COMPETENCY-BASED
CURRICULUM
Sector:
Tourism (Hotel and Restaurant)
Qualification:
Food & Beverage Services NC II
TECHNICAL EDUCATION AND SKILLS DEVELOPMENT
AUTHORITY
East Service Road, South Superhighway, Taguig City, Metro Manila
TABLE OF CONTENTS
Page
A. . COURSE DESIGN ..................................................................................... 1-19
B. MODULES OF INSTRUCTION .................................................................. 7-80

Basic Competencies .................................................................................. 7
o Participating in workplace communication ....................................... 8-11
o Working in a team environment ..................................................... 12-14
o Observing Gender Sensitivity in the Workplace
o Practicing career professionalism .................................................. 15-18
o Demonstrate work values and gender sensitivity
o Practicing occupational health and safety procedures................... 19-23
o Practicing basic housekeeping procedures

Common Competencies .......................................................................... 24
o Developing and updating industry knowledge ............................... 25-28
o Observing workplace hygiene procedures..................................... 29-33
o Performing computer operations ................................................... 34-39
o Performing workplace and safety practices ................................... 40-44
o Providing effective customer service ............................................. 45-49

Core Competencies ................................................................................. 50
o Prepare the dining room/restaurant area for service ..................... 51-55
o Welcome guest and take food and beverage orders .................... 56-65
o Promote food and beverage products ........................................... 66-71
o Provide food and beverage services to guests .............................. 72-80
o Provide room service ..................................................................... 72-80
o Receive and handle guest concerns.............................................. 72-80
COURSE TITLE
FOOD AND BEVERAGE SERVICES
NOMINAL DURATION OF THE
PROGRAM
385 hrs
QUALIFICATION LEVEL
NC II
COURSE DESCRIPTION
This course is designed to enhance the
knowledge, skills and attitude in FOOD AND
BEVERAGE SERVICES NC II in accordance
with industry standards.
It covers core
competencies on cleaning bar areas, operating a
bar, preparing and mixing of cocktails, providing
link between kitchen and service areas, providing
room service, providing food and beverage
service, developing and updating of food and
beverage knowledge and providing wine
services. It covers the basic, common and core
competencies.
LEARNING OUTCOMES:
1.
2.
3.
4.
5.
6.
7.
8.
9.
obtaining and convey workplace information
completing relevant work related documents
participating in workplace meeting and discussion
describe and identify team role and responsibility in a team
describing work as a team member
discussing the differences between sex and gender
discussing gender identity and sexual orientation
analyzing the different manifestation of gender inequality in TVET and in society
Discussing gender and rights based approach to sexual and reproductive health
including HIV AIDS awareness and prevention.
10. Integrating personal objectives with organizational goals
11. Setting and meet work priorities
12. Maintaining professional growth and development
13. Describing the purpose of work
14. Identifying and deal with ethical problems
15. Applying work values and gender sensitivity
16. Maintaining integrity of conduct in the workplace.
17. Evaluating hazard and risks
18. Controlling hazards and risks
19. Maintaining occupational health and safety awareness
20. Sorting and remove unnecessary items
21. Arranging items
22. Maintaining work areas, tools and equipment
23. Following standardized work process and procedures
24. Performing work spontaneously
25. Seeking information on the industry
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26. Updating continuously relevant industry knowledge
27. Following hygiene procedures
28. Identifying and prevent hygiene risk
29. Planning and prepare task to be undertaken
30. Inputting data into a computer
31. Assessing information using computer
32. Producing/output data using computer system
33. Maintaining computer system
34. Practicing workplace procedures for health, safety and security practices
35. Dealing with emergency situations
36. Maintaining safe personal presentation standards
37. Greeting customers identify customer needs
38. Delivering service to customer
39. Handling queries through telephone, fax machine, internet and email
40. Handling complaints, evaluation and recommendations
41. Taking table reservation
42. Preparing service stations and equipment
43. Setting – up the tables in the dining area
44. Setting the mood/ambience of the dining area
45. Welcoming and greet guests
46. Seating the guest
47. Taking food and beverage orders
48. Liaising between kitchen and service areas
49. Knowing the product
50. Undertaking suggestive selling
51. Carrying out upselling strategies
52. Serving food orders
53. Assisting the diners
54. Performing banquet or catering food service
55. Serving beverage orders
56. Concluding food service and close down dining area
57. Taking and process room service orders
58. Setting up trays and trolleys
59. Presenting and serve food and beverage orders to guests
60. Presenting room service account
61. Clearing away room service equipment
62. Listening to the complaint
63. Apologizing to the guest
64. Taking proper action on the complaint
65. Recording complaint

ENTRY REQUIREMENTS


TR – Food and Beverage Services NC II (Amended)
Can communicate basic English both oral
and written
At least completed the 10-year basic
education
Can
perform
basic
mathematical
computation.
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COURSE STRUCTURE
BASIC COMPETENCIES
47 Hours
Unit of Competency
Module Title
Module Contents
No. of
Hrs
1. Participate in
workplace
communication
1.1 Participating in
workplace
communication
1.1.1 Parts of speech
1.1.2 Sentence construction
1.1.3 Effective communication
1.1.4 Conduct interviews
1.1.5 Sentence construction
1.1.6 Technical writing
1.1.7 Recording information
1.1.8 Basic mathematics
1.1.9 Technical writing
1.1.10 Types of forms
5.5
2. Work in a team
environment
2.1 Working with
others
2.1.1 Team role
2.1.2 Relationship and
responsibilities
2.1.3 Role and responsibilities
within a team
2.1.4 Team members role and
responsibilities
2.1.5 Communication process
2.1.6 Team structure
2.1.7 Group planning and
decision making
5
2.2 Observing Gender
Sensitivity
in
the
workplace
1.1.
1.2.
1.3.
1.4.
TR – Food and Beverage Services NC II (Amended)
Discuss the differences
between sex and gender.
Discuss gender identity
and sexual orientation
Analyze the different
manifestation of gender
inequality in TVET and in
society.
Discuss gender and
rights based approach to
sexual and reproductive
health including HIVAIDS awareness and
prevention.
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5
Unit of Competency
3. Practice career
professionalism
4. Practice
occupational
health and safety
procedures
Module Title
Module Contents
No. of
Hrs
3.1 Practicing career
professionalism
3.1.1 Code of conduct and
code of ethics
3.1.2 Personal hygiene
3.1.3 Interpersonal and
intrapersonal skills
3.1.4 Communication skills
3.1.5 Fundamental rights at
work
3.1.6 Company procedures
and standards
3.1.7 Work values and ethics
3.1.8 Company policies
3.1.9 Company operating
procedures and
standards
3.1.10 Gender and
Development
3.1.11 Personal Hygiene
3.1.12 Certifications and
licenses appreciation
3.1.13 Participate in training
programs
3.1.14 Awards/ rewards
5.5
3.2 Demonstrating work
values and gender
sensitivity
3.1.15 Describe the purpose of
work.
3.1.16 Identify and deal with
ethical problems.
3.1.17 Apply work values and
gender sensitivity.
3.1.18 Maintain
integrity of
conduct
in
the
workplace.
8
4.1 Practicing
occupational health
and safety procedures
4.1.1
6
4.1.2
4.1.3
4.1.4
4.1.5
4.1.6
4.1.7
4.1.8
TR – Food and Beverage Services NC II (Amended)
Hazards and risks
identification and
control
Organizational safety
and health protocol
Threshold limit value
(TLV)
OHS indicators
TLV table
Phil OHS Standards
Effects of hazards in the
workplace
Ergonomics
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Unit of
Competency
Module Title
No.
of
Hrs
Module Contents
4.1.9
4.10
EGG Regulations
Safety Regulations
 Clean Air Act
 Electrical and Fire
Safety Code
 Waste management
 Disaster
Preparedness and
Management
4.1.11 Contingency Measures and
Procedures
4.1.12 Operational health and safety
procedure, practices and
regulations
4.1.13 Emergency-related drills and
training
4.2 Practicing basic
housekeeping
procedures
4.1.14 Sort and remove unnecessary
items.
4.1.15 Arrange items.
4.1.16 Maintain work areas, tools and
equipment.
4.1.17 Follow
standardized
work
process and procedures.
4.1.18 Perform work spontaneously
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Unit of
Competency
1. Develop and
update Industry
Knowledge
2. Observe
Workplace
Hygiene
Procedures
Unit of
Competency
Module Title
1.1 Developing
and updating
Industry
Knowledge
2.1 Observing
Workplace
Hygiene
Procedures
3.1. Performing
Computer
Operations
4.
Perform
Workplace and
Safety
Practices
4.1 Performing
workplace and
Safety
Practices
Provide
Effective
Customer
5.1 Providing
Effective
Customer
5.
Module Contents

The Philippine Tourism and
hospitality industry
 Information media and sources
 Career enhancements and
trainings
 Industry organization
 Industry linkage
Note: Verify and recheck
 Workplace hygiene procedures
 Waste handling management
 Proper Cleaning of workplace
 Safety and hygiene standards
 Hygiene risks
 Food spoilage and poisoning
 Food handling and sanitation
practices
 Preventing hygiene risks
Module Title
3. Perform
Computer
Operations
No.
of
Hrs
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8
8
No. of
Hrs
Module Contents

8
Requirements of tasks in the
operation of computer
 Hardware and software
operation
 Guidelines and procedures in
computer operation
 Computer program/application
 Data base packages
 OHS guidelines
 Enterprise procedures
 Printing procedures
 Software commands processing
Note: Check and verify
 Health, safety and security
procedures
 Reporting Procedures
 Anecdotal report
 Emergency situations
 Procedures for dealing with
emergency situations
 Safety and dress codes
 Interactive communication skills
 Verbal and non-verbal
communication skills
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8
8
Service
Service







Unit of
Competency
Module Title
No. of
Hrs
Module Contents






TR – Food and Beverage Services NC II (Amended)
Interpersonal skills
Familiarity with company
facilities, products and services
Industry practices, procedures
and standards
Public relation
Selling/Upselling techniques
Telephone ethics,
Procedures in using telephone,
fax machine and internet
Industry practices
Communication Procedure
Communication gap/barriers
Conflict and Complaint
Resolutions
How to handle complain
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CORE COMPETENCIES
320Hrs.
1.
2.
Prepare the dining
room/restaurant
area for service
1.1 Preparing the
dining
room/restaurant
area for service
Welcome guests
and take food and
beverage orders
2.1 Welcoming
guests and take
food and
beverage orders
TR – Food and Beverage Services NC II (Amended)
1.1 Monitor kitchen service
points to ensure prompt
pick-up of food items.
1.2 Check service wares for
chip marks, spills and drips.
1.3 Carry plate/trays safety
according to hotel’s
standards.
1.4 Transfer foods promptly
and correctly to the
appropriate service points.
1.5 Advice colleagues promptly
about items ready to be
served.
1.6 Identify additional items
required from the kitchen
through monitoring of
service areas and
consultation with other
colleagues.
1.7 Remove used items from
service areas promptly and
bring them to the cleaning
area safely.
1.8 Dispose left-over foods and
disposable items in
accordance with hygiene
practices and enterprise
regulations.
1.9 Dispose recyclable items in
accordance with local
regulations and enterprise
practices.
2.1 Prepare general room
service equipment for use
and check for cleanliness
and stability.
2.2 Set-up (depending on meal
period) trays and trolleys in
accordance with hotel
standards.
2.3 Interpret correctly (time,
quantity of orders, meals
specifications, room
number, etc) room service
orders if information is right.
2.4 Answer telephone call
promptly and courtesy,
check guest’s name and
use it throughout the
conversation.
2.5 Clarify details of orders,
check with the guest for
accuracy and relay it to the
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90
10
kitchen staff.
2.6 Use suggestive selling
techniques and advice
guest for appropriate time
of delivery.
2.7 Report room service orders
accurately and check the
information (name of waiter,
menu choices, appropriate
time of delivery, etc).
2.8 Transfer orders promptly to
the appropriate kitchen
location for preparation.
2.9 Collect all foods and
beverage promptly and in
the right order.
2.10 Check orders before
leaving the kitchen.
2.11 Request entry to guest
room by knocking firmly at
the door announcing the
department where you
belong.
2.12 Enter guest’s room with
him/her politely.
2.13 Consult guest about their
preferences on where trays
and trolleys should be
placed and advice them of
any potential hazards.
2.14 Serve meal correctly and
give information about the
food/meal served.
2.15 Check bills for accuracy
before leaving the counter
2.16 Present bills to the guest in
accordance with hotel
standards
2.17 Check and clear floors
promptly for the use of
room service trolleys and
trays.
2.18 Return trays and room
service trolleys to the pantry
and clear soiled dishes,
trays and trolleys.
2.19 Mise en place for the next
service.
TR – Food and Beverage Services NC II (Amended)
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Unit of Competency
3.
Promote food and
beverage products
Module Title
3.1 Promoting food &
Beverage
products
TR – Food and Beverage Services NC II (Amended)
No. of
Hrs
Module Contents
3.1 Check dining and restaurant
area facilities for cleanliness
prior to service.
3.2 Prepare dining room and
make necessary adjustments
for lighting, room temperature,
music, floor and other
decorations to ensure comfort
and ambience for customer.
3.3 Arrange furniture in
accordance with enterprise
requirements.
3.4 Check tables and their
settings for stability and
comfortable access to service
personnel.
3.5 Check and prepare service
equipment.
3.6 Check menu variations and
daily specials with kitchen
staff.
3.7 Welcome guest in accordance
with establishment’s
standards.
3.8 Escort and seat guests
according to table allocation.
3.9 Offer available pre-meal
(cocktail service, etc) services
to guests.
3.10 Present menu and drink
list and provide clear
information to the guests
(menu choices and options,
daily specials, etc.)
3.11 Answer guest’s
query/queries on menu items
correctly and courteously.
3.12 Take orders accurately
using format required by the
hotel standards and convey
them promptly to the kitchen
and/ or bar.
3.13 Relay information about
any special request, dietary or
cultural requirements to the
kitchen/bar when appropriate.
3.14 Provide and adjust table
set-ups suitable for menu
choices in accordance with
hotel standards.
3.15 Monitor flow of service and
meal delivery.
3.16 Recognize and follow up
promptly any delays or
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12
deficiencies on services.
3.17 Advise and assure guests
that delays and problems will
be fixed immediately.
3.18 Check accuracy of orders
promptly from service counter
before transferring them to
service trays.
3.19 Serve food and beverage
correctly and courteously.
3.20 Ask the guest for
additional orders, if any.
3.21 Clean and clear tables,
cutleries and cookery at the
most appropriate time.
3.22 Process account in
accordance with hotel
procedures.
3.23 Check whether items in
the bills are correct
3.24 Organize and present bill
to the guest upon request.
3.25 Remove soiled glasswares and napkins using tray
and place them in appropriate
areas.
3.26 Replace table cloth and/or
placemats.
3.27 Report losses indicating
the items and how they got
lost.
3.28 Handle complaints by
listening attentively to the
guest.
3.29 Refer guest complaints to
supervisors or managers.
3.30 Provide feedback to guest
on action taken.
3.31 Sanitizes tables, chairs,
and waiters’ station.
3.32 Collect all silver wares, flat
wares, glassware’s, cutleries
and the likes and place them
in allocated storage areas.
3.33 Provide information
logbook to note the events of
the day. (e.g. service
evaluation, handover,
complaints, action taken,
sales of the day, etc.)
TR – Food and Beverage Services NC II (Amended)
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Unit of Competency
4.
Provide Food &
Beverage Services
to Guests
Module Title
No. of
Hrs
10
Module Contents
4.1 Providing Food &
Beverage
services to guest
4.1 Serve food orders
4.2 Assist the diners
4.3 Perform banquet or catering
service
4.4 Serve beverage orders
4.5 Conclude food service and
close down dining area
5. Provide room service
5.1. Providing Room
Service
6. Receive and Handle
guest concerns
6.1 Receiving and
Handling guest
concerns
5.1. Take and process room
service orders
5.2 Set up trays and trolleys
5.3. Present and serve food and
beverage orders to guests
5.4. Present room service
account
5.5. Clear away room service
equipment
6.1. listen to the complaint
6.2. Apologize to the guest
6.3. Take proper action on the
complaint
6.4. Record complaint
Total
385
TR – Food and Beverage Services NC II (Amended)
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COMPETENCY ANALYSIS
This table reflects the number of modules developed in a particular unit of competency
UNITS OF COMPETENCY
NO. OF MODULE
DEVELOPED
TOTAL
BASIC
1. Participate in Workplace Communication
2. Work in Team Environment
2.1 Observing Gender Sensitivity in the workplace
3. Practice Career Professionalism
3.1 Demonstrating work values and gender sensitivity
4. Practice Occupational Health and safety Procedures
4.1 Practicing basic housekeeping procedures
1
1
1
1
1
1
1
7
1
1
1
1
1
5
1
1
1
1
1
1
6
COMMON
1. Developed and Update Industry Knowledge
2. Observe Workplace Hygiene Procedures
3. Perform Computer Operations
4. Perform Workplace and Safety Practices
5.Provide Effective Customer Service
CORE
1. Prepare the dining room/restaurant area for service
2. welcome guests and take food and beverage orders
3. Promote food and beverage products
4. Provide Food and Beverage Services to Guests
5. Provide room service
6. Receive and handle guest concerns
Total
18
TR – Food and Beverage Services NC II (Amended)
Promulgated December 2013
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TESDA-SOP-TSDO-01-F02
CURRICULUM DESIGN
FOOD AND BEVERAGES SERVICES NC II
Nominal Duration: 385 HOURS
TVET QUALIFICATION:
Name of Institution:
POLYTECHNIC COLLEGE OF DAVAO DEL SUR, INC.
MONTH 1
wk wk wk wk
1
2
3
4
Duration of Training
MONTH 2
MONTH 3
wk
wk wk wk wk wk wk wk
1
2
3
4
1
2
3
4
1. Participate in work place communication
2. Work in team environment
3. Practice career professionalism
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
4. Practice occupational health and safety
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
1 hr
1 hr
1 hr
1 hr
1 hr
1 hr
1 hr
1 hr
1 hr
1 hr
1 hr
1 hr
1 hr
1 hr
1 hr
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
Comptencies
wk
1
MONTH 4
wk wk
wk4
2
3
Basic Competencies (47 hours)
1. Develop update industry knowledge
2. Observe workplace hygiene procedures
3. Perform computer operations
4. Perform workplace and safety practices
5. Provide effective customer services
Core Competencies (320 hours)
1. Prepare the dining room/restaurant area for service
2. Welcome guests and take food and beverage orders
3. Promote food and beverage products
4. Provide food and beverage services to guests
TR – Food and Beverage Services NC II (Amended)
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
Promulgated December 2013
16
National Assessment
Institutional Assessment
Common Competencies (18 hours)
5. Provide room service
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
6. Receive and handle guest concerns
2hrs
2hrs
2hrs
2hrs
2hrs
2hrs
TR – Food and Beverage Services NC II (Amended)
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CBC – Housekeeping
POLYTECHNIC COLLEGE OF DAVAO DEL SUR, INC.
Submitted by: MYRTEL R. SOLATORIO
Attested by: ATTY. NESTOR M. LEDESMA
Institution Head
Institution Representative
Date:_________________________
Date:__________________________
TR – Food and Beverage Services NC II (Amended)
Promulgated December 2013
Inspected by:
________________
PO/DO/TEP Expert
Date:_____________________
18
RESOURCES
TOOLS
EQUIPMENT
MATERIALS
Dinner plates, 10”
Dining chair
50 cm X 50 cm Table napkin
Show/base plates, 12”
Tray stand (optional)
Waiter station cabinet
Module
Manuals
Hand outs
VHS/CD/DVD
Fish plates, 8”
Fish plates, 8”
Dessert plates, 7”
Cereal plates, 5”
Side plates or bread plates, 6”
Bouillon cups and saucers, 8-12
oz.
Teacups and saucers, 6 2/3 oz.
Computer
Printer
Telephone
Fax Machine
Calculator
Multi media
Demi-tasse, 3 1/3 oz.
Coffee pots, 2 pint
Tea pots, 2 pint
CUTLERIES
Dinner knives
Dinner forks
Salad knives
Salad forks
Fish knives
Fish forks
Soup spoons
Dessert spoons
Dessert forks
Teaspoons
Demi-tasse spoons
Long spoons
TOOLS
EQUIPMENT
MATERIALS
Cocktail forks
Service forks
Service spoons
Sauce ladles
Soup ladles
Cake servers
GLASSWARE
Red wine glasses
White wine glasses
TR – Food and Beverage Services NC II (Amended)
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Water goblets
TABLES
Square tables good for 4
persons
CLOTH
54”X54
90”X90”
64”X64”
72”X72”
Side towels
OTHER ACCESSORIES
Salt shakers
Pepper shakers
Pepper mills
Rectangular trays
Oval trays
Round trays
Tooth pick holders
TOOLS
EQUIPMENT
MATERIALS
Sugar containers
Creamer containers
Oil and vinegar containers and
holders
Sauce boats
Menu cards
Order pads
Pens
Flower bases
Reservation books
Water pitchers
Plate covers
Bill folder/change trays
Ice bucket with tongs
ASSESSMENT METHOD:




Direct observation
Practical demonstration
Oral/written test
Third party report
TR – Food and Beverage Services NC II (Amended)
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COURSE DELIVERY








Demonstration
Self-paced instruction
Film viewing
Lecture/discussion
Simulation
On- the -Job Training
Group Discussion
Lecture/Demonstration
TRAINER'S QUALIFICATION (TQ II)





Must have completed a Trainers Training Methodology Course (TM II) or
its equivalent
Must have at least 2 years industry experience
Must be a holder of a Food and Beverage Servicing NC level II
Must be of good moral character
With pleasing personality
TR – Food and Beverage Services NC II (Amended)
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MODULES OF INSTRUCTION
BASIC COMPETENCIES
FOOD & BEVERAGE SERVICES NC II
TR – Food and Beverage Services NC II (Amended)
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22
BASIC COMPETENCY
:
COMMUNICATIONS
UNIT OF COMPETENCY :
PARTICIPATE IN WORKPLACE COMMUNICATION
MODULE TITLE
PARTICIPATING IN WORKPLACE COMMUNICATION
:
MODULE DESCRIPTOR :
This module covers the knowledge, skills and attitudes
required to obtain, interpret and convey information in
response to workplace requirements.
SUGGESTED DURATION :
4 hours
PREREQUISITE
Receive and Respond to Workplace Communication. (NC I)
:
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module the students/ trainees will be able to:
LO1. Obtain and convey workplace information
LO2. Complete relevant work related documents.
LO3. Participate in workplace meetings and discussions
CBC Food & Beverage Services NC II
- 23 -
LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION
ASSESSMENT CRITERIA:
1. Specific relevant information is accessed from appropriate sources.
2. Effective questioning, active listening and speaking skills are used to gather and
convey information.
3. Appropriate medium is used to transfer information and ideas.
4. Appropriate non-verbal communication is used.
5. Appropriate lines of communication with superiors and colleagues are identified
and followed.
6. Defined workplace procedures for the location and storage of information are
used.
7. Personal interaction is carried out clearly and concisely.
CONTENTS:



Parts of speech
Sentence construction
Effective communication
CONDITIONS:
The students/ trainees must be provided with the following:



Writing materials (pen & paper)
References (books)
Manuals
METHODOLOGIES:




Group discussion
Interaction
Lecture
Reportorial
ASSESSMENT METHODS:



Written test
Practical/performance test
Interview
CBC Food & Beverage Services NC II
- 24 -
L02. COMPLETE RELEVANT WORK RELATED DOCUMENTS
ASSESSMENT CRTERIA:
1. Ranges of forms relating to conditions of employment are completed accurately
and legibly.
2. Workplace data is recorded on standard workplace forms and documents.
3. Basic mathematical processes are used for routine calculations.
4. Errors in recording information on forms/documents are identified and rectified.
5. Reporting requirements to superior are completed according to enterprise
guidelines.
CONTENTS:



Basic mathematics
Technical writing
Types of forms
CONDITIONS:
The students/trainees must be provided with the following:




Paper
Pencils/ball pen
Reference books
Manuals
METHODOLOGIES:



Group discussion
Interaction
Lecture
ASSESSMENT METHODS:



Written test
Practical/performance test
Interview
CBC Food & Beverage Services NC II
- 25 -
LO3. PARTICIPATE IN WORKPLACE MEETINGS AND DISCUSSIONS
ASSESSMENT CRITERIA:
1. Team meetings are attended on time.
2. Own opinions are clearly expressed and those of others are listened to without
interruption.
3. Meeting inputs are consistent with the meeting purpose and established
protocols.
4. Workplace interactions are conducted in a courteous manner appropriate to
cultural background and authority in the enterprise procedures.
5. Questions about simple routine workplace procedures and matters concerning
conditions of employment are asked and responded.
6. Meeting outcomes are interpreted and implemented.
CONTENTS:



Sentence construction
Technical writing
Recording information
CONDITIONS:
The students/trainees must be provided with the following:




Paper
Pencils/ball pen
References (books)
Manuals
METHODOLOGIES:



Group discussions
Interaction
Lecture
ASSESSMENT METHODS:



Written test
Practical/performance test
Interview
CBC Food & Beverage Services NC II
- 26 -
BASIC COMPETENCY
:
TEAM WORK
UNIT OF COMPETENCY :
WORK IN TEAM ENVIRONMENT
MODULE TITLE
WORKING IN A TEAM ENVIRONMENT
:
MODULE DESCRIPTOR :
This module covers the knowledge, skills, and attitudes
required to relate in a work based environment.
SUGGESTED DURATION :
4 hours
PREREQUISITE
TEAMWORK (NC I)
:
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module, the students/ trainees will be able to:
LO1. Describe and identify team role and responsibility in a team
LO2. Describe work as a team member
LO3. Observing Gender Sensitivity in the Workplace
CBC Food & Beverage Services NC II
- 27 -
LO1. DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A TEAM
ASSESSMENT CRITERIA:
1.
2.
3.
4.
5.
Role and objective of the team is identified.
Team parameters, relationships and responsibilities are identified.
Individual role and responsibilities within team environment are identified.
Roles and responsibilities of other team members are identified and recognized.
Reporting relationships within team and external to team are identified.
CONTENTS:




Team role.
Relationship and responsibilities
Role and responsibilities with team environment.
Relationship within a team.
CONDITIONS:
The students/ trainees must be provided with the following:





Standard operating procedure (SOP) of workplace
Job procedures
Client/supplier instructions
Quality standards
Organizational or external personnel
METHODOLOGIES:



Group discussion/interaction
Case studies
Simulation
ASSESSMENT METHODS:




Written test
Observation
Simulation
Role playing
CBC Food & Beverage Services NC II
- 28 -
LO2. DESCRIBE WORK AS A TEAM MEMBER
ASSESSMENT CRITERIA:
1. Individual role and responsibilities within the team environment are identified.
2. Roles and responsibility of other team members are identified and recognized.
3. Reporting relationship within team and external to team are identified.
CONTENTS:




Team role.
Relationship and responsibilities
Role and responsibilities with team environment.
Relationship within a team.
CONDITIONS:
The students/ trainees must be provided with the following:





Standard operating procedure (SOP) of workplace
Job procedures
Client/supplier instructions
Quality standards
Organizational or external personnel
METHODOLOGIES:



Group discussion/interaction
Case studies
Simulation
ASSESSMENT METHODS:




Written test
Observation
Simulation
Role playing
CBC Food & Beverage Services NC II
- 29 -
LO3. OBSERVING GENDER SENSITIVITY IN THE WORKPLACE
ASSESSMENT CRITERIA:
1.
2.
3.
4.
Appropriate forms of communication and interactions are undertaken.
Appropriate contributions to complement team activities and objectives are made.
Reporting using standard operating procedures is followed.
Development of team work plans based from team role is contributed.
CONTENTS:



Communication process
Team structure/team roles
Group planning and decision making
CONDITIONS:
The students/trainees must be provided with the following:



SOP of workplace
Job procedures
Organization or external personnel
METHODOLOGIES:



Group discussion/interaction
Case studies
Simulation
ASSESSMENT METHODS:



Observation of work activities
Observation through simulation or role play
Case studies and scenarios.
CBC Food & Beverage Services NC II
- 30 -
UNIT OF COMPETENCY :
PRACTICE CAREER PROFESSIONALISM
MODULE TITLE
PRACTICING CAREER PROFESSIONALISM
:
MODULE DESCRIPTOR :
This module covers the knowledge; skills and attitudes in
promoting career growth and advancement, specifically to
integrate personal objectives with organizational goals set
and meet work priorities and maintain professional growth
and development.
NOMINAL DURATION
6 hours
:
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module, the trainee/student must be able to:
LO1. Integrate personal objectives with organizational goals
LO2. Set and meet work priorities
LO3. Maintain professional growth and development
LO4. Demonstrate work values and gender sensitivity
CBC Food & Beverage Services NC II
- 31 -
LO1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS
ASSESSMENT CRITERIA:
1. Personal growth and work plans towards improving the qualifications set for
professionalism are evident.
2. Intra and interpersonal relationship in the course of managing oneself based on
performance evaluation is maintained.
3. Commitment to the organization and its goal is demonstrated in the performance
of duties.
4. Practice of appropriate personal hygiene is observed.
5. Job targets within key result areas are attained.
CONTENTS:




Personal development-social aspects: intra and interpersonal development
Organizational goals
Personal hygiene and practices
Code of ethics
CONDITIONS:
The students/ trainees must be provided with the following:





Workplace
Code of ethics
Organizational goals
Hand outs and Personal development-social aspects
CD’s, VHS tapes, transparencies
METHODOLOGIES:




Interactive -lecture
Simulation
Demonstration
Self-paced instruction
ASSESSMENT METHODS:



Role play
Interview
Written examination
CBC Food & Beverage Services NC II
- 32 -
LO2. SET AND MEET WORK PRIORITIES
ASSESSMENT CRITERIA:
1. Competing demands to achieve personal, team and organizational goals and
objectives are prioritized.
2. Resources are utilized efficiently and effectively to manage work priorities and
commitments.
3. Practices and economic use and maintenance of equipment and facilities are
followed as per established procedures.
4. Job targets within key result areas are attained.
CONTENTS:



Organizational Key Result Areas (KRA)
Work values and ethical standards
Company policies on the use and maintenance of equipment
CONDITIONS:
The students/ trainees must be provided with the following



Hand outs on
- Organizational KRA
- Work values and ethics
- Company policies and standards
- Sample job targets
Learning guides
CD’s, VHS tapes, transparencies
METHODOLOGIES:




Interactive lecture
Group discussion
Structured activity
Demonstration
ASSESSMENT METHODS:



Role play
Interview
Written examination
CBC Food & Beverage Services NC II
- 33 -
LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT
ASSESSMENT CRITERIA:
1. Training and career opportunities relevant to the job requirements are identified
and availed.
2. Licenses and/or certifications according to the requirements of the qualifications
are acquired and maintained
3. Fundamental rights at work including gender sensitivity are manifested/ observed
4. Training and career opportunities based on the requirements of industry are
completed and updated.
CONTENTS:




Qualification standards
Gender and development (GAD) sensitivity
Professionalism in the workplace
List of professional licenses
CONDITIONS:
The students/trainees must be provided with the following




Quality standards
GAD handouts
CD’s, VHS tapes on professionalism in the workplace
Professional licenses samples
METHODOLOGIES:




Interactive lecture
Film viewing
Role play/simulation
Group discussion
ASSESSMENT METHODS:




Demonstration
Interview
Written examination
Portfolio assessment
CBC Food & Beverage Services NC II
- 34 -
LO4. DEMONSTRATE WORK VALUES AND GENDER SENSITIVITY
ASSESSMENT CRITERIA:
1. Training and career opportunities relevant to the job requirements are identified
and availed.
2. Licenses and/or certifications according to the requirements of the qualifications
are acquired and maintained
3. Fundamental rights at work including gender sensitivity are manifested/ observed
4. Training and career opportunities based on the requirements of industry are
completed and updated.
CONTENTS:




Qualification standards
Gender and development (GAD) sensitivity
Professionalism in the workplace
List of professional licenses
CONDITIONS:
The students/trainees must be provided with the following




Quality standards
GAD handouts
CD’s, VHS tapes on professionalism in the workplace
Professional licenses samples
METHODOLOGIES:




Interactive lecture
Film viewing
Role play/simulation
Group discussion
ASSESSMENT METHODS:




Demonstration
Interview
Written examination
Portfolio assessment
CBC Food & Beverage Services NC II
- 35 -
UNIT OF COMPETENCY :
MODULE TITLE
PRACTICE OCCUPATIONAL HEALTH AND SAFETY
PROCEDURES
:
PRACTICING OCCUPATIONAL HEALTH AND SAFETY
PROCEDURES
MODULE DESCRIPTOR :
This module covers the knowledge, skills and attitudes
required to comply with the regulatory and organizational
requirements for occupational health and safety such as
identifying, evaluating and maintaining occupational health
and safety (OHS) awareness.
NOMINAL DURATION
4 hours
:
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module, the trainee/student must be able to:
LO1. Evaluate hazards and risks
LO2. Control hazards and risks
LO3. Maintain occupational health and safety awareness
LO4. Practice basic housekeeping procedures
CBC Food & Beverage Services NC II
- 36 -
LO1. EVALUATE HAZARD AND RISKS
ASSESSMENT CRITERIA:
1. Workplace hazards and risks are identified and clearly explained.
2. Hazards/risks and its corresponding indicators are identified in line with the
company procedures.
3. Contingency measures are recognized and established in accordance with
organizational procedures.
CONTENTS:




Hazards and risks identification and control
Organizational safety and health protocol
Threshold limit value (TLV)
OHS indicators
CONDITIONS:
The students/ trainees must be provided with the following:





Workplace
Personal protective equipment (PPE)
Learning guides
Hand-outs
- Organizational safety and health protocol
- OHS indicators
- Threshold limit value
- Hazards/risk identification and control
CD’s, VHS tapes, transparencies
METHODOLOGIES:




Interactive -lecture
Simulation
Symposium
Group dynamics
ASSESSMENT METHODS:




Situation analysis
Interview
Practical examination
Written examination
CBC Food & Beverage Services NC II
- 37 -
LO2. CONTROL HAZARDS AND RISKS
ASSESSMENT CRITERIA:
1. Terms of maximum tolerable limits are identified based on threshold limit values
(TLV).
2. Effects of hazards are determined.
3. OHS issues and concerns are identified in accordance with workplace
requirements and relevant workplace OHS legislation.
CONTENTS:





TLV table
Philippine OHS standards
Effects of hazards in the workplace
Ergonomics
ECC Regulations
CONDITIONS:
The students/trainees must be provided with the following



Hand outs on
- Philippine OHS standards
- Effects of hazards in the workplace
- Ergonomics
- ECC regulations
TLV table
CD’s, VHS tapes, transparencies
METHODOLOGIES:





Interactive lecture
Situation analysis
Symposium
Film viewing
Group dynamics
ASSESSMENT METHODS:



Interview
Written examination
Simulation
CBC Food & Beverage Services NC II
- 38 -
LO3. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS
ASSESSMENT CRITERIA:
1. OHS procedures for controlling hazards and risk are strictly followed.
2. Procedures in dealing with workplace accidents, fire and emergencies are
followed in accordance with the organization’s OHS policies.
3. Personal protective equipment (PPE) is correctly used in accordance with
organization’s OHS procedures and practices.
4. Procedures in providing appropriate assistance in the event of workplace
emergencies are identified in line with the established organizational protocol.
CONTENTS:


Safety regulations
- Clean air act
- Electrical and fire safety code
- Waste management
- Disaster preparedness and management
Contingency measures and procedures
CONDITIONS:
The students/trainees must be provided with the following:




Hand outs on
- Safety Regulations
- Clean air act
- Electrical and fire safety code
- Waste management
- Disaster preparedness and management
- Contingency measures and procedures
OHS personal records
PPE
CD’s, VHS tapes, transparencies
METHODOLOGIES:





Interactive lecture
Symposium
Film viewing
Group dynamics
Self-paced instruction
ASSESSMENT METHODS:




Written examination
Interview
Case/situation analysis
Simulation
CBC Food & Beverage Services NC II
- 39 -
LO4. PRACTICE BASIC HOUSEKEEPING PROCEDURES
ASSESSMENT CRITERIA:
1. Procedures in emergency related drill are strictly followed in line with the
established organization guidelines and procedures.
2. OHS personal records are filled up in accordance with workplace requirements.
3. PPE is maintained in line with organization guidelines and procedures.
CONTENTS:


Operational health and safety procedure, practices and regulations
Emergency-related drills and training
CONDITIONS:
The students/trainees must be provided with the following





Workplace
PPE
OHS personal records
CD’s, VHS tapes, transparencies
Health record
METHODOLOGIES:





Interactive lecture
Simulation
Symposium
Film viewing
Group dynamics
ASSESSMENT METHODS:




Demonstration
Interview
Written examination
Portfolio assessment
CBC Food & Beverage Services NC II
- 40 -
MODULES OF INSTRUCTION
COMMON COMPETENCIES
FOOD & BEVERAGE SERVICES NC II
UNIT OF COMPETENCY :
DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
MODULE TITLE
DEVELOPING AND UPDATE INDUSTRY KNOWLEDGE
:
MODULE DESCRIPTOR :
This module covers the knowledge, skills and attitudes
required to access, increase and update industry knowledge.
NOMINAL DURATION
2 hours
:
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module, the trainees/students should be able to:
LO1. Seek information on the industry
LO2. Update industry knowledge
CBC Food & Beverage Services NC II
- 42 -
LO1. SEEK INFORMATION ON THE INDUSTRY
ASSESSMENT CRITERIA:
1. Sources of information on the industry are correctly identified and accessed.
2. Information to assist effective work performance is obtained in line with job
requirements.
3. Specific information on sector of work is accessed and updated.
4. Industry information is correctly applied to day – to – day work activities.
CONTENTS:
Information sources
 media
 reference book
 libraries
 union
 industry association
 internet
 personal observation
CONDITIONS:
The students/trainees must be provided with the following





Proper hygiene procedure manuals
internet
personal computer
reference book
industry journals
METHODOLOGIES:




Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS


Written/Oral examination
Practical demonstration
CBC Food & Beverage Services NC II
- 43 -
LO2. UPDATE INDUSTRY KNOWLEDGE
ASSESSMENT CRITERIA:
1. Informal and/or formal research is used to update general knowledge of the
industry.
2. Updated knowledge is shared with customers and colleagues as appropriate and
incorporated into day – to – working activities.
CONTENTS:


Information sources
- media
- libraries/reference book
- union/industry association
- internet
Legislation that affects the industry
CONDITIONS:
The students/trainees must be provided with the following



internet
personal computer
reference book
METHODOLOGIES:




Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS


Written/oral examination
Practical demonstration
CBC Food & Beverage Services NC II
- 44 -
UNIT OF COMPETENCY :
OBSERVE WORKPLACE HYGIENE PROCEDURES
MODULE TITLE
:
OBSERVING WORKPLACE HYGIENE PROCEDURES
MODULE DESCRIPTOR :
This module covers the knowledge, skills and attitudes in
observing workplace hygiene procedures.
NOMINAL DURATION
2 Hours
:
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module, the trainees/students should be able to:
LO1
follow hygiene procedures
LO2
identify and prevent hygiene risks
CBC Food & Beverage Services NC II
- 45 -
LO1. FOLLOW HYGIENE PROCEDURES
ASSESSMENT CRITERIA:
1. Workplace hygiene procedures are implemented in line with enterprise and legal
requirements.
2. Handling and storage of items are undertaken in line with enterprise and legal
requirements.
CONTENTS:
 Hygiene procedures
- Proper hand washing
- Regular bathing
- Appropriate and clean clothing
- Cleaning and sanitizing procedures
- Personal hygiene
CONDITIONS:
The students/trainees must be provided with the following




Proper hygiene procedure manuals
Soap
Sanitizer
Hygiene products
METHODOLOGIES:




Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS
 Written/Oral examination
 Practical demonstration
CBC Food & Beverage Services NC II
- 46 -
LO 2. IDENTIFY AND PREVENT HYGIENE RISKS
ASSESSMENT CRITERIA:
1. Potential hygiene risks are identified in line with enterprise procedures.
2. Action to minimize and remove risks is taken within scope of individual
responsibility of enterprise/legal requirements.
3. Hygiene risks beyond the control of individual staff members are reported to the
appropriate person for follow up.
CONTENTS:
 Hygiene procedures
- Proper food handling and storage
- Correct work practices
- Proper waste disposal
- Personal hygiene
- Pest control
- Principles of HACCP
CONDITIONS:
The students/trainees must be provided with the following





Proper hygiene procedure manuals
Soap
Sanitizer
Hygiene products
Proper food handling and storage manual
METHODOLOGIES:




Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS
 Written/Oral examination
 Practical demonstration
CBC Food & Beverage Services NC II
- 47 -
UNIT OF COMPETENCY :
PERFORM COMPUTER OPERATIONS
MODULE TITLE
PERFORMING COMPUTER OPERATIONS
:
MODULE DESCRIPTION :
This module covers the knowledge, skills and attitudes
needed to perform computer operations. This includes in
putting, accessing, producing and transferring data using
appropriate hardware and software.
SUGGESTED DURATION :
6 hours
SUMMARY OF LEARNING OUTCOMES:
At the completion of the module the trainees/students should be able to:
LO1. Plan and prepare for task to be undertaken
LO2. Input data into computer
LO3. Access information using computer
LO4. Produce/output data using computer system
LO5. Maintain computer equipment and systems
CBC Food & Beverage Services NC II
- 48 -
LO1. PLAN AND PREPARE FOR TASK TO BE UNDERTAKEN
ASSESSMENT CRITERIA:
1. Requirements of tasks are determined.
2. Appropriate hardware and software is selected according to task assigned and
required outcome
3. Task is planned to ensure OH & S guidelines and procedures are followed.
CONTENTS:
 Main types of computers and basic features of different operating systems
 Main parts of a computer
 Storage devices and basic categories of memory
 Types of software
 Peripheral devices
CONDITION:
The trainees/students must be provided with the following:
 Equipment and accessories
- Personal computer
- Network system
- Communication equipment
- Printer
- Scanner
- Keyboard
- Mouse
 Supplies and materials
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
- Set of screw driver
 Learning materials
- Learning elements/activity sheets
- Manufacturer’s manual
METHODOLOGIES:
 Self-paced/modular
 Demonstration
 Small group discussion
 Distance education
ASSESSMENT METHODS:
 Written/oral examination
 Practical demonstration
 interview
CBC Food & Beverage Services NC II
- 49 -
LO2. INPUT DATA INTO COMPUTER
ASSESSMENT CRITERIA:
1. Data are entered into the computer using appropriate program/application in
accordance with company procedures.
2. Accuracy of information is checked and information is saved in accordance with
standard operating procedures.
3. Inputted data are stored in storage media according to requirements.
4. Work is performed within organic guidelines.
CONTENTS:




Basic ergonomics of keyboard and computer use
Standard operating procedures in entering and saving data into the computer
Storage media
Ergonomic guidelines
CONDITION:
The trainees/students must be provided with the following:
 Equipment and accessories
- Personal computer
Network system
- Communication equipment
- Printer
- Scanner
- Keyboard
- Mouse
 Supplies and materials
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
- Set of screw driver
 Learning materials
- Learning elements/activity sheets
- Manufacturer’s manual
METHODOLOGIES:




Self-paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS:



Written/oral examination
Practical demonstration
interview
CBC Food & Beverage Services NC II
- 50 -
LO3. ACCESS INFORMATION USING COMPUTER
ASSESSMENT CRITERIA:
1. Correct program/application is selected based on job requirements
2. Program/application containing the information required is accessed in
accordance with the company procedures
3. Desktop icons are correctly selected, opened and closed for navigation purposes.
4. Keyboard techniques is carried out in line with OHS requirements for safe use of
keyboards
CONTENTS:



Procedures/techniques in accessing Information
Desktop Icons
Keyboard techniques based on OHS requirements
CONDITION:
The trainees/students must be provided with the following:




Equipment and accessories
- Personal computer
- Network system
- Communication equipment
- Printer
- Scanner
- Keyboard
- Mouse
Supplies and materials
- Office supplies
- Diskettes
- CDs
- Zip disks
Tools
- Set of screw driver
Learning materials
- Learning elements/activity sheets
- Manufacturer’s manual
METHODOLOGIES:




Self-paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS



Written/oral examination
Practical demonstration
interview
CBC Food & Beverage Services NC II
- 51 -
LO4. PRODUCE/OUTPUT DATA USING COMPUTER SYSTEM
ASSESSMENT CRITERIA:
1. Entered data is processed using appropriate software commands
2. Data are printed out as required using computer hardware/peripheral devices in
accordance with standard operating procedures
3. Files and data are transferred between compatible systems using computer
software, hardware/peripheral devices in accordance with standard operating
procedures.
CONTENTS:



Software commands
Operation and use of peripheral devices
Procedures in transferring files/data
CONDITION:
The trainees/students must be provided with the following:

Equipment and accessories
- Personal computer
- Network system
- Communication equipment
- Printer
- Scanner
- Keyboard
- Mouse
 Supplies and materials
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
- Set of screw driver
 Learning materials
- Learning elements/activity sheets
- Manufacturer’s manual
METHODOLOGIES:




Self-paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS



Written/oral examination
Practical demonstration
interview
CBC Food & Beverage Services NC II
- 52 -
LO5. MAINTAIN COMPUTER EQUIPMENT AND SYSTEM
ASSESSMENT CRITERIA:
1. systems for cleaning, minor maintenance and replacement of consumables are
implemented
2. procedures for ensuring security of data, including regular back-ups and virus
checks are implemented in accordance with standard operating procedures
3. Basic file maintenance procedures are implemented in line with the standard
operating procedures.
CONTENTS:
 Cleaning, Minor Maintenance and Replacements of Consumables
 Creating More Space in the Hard Disk
 Reviewing Programs
 Deleting Unwanted Files
 Checking Hard Disk for Errors
 Viruses and Up to Date Anti-Virus Programs
CONDITION:
The trainees/students must be provided with the following:
 Equipment and accessories
- Personal computer
- Network system
- Communication equipment
- Printer
- Scanner
- Keyboard
- Mouse
 Supplies and materials
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
- Set of screw driver
 Learning materials
- Learning elements/activity sheets
- Manufacturer’s manual
METHODOLOGIES:
 Self-paced/modular
 Demonstration
 Small group discussion
ASSESSMENT METHODS
 Written/oral examination
 Practical demonstration
 interview
CBC Food & Beverage Services NC II
- 53 -
UNIT OF COMPETENCY :
PERFORM WORKPLACE SAFETY PRACTICES
MODULE TITLE
PERFORMING WORKPLACE SAFETY PRACTICES
:
MODULE DESCRIPTOR :
This module covers the knowledge, skills and attitudes in
following health, safety and security practices. It includes
dealing with emergency situations and maintaining safe
personal standard.
NOMINAL DURATION
2 hours
:
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module, the trainees/students should be able to:
LO1. Follow workplace procedures for health, safety and security practices
LO2. Deal with emergency situations
LO3. Maintain safe personal presentation standards
CBC Food & Beverage Services NC II
- 54 -
LO1. FOLLOW WORKPLACE PROCEDURES FOR HEALTH, SAFETY AND SECURITY
PRACTICES
ASSESSMENT CRITERIA:
1. Correct health, safety and security procedures are followed in line with legislation,
regulations and enterprise procedures.
2. Breaches of health, safety and security procedures are identified and reported in
line with enterprise procedure.
3. Suspicious behavior or unusual occurrence are reported in line with enterprise
procedures.
CONTENTS:
•
•
Health, safety and security procedures
Breaches procedures
CONDITIONS:
The trainees/students must be provided with the following:



Manuals
Handbook safety and security
Report (sample)
METHODOLOGIES:




Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS


Written/Oral examination
Practical demonstration
CBC Food & Beverage Services NC II
- 55 -
LO2. DEAL WITH EMERGENCY SITUATIONS
ASSESSMENT CRITERIA:
1. Emergency and potential emergency situations are recognized and appropriate
action is taken within individual’s scope of responsibility.
2. Emergency procedures are followed in line with enterprise procedures.
3. Assistance is sought from colleagues to resolve or respond to emergency
situations
4. Details of emergency situations are reported in line with enterprise procedures.
CONTENTS:


Emergency procedure
- Personal injuries
- Fire
- Electrocution
- Natural calamity
- Criminal acts
Safe personal presentation standard
CONDITIONS:
The trainees/students must be provided with the following:




Emergency procedure manuals
Handbook safety and security
Report
Emergency drills – instruction/guidelines
METHODOLOGIES:




Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS:



Written/Oral examination
Practical demonstration
Observation
CBC Food & Beverage Services NC II
- 56 -
LO3. MAINTAIN SAFE PERSONAL PRESENTATION STANDARDS
ASSESSMENT CRITERION:
1. Safe personal standards are identified and followed in line with workplace.
CONTENTS:


Use of PPE
Safe and proper posture.
CONDITIONS:
Students/trainees must be provided with the following:


Hands-out
Film / video clips
METHODOLOGIES:




Lecture/ demonstration
Self-paced instruction
Group discussion
Film showing
ASSESSMENT METHODS:





Hands-on
Direct observation
Practical demonstration
Role-playing/ simulation
Dramatization / fire drill
CBC Food & Beverage Services NC II
- 57 -
UNIT OF COMPETENCY
:
MODULE TITLE
PROVIDING EFFECTIVE CUSTOMER SERVICE
:
PROVIDE EFFECTIVE CUSTOMER SERVICE
MODULE DESCRIPTOR :
This module covers the knowledge, skills and attitude in
providing effective customer service.
NOMINAL DURATION
6 hours
:
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module, the trainee/student must be able to:
LO1. Greet customer
LO2. Identify customer needs
LO3. Deliver service to customer
LO4. Handle queries through telephone, fax machine, internet and email
LO5. Handle complaints, evaluation and recommendations
CBC Food & Beverage Services NC II
- 58 -
LO1. GREET CUSTOMER
ASSESSMENT CRITERIA:
1.
2.
3.
4.
Guests are greeted in line with enterprise procedures
Verbal and non-verbal communications are appropriate to the given situation.
Non verbal communication of customer is observed responding to customer
Sensitivity to cultural and social differences is demonstrated.
CONTENTS:



Personality development and public relations
Basic oral communication/ writing memos and letters
Preparing job documentation
- Following instructions
- Filling-out forms
CONDITIONS:
The trainees/students must be provided with the following:




Tools
Recorder
Microphone
Full-body mirror
Company dress



Equipment
Video camera recorder
Television
VHS/DVD Player





Materials
V8 tape
CD
Make=up kit
References:
Books, brochures,
manuals
METHODOLOGIES:





Modular (self-pace learning)
Electronic Learning
Industry Immersion
Demonstration
Film-viewing
ASSESSMENT METHODS:



Interview (oral/questionnaire)
Observation
Demonstration of Practical Skills
CBC Food & Beverage Services NC II
- 59 -
LO2. IDENTIFY CUSOMTER NEEDS
ASSESSMENT CRITERIA:
1. Appropriate interpersonal skills are used to ensure that customer needs are
accurately identified.
2. Customer needs are assessed for urgency so that priority for service delivery can
be identified
3. Customers are provided with information
4. Personal limitation in addressing customer needs is identified and where
appropriate, assistance is sought from supervisor
CONTENTS:



Food and culture
Exploration of food trends
- Past, present and future trend
Communication standards in customer service
CONDITIONS:
The trainees/students must be provided with the following:




Tools
Recorder
Microphone
Full-body mirror
Company dress



Equipment
Video Camera recorder
Television
VHS/DVD Player





Materials
V8 tape
CD
Make=up kit
References:
Books, brochures,
manuals
METHODOLOGIES:





Modular (self-pace learning)
Electronic Learning
Industry Immersion
Demonstration
Film-viewing
ASSESSMENT METHODS:



Interview (oral/questionnaire)
Observation
Demonstration of Practical Skills
CBC Food & Beverage Services NC II
- 60 -
LO3. DELIVER SERVICE TO CUSTOMER
ASSESSMENT CRITERIA:
1. Customer needs are promptly attended to in line with enterprise procedures.
2. Appropriate rapport is maintained with customer to enable high quality service
delivery
3. Opportunity to enhance the quality of service and products are taken whenever
possible
CONTENTS:




Modes of greeting and farewell.
Proper addressing of needs of persons. (by gender, age, status, physical
condition)
Style manual requirement.
Standard letters and preformed.
CONDITIONS:
Students/trainees must be provided with the following:


Hands-out
Film / video clips
METHODOLOGIES:




Lecture/ demonstration
Self-paced instruction
Group discussion
Film showing
ASSESSMENT METHODS:




Hands-on
Direct observation
Practical demonstration
Role-playing/ simulation
CBC Food & Beverage Services NC II
- 61 -
LO4. HANDLE QUERIES THROUGH TELEPHONE, FAX MACHINE, INTERNET AND
EMAIL
ASSESSMENT CRITERIA:
1. Use telephone, computer, fax machine, internet efficiently to determine customer
requirements.
2. Queries/information is recorded in line with enterprise procedure.
3. Queries are acted upon promptly and correctly in line with enterprise procedure
CONTENTS:



Proper way of answering complaints in line with workplace procedures.
Nature and details of complaints.
Industry/ workplace procedures in giving evaluation and recommendations.
CONDITIONS:
Students/trainees must be provided with the following:



Hands-out
Film / video clips
Sample complaint/evaluation and recommendation sheet from industry.
METHODOLOGIES:




Lecture/ demonstration
Self-paced instruction
Group discussion
Film showing
ASSESSMENT METHODS:




Hands-on
Direct observation
Practical demonstration
Role-playing/ simulation
CBC Food & Beverage Services NC II
- 62 -
LO5. HANDLE COMPLAINTS, EVALUATION AND RECOMMENDATIONS
ASSESSMENT CRITERIA:
1.
2.
3.
4.
Guests are greeted with a smile and eye-to-eye contact
Responsibility for resolving the complaint is taken within limit of responsibility
Nature and details of complaint are established and agreed with the customer
Appropriate action is taken to resolve the complaint to the customers satisfaction
wherever possible.
CONTENTS:



Proper way of answering complaints in line with workplace procedures.
Nature and details of complaints.
Industry/ workplace procedures in giving evaluation and recommendations.
CONDITIONS:
Students/trainees must be provided with the following:



Hands-out
Film / video clips
Sample complaint/evaluation and recommendation sheet from industry.
METHODOLOGIES:




Lecture/ demonstration
Self-paced instruction
Group discussion
Film showing
ASSESSMENT METHODS:




Hands-on
Direct observation
Practical demonstration
Role-playing/ simulation
CBC Food & Beverage Services NC II
- 63 -
MODULES OF INSTRUCTION
CORE COMPETENCIES
FOOD & BEVERAGE SERVICES NC II
UNIT OF COMPETENCY :
PREPARE THE DINING ROOM/RESTAURANT AREA FOR
SERVICE
MODULE TITLE
:
Preparing the dining room/restaurant area for service
UNIT DESCRIPTOR
:
This unit covers the knowledge and skills required in the
preparation of the dining room /restaurant area before the start
of the service operations. It involves opening duties or the
dining room mise-en-place prior to service. This unit includes
the knowledge and skills in taking reservations, preparing
service stations, table setting, and setting the ambiance of the
foodservice facility.
NOMINAL DURATION
:
Hrs.
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module, the trainee/student must be able to:
LO1. Take table reservations
LO2. Prepare service stations and equipment
LO3.
Set-up the tables in the dining area
LO4. Set the mood/ambiance of the dining area
65
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO1. TAKE TABLE RESERVATION
ASSESSMENT CRITERIA:
1.1 Inquiries are answered promptly, clearly and accurately.
1.2 Pertinent questions are asked to complete the details of the reservations.
1.3 Reservations data are recorded on forms accurately based on establishment’s
standards.
1.4 Details of the reservations are repeated back and confirmed with the party making the
reservation.
1.5 Additional information about the foodservice establishment is provided when necessary.
CONTENTS:
1. Foodservice operations
2. Reservations process
3. Basic types of tableware
a..Dinnerware
b. Beverageware/glassware
c. Silverware/cutlery
4. General rules in laying covers/table set-up
5. Different napkin folding styles
6. Station mise-en-place
7. Telephone ethics
8. Table skirting styles
9. Banquet set-up styles
CONDITIONS: the trainee/students must be provided with the following:
Inquiries
 Telephone
 Fax
 Email
 Internet
 In person
Details of the reservation Date of
reservation
 Time of arrival
 Number of persons
 Name of person who will use
the reservation
 Name of person making the
reservation
 Contact details of the person
checking in and of the person
making the reservation
 Special requirements
Reservation records or forms




Reservation Sheets
Logbook
Computer
Reservation Cards
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
66
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
67
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO2. PREPARE SERVICE STATIONS AND EQUIPMENT
ASSESSMENT CRITERIA:
2.1 Service or waiter’s stations are stacked with supplies necessary for service.
2.2 All tableware and dining room equipment are cleaned, wiped and put in their proper
places.
2.3 Special tent cards and similar special displays are put up for promotion.
2.4 Cleanliness and condition of all tables, tableware and dining room equipment are
checked.
2.5 Water pitchers and ice buckets are filled.
2.6 Electrical appliance or equipment like coffee pots, tea pots, plate warmers etc. in the
dining area are turned on and kept ready.
2.7 Condiments and sauce bottles are refilled and the necks and tops of the bottles are
wiped clean and dry.
CONTENTS:
 Taking reservations
 Table set-up
 Napkin folding
 Skirting buffet/display tables
 Banquet set-ups
CONDITIONS:
Supplies
 Napkins
 Menu folders
 Order slips
 Wine list
 Condiments
 Toothpicks
 Table cloth/Placemats
 Salt and Pepper shakers
Tableware
 Cover/service plate
 Dinner plate
 Entrée plate
 Fish plate
 Bread plate
 Soup bowl/plate
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
68
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO3. SET UP THE TABLES IN THE DINING AREA
ASSESSMENT CRITERIA:
3.1 Tables are set according to the standards of the foodservice establishment.
3.2 In cases where the menu is prearranged or fixed, covers are set correctly according to
the predetermined menu.
3.3 Tableware and glassware are wiped and polished before they are set up on the table.
3.4 Cloth napkins are folded properly and laid on the table appropriately according to napkin
folding style.
3.5 Buffet or display tables are skirted properly taking into account symmetry, balance and
harmony in size and design.
CONTENTS:
1. Taking reservations
2. Table set-up
3. Napkin folding
4. Skirting buffet/display tables
5. Banquet set-ups
CONDITIONS: the trainee/students must be provided with the following:
Dining room/ Restaurant equipment
 Service tray stands
 Gueridon
 Cake display
 Refrigerators/Chillers
 Coffee makers/machines
 Point Of Sales (POS)
 Wine service equipment
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
69
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO4. SET THE MOOD/AMBIANCE OF THE DINING AREA
ASSESSMENT CRITERIA:
4.1 Lights are adjusted according to time of the day.
4.2 Tables, chairs and other dining room furniture are arranged to ensure comfort and
convenience of
the guests.
4.3 Appropriate music is played when applicable
4.4 Floors/carpets are cleaned and made sure are dry.
4.5 Air-condition or cooling units are adjusted for the comfort of the guests
4.6 Decorations are set-up according to theme or concept of the dining room.
CONTENTS:
 Taking reservations
 Table set-up
 Napkin folding
 Skirting buffet/display tables
 Banquet set-ups
CONDITIONS: the trainee/students must be provided with the following:
Tableware
Dinnerware/chinaware
 Cover/service plate
 Dinner plate
 Entrée plate
 Fish plate
 Bread plate
 Soup bowl/plate
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
70
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
UNIT OF COMPETENCY :
MODULE TITLE
UNIT DESCRIPTOR
NOMINAL DURATIONS
:
WELCOME GUESTS AND TAKE FOOD AND BEVERAGE
ORDERS
Welcoming guests and take Food & Beverage orders
:
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.
:
Hours
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module, the trainee/students must be able to:
LO1. Welcome and greet guests
LO2. Seat the guests
LO3. Take food and beverage orders
LO4. Liaise between kitchen and service areas
71
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO1. WELCOME AND GREET GUESTS
ASSESSMENT CRITERIA
1.1 Guests are acknowledged as soon as they arrive.
1.2 Guests are greeted with an appropriate welcome.
1.3 Details of reservations are checked based on established standard policy.
CONTENTS:
1.1 Welcoming and greeting guests procedures
1.2 Seating guests procedures
1.3 Sequence of Food Service
1.4 Basic Menu types
1.5 Order taking procedures
1.6 Principles of promotion and selling
1.7 Suggestive selling techniques
1.8 Product and service knowledge
CONDITIONS: the trainee/students must be provided with the following:
Types of menu
A la carte
Table d’hote
Carte du jour
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
72
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO2. SEAT THE GUEST
ASSESSMENT CRITERIA
2.1 Guests are escorted and seated according to table allocations
2.2 Tables are utilized according to the number of party.
2.3 Guests are seated evenly among stations to control the traffic flow of guests in the dining
room.
2.4 Cloth napkins are opened for the guests when applicable.
2.5 Water is served when applicable, according to the standards of the foodservice facility.
CONTENTS:
2.1 Welcoming and greeting guests procedures
2.2 Seating guests procedures
2.3 Sequence of Food Service
2.4 Basic Menu types
2.5 Order taking procedures
2.6 Principles of promotion and selling
2.7 Suggestive selling techniques
2.8 Product and service knowledge
CONDITIONS: the trainee/students must be provided with the following:
Ordering systems
Docket system
Checklist
Blank order slips
Touch screen POS system
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
73
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO3. TAKE FOOD AND BEVERAGE ORDERS
ASSESSMENT CRITERIA:
3.1 Guests are presented with the menu according to established standard practice.
3.2 Orders are taken completely in accordance with the establishment’s standard
procedures.
3.3 Special requests and requirements are noted accurately.
3.4 Orders are repeated back to the guests to confirm items.
3.5 Tableware and cutlery appropriate for the menu choices are provided and adjusted in
accordance with establishment procedures.
CONTENTS:
3.1 Welcoming and greeting guests procedures
3.2 Seating guests procedures
3.3 Sequence of Food Service
3.4 Basic Menu types
3.5 Order taking procedures
3.6 Principles of promotion and selling
3.7 Suggestive selling techniques
3.8 Product and service knowledge
CONDITIONS: the trainee/students must be provided with the following:
Ordering systems
Docket system
Checklist
Blank order slips
Touch screen POS system
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
74
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO4. LIAISE BETWEEN KITCHEN AND SERVICE AREAS
ASSESSMENT CRITERIA
4.1 Orders are placed and sent to the kitchen promptly.
4.2 Quality of food is checked in accordance with establishment standards
4.3 Tableware is checked for chips, marks, cleanliness, spills, and drips
4.4 Plates and/or trays are carried out safely.
4.5 Colleagues are advised promptly regarding readiness of items for service
4.6 Information about special requests, dietary or cultural requirements is relayed accurately
to kitchenwhere appropriate.
4.7 Work technology are observed according to establishment standard policy and
procedures
CONTENTS:
4.1 Welcoming and greeting guests procedures
4.2 Seating guests procedures
4.3 Sequence of Food Service
4.4 Basic Menu types
4.5 Order taking procedures
4.6 Principles of promotion and selling
4.7 Suggestive selling techniques
4.8 Product and service knowledge
CONDITIONS: the trainee/students must be provided with the following:
Work technology
POS
Electronic tablet order
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
75
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
UNIT OF COMPETENCY :
PROMOTE FOOD AND BEVERAGE PRODUCTS
MODULE TITLE
Promoting Food and Beverage Products
UNIT DESCRIPTOR
NOMINAL DURATION
:
: This unit deals with the knowledge and skills required in providing
advice to customers on food and beverage products in foodservice
enterprises.
:
SUMMARY OF LEARNING URCOMES:
LO1. Know the product
LO2. Undertake Suggestive selling
LO3. Carry out Up selling strategies
76
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO1. KNOW THE PRODUCT
ASSESSMENT CRITERIA:
1.1 Names and pronunciations of dishes in the menu are mastered.
1.2 Ingredients of dishes are memorized.
1.3 Sauces and accompaniments are known by heart.
1.4 Descriptions and of every item in the menu are studied.
1.5 Common food allergens are mastered to prevent serious health consequences.
CONTENTS:
 Menu familiarization
 Types of Menus
 Food pairing
 Beverage pairing
 Suggestive selling techniques and principles
 Upselling techniques
 Food allergens
CONDITIONS: the trainee/students must be provided with the following:
Information about the food
 Cooking method
 Serving portions
 Tastes and flavors
 Ingredients including food allergens
 Cooking time
 Side dishes
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
77
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO2. UNDERTAKEN SUGGESTIVE SELLING
2.1 Information about the food items are provided in clear explanations and
descriptions.
2.2 Items on specials or promos are offered to assist guests with food and beverage
selections.
2.3 Name of specific menu items are suggested to guests rather than just mentioning the
general categories in the menu to help them make the choice and know what they
want.
2.4 Standard food and beverage pairings are recommended.
2.5 Several choices are given to provide more options to guests
2.6 Descriptive words are used while explaining the dishes to make it more tempting and
appetizing.
2.7 Suggestive selling is carried out discreetly so as not to be too pushy or too aggressive.
CONTENTS:
 Menu familiarization
 Types of Menus
 Food pairing
 Beverage pairing
 Suggestive selling techniques and principles
 Upselling techniques
 Food allergens
CONDITIONS: the trainee/students must be provided with the following:
Items on specials or promos
 House specials
 Soup of the day
 Combo meals
 Best sellers
 Chef’s pick
 Seasonal items
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
78
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO3. CARRY OUT UPSELLING STRATEGIES
3.1
3.2
3.3
3.4
Slow moving but highly profitable items are suggested to increase guest check.
Second servings of items ordered are offered.
Food portion or size is mentioned for possible adjustments with the orders.
New items are recommended to regular guests to encourage them to try other items
in the menu.
CONTENTS:
 Menu familiarization
 Types of Menus
 Food pairing
 Beverage pairing
 Suggestive selling techniques and principles
 Upselling techniques
 Food allergens
General categories in the menu
 Meat
 Vegetable
 Dessert
 Beverage
 Entrée
 Seafood
Descriptive words
 Freshly prepared
 Delicately seasoned
 Soft and juicy
 Mouth watering
 Flavorful
 Spicy
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
79
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
UNIT OF COMPETENCY :
PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS
MODULE TITLE
:
Providing Food & Beverage Services to Guests
UNIT DESCRIPTOR
:
NOMINAL DURATIONS
:
This unit deals with the knowledge and skills required in the
provision of food and beverage service to guests in various
types of dining venues and diverse styles of service. This unit
focuses on the procedures in the delivery of food and
beverages to the guest as well as on the knowledge and skills
that underpins the efficient work performance in assisting the
dining guest during and after the meal service.
SUMMARY OF LEARNING OUTCOMES:
LO1. Serve food orders
LO2. Assist the diners
LO3. Perform banquet or catering food service
LO4. Serve Beverage Orders
LO5. Conclude food service and close down dining area
80
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO1. SERVE FOOD ORDERS
ASSESSMENT CRITERIA:
1.1 Food orders are picked up promptly from service areas.
1.2 Food orders are checked for presentation and appropriate garnish and
accompaniments.
1.3 Food orders are served to the right guests who ordered them.
1.4 Food orders are served and cleared with minimal disturbance to the other guests and
in accordance to hygienic requirements.
1.5 Food orders are served in accordance with the enterprise serving style standards.
1.6 Name of the dish or order is mentioned upon serving the guest.
1.7 Sequence of service and meal delivery is monitored in accordance with enterprise
procedures.
CONTENTS:
 Different Food service styles
 General service principles
 Sequence of service
 Handling guests with special needs
 Wine knowledge and service
 Banquet service
 Food safety principles
 Food service styles
 Carrying plates and trays
 Presenting and opening wines
 Beverage service
CONDITIONS: the trainee/students must be provided with the following:
Serving styles
 French Service (Gueridon Service)
 American Service (Plate Service)
 Russian Service (Platter Service)
 English Service/Butler Service
 Buffet Service
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
81
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO2. ASSIST THE DINERS
ASSESSMENT CRITERIA:
2.1 Additional requests or needs of the guests are anticipated
2.2 Additional food and beverage are offered and served at the appropriate times
2.3 Necessary condiments and appropriate tableware are provided based on the food order
2.4 Delays or deficiencies in service are recognized and followed up promptly based on
enterprise policy
2.5 Water, bread, and butter are replenished when required
2.6 Children and guests with special needs are treated with extra attention and care.
CONTENTS:
 Different Food service styles
 General service principles
 Sequence of service
 Handling guests with special needs
 Wine knowledge and service
 Banquet service
 Food safety principles
CONDITIONS: the trainee/students must be provided with the following:
Sequence of service
 Welcoming/Greeting of guest
 Seating the guest
 Taking beverage orders
 Presenting the menu
 Taking food orders
 Serving food orders
 Crumbling/brushing table
 Preparing and presenting the bill
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
82
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO3. PERFORM BANQUET OR CATERING FOOD SERVICE
ASSESSMENT CRITERIA
3.1 Serviceware are prepared and checked for completeness ahead of time.
3.2 Tables and chairs are set up in accordance with the event requirements.
3.3 Food is served according to general service principles.
3.4 Food is handled based on food safety procedures.
3.5 Coordinated service of meal courses is ensured.
3.6 Assigned areas are kept clean in accordance with enterprise procedures.
3.7 Tables are cleared and soiled dishes prepared to be brought for dishwashing after the
event or function,
3.8 Number of guests being served is noted and monitored.
CONTENTS:
1. Different Food service styles
2. General service principles
3. Sequence of service
4. Handling guests with special needs
5. Wine knowledge and service
6. Banquet service
7. Food safety principles
8. Food service styles
9. Carrying plates and trays
10. Presenting and opening wines
11. Beverage service
CONDITIONS: the trainee/students must be provided with the following:
Guests with special needs
 Children
 Elderly people
 Persons with Disability
 VIP guests
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
83
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO4. SERVE BEVERAGE ORDERS
ASSESSMENT CRITERIA:
4.1 Beverage orders are picked up promptly from the bar.
4.2 Beverage orders are checked for presentation and appropriate garnishes.
4.3 Beverages are served at appropriate times during meal time.
4.4 Beverages are served efficiently according to established standards of service.
4.5 Beverages are served at the right temperature.
4.6 For full bottle wine orders, wine is opened efficiently with minimal disturbance to the other
guests.
4.7 Wine service is carried out in accordance with establishment procedures.
CONTENTS:
1. Different Food service styles
2. General service principles
3. Sequence of service
4. Handling guests with special needs
5. Wine knowledge and service
6. Banquet service
7. Food safety principles
8. Food service styles
9. Carrying plates and trays
10. Presenting and opening wines
11. Beverage service
CONDITIONS: the trainee/students must be provided with the following:
Beverages
 Alcoholic beverages
 Non-Alcoholic beverages
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
84
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO5. CONCLUDE FOOD SERVICE AND CLOSE DOWN DINING AREA
ASSESSMENT CRITERIA:
5.1 Soiled dishes are removed when guests are finished with the meal.
5.2 Bills are prepared and processed accurately in coordination with the cashier.
5.3 Bills are presented when the guest asks for it.
5.4 Payment is acknowledged as soon as it is received.
5.5 Tables are cleared, reset and made ready for the next sitting when guests are finished
with the meal.
5.6 Guests are thanked and bided farewell warmly.
5.7 Electrical equipment are turned off where appropriate.
CONTENTS:
1. Different Food service styles
2. General service principles
3. Sequence of service
4. Handling guests with special needs
5. Wine knowledge and service
6. Banquet service
7. Food safety principles
8. Food service styles
9. Carrying plates and trays
10. Presenting and opening wines
11. Beverage service
CONDITIONS: the trainee/students must be provided with the following:
Wine service
 Presenting the wine.
 Opening wine
 Pouring wine
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
85
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
UNIT OF COMPETENCY :
PROVIDE ROOM SERVICE
MODULE TITLE
:
Providing room service
UNIT DESCRIPTOR
:
This unit deals with the knowledge and skills required in the
provision of food and beverage service particularly in the
guest room of a commercial accommodation establishment.
NOMINAL DURATIONS:
SUMMARY OF LEARNING OUTCOMES:
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
86
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO1. TAKE AND PROCESS ROOM SERVICE ORDERS
ASSESSMENT CRITERIA:
1.1 Telephone call is answered promptly and courteously in accordance with customer
service standards.
1.2 Guests’ name is checked and used throughout the interaction
1.3 Details of orders are clarified, repeated and checked with guests for accuracy
1.4 Suggestive selling techniques are used.
1.5 Guests are advised of approximate time of delivery
1.6 Relevant information are recorded and checked in accordance with establishment
policy and procedures
1.7 Room service orders received from doorknob dockets are interpreted accurately.
1.8 Orders are promptly transferred and relayed to appropriate location for preparation.
CONTENTS:
1.
2.
3.
4.
5.
6.
7.
8.
9.
Took room service orders properly
Recorded and processed room service orders accurately
Set up a variety of room service meals according to ordered food and beverage
Presented and served room service orders
Take room service orders
Setting up trays or trolleys
Suggestive selling
Room service procedures
Suggestive selling
CONDITIONS: the trainee/students must be provided with the following:
Relevant information
 Name of the guest
 Room number
 Number of persons
 Detailed food orders
 Time the order was taken
 Time for delivery
Room service equipment and supplies
 Trays and trolleys
 Toasters
 Tableware and appointments
 Warming equipment
 Linen
 Printed materials
87
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
Set-ups for room service trays and or trolleys
 Butters
 Condiments
 Cutlery
 Glassware
 Beverages
 Linen
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
88
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO2. SET UP TRAYS AND TROLLEYS
ASSESSMENT CRITERIA:
2.1 Room service equipment and supplies are prepared in accordance with
establishment procedures.
2.2 Proper room service equipment and supplies are selected and checked for cleanliness
and condition.
2.3 Trays and trolleys are set up keeping in mind balance, safety and attractiveness.
2.4 Room service trays or trolleys are set up according to the food and beverage
ordered
2.5 Orders are checked before leaving the kitchen for delivery.
2.6 Food items are covered during transportation to the room.
2.7 Food orders are delivered on the time desired by the guest.
CONTENTS:
1. Took room service orders properly
2. Recorded and processed room service orders accurately
3. Set up a variety of room service meals according to ordered food and beverage
4. Presented and served room service orders
5. Take room service orders
6. Setting up trays or trolleys
7. Suggestive selling
8. Room service procedures
9. Suggestive selling
CONDITIONS: the trainee/students must be provided with the following:
Relevant information
 Name of the guest
 Room number
 Number of persons
 Detailed food orders
 Time the order was taken
 Time for delivery
Room service equipment and supplies
 Trays and trolleys
 Toasters
 Tableware and appointments
 Warming equipment
 Linen
 Printed materials
Set-ups for room service trays and or trolleys
 Butters
89
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013





Condiments
Cutlery
Glassware
Beverages
Linen
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
90
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO3. PRESENT AND SERVE FOOD AND BEVERAGE ORDERS TO GUESTS
ASSESSMENT CRITERIA:
3.1 The guest’s name is verified on the bill before announcing the staff’s presence outside
the door.
3.2 Guests are greeted politely in accordance with the with establishment’s service
procedures.
3.3 Guests are asked where they want the tray or trolley positioned.
3.4 Service is fast and discrete
CONTENTS:
1.
2.
3.
4.
5.
6.
7.
8.
9.
Took room service orders properly
Recorded and processed room service orders accurately
Set up a variety of room service meals according to ordered food and beverage
Presented and served room service orders
Take room service orders
Setting up trays or trolleys
Suggestive selling
Room service procedures
Suggestive selling
CONDITIONS: the trainee/students must be provided with the following:
Relevant information
 Name of the guest
 Room number
 Number of persons
 Detailed food orders
 Time the order was taken
 Time for delivery
Room service equipment and supplies
 Trays and trolleys
 Toasters
 Tableware and appointments
 Warming equipment
 Linen
 Printed materials
Set-ups for room service trays and or trolleys
 Butters
 Condiments
91
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013




Cutlery
Glassware
Beverages
Linen
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
92
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO4. PRESENT ROOM SERVICE ACCOUNT
ASSESSMENT CRITERIA:
4.1 Guests’ accounts are checked for accuracy and presented in accordance with
establishment procedures
4.2 Cash payments are acknowledged and then presented to the cashier for processing in
accordance with establishment guidelines
4.3 For charge accounts, guests are asked to sign the bills.
CONTENTS:
1.
2.
3.
4.
5.
6.
7.
8.
9.
Took room service orders properly
Recorded and processed room service orders accurately
Set up a variety of room service meals according to ordered food and beverage
Presented and served room service orders
Take room service orders
Setting up trays or trolleys
Suggestive selling
Room service procedures
Suggestive selling
CONDITIONS: the trainee/students must be provided with the following:
 Relevant information
 Name of the guest
 Room number
 Number of persons
 Detailed food orders
 Time the order was taken
 Time for delivery
Room service equipment and supplies
 Trays and trolleys
 Toasters
 Tableware and appointments
 Warming equipment
 Linen
 Printed materials
Set-ups for room service trays and or trolleys
 Butters
 Condiments
 Cutlery
 Glassware
93
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
 Beverages
 Linen
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
94
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO5. CLEAR AWAY ROOM SERVICE EQUIPMENT
ASSESSMENT CRITERIA:
5.1 Procedure to take away the tray or trolley when the guests have finished their meal is
explained.
5.2 Floors are checked and cleared in accordance with establishment policy and guidelines.
5.3 Dirty trays are cleared in accordance with the establishment’s procedure.
5.4 Trays and trolleys are cleaned and returned to the room service area.
CONTENTS:
1.
2.
3.
4.
5.
6.
7.
8.
9.
Took room service orders properly
Recorded and processed room service orders accurately
Set up a variety of room service meals according to ordered food and beverage
Presented and served room service orders
Take room service orders
Setting up trays or trolleys
Suggestive selling
Room service procedures
Suggestive selling
CONDITIONS: the trainee/students must be provided with the following:
 Relevant information
 Name of the guest
 Room number
 Number of persons
 Detailed food orders
 Time the order was taken
 Time for delivery
Room service equipment and supplies
 Trays and trolleys
 Toasters
 Tableware and appointments
 Warming equipment
 Linen
 Printed materials
Set-ups for room service trays and or trolleys
 Butters
 Condiments
 Cutlery
 Glassware
95
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
 Beverages
 Linen
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
96
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
UNIT OF COMPETENCY :
RECEIVE AND HANDLE GUEST CONCERNS
MODULE TITLE
:
Receiving and Handle guest concerns
UNIT DESCRIPTOR
:
This unit deals with the knowledge and skills required in
receiving and handling guest complaints.
NOMINAL DURATIONS:
SUMMARY OR LEARNING OUTCOMES:
LO1. Listen to the complaint
LO2. Apologize to the guest
LO3. Take proper action on the complaint
LO4. Record complaint
97
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO1. LISTEN TO THE COMPLAINT
ASSESSMENT CRITERIA:
1.1 The entire story or issue of concern is obtained from the guest without interruption.
1.2 Details of the guest complaint or concern are noted.
1.3 Full attention is given to the complaining guest.
1.4 Guest complaint is paraphrased to determine if the concern is correctly understood.
CONTENTS:
1. Listened and obtained the entire story or complaint
2. Paraphrased the guest complaint
3. Showed empathy towards complaining guest
4. Took action on the guest complaint
5. Recorded complaint
6. General service principles/Standards of service
7. Sequence of service
8. Handling guests with special needs
9. Dealing with difficult customer/clients
CONDITIONS: the trainee/students must be provided with the following:
Guest complaint
 Undelivered promise
 Poor condition of property
 Dirty property
 Poor service
 Unfriendly personnel
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
98
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO2. APOLOGIZE TO THE GUEST
ASSESSMENT CRITERIA:
2.1 Sincere apology is offered for the disservice.
2.2 Empathy is shown to the guest to show genuine concern and consideration.
2.3 Excuses or blaming others are avoided.
2.4 Gratitude is expressed to the guest for bringing the matter up for attention.
CONTENTS:
1. Listened and obtained the entire story or complaint
2. Paraphrased the guest complaint
3. Showed empathy towards complaining guest
4. Took action on the guest complaint
5. Recorded complaint
6. General service principles/Standards of service
7. Sequence of service
8. Handling guests with special needs
9. Dealing with difficult customer/clients
CONDITIONS: the trainee/students must be provided with the following:
Empathy
 Agree truthfully to minor points
 Express sincere regret
 Thank the guest for bringing up the matter
 Do not take offense when guest complains
 Approach with friendly spirit
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
99
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO3. TAKE PROPER ACTION ON THE COMPLAINT
ASSESSMENT CRITERIA:
3.1 Appropriate action is taken regarding guest’s concerns
3.2 The right person or department who can solve the problem is informed for proper action.
3.3 Difficult situations or serious concerns are elevated or referred to higher authority.
3.4 Follow up on the problem to check whether it solved or not.
CONTENTS:
1. Listened and obtained the entire story or complaint
2. Paraphrased the guest complaint
3. Showed empathy towards complaining guest
4. Took action on the guest complaint
5. Recorded complaint
6. General service principles/Standards of service
7. Sequence of service
8. Handling guests with special needs
9. Dealing with difficult customer/clients
CONDITIONS: the trainee/students must be provided with the following:
Appropriate actions
 Product replacements
 Correction
 Addition
 Proper endorsement
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
100
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013
LO4. RECORD COMPLAINT
ASSESSMENT CRITERIA:
4.1 Complaints are documented according to the establishment standard procedures.
4.2 Persons concerned are recognized and actions taken are recorded.
4.3 Feedback received from guests is logged and collated.
CONTENTS:
1. Listened and obtained the entire story or complaint
2. Paraphrased the guest complaint
3. Showed empathy towards complaining guest
4. Took action on the guest complaint
5. Recorded complaint
6. General service principles/Standards of service
7. Sequence of service
8. Handling guests with special needs
9. Dealing with difficult customer/clients
CONDITIONS: the trainee/students must be provided with the following:
Appropriate actions
 Product replacements
 Correction
 Addition
 Proper endorsement
METHODOLOGIES
 Modular (self-pace learning)
 Electronic learning
 Industry immersion
 Demonstration
 Film-viewing
ASSESSMENT METHODS
 Interview (oral/questionnaire)
 Observation
 Demonstration of practical skills
101
CBC – Food & Beverage Services NCII (Amended)
Promulgated December 2013