SESSION PLAN
Sector
:
TOURISM SECTOR (HOTEL AND RESTAURANT)
Qualification Title
:
FOOD AND 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
Learning Outcomes:
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
A. INTRODUCTION
This unit covers the knowledge and skills required in the preparation of the dining room /restaurant area before the
start of the service operations. It involves opening duties or the dining room mise-en-place prior to service. This unit
includes the knowledge and skills in taking reservations, preparing service stations, table-setting, and setting the
ambiance of the food service facility.
B. LEARNING ACTIVITIES
LO 1: Take table reservations
Learning
Methods
Content
1.1 Inquiries
are answered
promptly, clearly
and accurately.
Reservations data
are recorded on
forms accurately
●
Lecture,
discussion
●
Powerpoint
presentation
Demonstra
●
tion
Presentation
Practice
Powerp ●
oint
sheet
presentation
with
Informa
●
tion sheet
●
Task
1.1
Feedback
●
Perfor
mance sheet
Resources
●
1.1
Task sheet
Time
1.5
hours
Commented [3]: please complete the resources needed,
example powerpoint, video presentation etc.
Commented [4R3]: cge po maam, tapusin ko din po muna
cookery po. tapos tska update at gagawa power point
Commented [1]: please indicate the task sheet no and title
of the task sheet
Commented [2R1]: yes po maam tina
based on
establishment’s
standards.
Details of the
reservations are
repeated back
and confirmed
with the party
making the
reservation.
Additional
information about
the food service
establishment is
provided when
necessary.
LO 2:
Prepare service stations and equipment
●
Discussio ●
PowerPoi
n
nt presentation
●
lecture
2.1 - Service or
waiter’s stations
are stocked with
supplies
necessary for
service.
●
Cleanliness
and condition of
all tables,
tableware and
dining room
equipment are
checked.
.
●
Task
sheet
Performance
sheet
●
Task
sheet
●
ard
●
Discussion
Power point
presentation
Self-check
Whitebo
Marker
2 hours
✔
LO 3: Set up the tables in the dining
✔
Tables are
●
Lecture,
set according to
discussion
●
the standards of
Powerpoi
the food service
nt presentation
✔
●
Table
Demonst
napkin folding
ration
style
✔
Table
skirting design
area
PowerPo
int
presentation
with
●
Informat
ion sheet 1.3
●
●
Selfcheck
●
Answer
key 1.1
●
Perform
ance criteria
●
check
●
●
ard
●
LO 4: Set the mood/ambiance of the dining area
1.2 Lights are
adjusted
according to time
of the day.
1.3 Tables,
chairs and other
dining room
furniture are
arranged to
ensure comfort
and convenience
of the guests.
1.4 Appropriate
music is played
when applicable
●
n
discussio
●
●
●
Perform
ance criteria
●
Selfform
PC
Whitebo
Marker
4hr.
1.5 Floors/carpe
ts are cleaned and
made sure are
dry.
1.6 Air-condition
or cooling units
are adjusted for
the comfort of the
guests
1.7 Decorations
are set-up
according to
theme or concept
of the dining
room.
C. ASSESSMENT PLAN
●
Written Test
●
Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION
SESSION PLAN
Sector
: TOURISM SECTOR (HOTEL AND RESTAURANT)
Qualification Title
: FOOD AND BEVERAGE SERVICES NC II
Unit of Competency
: WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
Module Title
: WELCOMING GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
Learning Outcomes:
LO1. Welcome and greet guests
LO2. Seat the guests
LO3. Take food and beverage orders
LO4. Liaise between kitchen and service areas
A. INTRODUCTION
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.
B. LEARNING ACTIVITIES
LO 1: Welcome and greet guests
Learning
Methods
Content
Presentation
Practice
Feedback
Resources
Time
1.1 - Guests are
acknowledged as
soon
as
they
arrive.
1.2 Guests are
greeted with an
appropriate
welcome.
Details of
reservations are
checked based on
established
standard policy
●
Lecture,
discussion
●
Power
point
presentation
●
Demonstra
tion
Power
point
presentation
with
●
Informa
tion sheet
●
●
●
●
LO 2:
Seat the guests
✔
- Guests are
●
Powerpoi
escorted and
nt presentation
seated according
●
Demonst
to table
rate
allocations
✔
Tables are
utilized according
to the number of
party.
✔
Guests are
seated evenly
among stations to
control the traffic
flow of guests in
the dining room.
PowerPoi
nt presentation
with
●
●
●
Selfcheck form
●
PC
●
Whitebo
ard
●
Marker
✔
Cloth
napkins are
opened for the
guests when
applicable.
✔
Water is
served when
applicable,
according to the
standards of the
foodservice
facility.
✔
LO 3: Take food and beverage orders
✔
- Guests are ●
Lecture,
presented with the discussion
menu according to ●
Powerpoi
established
nt presentation
standard practice. ●
Demonst
✔
Orders are
ration
taken completely
in accordance
with the
establishment’s
standard
procedures.
✔
Special
requests
and
requirements
are
noted accurately.
PowerPo
int
presentation
with
●
Informat
ion sheet 1.1
Leading
Workplace page
●
11-12
●
Selfcheck 1.1
●
Answer
key 1.1
●
Task
Sheet 1.1
●
Perform
ance criteria
1.1
●
check
●
●
ard
●
Selfform
PC
Whitebo
Marker
1 hr.
✔
Orders
are
repeated back
to
the
guests
to
confirm items.
✔
Tableware
and
cutlery
appropriate for the
menu choices are
provided
and
adjusted
in
accordance
with
establishment
procedures.
LO 4: Liaise between kitchen and service areas
●
✔
Orders are
placed and sent to
the kitchen
promptly.
✔
Quality of
food is checked in
accordance with
establishment
standards
✔
Tableware is
checked for chips,
marks,
cleanliness, spills,
and drips
✔
Plates
and/or trays are
carried out safely.
●
●
●
●
✔
Colleagues
are advised
promptly
regarding
readiness of items
for service
✔
Information
about special
requests, dietary
or cultural
requirements is
relayed accurately
to kitchen where
appropriate.
Work technology
are observed
according to
establishment
standard policy
and procedures
C. ASSESSMENT PLAN
●
Written Test
●
Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION
SESSION PLAN
Sector
: TOURISM SECTOR (HOTEL AND RESTAURANT)
Qualification Title
: FOOD AND BEVERAGE SERVICES NC II
Unit of Competency
: PROMOTE FOOD AND BEVERAGE PRODUCTS
Module Title
: PROMOTING FOOD AND BEVERAGE PRODUCTS
Learning Outcomes:
LO1. Know the product
LO2. Undertake Suggestive selling
LO3. Carry out Upselling strategies
A. INTRODUCTION
This unit deals with the knowledge and skills required in providing advice to customers on food and beverage
products in foodservice enterprises
B. LEARNING ACTIVITIES
LO 1: Know the product
Learning
Methods
Content
✔
Names and
pronunciations of
dishes in the
menu are
mastered.
✔
Ingredients
of
dishes are
memorized.
✔
Sauces and
accompaniments
are known by
heart.
✔
Description
s of every item in
the
menu
are
studied.
✔
Common
food allergens are
mastered to
prevent serious
●
Lecture,
discussion
●
Power
point
presentation
●
Demonstra
tion
Presentation
Power
●
point
presentation
with
Informa
●
tion sheet
●
Practice
Feedback
●
Resources
●
Time
health
consequences.
LO 2:
Undertake Suggestive selling
●
PowerPoi ●
PowerPoi
✔
Information
nt presentation nt presentation
about the food
●
Demonst with
items are provided
rate
in clear
explanations and
descriptions.
✔
Items on
specials or
promos are
offered to assist
guests with food
and beverage
selections.
✔
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.
●
●
Selfcheck form
●
PC
●
Whitebo
ard
●
Marker
✔
Standard
food and
beverage
pairings are
recommended.
✔
Several
choices are given
to provide more
options to guests
✔
Descriptive
words are used
while
explaining
the dishes to make
it more tempting
and appetizing.
✔
Suggestive
selling is carried
out discreetly so as
not to be too pushy
or too aggressive.
LO 3: Carry out Upselling strategies
●
✔
Slow moving
Lecture,
but highly
discussion
profitable items
●
Power
are
point
suggested to
presentation
●
increase guest
Demonst
check.
ration
●
✔
Second
servings of items
11-12
PowerPo
int
presentation
with
Informat
●
ion sheet 1.1
Leading
Workplace page
●
Selfcheck 1.1
●
Answer
key 1.1
●
Task
Sheet 1.1
●
Perform
ance criteria
1.1
●
check
●
●
ard
●
Selfform
PC
Whitebo
Marker
1 hr.
ordered
offered.
are
✔
Food portion
orsizeis
mentioned for
possible
adjustments with
the orders.
✔
New items
are recommended
to regular guests
to encourage them
to try other items
in the menu.
C. ASSESSMENT PLAN
●
Written Test
●
Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION
SESSION PLAN
Sector
: TOURISM SECTOR (HOTEL AND RESTAURANT)
Qualification Title
: FOOD AND BEVERAGE SERVICES NC II
Unit of Competency
: PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS
Module Title
: PROVIDING FOOD AND BEVERAGE SERVICES TO GUESTS
Learning Outcomes:
LO1. Serve food orders
LO2.
Assist the diners
LO3. Perform banquet or catering food service
LO4. Serve Beverage Orders
LO5. Process payments and receipts
LO6. Conclude food service and close down dining area
LO7. Manage intoxicated persons
A. INTRODUCTION
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.
B. LEARNING ACTIVITIES
LO 1: Serve food orders
Learning
Content
✔
Food orders
are picked up
promptly from
service areas.
✔
Methods
●
Lecture,
discussion
●
Power
point
presentation
Food orders
presentation and
appropriate
garnish and
accompaniments.
✔
Food orders
are served to the
guests who
ordered them.
✔
Food orders
are served and
cleared with
minimal
disturbance to
the other guests
and in
accordance to
hygienic
requirements.
✔
Food orders
are served in
●
Presentation
Power
●
point
presentation
with
Informa
●
●
Practice
Feedback
●
tion Demonstra tion sheetarecheckedfor
Resources
●
Time
accordance with
the enterprise
serving style
standards.
✔
Name of
the dish or order
is mentioned
upon serving the
guest.
✔
Sequence
of service and
meal delivery is
monitored in
accordance with
enterprise
procedures
LO 2:
Assist the diners
●
Powerpoi
nt presentation
✔
Additional
●
Demonst
requests or needs
rate
of the guests are
anticipated
✔
Additional
food and beverage
are offered and
served at the
appropriate times.
✔
Necessary
condiments and
appropriate
tableware are
PowerPoi
nt presentation
with
●
●
●
Selfcheck form
●
PC
●
Whitebo
ard
●
Marker
provided based on
the food order.
✔
Delays or
deficiencies in
service are
recognized and
followed up
promptly based on
enterprise policy.
✔
The “3minute check” is
conducted to
check guest ‘s
satisfaction.
✔
Children
and guests with
special needs are
treated with extra
attention and
care.
LO 3: Serve Beverage Orders
✔
Service
ware ●
Lecture,
are prepared and discussion
checked
for ●
Powerpoi
completeness
nt presentation
ahead of time.
Demonst
●
✔
Tables and ration
chairs are set up
in accordance
with the event
requirements.
PowerPo
int
presentation
with
Informat
●
ion sheet 1.1
Leading
Workplace page
●
11-12
●
Selfcheck 1.1
●
Answer
key 1.1
Task
●
Sheet 1.1
Perform
●
ance criteria
1.1
●
check
●
●
ard
●
Selfform
PC
Whitebo
Marker
1 hr.
✔
Food is
served according
to general service
principles.
✔
Food is
handled based on
food safety
procedures.
✔
Coordinated
service of meal
courses is
ensured.
✔
Assigned
areas are kept
clean in
accordance with
enterprise
procedures.
✔
Tables are
cleared and soiled
dishes prepared to
be brought for
dishwashing after
the event or
function,
✔
Number of
guests being
served is noted
and monitored.
✔
LO 4: Serve Beverage Orders
✔
Beverage
orders are picked
up promptly from
the bar.
✔
Beverage
orders are
checked for
presentation and
appropriate
garnishes.
✔
Beverages
are served at
appropriate times
during meal.
✔
Beverages
are served
efficiently
according to
established
standards of
service.
✔
Beverages
are served at the
right
temperatureFor
full bottle wine
orders, wine is
opened efficiently
with minimal
disturbance to the
other guests.
✔
Wine service
is carried out in
●
●
●
●
●
accordance with
establishment
procedures.
✔
Coffee
and/or tea service
is carried out in
accordance with
establishment
procedure.
LO5. Process payments and receipts
✔
Bills are
prepare and
processed
accurately in
coordination with
cashier.
✔
Amount due
is verified with
customer.
✔
Cash and
non-cash
paymentsare
acceptedand
receipts are
issued.
✔
Change are
given as required.
✔
Required
documentation is
completed in
●
●
●
●
●
accordance with
enterprise policy.
LO6. Conclude food service and close down dining area
✔
Soiled dishes ●
are removed when
guests are finished
with the meal.
✔
Food scraps
are handled in
accordance with
hygiene regulations
and enterprise
procedures.
✔
Equipment are
cleaned and stored
in accordance with
hygiene regulations
and enterprise
procedures.
✔
Tables are
cleared, reset and
made ready for the
next sitting when
guests are finished
with the meal.
✔
Guests are
thanked and given
a warm farewell.
●
●
●
●
✔
Electrical
equipment are
turned off where
appropriate.
LO7 Manage intoxicated persons
✔
Levels of
intoxication of
customers are
determined
✔
Difficult
situations are
referred to an
appropriate person
✔
Appropriate
procedures are
applied to the
situation and in
accordance with
enterprise policy
✔
Legislative
requirements are
applied
●
●
C. ASSESSMENT PLAN
●
Written Test
●
Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION
●
●
●
SESSION PLAN
Sector
: TOURISM SECTOR (HOTEL AND RESTAURANT)
Qualification Title
: FOOD AND BEVERAGE SERVICES NC II
Unit of Competency
: PROVIDE ROOM SERVICE
Module Title
: PROVIDING ROOM SERVICE
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
A. INTRODUCTION
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.
B. LEARNING ACTIVITIES
LO 1: Take and process room service orders
Learning
Methods
Presentation
Content
✔
Telephone
call is answered
promptly and
courteously in
accordance with
customer
service
standards.
✔
Guests’
name is checked
and used
throughout the
interaction
✔
Details of
orders are
●
Lecture,
discussion
●
Power
point
presentation
●
Demonstra
tion
Power
●
point
presentation
with
Informa
●
tion sheet
●
Practice
Feedback
●
Resources
●
Time
clarified,
repeated and
checked with
guests for
accuracy
✔
Suggestiv
e selling
techniques are
used.
✔
Guests
are advised of
approximate
time of delivery
✔
Relevant
information are
recorded and
checked in
accordance with
establishment
policy and
procedures
✔
Room
service orders
received from
doorknob
dockets are
interpreted
accurately.
✔
Orders are
promptly
transferred and
relayed to
appropriate
location for
preparation.
LO 2:
Set up trays and trolleys
✔
Room
●
Powerpoi
service
nt presentation
equipment and
●
Demonst
supplies are
rate
prepared in
accordance with
establishment
procedures.
✔
Proper
room service
equipment and
supplies are
selected and
checked for
cleanliness and
condition.
✔
Trays and
trolleys are set
up keeping in
mind balance,
safety and
attractiveness.
✔
Room
service trays
or trolleys are
set up
according to the
PowerPoi ●
nt presentation
with
●
●
check
●
●
ard
●
Selfform
PC
Whitebo
Marker
food and
beverage
ordered
✔
Orders
are checked
before leaving
the kitchen for
delivery.
✔
Food items
are covered during
transportation to
the room.
✔
LO 3: Present and serve food and beverage orders to guests
●
●
✔
The guest’s
Lecture,
PowerPo ●
Selfname is verified
discussion
int
check 1.1
on the bill before
●
Powerpoi presentation
announcing the
nt presentation with
staff’s presence
●
Demonst ●
Informat ●
Task
outside the door.
ration
ion sheet 1.1
Sheet 1.1
✔
Guests are
Leading
Workplace page
greeted politely in
11-12
accordance with
the with
establishment’s
service
procedures.
✔
Guests are
asked where they
want the tray or
trolley positioned.
●
Answer
key 1.1
●
Perform
ance criteria
1.1
●
check
●
●
ard
●
Selfform
PC
Whitebo
Marker
1 hr.
✔
Food orders
are delivered on
the time desired
by the guest.
LO 4: Present room service account
✔
Guests’
accounts are
checked for
accuracy and
presented in
accordance with
establishment
procedures
✔
Cash
payments are
acknowledged and
then presented to
the cashier for
processing in
accordance with
establishment
guidelines
✔
For charge
accounts, guests
are asked to sign
the bills
●
●
●
●
●
●
●
●
LO5. Clear away room service equipment
✔
Procedure to
take away the tray
or trolley when the
●
●
guests have
finished their meal
is explained.
✔
Floors are
checked and
cleared in
accordance with
establishment
policy and
guidelines.
✔
Dirty trays
are cleared in
accordance with
the
establishment’s
procedure.
✔
Trays and
trolleys are
cleaned and
returned to the
room service area.
C. ASSESSMENT PLAN
●
Written Test
Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION
SESSION PLAN
Sector
: TOURISM SECTOR (HOTEL AND RESTAURANT)
Qualification Title
: FOOD AND BEVERAGE SERVICES NC II
Unit of Competency
: RECEIVE AND HANDLE GUEST CONCERNS
Module Title
: RECEIVING AND HANDLING GUEST CONCERNS
Learning Outcomes:
LO1. Listen to the complaint
LO2.
Apologize to the guest
LO3. Take proper action on the complaint
LO4. Record complaint
A. INTRODUCTION
This unit deals with the knowledge and skills required in receiving and handling guest complaints.
B. LEARNING ACTIVITIES
LO 1: Listen to the complaint
Learning
Methods
Content
✔
The entire
story or issue of
concern is
obtained from
the guest
without
interruption.
✔
Details of
the guest
complaint or
concern are
noted.
✔
Full
attention is
given to the
complaining
guest.
✔
Guest
complaint is
paraphrased to
determine if the
●
Lecture,
discussion
●
Power
point
presentation
●
Demonstra
tion
Presentation
Power
●
point
presentation
with
Informa
●
tion sheet
●
Practice
Feedback
●
Resources
●
Time
concern is
correctly
understood.
LO 2:
Apologize to the guest
●
✔
Sincere
Powerpoi
apology is offered
nt presentation
for the disservice.
●
Demonst
✔
Empathy is
rate
shown to the
guest to show
genuine concern
and consideration
✔
Excuses or
blaming others are
avoided.
✔
Gratitude is
expressed to the
guest for bringing
the matter up for
attention.
PowerPoi
nt presentation
with
●
LO 3: Take proper action on the complaint
Appropriate
●
✔
●
Lecture,
PowerPo
action is taken
discussion
int
regarding guest’s
●
Powerpoi presentation
concerns.
nt presentation with
✔
The right
●
Demonst ●
Informat
person or department
ration
ion sheet 1.1
who can solve the
problem is informed
Leading
for proper action.
●
●
Selfcheck 1.1
●
Answer
key 1.1
●
Task
Sheet 1.1
●
Perform
ance criteria
1.1
●
check
●
●
ard
●
Selfform
PC
Whitebo
●
check
●
●
ard
●
Selfform
PC
Whitebo
Marker
Marker
1 hr.
✔
Difficult
situations or
serious concerns
are elevated or
referred to higher
authority.
Problem is
✔
followed-up to
check whether it
solved or not
Workplace page
11-12
.
LO 4 Record complaint
✔
Complaints
are documented
according to the
establishment
standard
procedures.
✔
Persons
concerned are
recognized and
actions taken are
recorded.
✔
Feedback
received from
guests is logged
and collated
●
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C. ASSESSMENT PLAN
●
Written Test
●
Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION
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●
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