PORTFOLIO
Sector
:
Qualification Title:
Tourism
Food and Beverages NCII
Unit of Competency:
Provide Room Service
Module Title:
Providing Room Service
La Fortuna College
Daan Sarile, Cabanatuan City
Plan
Training
Session
Curriculum Based
Learning Materials
for
Food and Beverages
NC II
Date Developed:
Date Revised:
Developed by:
Michelle A. Cortez
Document No.
Issued by:
Page
100
Revision
1
of
Sample Data Gathering Instrument for Trainee’s
Characteristics
Please answer the following instrument according to the
characteristics described below. Encircle the letter of your choice that best
describes you as a learner. Blank spaces are provided for some data that
need your response.
Characteristics of learners
Language, literacy
and numeracy
(LL&N)
Cultural and
language
background
Average grade in:
Average grade in:
English
Math
a. 95 and above
a. 95 and above
b. 90 to 94
b. 90 to 94
c. 85 to 89
c. 85 to 89
d. 80 to 84
d. 80 to 84
a. 75 to 79
e. 75 to 79
Ethnicity/culture:
a. Ilocano
b. Tagalog
c. Igurot
d. Gaddang
e. Muslim
f. Ibaloy
g. Others( please specify)_____________
Education &
general
knowledge
Highest Educational Attainment:
a. High School Level
b. High School Graduate
c. College Level
d. College Graduate
e. with units in Master’s degree
f. Masteral Graduate
g. With units in Doctoral Level
h. Doctoral Graduate
Sex
a. Male
b. Female
Curriculum Based
Learning Materials
for
Food and Beverages
NC II
Date Developed:
Date Revised:
Developed by:
Michelle A. Cortez
Document No.
Issued by:
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Revision
Characteristics of learners
Age
Your age: __21___
Physical ability
Previous
experience with
the topic
Previous
learning
experience
Training Level
completed
Special courses
Learning styles
1. Disabilities(if any)_____________________
2. Existing Health Conditions (Existing illness
if any)
a. None
b. Asthma
c. Heart disease
d. Anemia
e. Hypertension
f. Diabetes
g. Others(please specify) ___________________
Training Certificates
a. Housekeeping NCII
b. Bread and Pastry NCII
c. Cookery NC II
Number of years as a competency trainer ______
List down trainings related to Food and
Beverages Services NC
___________________________
___________________________
___________________________
National Certificates acquired and NC level
___________________________
___________________________
Other courses related to NC
a. Units in education
b. Master’s degree units in education
c. Others(please specify)
_________________________
a. Visual - The visual learner takes mental
pictures of information given, so in order for
this kind of learner to retain information,
oral or written, presentations of new
information must contain diagrams and
drawings, preferably in color. The visual
learner can't concentrate with a lot of activity
around him and will focus better and learn
faster in a quiet study environment.
b. Kinesthetic - described as the students in
the classroom, who have problems sitting
still and who often bounce their legs while
Curriculum Based
Learning Materials
for
Food and Beverages
NC II
Date Developed:
Date Revised:
Developed by:
Michelle A. Cortez
Document No.
Issued by:
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Revision
Characteristics of learners
tapping their fingers on the desks. They are
often referred to as hyperactive students
with concentration issues.
c. Auditory- a learner who has the ability to
remember speeches and lectures in detail
but has a hard time with written text. Having
to read long texts is pointless and will not be
retained by the auditory learner unless it is
read aloud.
d. Activist - Learns by having a go
e. Reflector - Learns most from activities where
they can watch, listen and then review what
has happened.
f. Theorist - Learns most when ideas are linked
to existing theories and concepts.
g. Pragmatist - Learns most from learning
activities that are directly relevant to their
situation.
Other needs
a.
b.
c.
d.
Financially challenged
Working student
Solo parent
Others(please specify)
___________________________
Curriculum Based
Learning Materials
for
Food and Beverages
NC II
Date Developed:
Date Revised:
Developed by:
Michelle A. Cortez
Document No.
Issued by:
Page 4 of 99
Revision
FORM 1.1 SELF-ASSESSMENT CHECK
INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary
data or information which is essential in planning training
sessions. Please check the appropriate box of your answer
to the questions below.
BASIC COMPETENCIES
CAN I…?
1.
YES NO
PARTICIPATE IN WORKPLACE COMMUNICATION
1.1. Obtain and convey workplace information
1.2. Participate in workplace meetings and discussions
1.3. Complete relevant work related documents
2.
WORK IN TEAM ENVIRONMENT
2.1. Describe team role and scope
2.2. Identify own role and responsibility within team
2.3. Work as a team member
3.






PRACTICE CAREER PROFESSIONALISM
3.1.Integrate personal objectives with organizational goals
3.2. Set and meet work priorities
3.3. Maintain professional growth and development
4.



PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES




4.1. Identify hazards and risks
4.2. Evaluate hazards and risks
4.3. Control hazards and risks
4.4. Maintain OHS awareness
COMMON COMPETENCIES
1. DEVELOP AND UPDATE INDUSTRY KNOWLEDGE


1.1. Seek information on the industry
1.2. Update industry knowledge
Curriculum Based
Learning Materials
for
Food and Beverages
NC II
Date Developed:
Date Revised:
Developed by:
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Document No.
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Revision
BASIC COMPETENCIES
CAN I…?
YES NO
2. OBSERVE WORKPLACE HYGIENE PROCEDURES


2.1. Follow hygiene procedures
2.2. Identify and prevent hygiene risks
3. PERFORM COMPUTER OPERATIONS
3.1 Plan and prepare for task to be undertaken.
3.2.Input data into computer
3.3.Access information using computer
3.4.Produce/output data using computer system
3.5.Maintain computer equipment and systems





4.PERFORM WORKPLACE AND SAFETY PRACTICES
4.1.Follow workplace procedures for health, safety and
security practices

4.2.Deal with emergency situations


4.3.Maintain safe personal presentation standards
5.PROVIDE EFFECTIVE CUSTOMER SERVICE
5.1. Greet customer
5.2. Identify customer needs
5.3.Deliver service to customer
5.4. Handle queries through telephone, fax machine,
internet and email





5.5.Handle complaints, evaluation and
recommendations
CORE COMPETENCIES
1. PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE
Curriculum Based
Learning Materials
for
Food and Beverages
NC II
Date Developed:
Date Revised:
Developed by:
Michelle A. Cortez
Document No.
Issued by:
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Revision
1.1 Take table reservations
1.2 Prepare service stations and equipment
1.3 Set-up the tables in the dining area
1.4. Set the mood/ambiance of the dining area




2. WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
2.1.
Welcome and greet guests

2.2.
Seat the guests

2.3.
Take food and beverage orders

2.4.
Liaise between kitchen and service areas

3.PROMOTE FOOD AND BEVERAGE PRODUCTS
3.1 .Know the product

3.2 Undertake Suggestive selling

3.3. Carry out Upselling strategies

4.PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS
4.1. Serve food orders

4.2. Assist the diners

4.3. Perform banquet or catering food service

4.4. Serve Beverage Orders

4.5. Conclude food service and close down dining area

5.PROVIDE ROOM SERVICE
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. RECEIVE AND HANDLE GUEST CONCERNS

6.1. Listen to the complaint
Curriculum Based
Learning Materials
for
Food and Beverages
NC II
Date Developed:
Date Revised:
Developed by:
Michelle A. Cortez
Document No.
Issued by:
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Revision
6.2. Apologize to the guest

6.3. Take proper action on the complaint

6.4. Record complaint

Note: In making the Self-Check for your Qualification, all required competencies
should be specified. It is therefore required of a Trainer to be well- versed
of the CBC or TR of the program qualification he is teaching.
Curriculum Based
Learning Materials
for
Food and Beverages
NC II
Date Developed:
Date Revised:
Developed by:
Michelle A. Cortez
Document No.
Issued by:
Page 8 of 99
Revision
Evidences/Proof of Current Competencies
Form 1.2:
Evidence of Current Competencies acquired related to
Job/Occupation
Current competencies
Means of
validating
Proof/Evidence
CORE COMPETENCIES
1. PREPARE THE DINING
ROOM/RESTAURANT AREA FOR
SERVICE
Certificate of
Evaluate the
employment with authenticity and
job description.
validity of
documents.
2. WELCOME GUESTS AND TAKE
FOOD AND BEVERAGE ORDERS
Certificate of
Evaluate the
employment with authenticity and
job description.
validity of
documents.
3.PROMOTE FOOD AND
BEVERAGE PRODUCTS
Demonstration
Evaluate
performance using
performance
criteria checklist.
4.PROVIDE FOOD AND
BEVERAGE SERVICES TO
GUESTS
Demonstration
Evaluate
performance using
performance
criteria checklist.
5.PROVIDE ROOM SERVICE
Certificate of
training
Evaluate the
authenticity and
validity of
documents.
6. RECEIVE AND HANDLE GUEST
CONCERNS
Demonstration
Evaluate
performance using
performance
criteria checklist.
Curriculum Based
Learning Materials
for
Food and Beverages
NC II
Date Developed:
Date Revised:
Developed by:
Michelle A. Cortez
Document No.
Issued by:
Page 9 of 99
Revision
Identifying Training Gaps
From the accomplished Self-Assessment Check (Form 1.1) and the
evidences of current competencies (Form 1.2), the Trainer will be able to
identify what the training needs of the prospective trainee are.
Form
1.3
Summary of Current
Competencies (Sample)
Required Units of
Competency/Learning
Outcomes based on CBC
Competencies
Current
Competencies
Versus
Required
Training
Gaps/Requirements
CORE COMPETENCIES
1. PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE
1.1 Take table reservations
1.1
Take
reservations
table
1.2 Prepare service stations 1.2 Prepare
and equipment
stations
equipment
service
and
1.3 Set-up the tables in the
dining area
1.3 Set-up the tables
in the dining area
1.4. Set the
mood/ambiance of the
dining area
1.4.
Set
the
mood/ambiance of the
dining area
2. WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
2.1.Welcome and greet
guests
2.1.Welcome and greet
guests
2.2.Seat the guests
2.2.Seat the guests
2.3.Take food and beverage
orders
2.3.Take food and
beverage orders
2.4.Liaise between kitchen
and service areas
2.4.Liaise between
kitchen and service
areas
3.PROMOTE FOOD AND BEVERAGE PRODUCTS
Curriculum Based
Learning Materials
for
Food and Beverages
NC II
Date Developed:
Date Revised:
Developed by:
Michelle A. Cortez
Document No.
Issued by:
Revision
Page
99
10
of
3.1 .Know the product
3.1 .Know the product
3.2 Undertake Suggestive 3.2
Undertake
selling
Suggestive selling
3.3. Carry out Upselling 3.3.
Carry
out
strategies
Upselling strategies
4.PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS
4.1. Serve food orders
4.1.
Serve
orders
food
4.2. Assist the diners
4.2.
Assist
diners
the
4.3. Perform banquet or
catering food service
4.3. Perform
banquet or catering
food service
4.4. Serve Beverage Orders
4.4. Serve Beverage
Orders
4.5. Conclude food service
and close down dining area
4.5. Conclude food
service and close
down dining area
5.PROVIDE ROOM SERVICE
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. RECEIVE AND HANDLE GUEST CONCERNS
6.1. Listen to the
complaint
6.2. Apologize to the guest
6.3. Take proper action on
the complaint
Curriculum Based
Learning Materials
for
Food and Beverages
NC II
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
Date Developed:
Date Revised:
Developed by:
Michelle A. Cortez
Document No.
Issued by:
Revision
Page
99
11
of
Using Form No.1.4, convert the Training Gaps into a Training Needs/
Requirements. Refer to the CBC in identifying the Module Title or Unit of
Competency of the training needs identified.
Form No. 1.4: Training Needs
Training Needs
Module Title/Module of
Instruction
(Learning Outcomes)
1. Take and process room service orders.
Providing Room Service
2.Set up trays and trolleys.
3. Present and serve food and beverage
orders to guests
4. Present room service account
5. Clear away room service equipment
Curriculum Based
Learning Materials
for
Food and Beverages
NC II
Date Developed:
Date Revised:
Developed by:
Michelle A. Cortez
Document No.
Issued by:
Revision
Page
99
12
of
SESSION PLAN
Sector
Qualification Title
Unit of Competency
Module Title
:
:
:
:
TOURISM
FOOD AND BEVERAGES NCII
PROVIDE ROOM SERVICE
PROVIDING ROOM SERVICE
Summary of Learning Outcomes:
LO1. Take and process room orders.
LO2. Set up trays and trolleys
LO3. Present and serve food and beverage orders to guest.
LO4. Present room service account.
LO5. Clear away room service equipment.
A.INTRODUCTION
This module deals with the skills and knowledge required to provide room service in commercial accommodation
establishments. It covers taking and processing room service orders, setting up trays and trolleys, presenting room service
meals and beverages to guest, presenting room service accounts and clearing room service area. This role is generally
undertaken by food and beverage attendants in large establishments but may also involve front office personnel and
kitchen staff.
B. LEARNING ACTIVITIES
LO 1: TAKE AND PROCESS ROOM SERVICE ORDERS.
Date Developed:
Curriculum Based Learning
Materials for
Food and Beverages NC II
Date Revised:
Developed by:
Michelle A. Cortez
Document No.
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Revision
Learning Content
Methods
Taking
room
service orders
Presentation
Practice
Feedback
Self
–
paced Read
Information Answer
Self- Check
instruction
Sheet 5.1-1: “Taking check 5.1-1
answers
room service orders”
using
Answer Key
5.1-1
Resources
CBLM/
Information
Sheet 5.1-1,
manuals
Time
1
hrs.
Menu list
Note Pad
Perform
task
Evaluate
Group Discussion
View video on “How to
Pen
5.1-1 performance Paper
Using
video take
room
service sheet
“How to take using
presentation/
order”
Telephone
room
service criteria
demonstration
Computer
orders”
checklist
Projector
5.1-1
a. Doorknob
dockets
Group Discussion View
the
slide Answer
selfusing
slide presentation
on
“ check
5.1-2
Presentation
Doorknob Dockets”
“How
to
process
the
doorknob
dockets”
Date Developed:
Curriculum Based Learning
Materials for
Food and Beverages NC II
Date Revised:
Developed by:
Michelle A. Cortez
Check
Laptop
answers
PC
using
LCD
Answer Key projector
5.1-2
Doorknob
dockets
Pen
Paper
Document No.
Issued by:
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Revision
1/2
hrs.
b. Suggestive
Selling
Group discussion Watch
video
about Perform
the
using
Video “suggestive selling”
task sheet 5.1Presentation
3 “Procedure
of
Effective
suggestive
selling”
Evaluate
performance
using
criteria
checklist
5.1-3
PC
LCD
projector
Pen
Paper
1/2
hrs.
LO 2: Set-up Tray and Trolleys
Equipment and
materials selection
and set up
Modular
Read
Information Answer
SelfSheet 5.2-1:
check 5.2-1
”Equipment
and
materials selection and
set up”
Demonstration
Perform Task
Sheet 5.2-1
“About
the
Equipment
and materials
selection and
set up”
Check
CBLM/
1 hrs.
answers
Information
using
Sheet 5.2-1,
Answer Key
5.2-1
Tables and
chairs,
Linens and
cutlery
Condiments
Evaluate
performance Trolley
Hand towel
using
Glassware
criteria
Chinaware
checklist
5.2-1
LO 3: Present room service meals and beverages to guest
Date Developed:
Curriculum Based Learning
Materials for
Food and Beverages NC II
Date Revised:
Developed by:
Michelle A. Cortez
Document No.
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Revision
1
Room service meal
delivery and serving
Video Presentation
Role playing
Watch video about” Perform
Job
room
service
meal Sheet about
delivery and serving"
“How
to
Deliver
and
serve
room
service”
Evaluate
performance
using
criteria
checklist
5.3-1
PC
hrs.
PLD
projector
Service ware
Butter
and
Bread
Condiments
Cutlery
Beverages
Room service
equipments
Trays/Trolley
Table
appointment
Printed
materials
LO 4. Present room service accounts
Billing of guest
Modular
Read Information Compare your Check
CBLM/
1½
sheet 5.4-1”Guest answer using answers
Information hrs.
Billing”
answer
key using
Sheet 5.45.4-1
Answer Key 1, (written
5.4-1
questions)a
nd answer
key
Date Developed:
Curriculum Based Learning
Materials for
Food and Beverages NC II
Date Revised:
Developed by:
Michelle A. Cortez
Document No.
Issued by:
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Revision
Role –playing
Perform Task
Sheet
5.4-1
about “Present
room
service
bill”
Evaluate
performance
using criteria
checklist
5.4-1
Bill folder
Guest
cheque
Receipts
LO5. Clean room service area
Clean room service
area
Modular
Read information Self-Check5.5sheet on” cleaning 1(answer
room service area”
written
questions)
Video Presentation
Watch video about
“Cleaning
room
service”
Group Discussion
Perform
Job
sheet
5.5-1
“Procedure on
cleaning room
service area”
Demonstration
Date Developed:
Curriculum Based Learning
Materials for
Food and Beverages NC II
Date Revised:
Developed by:
Michelle A. Cortez
Check
CBLM/
1
answers
Information hrs.
using
Sheet 5.5Answer Key 1, (written
5.5-1
questions)a
nd answer
key
Evaluate
performance
using criteria
checklist
5.5-1
Cleaning
materials
Vacuum
Mops
Broom
Dustpan
Document No.
Issued by:
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Revision
C. ASSESSMENT PLAN
Written Test: Questions on Room Service Rules and Procedures, Preparation of food and beverages for Room Service,
setting up trays and trolleys, Delivery of room service orders, presenting Guests accounts and cleaning room service area.
Performance Test; In a simulation of a hotel/workshop. The following will includeTaking and processing room service orders.
Setting up trays and trolley
Presenting room service meals and beverages to guests.
Presenting room service accounts.
Cleaning and clearing room service area.

As each of the above activity is completed, the student will document the action performed (in writing, on tape or in a
Trainee Record Book/Journal) for assessment purposes.
D. TEACHER’S SELF-REFLECTION OF THE SESSION
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Food and Beverages NC II
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Document No.
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PARTS OF A COMPETENCY-BASED LEARNING MATERIAL
PACKAGE
References/Further Reading
Performance Criteria Checklist
Operation/Task/Job Sheet
Self Check Answer Key
Self Check
Information Sheet
Learning Experiences
Learning Outcome Summary
Module
Module Content
Content
Module
List of Competencies
Content
Module Content
Module Content
Front Page
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
In our efforts to standardize CBLM, the
above parts are recommended for use
in Competency Based Training (CBT) in
Technical
Education
and
Skills
Development
Authority
(TESDA)
Technology Institutions.
The next
sections will show you the components
and features of each part.
Date Developed:
Date Revised:
Developed by:
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A.
Cortez
Document No.
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19
of
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Revision
How to use this CBLM
Welcome to the Module “Providing Room Service”. This module
contains training materials and activities for you to complete.
The unit of competency “Provide Room Service” contains the
knowledge, skills and attitudes required for Food and Beverage Services
course required to obtain the National Certificate (NC) level II.
You are required to go through a series of learning activities in order
to complete each of the learning outcomes of the module. In each learning
outcome there are Information Sheets, Job Sheets, Operation Sheets,
and Activity Sheets. Follow these activities on your own and answer the
Self-Check at the end of each learning activity.
If you have questions, do not hesitate to ask your teacher for
assistance.
Recognition of Prior Learning (RPL)
You have already some basic knowledge and skills covered in this
module. If you can demonstrate competence to your teacher in a particular
skill, talk to him/her so you did not have to undergo the same training
again. If you have a qualification or Certificate of Competency from previous
trainings show it to him/her. If the skills you required are consistent with
and relevant to this module, they become part of the evidence. You can
present these RPL. If you are not sure about your competence skills, discuss
this with your teacher.
After completing this module, ask your teacher to assess your
competence. Result of your assessment will be recorded in your competency
profile. All the learning activities are designed for you to complete at your
own pace.
In this module, you will find the activities for you to accomplish and
relevant information sheets for each learning outcome. Each learning
outcome may have more than one learning activity.
This module is prepared to help you achieve the required competency
in receiving and relaying information. This will be the source of information
that will enable you to acquire the knowledge and skills in Food and
Beverage Services NC II independently at your own pace with minimum
supervision from your trainer.
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
20
of
99
Revision
(Provide Room Service)
COMPETENCY-BASED LEARNING MATERIALS
List of Competencies
No.
Unit of Competency
Module Title
Code
1.
Prepare the dining
room/restaurant area
for service
Preparing the dining
room/restaurant area
for service
TRS512387
2.
Welcome guest and
take food and
beverages orders
Welcoming guest and
take food and beverages
orders
TRS512388
3.
Promote food and
beverage services to
guest
Promoting food and
beverage services to
guest
TRS5122389
4.
Provide food and
beverage services to
guest
Providing food and
beverage services to
guest
TRS512390
5.
Provide room service
Providing room service
TRS5122391
6.
Receive and handle
guest concerns
Receiving and handle
guest concerns
TRS5122392
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
21
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99
Revision
MODULE CONTENT
UNIT OF COMPETENCY
: PROVIDE ROOM SERVICE
MODULE TITLE
: Providing Room Service
MODULE DESCRIPTOR: This module covers the knowledge, skills and
attitude required in providing room service in commercial accommodation
establishments.
NOMINAL DURATION:
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
1. Take and process room service order.
2. Set up trays and trolley.
3. Present room service meals and beverages to guest.
4. Present room service accounts.
5. Clear away room service area.
ASSESSMENT CRITERIA:








Answer telephone with proper telephone etiquettes
Check name of customer during interaction
Clarifies, repeat and checks details accurately
Uses selling techniques when appropriate
Advise clients of approximate time of delivery
Records service orders according to establishment’s standards
Interprets room service orders received from doorknob dockets
Promptly transfer orders in appropriate location for preparation
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
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
Prepare food and beverage items in accordance to establishment
standards
LEARNING OUTCOME NO. 1
LO1 Title: Take process room service order
Contents:
1. Taking room service orders
2. Door knob Dockets
3. Suggestive Selling
Assessment Criteria
1.
2.
3.
4.
5.
6.
7.
8.
Answer telephone with proper telephone etiquettes.
Check name of customer during interaction.
Clarifies, repeat and checks details accurately.
Uses selling techniques when appropriate.
Advise clients of approximate time of delivery.
Records service orders according to establishment’s standards.
Interprets room service orders received from doorknob dockets.
Promptly transfer orders in appropriate location for preparation.
Conditions
The participants will have access to:
1. WORKPLACE LOCATION
2. EQUIPMENT
• Table
• Chairs
• Telephone
3. TOOLS, ACCESSORIES AND SUPPLIES
• Pen and paper
• Guidelines Instructions
4. TRAINING MATERIALS
• Learning Packages
Assessment Method:
1. Demonstration
Curriculum
Based Learning
Materials for
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Beverages NC II
Date Developed:
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2. Interview
3. Portfolio
4. Written Test
Learning Experiences
Learning Outcome 1
LO TITLE: TAKE AND PROCESS ROOM SERVICE ORDERS
Learning Activities
Special Instructions
1. Read Information Sheet In this Learning Outcome you shall prepare
5.1-1 on “take room the tools and equipment needed fro
service order”
providing room service
Answer Self-Check 5.1-1
Go through the Information sheets and
answer all the self checks to ensure that
Perform task Sheet 5.1-1 knowledge of the standards in providing
“How to take room service room service are acquired
orders”
2.Watch
the
slide
presentation about the
process
of
doorknob
dockets
Perform the entire task to and evaluate
using the criteria checklist makes sure that
the skills of the standards in providing room
service are acquired.
Perform task Sheet 5.1-2
“how to process Door knob
The output of your practice of this Learning
dockets”
Outcome are the following
1. Room service orders.
3.Watch
the
video 2. Process of doorknob dockets.
presentation
about
“
3. effective suggestive selling
effective suggestive selling”
Sheet.
5. Perform task Sheet 5.1-3
6. “on effective
selling”
suggestive
Show your output to your trainer for the
feedback as you accomplish.
After completing the entire task you may
proceed to the need module.
Curriculum
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Materials for
Food and
Beverages NC II
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INFORMATION SHEET 5.1-1
Taking Room Service Orders
Learning Objective/s: After reading this INFORMATION SHEET, YOU MUST
be able to:
1. Identify room service.
2. Take room service order through the telephone properly and effectively.
3. Perform the procedure in taking room service order.
Room service is a food and beverage service to guest who wishes to
enjoy the comfort of being served in the privacy of their own rooms. In some
big hotels room service operates as a separate unit headed by a room service
supervisor/ in some hotels, room service is a part of coffee shop operations.
In this case, the restaurant staffs are allowed to perform this task.
Generally, room service operates on a 24-hours system, with some offering it
from 6 o’clock in the morning till ten o’clock in the evening.
Room Service Brigade
Room service operations are under supervision of a room service
supervisor or captain. When there is a separate room service unit, there are
also designated room service waiters who are the only ones authorized to
deliver room service orders.
Room service can involve the delivery of anything from complimentary
items to those which are charged. Some menu item listings are available at
different times of the day.
Breakfast
0600-1100 hrs
All day Dining
1100-2300 hrs
A la carte
1900-2230 hrs
Late night menu
2300-0600 hrs.
Curriculum
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The room service pantry must be stocked with sufficient equipment to
ensure that all orders can promptly be served even during peak hours.
ROOM SERVICE EQUIPMENT TOOLS AND SUPPLIES
ROOM SERVICE TROLLEYS
It is used when several orders are to be served
such that a tray will not be enough to hold the
orders.
TRAYS
Varying sizes are used depending on the
volume of orders to be delivered.
ROOM SERVICE FOLDING TABLES
Used in lieu of trolleys where room service
orders can be set up and served
TRAY TROLLEY
This trolley is commonly used in hospitals and
other areas where several trays of orders are to
be
served
simultaneously
to
several
individuals. It will save a lot of time if the foods
are in trays and trolleys as they can be served
all at one time.
ROOM SERVICE MENU
List of dishes placed at the guests’ room
Curriculum
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Materials for
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Beverages NC II
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BILL FOLDER
Used for placing bills
BREAD BASKET
Used for serving bread during breakfast
PLATE COVER
A cover for food order as protection from dust
and other contamination
Here are some standards to be observed:
1. All items in the station are clean and in good condition- sanitized, wiped dry,
and free of spots or water marks.
2. Tables and chairs are in their proper position; not shaky or damaged.
3. There are no chipped or broken glasses. Wipe the rim and base; make
sure that hands do not leave finger marks on the glass.
4. There are no damaged china wares and cutleries. Wipe the rim of the
plates, mouth of the spoon, tines of the fork, and blades of knife and
make sure that all surfaces are dry.
5. Linen is fresh, clean and without spots or stains and not wrinkled.
6. Room service trays and trolleys must be also clean, dry and
functional.
Sequence of Room Service
1. Taking room service order
2. Placing order to the kitchen
3. Posting the order for billing
Curriculum
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4. Assembling room service order
5. Logging down the order on the control sheet
6. Preparation of the bill
7. Pick- up and delivery of the order
8. Offering or extending personalized service to the guest
9. Settling the bill; Bidding goodbye
10. Forwarding payment or signed bill to the front office cashier
Taking orders are usually made through the telephone and received by
a designated order taker. In answering and getting the guest’s order through
the phone, you should be courteous in answering telephone calls because
this gives a good impression to the establishment and the staff as well and it
shows that the calls are welcome.
Effective Telephone Etiquette
Smiling before picking up the handset and while talking. This creates a
positive frame of mind that will be reflected in your voice.
Greeting and being courteous even if you perceive you are talking to a
person younger than you are.
Establishing a good rapport to the caller.
Ensuring that callers on hold are not left waiting.
Reminding the receiver that the caller is on hold.
Thanking the caller.
It is not enough to memorize the steps in answering telephone calls. It
is of equal importance to actually practice or perform the task.
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
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TAKING ROOM SERVICE ORDERS
Steps
Rationale/
Procedure
Other Information
1. Lift the receiver on The
mouthpiece Courteous
greetings
the
first
ring,
if should be at least ½ express with smiling
possible.
inch from the mouth.
voice will certainly
make
a
good
impression.
Identify Room Service
and greet the caller as
you say:
“Room Service, good __
This is ___ speaking.
May I help you?”
2.Take the order and
write it down in an
order slip (triplicate
copies)
Write down and clarify
orders as you hear
them. Ask the number
of orders and the
guest’s
preferences
regarding the manner
(one copy of the order of preparation like
slips goes to the salad dressing, etc.
kitchen, one for the
cashier and the last
one is for the waiter)
For eggs - whether
boiled
poached,
scrambled, etc.
This is important to
ensure that guest’s
preferences
and
requirements
are
followed
in
the
preparation.
Thus,
complaints can be
avoided.
Get
other
serving
instructions
like
additional butter, etc.
For steaks - whether Be a good salesman.
rare medium rare, Make
appropriate
well-done.
suggestions.
Whether
bread
served
toasted
plain.
be Offer the appropriate
or drinks or wine that
best complement the
meal.
Preferred
salad
dressing,
French, If the item is out of
Vinaigrette
or stock,
Inform
the
Thousand Islands.
guest immediately and
suggest an appropriate
Curriculum
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Materials for
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Beverages NC II
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substitute.
If
the
guest
is
undecided,
Suggest
menu specialties or
chefs daily specials.
Before closing say,
“Will
that
be
all
Sir/Madam”
3. Repeat the order.
Mention the order, Repeating the order
quantity and manner helps prevent errors
of preparation.
that can be a source of
complaints.
4. Ask for the guest’s “May
I
know Asking room number
name
and
room sir/ma’am your room helps to determine
number.
number’”.
where
the
room
service
will
be
Unless this is ready
delivering.
reflected on the phone,
if the hotel is using a
high-tech front office
system.
5. Check whether are Mention;
other guest with whom “Do you have any
the guest will dine.
companion so that I
can
prepare
extra
glass or plates”
6.Thank the guest
This is essential to the
room service attendant
to make sure to have
additional
arrangement for glass
or plates etc
.
Tell him the estimated This is to ensure that
time for the delivery of the guest will not keep
order.
longer for waiting his
“Thank you for calling food.
room
service
sir/ma’am. Your order
will be delivered to you
within 30 minutes.”
Curriculum
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Materials for
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Beverages NC II
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SELF-CHECK 5.1-1
Direction: Answer the following question on the separate sheet of paper.
1. What are the procedures for taking a room service order?
2. What is room service?
3. Why should room service staff use guest’s name when speaking to them?
4. What are the sequences of room service?
5. What the room service tool, equipment and supplies.
Curriculum
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Beverages NC II
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ANSWER KEY to Self Check 5.1-1
1. Steps in taking room service orders through the telephone
A. Lift the receiver on the first ring, if possible.


The mouthpiece should be at least ½ inch from the mouth
Make courteous greetings express with smiling voice will certainly
make a good impression.
B. Take the order and write it down in an order slip (triplicate copies)
(One copy of the order slips goes to the kitchen, one for the cashier and the
last one is for the waiter)





Write down and clarify orders as you hear them. Ask the number of
orders and the guest’s preferences regarding the manner of
preparation like salad dressing, etc.
This is important to ensure that guest’s preferences and requirements
are followed in the preparation. Thus, complaints can be avoided.
Be a good salesman. Make appropriate suggestions.
Offer the appropriate drinks or wine that best complement the meal.
If the item is out of stock, inform the guest immediately and suggest
an appropriate substitute.
C. Repeat the order.


Mention the order, quantity and manner of preparation
Repeating the order helps prevent errors that can be a source of
complaint.
D. Ask for the guest’s name and room number, unless this is ready
reflected on the phone, if the hotel is using a high-tech front office
system.
 Asking room number helps to determine where the room service will
be delivering
E. Check whether are other guest with whom the guest will dine.
 This is essential to the room service attendant to make sure to have
additional arrangement for glass or plates etc
F. Thank the guest.
 Tell him the estimated time for the delivery of order.
Curriculum
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Beverages NC II
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
This is to ensure that the guest will not keep longer for waiting his
food.
2. Room Service – is the service of food and beverage in guests’ room in
hotels or other establishment.
3.Room service staff use guest’s name when speaking to them so that guest
feel that they are special and they are very much welcome.
4. Sequence of Room Service
1. Taking room service order
2. Placing order to the kitchen
3. Posting the order for billing
4. Assembling room service order
5. Logging down the order on the control sheet
6. Preparation of the bill
7. Pick- up and delivery of the order
8. Offering or extending personalized service to the guest
9. Settling the bill; Bidding goodbye
10. Forwarding payment or signed bill to the front office cashier
5. ROOM SERVICE EQUIPMENT TOOLS AND SUPPLIES
ROOM SERVICE TROLLEYS- It is used when several orders are to be
served such that a tray will not be enough to hold the orders.
TRAYS- Varying sizes are used depending on the volume of orders to be
delivered.
ROOM SERVICE FOLDING TABLES- Used in lieu of trolleys where room
service orders can be set up and served
TRAY TROLLEY-This trolley is commonly used in hospitals and other areas
where several trays of orders are to be served simultaneously to several
individuals. It will save a lot of time if the foods are in trays and trolleys as
they can be served all at one time.
ROOM SERVICE MENU- List of dishes placed at the guests’ room
BILL FOLDER- Used for placing bills
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
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BREAD BASKET- Used for serving bread during breakfast
PLATE COVER-A cover for food order as protection from dust and other
contamination
TASK SHEET 5.1-1
Title:
Performance
Objective:
Supplies/Material/
Equipment:
Take Room Service Order
At the end of the activity trainees should be able
to;
1. Perform phone calls promptly and
courteously.
2. Apply the guest’s name throughout the
conversation.
 Telephone
 Order Slip
 Menu Book
 Ball pen
Steps/Procedure:
1. Lift the receiver of the telephone and answer the phone.
The mouthpiece should be at least ½ inch from the mouth.
Identify Room Service and greet the caller as you say:
“Room Service, good __ This is ___ speaking. May I help you?”
2. Take the order and write in an order slip.
Write down and clarify orders as you hear them. Ask the number of
orders and the guest’s preferences regarding the manner of preparation
like salad dressing, etc.
3. Repeat the order.
Mention the order, quantity and manner of preparation.
4. Ask the guest name and room number.
“May I know sir/ma’am your room number’”
5. Ask if there is another guest to serve.
Mention;“Do you have any companion so that I can prepare extra glass
or plates”
6. Thank the guest. Tell the estimated time for the delivery of order.
Tell him the estimated time for the delivery of order.“Thank you for
calling room service sir/ma’am. Your order will be delivered to you
Curriculum
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Materials for
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Beverages NC II
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within 30 minutes.”
Assessment Method:
Demonstration
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Performance Criteria Checklist for
Task Sheet 5.1-1
Trainee’s Name__________________________
Date ________________
Criteria
YES
1. Is the phone answered promptly?
2. Is talking to the guest properly was observed?
3. Are the information gathered accurately?
4. Are the standard operating procedures in talking to a
guest while taking orders through phone applied?
5. Does speaking clearly and straight to the point was
performed?
6. Does suggestive selling suited to the needs of the
guest performed?
Curriculum
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Materials for
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Beverages NC II
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NO
SELF-CHECK 5.1-2
Direction: Write the True if the statement is correct and the word False if
the statement is incorrect. Use separate sheet of paper for answering.
1. Docket system utilizes two copies of the docket.
2. The doorknob dockets contain information like serial number, service
staff, and date.
3. Doorknob menus are placed inside the guestrooms by housekeeper.
4. Door knob menu is a menu hanged at the knob of the door.
5. Room service menus, consisting of a la carte items are posted right in
each guest room as a reference for the guest in making his selection.
6. Waiter must counter check the room number with that indicated in the
door knob menu to prevent mistakes in the delivery or orders.
7. Orders are usually made through the telephone and door knob menu.
8. After filling the door knob menu, the guest will not hang it in his door
knob.
9. Doorknob dockets are picked by the room service waiter.
10. Doorknob orders are endorsed to waiter for mis-en place preparation.
Curriculum
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ANSWER KEY to Self Check 5.1-2
1. True
2. True
3. False
4. True
5. True
6. False
7. True
8. False
9. True
10. True
Curriculum
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TASK SHEET 5.1-3
Title:
Performance
Objective:
Supplies/Material/
Equipment:
Effective Suggestive Selling
At the end of the activity trainees should be able
to;
1. Know the special quality of the dish.
2. Make suggestion for guest preferences.
3. Perform effective selling techniques with
properly.




Telephone
Order Slip
Menu Book
Ball pen
Steps/Procedure:
1. Be familiar with the menu. Mention the basic ingredients,
preparation time.
2. Ask the guest preference; mention what is available among his
preference.
3. Create desire and interest on the product; offer then best’s seller.
4. Mention the dish that makes it a better choice.
5. Use convincing words or adjectives.
6. Mention the complementary items.
7. Attempt to sell a complete meal.
Assessment Method:
Demonstration
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Performance Criteria Checklist for
Task Sheet 5.1-3
Trainee’s Name__________________________
Date ________________
Criteria
YES
1. Is mention the basic ingredients and time preparation
of the menu?
2. Is making suggestion properly was observed?
3. Is the creation of desire and interest on the product is
mentioned?
4. Does the convincing words and adjective is observed?
5. Does suggestive selling suited to the needs of the
guest performed?
Curriculum
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NO
Provide food and beverage service
Observation &
Questioning
Ways in which evidence will be collected:
[tick the column]
The evidence must show that the trainee…



Promptly and courteously attended to
telephone calls in accordance with customer
service standards Guests’ name is checked
and used throughout the interaction.
Details of orders are clarified, repeated and
checked with guests for accuracy.*
Does Suggestive selling techniques are used.

Advised the guest of approximate time of
delivery.
 Recorded room service orders and checked
relevant information in accordance with
establishment policy and procedures.*
 Interpreted received room service orders from
door knob dockets.
 Orders are promptly transferred and relayed to
appropriate location for preparation.*
NOTE: *Critical aspects of competency
Curriculum
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Beverages NC II
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






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Written
Unit of
competency:
Portfolio
FOOD AND BEVERAGES SERVICES
Third party Report
Competency
standard:
Demonstration &
Questioning
Evidence Plan
TABLE OF SPECIFICATION
Objectives/Content
area/Topics
Taking room
service area
Set up trays and
trolleys
Present room
service meals and
beverages to
guests.
Present room
service accounts
Clean room
service area
TOTAL
Knowledge
Knowledge
Comprehension
Application
Synthesis
# of
items/
% of test
2
(10%)
1
(5%)
1
(5%)
.5
(2.50%)
4.5
(22.50%)
1
1
1
.5
3.5
(5%)
(5%)
(5%)
(2.50%)
(17.50%)
2
1
1
.5
4.5
(10%)
(5%)
(5%)
(2.50%)
(22.50%)
1
.5
1
.5
3
(5%)
(2.50%)
(5%)
(2.50%)
1
.5
2
1
4.5
(5%)
(2.50%)
(10%)
(5%)
(22.50%)
7
4
6
3
20
(35%)
(20%)
(30%)
(15%)
(100%)
(15%)
7 (35%)
Comprehension 4 (20%)
Application
6 (30%)
Synthesis
3(15%)
Total item
____________
20 (100%)
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Performance Test
Specific Instruction for the Candidate
Qualification
Food and Beverage NC II
Unit of Competency
Provide Room Service
General Instruction:
Give all the necessary tools, materials and equipment, you are required or
must be able to take room service order through the telephone properly and
effectively within 1 hour.
Specific Instruction:
1. Prepare the tools and equipment (menu, telephone, pen, and notepad).
2. Greet customer according to company policies using telephone.
3. Present the room service order and mention what you order you receive.
4. Show your room service order to your trainer for evaluation and feedback.
Curriculum
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QUESTIONING TOOL
Questions to probe the candidate’s underpinning knowledge
Satisfactory
response
Yes
No
1. Why it is important to ensure that guest’s preferences and
requirements are followed in the preparation?


2. What is the important of repeating the guest’s orders?


3. Why do you have to repeat and clarify the guest’s orders?


4. How you are going to make appropriate suggestions?


5. What is the ideal distance of the telephone mouthpiece from
the mouth?


6. How are you going to take guest preferences regarding the
manager of preparation for steak, egg, bread and salad
dressings?


7. How many copies of guest orders you have to make?


8. If the item is out stock, what are you going to do?


9. What are you going to mention when repeating the guest’s
order?


10. What is the importance of courteous greetings in
answering?


11. What are the procedures in talking to a guest while taking
orders?


12. When are you going to perform suggestive selling?


13. What are the other serving instructions?


The
candidate’s
knowledge was:
underpinning  Satisfactory
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
 Not
Satisfactory
Document No.
Issued by:
Page
44
of
99
Revision
Templates for Inventory of Training Resources
Resources for presenting instruction

As per TR
Print Resources
As per
Inventory
CBLM
10
10
TR
5
5
CBC
5
5

As per TR
Non Print Resources
CD
As per
Inventory
10
Remarks
Remarks
10
Resources for Skills practice of Competency #5 PROVIDE ROOM SERVICE

Supplies and Materials
As
TR
per
As per
Remarks
Inventory
DINNERWARE
Dinner plates, 10”
24
Show/service plates, 11-14”
6
18 pcs.
For replenishment
6 pcs.
For replenishment
Salad plates 7-8”
24
20 pcs.
For replenishment
Fish plates, 8-9”
24
18 pcs.
For replenishment
Dessert plates, 7-8”
24
14 pcs.
For replenishment
Side plates or bread plates, 6”
24
24 pcs.
Soup plate/bowl
24
24 pcs.
Cups and saucers 5-6 oz
24
24 pcs.
Dinner knives
24
24 pcs.
Dinner forks
24
24 pcs.
Salad knives
24
24 pcs.
Salad forks
24
24 pcs.
Fish knives
24
24 pcs.
Fish forks
24
24 pcs.
24
24 pcs.
CUTLERIES
Soup
spoons
(cream
and
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
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45
of
99
Revision
consume)
Dessert spoons
24
24 pcs.
Dessert forks
24
24 pcs.
Teaspoons
24
24 pcs.
Cocktail forks
24
24 pcs.
Service forks
6
6 pcs.
Service spoons
6
6 pcs.
Steak knives
24
20 pcs.
Butter knives
24
20 pcs.
Oyster forks
24
24 pcs.
Red wine glasses
24
20 pcs.
White wine glasses
24
20 pcs.
Water goblets
24
24 pcs.
Juice glasses/Hi ball
24
20 pcs.
Champagne flute
24
24 pcs.
Collins glasses
24
24 pcs.
Pilsner glasses/Ice tea glasses
24
24 pcs.
Coffee pot
2
1 unit
Tea pot
2
1 unit
Salt and Pepper shakers
4
3 sets
service trays
6
6 pcs.
Silver platters
8
6 pcs.
Round (bar) trays
8
6 pcs.
Tooth pick holders
4
4 pcs.
Napkin holders
6
6 pcs.
Sugar containers
3
3 pcs.
Creamer containers
3
3 pcs.
Sauce/gravy boats
4
4 pcs.
Soup tureen
4
3 pcs.
Peppermill
2
2 pcs.
GLASSWARE
For replenishment
Tools
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
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46
of
99
Revision
Food tongs
2
2 pcs.
Sauce ladles
2
2 pcs.
Soup ladles
2
2 pcs.
Cake servers
2
2 pcs.
Water pitchers
6
6 pcs.
(Room Service) Plate covers
8
6 pcs.
Ice buckets with tongs
2
2 pcs.
54”X54 table cloth
4
4 pcs.
Table skirting cloths
2
2 pcs.
Rectangular table cloths
2
2 pcs.
Side towels
4
4 pcs.
16” x16” Cloth Table napkin
30
30 pcs.
Menu Folders
2
2 pcs.
Order pads
2
2 pcs.
As Per TR
Equipments
As per
Remarks
Inventory
Bill folder/change trays
2
2 pcs.
Waiter station/cabinet
1
1 pcs.
Tray stand (optional)
2
Square/rectangular
(4’s/6’s)
tables
round tables (8’s)
4
2
Dining/Banquet chairs
36
4 pcs.
8 pcs.
30 pcs.
For replenishment
Note:
In the remarks section, remarks may include for repair, for
replenishment, for reproduction, for maintenance etc.
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
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47
of
99
Revision
Supervise
Work-Based
Learning
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
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48
of
99
Revision
FORM 1.1 SELF-ASSESSMENT CHECKS
INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary
data or information which is essential in planning training
sessions. Please check the appropriate box of your answer
to the questions below.
CORE COMPETENCIES
CAN I…?
YES NO
1. PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE



1 Take table reservations
2 Prepare service stations and equipment
3 Set-up the tables in the dining area
4. Set the mood/ambiance of the dining area
1. WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS




1.Welcome and greet guests
2. Seat the guests
3. Take food and beverage orders
4. Liaise between kitchen and service areas
3.PROMOTE FOOD AND BEVERAGE PRODUCTS



1 .Know the product
2 Undertake Suggestive selling
.3. Carry out Upselling strategies
4.PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS
1. Serve food orders
2. Assist the diners
3. Perform banquet or catering food service
4. Serve Beverage Orders
5. Conclude food service and close down dining area
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
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49
of
99
Revision





CORE COMPETENCIES
CAN I…?
YES NO
5.PROVIDE ROOM SERVICE





1. Take and process room service orders
2. Set up trays and trolleys
3. Present and serve food and beverage orders to guests
4. Present room service account
5.Clear away room service equipment
6. RECEIVE AND HANDLE GUEST CONCERNS




1. Listen to the complaint
2. Apologize to the guest
3. Take proper action on the complaint
4. Record complaint
Note: In making the Self-Check for your Qualification, all required competencies
should be specified. It is therefore required of a Trainer to be well- versed
of the CBC or TR of the program qualification he is teaching.
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
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50
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99
Revision
Evidences/Proof of Current Competencies
Form 1.2:
Evidence of Current Competencies acquired related to
Job/Occupation
Current
competencies
Proof/Evidence
Means of validating
1. PREPARE THE
Certificate of employment Evaluate the authenticity
DINING
with job description.
and validity of
ROOM/RESTAURANT
documents.
AREA FOR SERVICE
2. WELCOME
GUESTS AND TAKE
FOOD AND
BEVERAGE ORDERS
Certificate of employment Evaluate the authenticity
with job description.
and validity of
documents.
3.PROMOTE FOOD
AND BEVERAGE
PRODUCTS
Demonstration
Evaluate
performance
using
performance
criteria checklist.
4.PROVIDE FOOD
Demonstration
AND BEVERAGE
SERVICES TO
GUESTS
5.PROVIDE
ROOM Certificate of training
SERVICE
Evaluate performance
using performance
criteria checklist.
6. RECEIVE AND
HANDLE GUEST
CONCERNS
Evaluate performance
using performance
criteria checklist.
Demonstration
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Evaluate the authenticity
and validity of
documents.
Document No.
Issued by:
Page
51
of
99
Revision
Identifying Training Gaps
From the accomplished Self-Assessment Check (Form 1.1) and the
evidences of current competencies (Form 1.2), the Trainer will be able to
identify what the training needs of the prospective trainee are.
Form
1.3
Summary of Current
Competencies (Sample)
Required Units of
Competency/Learning
Outcomes based on CBC
Competencies
Current
Competencies
Versus
Required
Training
Gaps/Requirements
1. PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE
1.1 Take table reservations
1.1
Take
reservations
table
1.2 Prepare service stations 1.2 Prepare
and equipment
stations
equipment
service
and
1.3 Set-up the tables in the 1.3 Set-up the tables
dining area
in the dining area
1.4. Set the
mood/ambiance of the
dining area
1.4.
Set
the
mood/ambiance of the
dining area
2. WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
2.1.Welcome and greet
guests
2.1.Welcome and greet
guests
2.2.Seat the guests
2.2.Seat the guests
2.3.Take food and beverage
orders
2.3.Take food and
beverage orders
2.4.Liaise between kitchen
and service areas
2.4.Liaise between
kitchen and service
areas
3.PROMOTE FOOD AND BEVERAGE PRODUCTS
3.1 .Know the product
3.1 .Know the product
3.2 Undertake Suggestive 3.2
Undertake
selling
Suggestive selling
3.3. Carry out Upselling 3.3.
Carry
out
strategies
Upselling strategies
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
52
of
99
Revision
4.PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS
4.1. Serve food orders
4.1. Serve food orders
4.2. Assist the diners
4.2. Assist the diners
4.3. Perform banquet or
catering food service
4.3. Perform banquet
or catering food
service
4.4. Serve Beverage Orders
4.4. Serve Beverage
Orders
4.5. Conclude food service
and close down dining area
4.5. Conclude food
service and close down
dining area
5.PROVIDE ROOM SERVICE
5.1. Take and process
room service orders
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
5.2. Set up trays and
trolleys
5.3. Present and serve
food and beverage orders to
guests
5.4. Present room service
account
5.5. Clear away room
service equipment
6. RECEIVE AND HANDLE GUEST CONCERNS
6.1. Listen to the
complaint
6.2. Apologize to the guest
6.3. Take proper action on
the complaint
6.1. Listen to the
complaint
6.2. Apologize to the
guest
6.3. Take proper
action on the
complaint
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
53
of
99
Revision
Using Form No.1.4, convert the Training Gaps into a Training Needs/
Requirements. Refer to the CBC in identifying the Module Title or Unit of
Competency of the training needs identified.
Form No. 1.4: Training Needs
Module
Title/Module of
Instruction
Gaps
Duration (hours)
Take and process Provide Room Service
room service orders
32 hrs.
Set up trolleys
Present and serve
food and beverage
orders to guests
Present room service
equipment
Clear
away
room
service equipment
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
54
of
99
Revision
TRAINING PLAN
Qualification: Food and Beverages NC II
Trainees’ Training
Requirements
Preparing
dining/room
restaurant area
Training
Activity/Task
the
Taking table
reservation
Mode of
Training
Demonstration
Staff
Supervisor/wait
er/waitress
Facilities/
Tools and
Equipment
Logbook
Venue
Practical
work area
Reservation
forms/sheet
Demonstration
Supervisor/wait
er/waitress
Computer
Food
warmer
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
55
of
99
Revision
Oral
questioning
Ice buckets
Performance
test
Silverware
Cutleries
Date Developed:
Practical
work area
Observation
Condiments
Sauce
battles
Date and
Time
Sept.
5-6-7-8,
2016
8:0012:00noon
Performance
test
Tableware
Coffee pots
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Oral
questioning
Observation
Card
Preparing Service
station and
equipment
Assessment
Method
Sept.
5-6-7-8,
2016
8:0012:00noon
Setting up the table
in the dining area
Demonstration
Supervisor/wait
er/waitress
Glassware
Practical
work area
Oral
questioning
Table Cloth
Observation
Napkin
(napkin
folding)
Sept.
5-6-7-8,
2016
1:003:00pm
Performance
test
Table
skirting
Dining room
equipment
Welcome guests and
take food beverages
orders
Setting the
mood/ambiance of
the dining
Demonstration
Supervisor/wait
er/waitress
Decoration
Lights and
sounds
Practical
work area
Table and
chair
Oral
questioning
Observation
Sept.
5-6-7-8,
2016
3:005:00pm
Performance
test
Furniture
Air
conditioning
Decoration
Welcoming and
greeting guests
Demonstration
Supervisor/wait
er/waitress
Verbal
approach
Practical
work area
Oral
questioning
Observation
Performance
test
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
56
of
99
Revision
Sept.
9-10-1112,
2016
8:0012:00noon
Seating the guest
Demonstration
Waiter/waitress
Chair
Practical
work area
Oral
questioning
Sept. 9-101112,
2016
Observation
Performance
test
Taking food and
beverage order
Demonstration
Waiter/waitress
Menu card
Order slip
Practical
work area
Order
pad/pen
Liaising between
kitchen and service
area
Demonstration
Supervisor/wait
er/waitress
Table ware
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Observation
Sept.
9-10-1112,
2016
Performance
test
1:003:00noon
Oral
questioning
Observation
Sept.
9-10-1112,
2016
Performance
test
4:005:00noon
Oral
questioning
Plate
Tray
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Practical
work area
Document No.
Issued by:
Page
57
of
99
Revision
1:003:00pm
Provide
beverage
guest
food
and
service to
Serving the food
orders
Demonstration
Supervisor/wait
er/waitress
Service tray
Plates
Practical
work area
Cutleries
Oral
questioning
Observation
Performance
test
Assessing the
dinners
Demonstration
Supervisor/wait
er/waitress
Pen
Sept.
13-14-152016
Practical
work area
Oral
questioning
Observation
Order sheet
8:009:00am
Sept. 1314-15,
2016
10:12:00pm
Performance
test
Preparing perform
banquet or catering
food service
Demonstration
Supervisor/wait
er/waitress
Service
ware
Practical
work area
Table and
chairs
Oral
questioning
Observation
Performance
test
Processing
payments receives
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Demonstration
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Supervisor/wait
er/waitress
Document No.
Issued by:
Page
58
of
99
Revision
Bill folder
Change tray
Swipe
machine for
credit card
Coins
Bill
Recipients
Sept.
13-14-152016
Practical
work area
Oral
questioning
1:002:00pm
Sept.
13-14-152016
Observation
Performance
test
2:003:00pm
Concluding food
service and close
down dining are
Demonstration
Managing
intoxicated person
Demonstration
Supervisor/wait
er/waitress
Supervisor/wait
er/waitress
Food scrap
Soiled
dishes
Table
Electric
equipment
Legislative
personnel
Practical
work area
Oral
questioning
Sept. 1314-15,
2016
Observation
Performance
test
Practical
work area
Oral
questioning
3:004:00pm
Sept.
13-14-152016
Observation
Performance
test
Provide room service
Taking and
processing room
service order
Demonstration
Supervisor/wait
er/waitress
Telephone
Order slip
Order
pad/pen
Practical
work area
Oral
questioning
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Supervisor/wait
er/waitress
Discussion
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
59
of
99
Revision
Butler
Condiments
Cutlery
Glassware
Sept.
16-17-182016
Observation
Performance
test
Setting up trays
and trolley
4:005:00pm
Practical
work area
Oral
questioning
Observation
8:0010:00am
Sept.
16-17-182016
Performance
test
Presenting and
serving food orders
to guest
Demonstration
Supervisor/wait
er/waitress
Tray
Trolley
Toaster
Food
warmer
Practical
work area
Oral
questioning
Discussion
Supervisor/wait
er/waitress
Bill folder
Receipts
Pen
Practical
work area
Oral
questioning
Observation
Performance
test
Clearing away room
service equipment
Demonstration
Supervisor/wait
er/waitress
Trolley
Sept.
16-17-182016
Observation
Performance
test
Presenting room
service accounts
10:0012:00noon
Practical
work area
Oral
questioning
1:002:00pm
Sept.
16-17-182016
2:003:00pm
Sept.
16-17-182016
Observation
Performance
test
Receive and handle
guests concern
Listening to the
complaint
Discussion
Supervisor/wait
er/waitress
Notepad
pen
Practical
work area
Oral
questioning
3:005:00am
Sept.
19-20-212016
Observation
Performance
test
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
60
of
99
Revision
8:0010:00am
Apologizing to the
guest
Demonstration
Supervisor/wait
er/waitress
Empathy
gratitude
Practical
work area
Oral
questioning
Sept.
19-20-122016
Observation
Performance
test
Taking proper
action on the
complaint
Discussion
Supervisor/wait
er/waitress
Appropriate
action
Practical
work area
Oral
questioning
10:0011:00am
Sept.
19-20-212016
Observation
Performance
test
Recording complaint
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Discussion
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Supervisor/wait
er/waitress
Document No.
Issued by:
Page
61
of
99
Revision
Complaint
documentati
on
Feedback
from
Proper
endorsemen
t
Practical
work area
Oral
questioning
11:0012:00noon
Sept.
19-20-212016
Observation
Performance
test
1:002:00pm
NAME: Gemma May Paragas
QUALIFICATION: FOOD AND BEVERAGES NC II_______
TRAINING DURATION : 336 HOURS
TRAINER: Ms. JUDY C. CRUZ
Technical Education and Skills Development Authority
___La Fortuna College__
Instructions:
TRAINEE’S RECORD BOOK
This Trainees’ Record Book (TRB) is intended to serve as
record of all accomplishment/task/activities while undergoing
training in the industry. It will eventually become evidence
that can be submitted for portfolio assessment and for
whatever purpose it will serve you. It is therefore important
that all its contents are viably entered by both the trainees
and instructor.
I.D.
The Trainees’ Record Book contains all the required
competencies in your chosen qualification. All you have to do
is to fill in the column “Task Required” and “Date
Accomplished” with all the activities in accordance with the
training program and to be taken up in the school and with
Trainee’s No.16-01-01
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
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Revision
the guidance of the instructor. The instructor will likewise
indicate his/her remarks on the “Instructors Remarks”
column regarding the outcome of the task accomplished by
the trainees. Be sure that the trainee will personally
accomplish the task and confirmed by the instructor.
It is of great importance that the content should be
written legibly on ink. Avoid any corrections or erasures and
maintain the cleanliness of this record.
This will be collected by your trainer and submit the
same to the Vocational Instruction Supervisor (VIS) and shall
form part of the permanent trainee’s document on file.
THANK YOU.
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
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Revision
NOTES:
Hardworking_____________________________
Participative______________________________
Cooperative______________________________
Has successfully complete the training_____
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
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64
of
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Revision
Unit of Competency: 1 Preparing Dining room/restaurant area
for service
Unit of Competency: 2 Welcome guests and take food
beverage order
NC Level II
NC Level II
Learning
Outcome
1.Take process
reservation
2.Prepare
service stations
and equipment
3.Set up the
tables in the
dining area
Task/Activity
Required
Date
Instructors
Accomplished Remarks
Taking the table September 3- Competent
reservation
4, 2016
Preparing
service stations September 5Competent
and equipment
6, 2016
Setting up the September 7,
tables in the
Competent
2016
dining area
Setting
the
4.Set the
mood/ambiance September 7
mood/ambiance
of the dining
of the dining
area
area
Competent
___________________
Trainee’s Signature
Trainer’s Signature
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Task/Activity
Required
Document No.
Issued by:
Page
65
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Revision
Date
Instructors
Accomplished Remarks
1.Welcome
and greet
guest
Welcoming
greet guest
2.Seat the
guest
Seating the guest
3.Take food
and
beverage
orders
Taking food and September
11-12,2016
beverage orders
and September 8- Competent
9, 2016
September
10, 2016
4.Liase
Liaising between September
between
kitchen
and 13, 2016
kitchen and service areas
service areas
____________________
__________________
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Learning
Outcome
Trainee’s Signature
Signature
Competent
Competent
Competent
______________________
Trainer’s
Unit of Competency: 3 Promote Food and Beverage Products
NC Level II
Learning
Outcome
Task/Activity
Required
1.Know the
product
Knowing
product
2.Undertake
suggestive
selling
Undertaking
suggestive
selling
3.Carry out
Upselling
strategies
Carrying
Upselling
strategies
Date
Instructors
Accomplished Remarks
the September
14, 2016
September
15, 2016
out September
15, 2016
_____________________
Trainee’s Signature
Competent
Unit of Competency: 4 Provide Food and Beverage Services to
Guest
NC Level II
Learning
Outcome
1.Serve food
orders
Task/Activity
Required
Serving
orders
Date
Accomplished
Instructors
Remarks
food September 16, Competent
2016
Competent
Competent
2.Assist the
diners
Assisting
diners
Competent
3.Perform
banquet or
catering food
service
Performing
September17,
banquet
or 2016
catering food
service
______________________
Trainer’s Signature
4.Serve
Beverage
Orders
Serving
Beverage
Orders
the September16,
2016
September18,
2016
Competent
Competent
September18, Competent
Concluding
5.Conclude
food
service 2016
food service
and
close
and close down down area
area
__________________
____________________
Trainee’s Signature
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
66
of
99
Revision
Trainer’s Signature
Unit of Competency: 5 Provide Room Service
Unit of competency: 6. Receive and handle guest concerns
NC Level II
NC Level II
Learning
Outcome
Task/Activity
Required
Date
Instructors
Accomplished Remarks
1.Take and
process room
service order
Taking
and September
process room 19,2106
service order
Competent
2.Set up trays
and trolleys
Setting
trays
trolleys
up September
and 19,2106
Competent
3.Present and
serve food and
beverage orders
to guests
Presenting
September
serve
food 19,2106
and beverage
orders to
Competent
4.Present room
service
accounts
Presenting
September
room service 20,2106
accounts
Competent
5.Clear away
room service
equipment
Clearing away September
room service 20,2106
equipment
Competent
____________________
Trainee’s Signature
Trainer’s Signature
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Task/Activity
Required
Date
Accomplished
Instructor
Remarks
1.Listen to
the complaint
Listening to
the complaint
September
21,2106
Competent
2.Apologize to
the guests
Apologizing to
the guests
September
21,2106
Competent
3.take proper
action on the
complaint
Taking proper
action ion the
complaint
September
21,2106
Competent
4.Record
complaint
Recording
complaint
September
21,2106
Competent
_______________________
Trainee’s Signature
_____________________
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Learning
Outcome
Document No.
Issued by:
Page
67
of
99
Revision
____________________________
Trainer’s Signature
TRAINEE’S PROGRESS SHEET
: Gemma May Paragas
Name
Qualification
:
Food
and
Service NCII
Units of
Competency
1. Preparing the
dining
room/restaura
nt area for
service
Trainer
Beverage Nominal
Duration
Training
Activity
Training
Duration
:
Ms. Judy
C. Cruz
: 320 hours
Date
Started
Rating
Trainee’s
Initial
Supervisor’
s Initial
Competent
GMP
MAC
Taking
table 10 hours
reservation
Sept.
2016
4, Sept.7,
2016
Preparing
20 hours
service station
and equipment
Sept.
2016
4, Sept.
2016
7, Competent
GMP
MAC
Setting up the 20 hours
table in the
dining area
Sept
2.016
4, Sept.
2016
7, Competent
GMP
MAC
Setting
the 12 hours
mood/ambianc
e of the dinning
Sept.
2016
4, Sept.
2016
7, Competent
GMP
MAC
62 hours
Total
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date
Finished
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
68
of
99
Revision
Units of
Competency
Training
Activity
Training
Duration
2.Welcome
guest Welcoming and 8 hours
and take food greeting
the
beverage order
guests
Seating
guests
the 4 hours
Date
Started
Sept.8,
2016
Sept.8,
2016
Taking
food 6 hours
and
beverage
order
Sept.8,
Liasing
6 hours
between
kitchen
and
service area
Sept.
Total
2016
8,2016
24 hours
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
69
of
99
Revision
Date
Finished
Rating
Trainee’s
Initial
Supervisor’s
Initial
Sept.
2016
9, Competent
GMP
MAC
Sept.
2016
9, Competent
GMP
MAC
Competent
GMP
MAC
9, Competent
GMP
MAC
Sept.9,
2016
Sept.
2016
Units of
Competency
Training
Activity
3. Promote food and Knowing
beverage product
product
Undertaking
suggestive
selling
Carrying
upselling
strategies
Total
Training
Duration
the 12 hours
14 hours
out 12 hours
Date
Started
Date
Finished
Sept.
10,
2016
Sept.12,
2016
Competent
GMP
MAC
Sept.10,
2016
Sept. 12,
2016
Competent
GMP
MAC
Sept.
10,
2016
Sept.12,
2016
Competent
GMP
MAC
38 hours
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
70
of
99
Revision
Rating
Trainee’s Supervisor’s
Initial
Initial
Units of
Competency
Training
Activity
Training
Duration
Date
Started
Date
Finished
Sept.13,
2016
Sept. 17,
2016
Competent
GMP
MAC
Sept.13,
2016
Sept.17,
2016
Competent
GMP
MAC
Performing
20 hours
banquet
or
catering
food
service
Sept.
13,
2016
Sept.17,
2016
Competent
GMP
MAC
Serving
20 hours
beverage orders
Sept.
13,
2016
Sept. 17,
2016
Competent
GMP
MAC
Processing
payment
receives
Sept.13,
2016
Sept.17,
2016
Competent
GMP
MAC
Concluding
20 hours
food
service
and close down
dining area
Sept.
13,
2016
Sept. 17,
2016
Competent
GMP
MAC
Managing
intoxicated
persons
Sept.13,
2016
Sept.17,
2016
Competent
GMP
MAC
4. Provide food and Serving
the 24 hours
beverage service food orders
to guests
Assisting
the 24hours
dinners
Total
20 hours
20 hours
148 hours
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
71
of
99
Revision
Rating
Trainee’s Supervisor’s
Initial
Initial
Units of
Competency
5.
Provide
service
Training
Activity
Training
Duration
room Taking
and 6 hours
processing
room
service
orders
Date
Started
Rating
Trainee’s Supervisor’s
Initial
Initial
Sept.18,
2016
Sept.19,
2016
Competent
GMP
MAC
up 6 hours
and
Sept.18,
2016
Sept.19,
2016
Competent
GMP
MAC
Presenting and 6 hours
serving
food
and
beverage
orders
to
guests
Sept.18,
2016
Sept.19,
2016
Competent
GMP
MAC
Presenting
6 hours
room
service
accounts
Sept.18,
2016
Sept.19,
2016
Competent
GMP
MAC
Clearing away 8 hours
room
service
equipment
Sept.18,
2016
Sept. 19,
2016
Competent
GMP
MAC
Setting
trays
trolleys
Total
32 hours
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date
Finished
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
72
of
99
Revision
Units of
Competency
6.
Training
Activity
Training
Duration
Date
Started
Date
Finished
Rating
Trainee’ Supervisor’s
s Initial
Initial
Receive
and Listening to the 6 hours
handle
guests complaints
concern
Apologizing to the 3 hours
guests
Sept.20,
2016
Sept.21,
2016
Competent
GMP
MAC
Sept. 20,
2016
Sept. 21,
2016
Competent
GMP
MAC
Taking
proper 3 hours
action
on
the
complaint
Sept.20,
2016
Sept. 21,
2016
Competent
GMP
MAC
Recording
complaint
Sept. 20,
2016
Sept. 21,
2016
Competent
GMP
MAC
Total
4hours
16 hours
Note: The trainee and the supervisor must have a copy of this form. The column for rating maybe used either by giving a numerical
rating or simply indicating competent or not yet competent. For purposes of analysis, you may require industry supervisors to give a numerical
rating for the performance of your trainees. Please take note however that in TESDA, we do not use numerical ratings
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
73
of
99
Revision
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
74
of
99
Revision
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
75
of
99
Revision
Average Ratings
PREPARATION
Average
1. Workshop layout conforms
with the components of a
CBT workshop
2. Number of CBLM is
sufficient
3. Objectives of every training
session is well explained
4. Expected activities/outputs
are clarified
General Average
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
76
of
99
Revision
Facilitate
Learning
Session
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
77
of
99
Revision
Training Activity Matrix
Training Activity
Trainee
Facilities/Tool
s and
Equipment
Venue
(Workstatio
n/ Area)
Date &
Time
Remarks
Prayer
8:00 AM
to 8:30
AM
Recap of Activities
Unfreezing Activities
All trainees
Feedback of Training
Rejoinder/Motivation
Prepare the dining/room restaurant area for service
Taking
table A.Rendell
reservations
A.Michaela
B.Renalyn
B.John
B.Christian
Preparing
service station
and equipment
C.Lyka
C. Raymark
C. Maricel
C. Hubert
C. Michelle
Setting up the
tables in the
dining area
C. Centeno
DC. Angelo
DC.JM
DM. Jerico
D. Christine
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Logbook
Reservation
forms/sheet
Card
computer
Plate
warmer
Table ware
Water
pitcher
Ice buckets
Coffee pots
Condiments
Sauce
bottles
Computer
laboratory
Learning
Resource
Area
Table ware
Glassware
Cloth
napkin(napk Practical
in folding)
Work
Table
Area)
skirting(style
s)
Dining room
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Day14
8:3012:00
Day 14
1:003:30
Day 14
3:305:00
Document No.
Issued by:
Page
78
of
99
Revision
Trainees
learned the
skill
with
ease
Ms. Cando
performed
the task
with ease,
Mr. Castillo
had a hard
time
preparing
service
station
All trainees
completed
the task on
time.
Setting
the
mood/ambianc
e of the dining A.Rendell
area
A.Michaela
B.Renalyn
B.John
B.Christian
Welcome guests and take food
equipment
Tables
Lights and
sounds
Learning
Tables And
Resource
Chairs
Area/
Furniture
Demonstr
Air
ation
conditioning
(Work
Decoration
Area
(theme)
and beverage orders
Welcoming and C.Lyka
greeting
the C. Raymark
Verbal
guests
C. Maricel
approach
C. Hubert
C. Michelle
Seating
the C. Centeno
guests
DC. Angelo
Escorted the
DC.JM
guests
DM. Jerico
D. Christine
Taking
food A.Rendell
Menu Card
and
beverage A.Michaela
Order Slip
orders
B.Renalyn
Order
B.John
pad/pen
B.Christian
Liaising
C.Lyka
between
C. Raymark
Table ware
kitchen
and C. Maricel
Plate/tray
service area
C. Hubert
C. Michelle
Promote food and beverage products
Knowing
product
the
Undertaking
suggestive
selling
A.Rendell
A.Michaela
B.Renalyn
B.John
B.Christian
C.Lyka
C. Raymark
C. Maricel
C. Hubert
C. Michelle
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Basic
ingredients
(familiarizatio
n)
Portion of
serving
Food and
beverage
upgrading/Pa
iring
Seafood with
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Compuet
er
laborator
y
Day 14
3:305:00
Day
8-12
8:3012:00
All trainees
completed
the task on
time.
Trainees
learned the
skil
with
ease
Practical
Work
Area
Day
8-12
1:003:30
Trainees
completed
the task on
time
Demonst
ration
Area
Day
8-12
3:305:00
Trainees
learned the
skill
with
ease
Learning
Resource
Area
Day
8-12
3:305:00
Computer
laboratory
Day
8-12
3:305:00
Trainees
learned the
skill
with
ease
Day
8-12
3:305:00
Trainees
completed
the task on
time.
Practical
work area
Document No.
Issued by:
Page
79
of
99
Revision
Trainees
learned the
skill
with
ease
wine
 Burger
and
fries
 Steaks
and
salad
Carrying
upselling
strategies
out C. Centeno
New items are
DC. Angelo
recommended
DC.JM
Like specialty
DM. Jerico
of the house
D. Christine
Provide food and beverage service to guests
Serving
orders
Assisting
dinners
food A.Rendell
A.Michaela
B.Renalyn
B.John
B.Christian
the
C.Lyka
C. Raymark
C. Maricel
C. Hubert
C. Michelle
Performing
banquet
or
catering
food
service
Serving
beverage
orders
C. Centeno
DC. Angelo
DC.JM
DM. Jerico
D. Christine
Learning
Resource
Area
Day
8-12
3:305:00
Trainees
learned the
task with
ease
Service tray
Plates
Cutleries
Demostra
tion area
Day
8-12
3:305:00
Trainees
learned the
skill
with
ease
Paying
attention
to
the
dinners
requests
or
needs
Learning
Resource
Area
Demonstr
ation
Day
8-12
3:305:00
Trainees
completed
the task on
time
Day
8-12
3:305:00
Trainees
completed
the task on
time
Practical
work area
Day
8-12
3:305:00
Trainees
learned the
skill
with
ease
Demonstr
ation
Work
Area)
Day
8-12
3:305:00
Trainees
learned the
skill
with
ease
Service ware
Table
chairs
and
Learning
Resource
Area
Glass wares
A.Rendell
A.Michaela
B.Renalyn
B.John
B.Christian
Processing
C.Lyka
payments and
C. Raymark
receipts
C. Maricel
C. Hubert
C. Michelle
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Alcoholic and
non alcoholic
beverage





Coffee
Juices
Water
Tea
wines
Bill Folder
Change Tray
Swipe
machine for
credit card
Coins
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
80
of
99
Revision
(change)
Receipt
Bill
Concluding
food
service C. Centeno
and close down DC. Angelo
dining area
DC.JM
DM. Jerico
D. Christine
Managing
intoxicated
persons
A.Rendell
A.Michaela
B.Renalyn
B.John
B.Christian
Provide room service
Taking
and C.Lyka
processing
C. Raymark
room
service C. Maricel
orders
C. Hubert
C. Michelle
Setting
up C. Centeno
trays
and DC. Angelo
trolleys
DC.JM
DM. Jerico
D. Christine
Presenting and A.Rendell
serving
food A.Michaela
and
beverage B.Renalyn
orders
to B.John
guests
B.Christian
Presenting
C.Lyka
room
service C. Raymark
accounts
C. Maricel
C. Hubert
C. Michelle
C. Centeno
Clearing away DC. Angelo
room
service DC.JM
equipment
DM. Jerico
D. Christine
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Learning
Resource
Area
Demonstr
ation
(Work
Area
Day
8-12
3:305:00
Legislative
personnel
Practical
work area
Day
8-12
3:305:00
Telephone
Order slip
Order
pad/pen
Computer
laboratory
Day
8-12
3:305:00
Trainees
completed
the
task
on time
Learning
Resource
Area
Day
8-12
3:305:00
Trainees
learned
the
skill
with ease
Demonstr
ationArea
Day
8-12
3:305:00
Trainees
learned
the
skill
with ease
Bill folder
receipt
Practical
work area
Day
8-12
3:305:00
Trainees
completed
the
task
on time
Trolley
Learning
Resource
Area
Demonstr
ation
(Work
Area
Day
8-12
3:305:00
Trainees
learned
the
skill
with ease
Food scrap
Soiled dishes
Table
Electrical
equipment
Butler
Condiments
Cutlery
Glass ware
Tray
Trolley
Toaster
Warming
equipment
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
81
of
99
Revision
Trainees
completed
the task on
time
Receive and handle guests concern
Listening
to A.Rendell
the complaint
A.Michaela
B.Renalyn
B.John
B.Christian
Apologizing to
the guests
C.Lyka
C. Raymark
C. Maricel
C. Hubert
C. Michelle
Taking proper C. Centeno
action on the DC. Angelo
complaint
DC.JM
DM. Jerico
D. Christine
Recording
complaint
A.Rendell
A.Michaela
B.Renalyn
B.John
B.Christian
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
List the
details of
guest
complaint
Empathy
gratitude
Appropriate
action
Complaint
documentatio
n
Feedback
forms
Proper
endorsement
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Practic
al
Work
Area
Learni
ng
Resour
ce Area
Demon
stratio
n
(Work
Area
Demon
stratio
n
Work
Area
Learni
ng
Resour
ce Area
Day 812
3:305:00
Trainees
completed
the task on
time
Day 812
3:305:00
Trainees
learned the
skill
with
ease
Day 812
3:305:00
Trainees
completed
the task on
time
Day 812
3:305:00
Trainees
learned the
skill
with
ease
Document No.
Issued by:
Page
82
of
99
Revision
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
Page
83
of
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Revision
La Fortuna College
Cabanatuan City, Nueva Ecija
Food and Beverage Services NC II
Minutes of the Meeting
Focus Group Discussion
Date: January 10, 2107
Agenda: Competency-Based Training Delivery
Present:
1.
2.
3.
4.
Ethelyn Reyes
Anthony S. Dela Cruz
Annabelle M. Correa
Roger S. Nicolas
CBT Concerns
Discussions
Resolutions/Agreemen
t
The CompetencyBased
Training
Layout
was
impressive
and
spearheaded
by
TESDA Region III.
This
should
be
maintained
to
all
training to be conducted
to get the maximum
participation
of
the
trainees.
2.
Monitoring
of Attendance
Attendance
was
checked regularly
by the trainer, in
the morning and
afternoon session.
Greatest
number
of
attendance
should
always be expected to
the trainees, to save time
resources and effort on
the part of the trainees
and trainer.
3.
Utilization
of work area
Work area was Sustain the cleanliness
used productively and orderliness of the
1. CBT Layout
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
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84
of
99
Revision
by the trainees, work area.
especially during
the demonstration
activity.
4.
Orientation
a.
CBT
b.
Roles of
Trainer/Trainees
c.
Training
Regulation
d.
CBLM
e.
Facilities
f.
Evaluation
system
The
orientation
was
properly
delivered by the
trainer
on
the
following:
Since the orientation
was given properly and
clearly by the trainer it
was resolved that the
presentation
used
during the orientation
a.
CBT
Principles
were should be kept for future
explained properly use. This covered the
b.
The
roles CBT, Roles, and the TR.
both of the trainer
and trainees were There should be a one is
imparted by the to one ratio on the
(facilitator/trainer trainee’s use of the
CBLM to ensure a more
)
productive
self-paced/
c.
The
modular learning.
contents/
coverage of the
Training
Facilities,
such
as
Regulations
was workshop and stations
discussed
should be maintained.
thoroughly by the
trainer
The trainer done a very
good evaluation of the
d. The use of trainee’s
performance,
CBLM
was motivating them to learn
demonstrate beyond what is expected.
d
by
the
trainer to the
trainees.
e. Different
facilities
were visited
by
the
trainees
guided
by
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
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the facilitator
while
explaining
each
function.
f. The
evaluation
system was
explained,
given
the
rating scale
and on how
comments
were given.
Focused
group
discussion
was
also
employed
during
the
training.
5.
RPL
6.
Teaching
methods and
technique
The
RPL
(Recognition
of
Prior
Learning)
was completed by
self-assessment
evaluation check,
pre-test
given,
certificates
collected,
by
answering
the
data
gathering
tool
and
identifying
training needs.
The trainer was able to
carried out the RPL of
the trainees in a very
organized manner.
The
teaching
methods
and
techniques used
were appropriate
This should be kept up
for
the
succeeding
trainings of the trainees
of
the
same
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
This has to be sustained
to save time, resources
and effort.
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in each learner. qualifications in different
Specifically
the time.
role
play
and
simulation.
7.
of
Monitoring
learning
activities
a.
Achievemen
t chart
b.
Progress
chart
8.
Feedback
9.
Slow
learners
a.
Achievement
chart was checked
every after each
session to note
the finish required
activities
and
output of each
learner.
b. Progress chart
was
periodically
checked, to reflect
the
learning
outcome finished
by the trainees.
The charts are requested
to be printed in a bigger
material
and
more
strategic area. This will
enable everyone in the
training to track the
development of each
trainee.
A
dialogue
between
and
among
trainees
was
conducted
during
the
training. Positive
and
negative
feedback
were
considered
essential
during
the training.
A continuous feedback
should be provided by
the
trainer
to
the
trainees
immediately
after
performing
a
certain activity.
Out
of
10
participants two of
them
were
considered
slow
learners therefore
the trainer and
other fast learners
assisted
them
through tutorial.
Tutorial and more
time should be provided
to the trainees who were
considered
slow
learners. However, the
trainer should always
bear
in
mind
that
everybody is capable of
learning.
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
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10. Other
concerns
Some
trainees
did not bring the
prescribed
materials by the
trainer, resulting
to chaos during
the
actual
performance.
All personal materials
needed
during
the
training
should
be
provided by the trainees
themselves.
Training Evaluation Report
1. Title of the Report
2. Executive summary
3. Rationale
4. Objectives
5. Methodology
6. Results and discussion
This is the body of the report.
parts:
It should contain the following
Data interpretation
Data analysis
Conclusion
7. Recommendation
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
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WORK REQUEST
UNIT
DECSRIPTION: BUSSING TROLLEY
SW
02
OBSERVATION/S
DATE REPORTED: Sept. 20, 2016
DEFECTIVE WHEEL
ACTVITY:
REPORTED BY: R. Bandal
DATE COMPLETED:
REPAIR OF WHEEL
February 8, 2016
SPARE PARTS NEED: New wheel
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
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QUALIFICATION
FOOD AND BEVERAGE SERVICE NC II
SECTION/AREA
PRACTICAL WORK AREA
DATE
Sept. 22 ,2016
REASON FOR
PURCHASE
DEFECTICE BUSSING TROLLEY
EQUIPMENT ITEM/
NAME
DESCRIPTION
Trolley
Bussing
Trolley
PRICE
QUANTITY
TOTAL
1
3,000
(APPROX)
3,000
PHP 3,0000
REQUEST BY:
Ms. Judy C. Cruz
TRAINER
APPROVED
BY:
May Besana
PRESIDENT
WASTE SEGREGATION LIST
QUALIFICATION
Food and beverage service
AREA/SECTION
Practical work area
IN CHARGE
Myra Centeno
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
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GENERAL ACCUMULATED WASTES
WASTE SEGRATION METHOD
RECYLE
1.DAMAGED
COMPOSE DISPOSE
x
2.DAMAGED LADDLE
x
3.COFFE POT
x
4.USE RAGS/ CLEANING MATERIALS
5.TRAYS
X
x
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
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Maintain
Training
Facilities
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
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Template #1
OPERATIONAL PROCEDURE
Equipment Type
BUSSING TROLLEY
Equipment Code
001
Location
Practical Area
Operation Procedure:

Be careful on pushing the trolley; make sure you hold the
handle tightly.

Inspect the wheel first before transporting or carrying the soiled
dishes.

Check the plates, glasses and other cutlery is in proper position
to avoid cracking/breaking while transporting them to the
dishwashing area.
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
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Template #2
HOUSEKEEPING SCHEDULE
Qualificati Food and Beverage
Station/Bld
on
Service NC II
g
Area/Sect
Practical Area
ion
In-Charge Cabantuando, Lyca Mae
Practical
Building
area
Schedule for the 1st Semester, 2016
Dail
y
Responsible
Person
ACTIVITIES
Ever
y
other
Day
Wee
kly
Every
15th
Day
Mont
hly
1. Store glasses and Cabantuando
, Lyca Mae
cups upsidedown. Other
stored utensils
must be covered
or inverted.

Silverware
storage
should be
designed to
present the
handle to the
employee or
costumer.
2. Have shelves and
flatware
containers
emptied, cleaned
and sanitized.
Cabantuando
, Lyca Mae
3. The baskets or
containers for
silverware should
be handled so
that the inner
surfaces are not
touched when
transfer is made
from dishwasher.
Cabantuando
, Lyca Mae
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
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Remar
ks
4. Keep the food
preparation and
dining area free
from
obstructions.
5. Stain and dirt in
stoves regularly.
Cabantuando
, Lyca Mae
6. All slicers and
machine after must
be rested to “0”
position after each
use.
Cabantuando
, Lyca Mae
7. All gas operated
kitchen equipment
should be switch off
after using and the
main gate valve
should be shut-off
before closing the
kitchen.
Cabantuando
, Lyca Mae
Cabantuando
, Lyca Mae
8. Before plugging in Cabantuando
, Lyca Mae
equipment, make
sure all switches are
turned off.
9.Clean ad arrange
working tables
according to work
plan/lay out
Cabantuando
, Lyca Mae
10. Sanitize garbage
receptacles.
Cabantuando
, Lyca Mae
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
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11. Dispose
segregated waste,
clean garbage
cans
Cabantuando
, Lyca Mae
12.Disposal of waste Cabantuando
, Lyca Mae
materials
(Follow waste
segregation
system)
13. Clean, check Cabantuando
and
maintain , Lyca Mae
room.
Free
of
dust, not dump.
14. Conduct
inventory
Cabantuando
, Lyca Mae
15. Update progress Cabantuando
, Lyca Mae
chart.
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
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Template #3
WORKSHOP HOUSEKEEPING SCHEDULE
DAILY TASK
YES
Clean and wipe dry all equipment before storing them.

Have shelves and flatware containers emptied, cleaned and
sanitized.

Keep the dish storage are clean at all times, protected from
pest infestation.

Keep the food preparation area and dining area are free from
obstructions.

Clean and arrange working tables

Sweep floors; if wet, wipe dry

Turn off and pull the plug of a machine before cleaning and
assembling.

Dispose segregated waste; clean garbage cans

Check for the safety hazards and take action.

WEEKLY TASK
YES
Update accomplishment/Progress Charts

Clear away all grease, stain and dirt in the stove.

Clean the trolley/carts.

Clean and check tools, machines, supplies, materials

Sanitize garbage receptacles

MONTHLY TASK
YES
Conduct inventory

Clean and arrange tool room

Inspect electrical system; clean cables, wires

Clean instructional materials & modules; arrange and put in
order

Inspect and clean air-conditioning equipment filter; clean body

Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
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NO
NO
NO
Template #5
EQUIPMENT MAINTENANCE SCHEDULE
EQUIPMENT TYPE
Bussing Trolley
EQUIPMENT CODE
0001
LOCATION
Practical area
Schedule for the Month of March
ACTIVITIES
1. Check the
divider/ wall
separation
MANPOW Daily
ER
Every
Other
Day
Week
ly
Ever Monthly Remarks
y
15th
Day
JM Dela
Cruz
• Parts are well
secured to
hold cutleries,
glassware and
chinaware
2.Check the
wheel
Mica Joy
Castro
• Apply oil to
the wheels to
prevent
rusting
• Avoid hair
strands on the
wheel
3. .Check/clean
the trolleys
Maricel
Cando
• Free from dust
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date Developed:
Date Revised:
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Template #6
WORKSHOP INSPECTION CHECKLIST
Qualification Food and Beverage Service NC II
Area/Section Practical Area
In-Charge
M. Aquino
YES
NO
INSPECTION ITEMS

1. Did you cleaned and sanitized equipment?

2. Did you store glasses and cups upside-down?

3. Did you have shelved and flatware containers emptied?

4. Did you keep the dish storage clean at all times?

5. Did you sweep the floor dry if it is wet?

6. Did you clear away all the grease, stain and dirt in the
stoves regularly?

7. Did you switched off all the gas operated kitchen
equipment after using?

8. Did you return the tools, equipment in its proper
places?

9. Did the garbage receptacles were sanitized?

10. Did you update the progress chart were cleaned?

11. Did you inspect the air conditioning equipment?

12. Did you clean, check and maintain tool room?

13. Did the tools, machine supplies and materials were
cleaned and sanitized?

14. Did you turn off and pull the plug of a machine before
cleaning and assembling?

15. Did you conduct monthly inventory?
Remarks:
Inspected by: Judy C. Cruz
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date: Nov.10, 2016
Date Developed:
Date Revised:
Developed by:
Michelle
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Cortez
Document No.
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Template #7
EQUIPMENT MAINTENANCE INSPECTION CHECKLIST
Equipment Type
:
Property Code/Number :
Location
:
YES NO
Bussing trolley
0001
Demonstration Area
INSPECTION ITEMS
 Did you check the wheels of a trolley weekly?
 Did you inspect the divider / wall separation to secure the
soiled dishes?
 Did you clean the trolley?
Remarks:
Inspected by: Ms. Judy C. Cruz
Curriculum
Based Learning
Materials for
Food and
Beverages NC II
Date: Sept. 11, 2016
Date Developed:
Date Revised:
Developed by:
Michelle
A.
Cortez
Document No.
Issued by:
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100 of
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Revision