledgeable on the content of

Information Sheet 1.2-1, you can now answer Self-Check 1.2-1.

2. Answer Self-Check 1.2-1 Compare your answer with the answer key 1.2-1. If you got 100% correct answer in this self-check, you can now move to the next information sheet. If not review the information sheet and go over the self-check again.

3. Read Information Sheet 1.2-2

(Career Opportunities) If you have some problems on Information Sheet 1.2-

2, don’t hesitate to approach your facilitator. If you feel you are knowledgeable on the content of Information Sheet 1.2-

2, you can now answer Self-Check 1.2-2.

4. Answer Self-Check 1.2-2 Compare your answer with the answer key 1.2-2. If you got 100% correct answer in this self-check, you can now move to the next information sheet. If not review the information sheet and go over the self-check again.

5. Read Information Sheet 1.2-3

(Job description of industry personnel) If you have some problems on Information Sheet 1.2-

3, don’t hesitate to approach your facilitator. If you feel you are knowledgeable on the content of Information

Sheet 1.2-3, you can now answer Self-Check 1.2-3.

6. Answer Self-Check 1.2-3 Compare your answer with the answer key 1.2-3. If you got 100% correct answer in this self-check, you can now move to the next information sheet. If not review the information sheet and go over the self-check again.

7. Read Information Sheet 1.2-4

(The front office) If you have some problems on Information Sheet 1.2-

4, don’t hesitate to approach your facilitator. If you feel you are knowledgeable on the content of Information Sheet 1.2-4, you can now answer Self-Check 1.2-4.

8. Answer Self-Check 1.2-4 Compare your answer with the answer key 1.2-4. If you got 100% correct answer in this self-check, you can now move to the next information sheet. If not review the information sheet and go over the self-check again.

INFORMATION SHEET 1.2-1

WORK ETHICS REQUIRED TO WORK IN THE INDUSTRY

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

• Determine work ethics required to work in the industry.

1. Cooperation and camaraderie.

A good citizen is always ready to help and cooperate with other members of the society. The spirit of

“bayanihan” runs in our blood stream. Cooperation is certainly necessary especially in this age of globalization which calls for the nation to move as one as it competes with the rest of the world.

2. Avoidance of Conflict

– A harmonious relationship is attainable if conflict is avoided.

How to minimize conflict:

• Actions and words should be done and said with due courtesy

• Practice the “golden Rule” – “Don’t do to others what you don’t want them to do to you.”

• Refrain from destructive personal criticism, argument, unpleasant comments and judgments.

HANDLING GUEST COMPLAINTS

1. Approach the complaining customer politely as you say: “Anything I can do for you sir? Or May I help you sir?”

2. Listen attentively; let him finish his statement before reacting. If the message is not clear, confirm or clarify. “If I got you right sir, are you saying that . . . . “

3. Get more details: Client:

Your service is lousy. ... Worker: “What exactly went wrong sir?

4. Be calm and sober even if the customer is rude or shouting at the peak of his voice. Be gracious and courteous no matter how irritating the customer is.

5. Be openminded; accept the facts of his complaints and refrain from being defensive. Acknowledge customer comments even if he does not seem to be talking sense. “Your comment is well taken, sir.”

6. Accept the clients feeling, saying something like: Í can understand how you feel, sir.”

7. Never argue or disagree or indiscreetly prove the customer wrong. If the comment is an unsound accusation, raise your point by using the Yes-but technique. Acknowledge his comments first before presenting your point. “I can see that you are not satisfied with our services, and I respect your comments. However many of our customers seem like our services, in fact we are the best among others. . . . . .

8. If service is faulty, apologize. “I am sorry for what happened.”

9. Settle sensitive matters or problems in private so as not to place the guest in an embarrassing situation. Example, declined credit card, shortage of cash for payment, suspended signing privilege, etc. This matter should be referred to supervisor who will ask waiter to request the customer to see him in a private office. Worker will tell the client: Excuse me sir, someone wishes to see you at the counter”, do not say: “My supervisor is calling for you.”

10. Never pass the buck (blame) on another person or department in an effort to defend oneself.

11. If the guest is very upset, does not want to accept apologies or is making a fuss out of petty matters or cannot be pacified, call the Supervisor or the manager.

12. Should a complaint or request require a delicate decision or action, or a request that run counter to some business policies like discount or waiving service charge, etc. refer to the supervisor.

The waiter should tell the guest: I’m sorry sir but I am not authorized to decide on this matter, may I refer you to my supervisor?”

13. Take appropriate action immediately and assure the complaining customer that his concern is being taken seriously and that corrective action shall be taken.

• When the customer is exhibiting scandalous behavior like shouting or uttering provocative statements alert the security officer and get security assistance especially when violent reactions are already displayed. However, the security officer must be discreet in dealing with the customer.

Before the security staff takes over. The head waiter must try to pacify the customer first, get him away from the area and talk to him in private.

• Identify the problem of the customer before taking into action about their complaints.

14. Show appreciation rather than irritation upon receiving a complaint or negative remark.

“Thank you sir for bringing this matter to our attention”

“I have taken note of your comments sir, thank you for calling our attention. We will see to it that it won’t happen again.”

3. Healthy Spirit of cohesiveness

• Being physically present when a group project is being executed.

• Showing concern and interest in your group mates view and suggestions;

• Showing appreciation on each other’s contributions;

• Taking pride

Open Communication a. Utilize Verbal and Non-verbal means of communication. If practiced, conflict can be worked out and genuine relationship can be developed.

Self check 4.2-1

Write TRUE if the statement is correct and FALSE if the statement is incorrect and write your answer in the space provided for.

__________1. Cooperation is not necessary especially in this age of globalization which calls for the nation to move as one as it competes with the rest of the world.

_________2. To minimize conflicts, one must refrain from destructive personal criticism, argument, unpleasant comments and judgments.

_________3. In handling guest complaint, one must approach the guest and ask him/her to leave the premises immediately as he is creating unfavorable atmosphere in the area.

__________4. A harmonious relationship is attainable if conflict is avoided.

_________5. Show irritation rather than appreciation upon receiving a complaint or negative remark.

ANSWER KEY 4.2-1

FALSE

TRUE

FALSE

TRUE

FALSE

INFORMATION SHEET 1.2-2

CAREER OPPORTUNITIES

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

• Determine career opportunities in the industry.

1. Staff Training a. Job orientation is given to all employees immediately upon hiring. b. Employees are continuously updated of changes in company policies, products, services and other pertinent information concerning their jobs. c. Staff training is responsive and relevant to the staff’s training needs. d. Formal training is reinforced by the on the job coaching and instructions. e. A thorough training needs analysis is conducted before a designing training plan. f. Employees are given opportunities to grow and develop in their career through programs for professional advancement. g. New recruits are rapidly turned into productive and efficient service staff. h. There is a consistent monitoring of application of learning, errors are identified and corrected as they arise. i. There is a clear, convincing and well organized delivery of instructions; a well organized lesson plan is followed.

2. Employees’ Morale, Welfare a. Employees are appreciated and praised for their efforts and good work. b. Employees are treated fairly and uniformly, without prejudice or discrimination. c. Employees are given due respect; they are never humiliated or insulted.

d. There is a trust and confidence in t he employees’ capacities and abilities. e. Employees are provided with safe working environment and safety devices. f. Employees’ right self expression is respected. g. Personal Concerns, complaints and grievances of employees are acknowledged, listened to, given time and attention. h. Employees feel ease in approaching their superior; the boss does not appear threatening to his staff.

3. Communications and Grievance Handling a. Meetings are conducted regularly to discuss/resolve operational problems. b. Hearsays or gossips are never tolerated nor entertained. c. Diplomacy and tact are observed in dealing with infractions, complaints and grievances. d. Emphatic listening is demonstrated during corrective interviews and counseling. e. There is sensitivity to the feelings and self esteem of subordinates; demeaning, judgmental remarks are avoided. f. Written correspondence like memos, reports, etc. are prepared in proper format with clarity and accuracy. g. Every employee is informed of what is expected of him; likewise told about his progress on the job. h. Confidential matters are kept secret, never divulged to other employees. i. Employees are made to understand the significance of their job and the rationale for orders, instructions, policies, and procedures. j. Employees are consulted on matters affecting them. k. There is a smooth flow of communications and coordination with other officers, departments. l. Orders and instructions are expressed with clarity and diplomacy. m. Oral communications are spontaneous. n. Assertive communication is demonstrated in fighting for ideas and convictions. There is an open objective discussion of ideas and differences. o. There is objectivity in handling grievances of employees; the boss listens to reasons, investigates and takes proper action.

SELF CHECK 1.2-2

Write TRUE if the statement is correct and FALSE if the statement is incorrect and write the letter of your answer in the space provided for.

__________1. Employees are given opportunities to grow and develop in their career through programs for professional advancement.

__________2. There is a consistent monitoring of application of learning, errors are not identified and are not corrected as they arise.

__________3. Meetings are conducted regularly to discuss/resolve operational problems.

_________4. There is sensitivity to the feelings and self esteem of subordinates; demeaning, judgmental remarks should be avoided.

_________5. There should be an objectivity in handling grievances of employees; the boss listens to reasons, investigates and takes proper action

ANSWER KEY 1.2-2

1. TRUE

2. FALSE

3. TRUE

4. TRUE

5. TRUE

INFORMATION SHEET 1.2-3

JOB DESCRIPTION OF INDUSTRY PERSONNEL

Learning objective: After reading this information sheet, you should be able to:

Understand o ne’s job description.

• Bartender

• Food Service attendant (waiter)

• Baker

• Cook

• Receptionist

• Room attendant

BARTENDER

Basic Function: Prepares/mixes alcoholic and non-alcoholic drinks.

Specific duties:

Prepares or mixes drinks following standard recipes

Sets up the bar

Takes charge of storage of beverage and bar supplies.

Makes report on beverage sales and spoilage.

Takes of inventory of beverage consumption as well as of losses.

Sees to it that the bar is properly stocked, clean and well maintained.

Attends to customer needs, requests and complaints at the bar counter

Pushes the sale of wine sand other beverage items.

Checks the availability of bar stocks and makes requisition when needed.

Serves drink from the counter.

Performs other related duties as maybe assigned by superior.

FOOD ATTENDANT

Basic Function: Takes and serves food and beverage orders according to prescribe standards of service.

Specific duties:

Looks after the necessary preparations before the start of operation:

• Wipes/prepares necessary containers, hollowware, napkins, cutleries, and other supplies.

• Refills salt and pepper shakers and other condiments.

• Checks and re-stocks service station and sees to it that the par stock is maintained.

• Sets up the tables and installs required facilities.

• Studies the menu and familiarizes himself with the outlet’s specialties as well as out of stock items and undertakes suggestive selling

• Takes and serves food and beverage orders.

• Assists busboy in placing and in picking up orders from the kitchen.

• Assists in welcoming and in seating the guests.

• Attends to the settlement of the bill of guests.

• Attends to guest’s inquiries, requests and complaints.

• Assists in clearing soiled dishes, dirt and trash.

• Performs side duties and other assignments given by the superior.

RECEPTIONIST

Basic Function: Welcomes and greets customers at the entrance and escorts them to their tables.

Specific duties:

• Receives guests, welcomes and greets them and escorts them to their assigned tables.

• Attends to reservations and inquiries over the phone and disseminates to all concerned officers the details of reservation.

• Maintains and fills logbooks/reservation book with the necessary information and keeps all reservation signs in place.

• Assists in maintaining order and cleanliness of the outlet.

• Assists in the preparation of mis-en-place and in taking food orders, does suggestive selling,

• Assists in the settlement of guests checks.

• Monitors movement in the outlet and reports to captain any unusual incident or suspicious person noted.

• Attends to guest’s inquiries, requests and complaints.

• Performs other related duties as maybe assigned by superior.

• Food and beverage service is the climax of the relationship between the food industry and the customer,

• Customers are the lifeblood of the food and beverage business. To ensure continuous patronage, their satisfaction must be sustained. They deserve preferential, prompt and consistent service.

• Customers should be provided with good nutrition, meals to match their budget, controlled use of time, and pleasurable eating.

BAKER

Basic Function: Prepare and produce a range of high quality pastry products in commercial food production environments and hospitality establishments.

Specific Duties

• Prepares pastry products

• Decorates and presents variety of pastry products

• Prepares and present gateaux, tortes and cakes

• Prepares and displays petit fours

• Presents desserts

• Stores different pastry products

Hot kitchen cook (Cook Helper)

Basic Function: Assists in the daily preparation and cooking of dishes and maintains cleanliness in the production area

Specific Duties

• Prepares utensils and work areas

• Transfers/Withdraws stock from the storeroom

• Prepares stocks and sauces.

• Prepares vegetables/cereals

• Prepares equipment and tools for cooks

• Assists in dishing out prepared and cooked foods according to portion.

SELF

– CHECK 1.2-3

Identification: identify whether the following is a duty or function of a bartender, baker, food attendant

(waiter), cook, room attendant or a receptionist.

Prepares/mixes alcoholic and non-alcoholic drinks

Takes and serves food and beverage orders according to prescribe standards of service.

Welcomes and greets customers at the entrance and escorts them to their tables.

Prepare and produce a range of high quality pastry products in commercial food production environments and hospitality establishments.

Assists in the daily preparation and cooking of dishes and maintains cleanliness in the production area

ANSWER KEY 1.2-3

Bartender

Food attendant

Receptionist

Baker

Cook

INFORMATION SHEET 1.2-4

The Front Office

Learning objective: After reading this information sheet, you should be able to:

Determine the job description of front office personnel and management.

Managing Front Office Department

Front office

A very critical service unit because its personnel are the first contact of guest and prospective patrons.

Room Accommodation

One of the major sources of revenue of the hotel.

Rooms Division or Rooms Maintenance Department

The unit that looks after all matters pertaining to room bookings and hotel accommodation.

Three sections of Rooms Division

1. Front Office

– attends to room bookings and registration of hotel guests

– Front of the House

2. Housekeeping Section

- looks after the cleanliness, orderliness and maintenance of guestrooms and public areas.

- Provision for linen and laundry service

- Back of the House

3. Room Sales

- handles room reservations and sales

- handled by the Front Office in smaller hotels and lodging houses.

SUB- UNITS OF THE FRONT OFFICE

1. Front Desk

– serves as communication and information center handles registration of hotel guest

2. Reservation Section

– handles reservations for room bookings either through the telephone or direct personal contact

3. Bell Service

– responsible for escorting guest during check-in and check-out, attending to their luggage and doing errands for the front desk.

4. Telephone Exchange

– handles the Telephone Communication System to include: answering incoming calls, receiving and disseminating messages, giving information to callers through the phone, placing and receiving long distance and overseas calls, screening calls and other related matters.

5. Front Office Cashiering

– responsible for the settlement of guest bill.

6. Concierge / Guest Relations Assistance

– is the section that attends to any kind of guest assistance like tour and travel assistance, directions to point of interests, confirmation of tickets, and other services of this kind.

7. Airport / Transport Guest Assistance

– handles the transport of guest to and from the airport and other transport terminal.

8. Business Center

– handles all transaction in the business center including computer services, sending fax or e-mail, photocopy, sale of souvenir items, etc.

SELF CHECK 1.2-4

Multiple Choice: Choose the best answer from among the four choices and write your answer in the space provided for.

_______1. It serves as the center of communication in the hotel a. Front desk b. reservation section c. business center d. reception

______2. Looks after the cleanliness, orderliness and maintenance of guestrooms and public areas. a. front office b. housekeeping c. room sales d. bell service

______3. Handles room reservations and sales a. front office b. housekeeping c. room sales

d. bell service

______4. Responsible for the settlement of guest bill. a. front office b. housekeeping c. room sales d. front office cashiering

______5. Responsible for escorting guest during check-in and check-out, attending to their luggage and doing errands for the front desk. a. front office b. housekeeping c. room sales d. bell service

ANSWER KEY 1.2-4

1. A

2. B

3. C

4. D

5. D

EVIDENCE PLAN/EVALUATION PLAN

TRAINEE:

TRAINER:

QUALIFICATION COMMON COMPETENCY

UNIT OF COMPETENCY COVERED DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

Ways in which evidence will be collected:

[tick the column] Demonstration with Oral Questioning Witten Test Interview

The evidence must show that the candidate……

• Identified and accessed sources of information on the industry X

X

• Obtained Information to assist effective work performance in line with job requirements X

• Accessed and updated specific information on sector of work X

• Applied Industry information correctly to day-to-day work activities X X

• Update Informal and/or formal research used to general knowledge of the industry X

• Updated knowledge is shared with customers and colleagues as appropriate and incorporated into day-to-day working activities

X X

Rating Sheet for Demonstration with Oral Questioning

C andidates’ Name:

Trainers’ Name:

Unit of Competency DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

Qualification: COMMON COMPETENCY

Date of Evaluation

Time of Evaluation

Instruction for Demonstration:

The equipment, supplies and materials needed are provided. The candidate must be able to perform workplace and safety practices.

Demonstration Checklist Check (/) to show if evidence is demonstrated

• During the demonstration of skills, the candidate: YES NO N/A

• Identified and accessed sources of information on the industry

• Obtained Information to assist effective work performance in line with job requirements

• Accessed and updated specific information on sector of work

• Applied Industry information correctly to day-to-day work activities

• Update Informal and/or formal research used to general knowledge of the industry

• Updated knowledge is shared with customers and colleagues as appropriate and incorporated into day-to-day working activities

Oral Questioning

Questions: Satisfactory Response

The candidate should answer the following questions: YES NO

1. Enumerate some of the sources of information. How do we access this information?

2. What are some of the environmental issues and requirements on industries?

3. How do these environmental issues and requirement contribute to the production of employees?

4. What the Job description of a baker, receptionist, hot kitchen cook?

5. Why is the front office called the critical unit of service in the hotel?

6. How do you handle communications and grievance:?

The candidate underpinning knowledge was:

Satisfactory Not Satisfactory

Feedback to candidate:

Candidate’s name: Date:

Instructor’s Name: Date:

WRITTEN TEST

Write TRUE if the statement is correct and FALSE if the statement is incorrect and write the letter of your answer in the space provided for.

__________1. In order to make the job challenging and interesting, job rotation is being practiced.

__________2. One of the favorable attitudes of superiors is they play favorite from among their employees.

__________3. Openness and honest communications in the team; no suppression of feelings; are some examples of healthy relationship in a team.

__________4. Fair distribution of merits will increase the productivity of employees.

_________5. A good leader will always ask his employee to leave problems at home and work overtime. He puts the blame to his worker for does not give advice to resolve the employee’s trouble.

__________6. Cooperation is not necessary especially in this age of globalization which calls for the nation to move as one as it competes with the rest of the world.

_________7. To minimize conflicts, one must refrain from destructive personal criticism, argument, unpleasant comments and judgments.

_________8. In handling guest complaint, one must approach the guest and ask him/her to leave the premises immediately as he is creating unfavorable atmosphere in the area.

_________9. A harmonious relationship is attainable if conflict is avoided.

_________10. Show irritation rather than appreciation upon receiving a complaint or negative remark.

ANSWER KEY

1. TRUE

2. FALSE

3. TRUE

4. TRUE

5. FALSE

6. TRUE

7. TRUE

8. FALSE

9. TRUE

10. FALSE

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