STUDY GUIDE
Blended Online
Food and Beverage Services NCII
Prepared by: Tracy Z. Polintang
INTRODUCTION
Welcome to Food and Beverage Services NCII Blended Online Training. Food and Beverage
Services NCII consists of competencies that a person must achieve to provide food and
beverage service to guests in various food and beverage service facilities.
OBJECTIVES:
At the end of this module, you should be able to:
1.
2.
3.
4.
5.
6.
Prepare the dining room/restaurant area for service
Welcome guests and take food and beverage orders
Promote food and beverage products
Provide food and beverage services to guests
Provide room service
Receive and handle guest concerns
KEY CONCEPTS
Basic Competencies
1. Participate in workplace communication

Obtain and convey workplace information

Perform duties following workplace instructions

Complete relevant work related documents

Identify routine problems*

Look for solutions to

routine problems*

Recommend solutions to problems*

Identify opportunities to do things better*

Discuss and develop ideas with others*

Integrate ideas for change in the workplace*.
2. Work in team environment

Describe team role and scope.

Identify one’s role and responsibility within team

Work as a team member

Gather data/ information*

Assess gathered data/ information*

Record and present information*

Identify the efficiency and effectiveness of resource utilization*

Determine causes of inefficiency and/or ineffectiveness of resource utilization*

Convey inefficient and ineffective environmental practices*
3. Practice career professionalism

Integrate personal objectives with organizational goals

Set and meet work priorities

Maintain professional growth and development

Manage one’s emotion*

Develop reflective practice*

Boost self-confidence and develop self-regulation*

Apply entrepreneurial workplace best practices*

Communicate entrepreneurial workplace best practices*

Implement cost-effective operation*
4. Practice occupational health and safety procedures

Identify hazards and risks

Evaluate hazards and risks

Control hazards and risks

Prepare OSH requirements for compliance

Perform tasks in accordance with relevant OSH policies and procedures
Common Competencies
1. Develop and update industry knowledge
 Seek information on the industry
 Update industry knowledge
 Develop and update local knowledge
 Promote products and services to customers
2. Observe workplace hygiene procedures

Follow hygiene procedures

Identify and prevent hygiene risks
3. Perform computer operations
 Plan and prepare for task to be undertaken
 Input data into computer
 Access information using computer
 Produce/output data using computer system
 Maintain computer equipment and systems
4. Perform work place and safety practices
 Follow workplace procedures for health, safety and security practices
 Perform child protection duties relevant to the tourism industry
 Observe and monitor people
 Deal with emergency situations
 Maintain safe personal presentation standards
 Maintain a safe and secure workplace
5. Provide effective customer service
 Greet customer
 Identify needs of customers
 Deliver service to customer
CORE COMPETENCIES
1. Prepare the dining room/restaurant area for service
 Take table reservations
 Prepare service stations and equipment
 Set up the tables in the dining area
 Set the mood/ambiance of the dining area
2. Welcome guests and take food and beverage orders
 Welcome and greet guests
 Seat the guests
 Take food and beverage orders
 Liaise between kitchen and service areas
3. Promote food and beverage products
 Know the product
 Undertake Suggestive selling
 Carry out Upselling strategies
4.
Provide food and beverage services to guests







5.
Provide room service





6.
Serve food orders
Assist the diners
Perform banquet or catering food service
Serve Beverage Orders
Process payments and receipts
Conclude food service and close down dining area
Manage intoxicated persons
Take and process room service orders
Set up trays and trolleys
Present and serve food and beverage orders to guests
Present room service account
Clear away room service equipment
Receive and handle guest concerns




Listen to the complaint
Apologize to the guest
Take proper action on the complaint
Record complaint
LEARNING RESOURCES
1.
2.
3.
4.
5.
6.
Learning Materials uploaded (Online presentation)
Webinars/ Online Virtual Meetings
Demonstration Videos
Task Sheets and Performance Criteria Checklist
Moodle LMS
Google Meet, Zoom, Facebook Messenger, YouTube
STUDY QUESTIONS
CORE COMPETENCY
Unit 1. Prepare the Dining Room/ Restaurant Area for Service
1.
2.
3.
4.
How to take table reservation?
What are the details you must take in table reservation?
What are the different styles of napkin folds?
What are the different types of service?
5.
6.
7.
8.
9.
What are the different types of glassware?
What are the different types of cutleries/silverwares?
What are the different types of dinnerwares?
What are the different table skirting styles?
What are the banquet set-up styles?
Unit 2. Welcome Guests and Take Food and Beverage Orders
1.
2.
3.
4.
5.
6.
What are the procedures in welcoming and greeting the guests?
What are the basic menu types?
What are the order taking procedure?
What is suggestive selling?
What is upselling?
What are the sequence of food service?
Unit 3. Promote Food and Beverage Products
1.
2.
3.
4.
What are the types of menu?
What is food pairing?
What are the suggestive selling techniques?
What is beverage pairing?
Unit 4. Provide Food and Beverage Services to Guests
1.
2.
3.
4.
5.
6.
7.
What are the different food service styles?
What are the sequence of service?
What are the different types of wine?
What are the sequence of wine service?
What is the proper way of carrying plates and tray?
How to handle guests with special needs?
How to manage intoxicated guest?
Unit 5. Provide Room Service
1.
2.
3.
4.
How to take room service order?
What are the payment methods in room service?
How to set up tray and trolley?
What is room service procedure?
Unit 6. Receive and Handle Guest Concern
1.
2.
3.
4.
What are the basic problem-solving skills ?
How to handle guest with special needs?
How to deal with difficult guest?
How to record complaint?
ACTIVITIES
A. Online Activities
1. Orientation Program
 Attend the Trainees Induction Program to be held via Google Meet Webinar
 Sign in Learning Management System, https://brightwellbatangas.gnomio.com/
then Read the Study Guide.
 Participate in the Discussion forum
 Answer Self-Introduction
 Take the Pretest Exam
2. Daily Webinars (9:00 AM) – Attendance is checked
3. Online learning activities. Lecture and discussion on the following shall be conducted.





Read eLearning contents in books and presentation
View videos
Use interactive eLearning materials
Take quizzes – Graded
Participate in Forums – Required*
*Note: A certificate of completion shall be awarded to learners who will complete all the
activities required.
4. Offline learning activities. (Individual or Group)
 Observe Trainer’s lecture and demonstration.
 Learners’ practice sessions and coaching
 The learner shall refer to the Task Sheet/ for his/her hands-on exercises.
5. Institutional Assessment
 Online. The learner shall refer to the LMS for online exam.
 Offline. The learner shall refer to the Job Sheet/ for his/her hands-on exercises.
STUDY GUIDE
Date/
Period
Day 1
Topic
Activity
Venue
and
Time
No. of
Hours
Trainees Induction Program
Google
Meet
09:00
AM
1 hour
Orientation

Read Study Guide
LMS
30
mins.
Participate in the Discussion
Forum – Self-Introduction
LMS
20
mins.
Take Pretest
LMS
30
mins.
LMS
5 hour
Read books, watch videos in
https://brightwellbatangas.gnomio.com/
BASIC
COMPETENCIES
Unit 1:
Participate in
Workplace
Communication


Participate in interactive learning
activities ( if any)
https://brightwellbatangas.gnomio.com/
Take graded quizzes
https://brightwellbatangas.gnomio.com/

Perform Task Sheets

Take Institutional Assessment.
https://brightwellbatangas.gnomio.com/
https://brightwellbatangas.gnomio.com/


Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/

Unit 2:
Work in Team
Environment


Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Take graded quizzes
LMS
Google
Meet
4 hour
LMS
4 hours
https://brightwellbatangas.gnomio.com/
Perform Task Sheets
https://brightwellbatangas.gnomio.com/

Take Institutional Assessment.
https://brightwellbatangas.gnomio.com/
Day 2

Read books, watch videos in
https://brightwellbatangas.gnomio.com/

Unit 3. Practice
Career
Professionalism



Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Take graded quizzes
https://brightwellbatangas.gnomio.com/
Perform Task Sheets
https://brightwellbatangas.gnomio.com/
Take Institutional Assessment.
https://brightwellbatangas.gnomio.com/


Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/

Unit 4. Practice
Occupational
Health and Safety 
Procedures

Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Take graded quizzes
https://brightwellbatangas.gnomio.com/
Google
Meet
5 hours
LMS
Perform Task Sheets
https://brightwellbatangas.gnomio.com/

Day 3
Take Institutional Assessment.
https://brightwellbatangas.gnomio.com/

Read books, watch videos in
https://brightwellbatangas.gnomio.com/
COMMON
COMPETENCIES


Unit 1.
Develop and Update
Industry Knowledge 

Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
4 hours
Take graded quizzes
https://brightwellbatangas.gnomio.com/
LMS
Perform Task Sheets
https://brightwellbatangas.gnomio.com/
Take Institutional Assessment.
https://brightwellbatangas.gnomio.com/


Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/

Unit 2.
Observe Workplace 
Hygiene Procedures
Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Take graded quizzes
https://brightwellbatangas.gnomio.com/

Perform Task Sheets

Take Institutional Assessment.
Day 4
Google
Meet
4 hours
LMS
https://brightwellbatangas.gnomio.com/
https://brightwellbatangas.gnomio.com/

Read books, watch videos in
https://brightwellbatangas.gnomio.com/

Unit 3.
Perform Computer
Operations



Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Take graded quizzes
https://brightwellbatangas.gnomio.com/
Perform Task Sheets
https://brightwellbatangas.gnomio.com/
Take Institutional Assessment.
https://brightwellbatangas.gnomio.com/
LMS
4 hours


Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/
Unit 4.
Perform
Workplace and
Safety Practices

Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/

Take graded quizzes
https://brightwellbatangas.gnomio.com/

Google
Meet
3 hours
LMS
Perform Task Sheets
https://brightwellbatangas.gnomio.com/

Take Institutional Assessment.
https://brightwellbatangas.gnomio.com/

Day 5
Read books, watch videos in
https://brightwellbatangas.gnomio.com/

Unit 5.
Provide Effective 
Customer Service


Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Take graded quizzes
LMS
3 hours
https://brightwellbatangas.gnomio.com/
Perform Task Sheets
https://brightwellbatangas.gnomio.com/
Take Institutional Assessment.
https://brightwellbatangas.gnomio.com/

CORE

COMPETENCIES

Day 6
Prepare the
dining
room/restaurant
area for service

LO2.
Prepare service
stations and
equipment
Read books, watch videos in
Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Take graded quizzes
LMS
8 hours
https://brightwellbatangas.gnomio.com/

Perform Task Sheet
https://brightwellbatangas.gnomio.com/


Day 7
and
Day 8
Google
Meet
https://brightwellbatangas.gnomio.com/

LO1.
Take table
reservations
Introduction to Core Competency
Group discussion and interaction
Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/


Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Take graded quizzes
https://brightwellbatangas.gnomio.com/

Perform Task Sheet
Google
Meet
LMS
16hours
https://brightwellbatangas.gnomio.com/


Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/

Day 9
to Day
11
LO3.
Set up the tables
in the dining area


Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Take graded quizzes
https://brightwellbatangas.gnomio.com/
Google
Meet
24
hours
LMS
Perform Task Sheet
https://brightwellbatangas.gnomio.com/


Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/

Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Day 12
and
Day 13

LO4.
Set the
mood/ambiance of 
the dining area

Take graded quizzes
https://brightwellbatangas.gnomio.com/
Take Institutional Assessment
https://brightwellbatangas.gnomio.com/
Perform Job Sheet
Google
Meet
LMS
16
hours
https://brightwellbatangas.gnomio.com/
Day 14

Welcome guests 
and take food
and beverage

orders
LO1.
Welcome and
greet guests


Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/
Participate in interactive learning
activities ( if any )
Google
Meet
8 hours
https://brightwellbatangas.gnomio.com/
Take graded quizzes
LMS
https://brightwellbatangas.gnomio.com/
Perform Task Sheet
https://brightwellbatangas.gnomio.com/


Day 15
Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/
LO2.
Seat the guests

Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/

Take graded quizzes
https://brightwellbatangas.gnomio.com/
Google
Meet
LMS
8 hours

Perform Task Sheet
https://brightwellbatangas.gnomio.com/


Day 16
and
Day 17
Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/

LO3.
Take food and
beverage orders

Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Google
Meet
LMS
Take graded quizzes
12
hours
https://brightwellbatangas.gnomio.com/

Perform Task Sheet
https://brightwellbatangas.gnomio.com/



Day 17
and day
18
Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/

LO4.
Liaise between
kitchen and
service areas



Participate in interactive learning
activities ( if any )
Google
Meet
https://brightwellbatangas.gnomio.com/
Take graded quizzes
LMS
https://brightwellbatangas.gnomio.com/
Take Institutional Assessment
https://brightwellbatangas.gnomio.com/
7 hours
Perform Job Sheet
https://brightwellbatangas.gnomio.com/


Promote food and
beverage products 
Day 18
and
Day 19
LO1. Know the
product


Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/
Participate in interactive learning
activities ( if any )
Google
Meet
8 hours
https://brightwellbatangas.gnomio.com/
Take graded quizzes
LMS
https://brightwellbatangas.gnomio.com/
Perform Task Sheet
https://brightwellbatangas.gnomio.com/
Day 19
and
Day 20


LO2.
Undertake

Suggestive selling

Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/
Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Take graded quizzes
Google
Meet
12
hours
https://brightwellbatangas.gnomio.com/

LMS
Perform Task Sheet
https://brightwellbatangas.gnomio.com/


Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/
Day 21
and
Day 22

LO3. Carry out
Upselling
strategies
Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/



Google
Meet
Take graded quizzes
https://brightwellbatangas.gnomio.com/
Take Institutional Assessment
10
hours
LMS
https://brightwellbatangas.gnomio.com/
Perform Job Sheet
https://brightwellbatangas.gnomio.com/


Day 22
to
Day 24
Provide food and
beverage

services to
guests

LO1.
Serve food orders 
Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/
Participate in interactive learning
activities ( if any )
Google
Meet
https://brightwellbatangas.gnomio.com/
Take graded quizzes
https://brightwellbatangas.gnomio.com/
18
hours
LMS
Perform Task Sheet
https://brightwellbatangas.gnomio.com/


Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/
Day 25
and

LO2.
Assist the diners


Day 26
Participate in interactive learning
activities ( if any )
Google
Meet
https://brightwellbatangas.gnomio.com/
Take graded quizzes
https://brightwellbatangas.gnomio.com/
12
hours
LMS
Perform Task Sheet
https://brightwellbatangas.gnomio.com/
Day 26
and
Day 28
LO3.
Perform banquet
or catering food
service


Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/

Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Google
Meet
LMS
16
hours





Take graded quizzes
https://brightwellbatangas.gnomio.com/
Perform Task Sheet
https://brightwellbatangas.gnomio.com/
Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/
Day 28
and
Day 29

LO4.
Serve Beverage
Orders
Participate in interactive learning
activities ( if any )
Google
Meet
https://brightwellbatangas.gnomio.com/





Take graded quizzes
https://brightwellbatangas.gnomio.com/
12
hours
LMS
Perform Task Sheet
https://brightwellbatangas.gnomio.com/
Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/
Day 30

LO5.
Process payments
and receipts

Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Take graded quizzes
https://brightwellbatangas.gnomio.com/

Google
Meet
8
hours
LMS
Perform Task Sheet
https://brightwellbatangas.gnomio.com/



Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/
Day 31
and
Day 32
LO6.
Conclude food
service and close
down dining area



Day 32
and
Day 33
LO7.
Manage
intoxicated
persons



Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Take graded quizzes
https://brightwellbatangas.gnomio.com/
LMS
https://brightwellbatangas.gnomio.com/
Group discussion and interaction
Read books, watch videos in
Google
Meet
Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/

14
hours
Perform Task Sheet
https://brightwellbatangas.gnomio.com/

Google
Meet
Take graded quizzes
LMS
8
hours
https://brightwellbatangas.gnomio.com/

Take Institutional Assessment
https://brightwellbatangas.gnomio.com/

Perform Job Sheet
https://brightwellbatangas.gnomio.com/
Day 33
to
Day 36
Provide room
service
LO1. Take and
process room
service orders


Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/



Participate in interactive learning
activities ( if any )
Google
Meet
https://brightwellbatangas.gnomio.com/
Take graded quizzes
https://brightwellbatangas.gnomio.com/
24
hours
LMS
Perform Task Sheet
https://brightwellbatangas.gnomio.com/


Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/

Day 36
and
Day 37
LO2.
Set up trays and
trolleys

Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Take graded quizzes
https://brightwellbatangas.gnomio.com/

Google
Meet
12
hours
LMS
Perform Task Sheet
https://brightwellbatangas.gnomio.com/


Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/
Day 38
to
Day 40
LO3.

Present and serve
food and beverage
orders to guests 

Participate in interactive learning
activities ( if any )
Google
Meet
https://brightwellbatangas.gnomio.com/
Take graded quizzes
https://brightwellbatangas.gnomio.com/
22
hours
LMS
Perform Task Sheet
https://brightwellbatangas.gnomio.com/
Day 40
and
Day 41
LO4.
Present room
service account


Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/

Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Google
Meet
LMS
12
hours





Take graded quizzes
https://brightwellbatangas.gnomio.com/
Perform Task Sheet
https://brightwellbatangas.gnomio.com/
Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/
Day 42

LO5.
Clear away room 
service equipment


Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Take graded quizzes
Google
Meet
https://brightwellbatangas.gnomio.com/
8
hours
Take Institutional Assessment
https://brightwellbatangas.gnomio.com/
LMS
Perform Job Sheet
https://brightwellbatangas.gnomio.com/


Day 43
Receive and
handle guest
concerns
LO1.
Listen to the
complaint
Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/


Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Take graded quizzes
https://brightwellbatangas.gnomio.com/

Google
Meet
8
hours
LMS
Perform Task Sheet
https://brightwellbatangas.gnomio.com/



Day 44
Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/

LO2.
Apologize to the
guest



Day 44
and
Day 45

LO3.
Take proper action 
on the complaint
Participate in interactive learning
activities ( if any )
Google
Meet
https://brightwellbatangas.gnomio.com/
Take graded quizzes
https://brightwellbatangas.gnomio.com/
5
hours
LMS
Perform Task Sheet
https://brightwellbatangas.gnomio.com/
Group discussion and interaction
Read books, watch videos in
Google
Meet
https://brightwellbatangas.gnomio.com/
LMS
8
hours



Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Take graded quizzes
https://brightwellbatangas.gnomio.com/
Perform Task Sheet
https://brightwellbatangas.gnomio.com/



Day 45
Group discussion and interaction
Read books, watch videos in
https://brightwellbatangas.gnomio.com/

LO4.
Record complaint



Participate in interactive learning
activities ( if any )
https://brightwellbatangas.gnomio.com/
Take graded quizzes
Google
Meet
https://brightwellbatangas.gnomio.com/
Take Institutional Assessment
https://brightwellbatangas.gnomio.com/
LMS
Perform Job Sheet
https://brightwellbatangas.gnomio.com/
REFERENCES:
1.
2.
3.
4.
Training Regulation. Food and Beverage Services NCII
Competency-Cased Curriculum. Food and Beverage Services NCII
Competency-Based Learning Material. Food and Beverage Services NCII
Training Plan.
 Blended Online
PREPARED BY:
Tracy Z. Polintang
4
hours