TESDA-OP CO-01-F11
(Rev.No.00-03/08/17)
COMPETENCY-BASED CURRICULUM
A. Course Design
Course Title:
FOOD AND BEVERAGE SERVICES
Nominal Duration:
357 Hours
Basic Competencies Common Competencies Core Competencies -
Qualification Level:
Course Description:
19 hours
18 hours
320 hours
NC II
This course is designed to enhance the
knowledge, skills and attitudes in FOOD AND
BEVERAGE SERVICES NC II in accordance
with industry standards. It covers the basic,
common and core competencies required in
the delivery of food and beverage service in
various foodservice facilities. It covers the
core competencies on preparing the dining
room for service, welcoming guests and
taking food and beverage orders, promoting
food and beverage products, providing food
and beverage service to guests, providing
room service, and receiving and handling
guest concerns.
TRAINEE ENTRY REQUIREMENTS
Trainees or students who wish to enter training leading to these qualifications
should possess the following requirements:

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
can communicate in basic English either oral and written at least 10-year basic
education graduate
can perform basic mathematical computation
with basic knowledge on internet access and navigation
Course Structure
Basic Competencies
19 Hours
Unit of Competency
Module Title
Learning Outcomes
1.Participate in
workplace
communication
1.1 Participating in
workplace
communication
2. Work in a team
environment
2.1 Working in a team
environment
3. Solve/address
routine problems
3.Solving/addressing
routine problems
4. Develop Career
and Life Decisions
4.1 Develop Career
and Life Decisions
5. Contribute to
workplace innovation
5.1 Contributing to
workplace innovation
6.Present relevant
information
6.1 Presenting
relevant information
1.1.1 Obtain and
convey workplace
information
1.1.2 Perform
duties following
workplace instructions
1.1.3 Complete
relevant work related
documents
2.1.1 Describe team
role and scope
2.1.2 Identify one’s
role and responsibility
within a team
2.1.3 Work as a
team member
3.1.1 Identify routine
problems
3.1.2 Look for
solutions to routine
problems
3.1.3 Recommend
solutions to problems
3.1.4 Understand basic
labor education based
on the labor code of
the Philippines
4.1.1 Manage one’s
emotion
4.1.2 Develop
reflective practice
4.1.3 Boost selfconfidence and
develop self-regulation
5.1.1 Identify
opportunities to do
things better
5.1.2 Discuss and
develop ideas with
others
5.1.3 Integrate ideas
for change in the
workplace.
6.1.1 Gather data/
information
Nominal
Duration
2 Hours
2 Hours
3 Hours
2 Hours
2 Hours
2 Hours
7.Practice
Occupational Safety
and Health Policies
And Procedures
7.1 Practice
Occupational Safety
and Health Policies
And Procedures
8.Exercise Efficient
and Effective
Sustainable
Practices in the
Workplace
8.1 Exercising
Efficient and Effective
Sustainable Practices
in the Workplace
9.Practice
Entrepreneurial Skills
in the Workplace
9.1 Practicing
Entrepreneurial Skills
in the Workplace
6.1.2 Assess gathered
data/ information
6.1.3 Record and
present information
7.1.1 Identify OSH
compliance
requirements
7.1.2. Prepare OSH
requirements for
compliance
7.1.3 Perform tasks in
accordance with
relevant OSH policies
and procedures
8.1.1 Identify the
efficiency and
effectiveness of
resource utilization
8.1.2 Determine
causes of inefficiency
and/or ineffectiveness
of resource utilization.
8.1. 3. Convey
inefficient and
ineffective
environmental
practices
9.1.1 Apply
entrepreneurial
workplace best
practices
9.1. 2. Communicate
entrepreneurial
workplace best
practices
9.1.3 Implement costeffective operations
2 Hours
2 Hours
2 Hours
Common Competencies
18 hours
Unit of
Competency
Develop and
update industry
knowledge
Module Title
Developing and
updating
industry
knowledge
Learning Outcomes
1.1
1.2
1.3
Seek information on the
industry
Update continuously
relevant industry
knowledge
Develop and update local
knowledge
Nominal
Duration
2 hours
1.4
Observe workplace
hygiene procedures
Perform computer
operations
Observing
workplace
hygiene
procedures
Performing
computer
operations
Perform workplace
Performing
and safety practices workplace and
safety practices
Provide effective
customer service
Providing
effective
customer service
Promote products and
services to customers
2.1 Follow hygiene
procedures
2.2 Identify and prevent
hygiene risk
Plan and prepare task
to be undertaken
3.2 Input data into a
computer
3.3 Assess information
using computer
3.4 Produce/ output data
using computer system
3.5 Maintain computer
system
4.1 Follow workplace
procedures for health,
safety and security
practices.
4.2 Perform child protection
duties relevant to the
tourism industry
4.3 Observe and monitor
people
4.4 Deal with emergency
Situations
4.5 Maintain safe personal
presentation standards
4.6 Maintain a safe and
secure workplace
5.1 Greet customers
5.2 Identify needs of
customers
5.3 Deliver service to
customer
5.4 Handle queries
through use of common
business tools and
technology
5.5 Handle complaints/
conflict situations,
evaluation and
recommendations
2 hours
3.1
6 hours
2 hours
6 hours
Core Competencies
320 hours
Unit of
Competency
Prepare the
dining room/
restaurant area
for service
Welcome guests
and take food
and beverage
orders
Module Title
Learning Outcomes
Preparing the
dining room/
restaurant area
for service
1.1 Take table reservation
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
2.1 Welcome and greet guests
2.2 Seat the guest
2.3 Take food and beverage
orders
2.4 Liaise between kitchen and
service areas
3.1 Know the product
3.2 Undertake Suggestive selling
3.3 Carry out Upselling strategies
Welcoming
guests and
take food and
beverage
orders
Promote food and Promoting food
beverage
and beverage
products
products
Provide food and
beverage
services to
guests
Provide room
service
Receive and
handle guest
concerns
Providing food
and beverage
services to
guests
Providing room
service
Receiving and
handling guest
concerns
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 Process payments and
receipts
4.6 Conclude food service
and close down dining
area
4.7 Manage intoxicated
persons
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 com
plaint
6.2 Apologize to the
guest
Nominal
Duration
50 hours
50 hours
50 hours
60 hours
60 hours
50 hours
6.3 Take proper action on the
complaint
6.4 Record complaint
ASSESSMENT METHODS:
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





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Online Demonstration with oral questioning
Online Interview
Online test
Third-party report submitted via online
Online Role play involving the participation of individual member to the attainment
of organizational goal
Online Case studies and scenarios as a basis for discussion of issues and
strategies in teamwork
Online Socio-drama and socio-metric methods
Online Sensitivity techniques formulation
Online Life Narrative Inquiry
Online Socio-drama and socio-metric methods
Online standardized Test
Online Demonstration or simulation with oral questioning
Online Case problems involving work improvement and sustainability issues
Online Psychological and behavioral Interviews.
Online Performance Evaluation.
Online Life Narrative Inquiry.
Online Review of portfolios of evidence and third-party workplace reports of
on-the-job performance.
Online Sensitivity analysis.
Online Organizational analysis.
Online Standardized assessment of character strengths and virtues applied.
Demonstration with oral questioning
Written examination
COURSE DELIVERY: Blended Learning Delivery Mode
The delivery of training shall adhere to the design of the curriculum. Delivery shall be
guided by the principles of competency based TVET.
a.
Course design is based on competency standards set by the industry or
recognized industry sector; (Learning system is driven by competencies written to
industry standards)
b.
Training delivery is learner-centered and should accommodate individualized and
self-paced learning strategies;
c.
Training can be done on an actual workplace setting, simulation of a workplace
and/or through adoption of modern technology.
d.
Assessment is based in the collection of evidence of the performance of work to
the industry required standards;
e.
Assessment of competency takes the trainee’s knowledge and attitude into
account but requires evidence of actual performance of the competency as the primary
source of evidence.
f.
Training program allows for recognition of prior learning (RPL) or current
competencies.
g. Training completion is based on satisfactory performance of all specified
competencies.
2. The competency-based TVET system recognizes various types of delivery modes,
both on-and off-the-job as long as the learning is driven by the competency standards
specified by the industry. The following training modalities and their variations/
components may be adopted singly or in combination with other modalities when
designing and delivering training programs:
•
Institution- Based: • The Flexible Learning delivery modality may be enhanced
through use of learner-centered methods as well as laboratory or field-work
components.
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Online Interaction
Online Lecture-Discussion
Online Role Play/Simulation
Group discussion
Interaction
Practical Application
Demonstration
Online Group Discussion
RESOURCES:
Recommended list of tools, equipment and materials for the training of 25
trainees for Food and Beverage Services NC II.
WAITERING TOOLS, MATERIALS AND EQUIPMENT
QTY
DINNERWARE
QTY
24
pcs
Dinner plates, 10”
24
CUTLERIES
Dinner knives
QTY
24
GLASSWARE
Red wine glasses
pcs
pcs
White wine glasses
6
pcs
Show/service
plates, 11-14-1216”
24
pcs
Dinner forks
24
pcs
24
pcs
Salad plates 7-8”
24
pcs
Salad knives
24
pcs
Water goblets
24
pcs
Fish plates, 8-9”
24
pcs
Salad forks
24
pcs
Juice glasses/Hi ball
24
pcs
Dessert plates, 78”
24
pcs
Fish knives
24
pcs
Champagne flute
24
pcs
Side plates or
bread plates, 6”
24
pcs
Fish forks
24
pcs
Collins glasses
24
pcs
Soup plate/bowl
24
pcs
Soup spoons (cream
and consume)
24
pcs
Pilsner glasses/Ice tea
glasses
24
pcs
Cups and saucers
5-6 oz
24
pcs
Dessert spoons
12
pcs
Consommé cup
24
pcs
Dessert forks
24
pcs
Teaspoons
24
pcs
Cocktail forks
QTY
OTHER
ACCESSORIES
QTY
OTHER
SERVICEWARE
2
Coffee pot
units
6
pcs
Service forks
6
pcs
Service spoons
24
pcs
Steak knives
24
Pcs
Butter knives
24
pcs
Oyster forks
QTY
4
pcs
54”X54 tablecloth
2
pcs
Menu Folders
2
Tea pot
units
2
pcs
Table skirting cloths
2
pcs
Order pads
4
pcs
Salt and Pepper
shakers
2
pcs
Rectangular table
cloths
2
pcs
Bill folder/change trays
6
pcs
Rectangular tray
4
pcs
Side towels
1
unit
Waiter station/cabinet
8
pcs
Silver platters
30
pcs
16” x16” Cloth Table
napkin
2
pcs
Tray stand
8
Pcs
Round (bar) trays
4
pcs
Tooth pick holders
6
pcs
Napkin holders
1
Point of Sale (POS)
5
pcs
Sugar containers
1
unit
Room Service Trolley
5
pcs
Creamer
containers
4
pcs
Sauce/gravy boats
4
pcs
Soup tureen
2
pcs
Peppermill
4
pcs
Square/rectangular
tables (4’s/6’s)
2
pcs
Food tongs
2
pcs
round tables (8’s)
4
pcs
Sauce ladles
36
pcs
Dining/Banquet chairs
2
pcs
Soup ladles
2
pcs
Rectangular
table/buffet table
2
pcs
Cake servers
2
pcs
Round table cloth – 8
seater
6
pcs
Water pitchers
8
Pcs
Food Cover
(different sizes)
QTY
EQUIPMENT
2
Oval Tray
pcs
2
Wine bucket with
stand
sets
4
Cork’s crew or waiter’s
pcs friend
1
pc
Decanter (optional)
4
pcs
Bread basket
1
Wine basket (optional)
TABLES/CHAIRS
2
pcs
Ice buckets with
tongs
ADDITIONAL RESOURCES FOR ONLINE LEARNING
TOOLS
EQUIPMENT
RESOURCES
LMS – Google
INTERNET connection for eLearning materials in the
Classroom
LMS
LMS
Zoom / Google Meet
Computer unit
Video and audio materials
FOOD AND BEVERAGE SERVICES NC II
Based on a class intake of 25 students/trainees.
Size in Meters
Area in Sq.
Meters
Total Area in
Sq. Meters
Lecture/Laboratory Area
5 x 10
50
50
Wash Room
2x5
10
10
Tool Room/Supply Room
5x4
20
20
Circulation Area
5x5
25
25
Space Requirement
Total Workshop Area:
105
TRAINERS QUALIFICATIONS
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
Must be a holder of National TVET Trainers Certificate (NTTC) Level I in
Food and Beverage Services NC II
Must have at least 2 years industry experience in the related field
Must have attended and/or has been involved in food and beverage service
trainings, seminars, conventions or related activities in the last 5 years
Must have certificate of Completion in COVID-19 Preventive Measures in the
workplace,
Must have certificate of Training in Facilitate E-Learning Sessions.
A. Modules of Instruction
Basic Competencies:
Unit of Competency: Participate in workplace communication
Module Title:
Participating in workplace communication
Module Descriptor: This unit covers the knowledge, skills and attitudes required to
gather, interpret and convey information in response to workplace
requirements
Nominal Duration:
2 Hours
Summary of Learning Outcomes:
LO1: Obtain and convey workplace information
LO2: Perform duties following workplace instructions
LO3: Complete relevant work-related documents
Details of Learning Outcomes:
LO1:
Obtain and convey workplace information
Assessment
Criteria
1.1 Specific and
relevant information
is accessed from
appropriate sources
1.2 Effective
questioning, active
listening and
speaking skills are
used to gather and
convey information
1.3 Appropriate
medium is used to
transfer information
and ideas
1.4 Appropriate nonverbal
communication is
used
1.5 Appropriate lines
of communication
with supervisors and
colleagues are
identified and
followed
1.6 Defined
workplace
procedures for the
location and storage
of information are
used
Contents
Conditions
Methodologies
Required
knowledge
1.1 Effective
verbal and
nonverbal
communication
1.2 Different
modes of
communication
1.3 Medium of
communication
in the
workplace
1.41.4
Organizational
policies
1.51.5
Communication
procedures and
systems
1.6 Lines of
Communication
1.7 Technology
relevant to the
enterprise and
the individual’s
work
responsibilities
1.8 Workplace
etiquette
The following
resources
should be
provided:
 Fax
machine
 Telephone
 Notebook
 Writing
materials
 Computer
with
Internet
connection
 Web based
applications
 Online Group
discussion
 Online Lecture
 Online
Demonstration
Assessment
Methods
Competency in
this unit may be
assessed
through:
 Online
Demonstration
with oral
questioning
 Online
Interview
 Online test
 Third-party
report
submitted via
online
Required
skills and
attitudes
1.1 Following
simple spoken
language
1.2 Performing
routine
workplace
duties following
simple written
notices
1.31.3
Participating in
workplace
meetings and
discussions
1.4 Preparing
workrelated
documents
1.5 Estimating,
calculating and
recording
routine
workplace
measures
1.6 Relating/
Interacting with
people of
various levels
in the
workplace
1.7 Gathering
and providing
basic
information in
response to
workplace
requirements
1.8 Basic
business
writing skills
19
Interpersonal
skills in the
workplace
2.0 Activelistening skills
LO2:
Perform duties following workplace instructions
Assessment
Criteria
2.1 Written notices
and instructions are
read and interpreted
in accordance with
organizational
guidelines
2.2 Routine written
instruction are
followed based on
established
procedures
2.3 Feedback is
given to workplace
supervisor based
instructions/
information received
2.4 Workplace
interactions are
conducted in a
courteous manner
2.5 Where
necessary,
clarifications about
routine workplace
procedures and
matters concerning
conditions of
employment are
sought and asked
from appropriate
sources
2.6 Meetings
outcomes are
interpreted and
implemented
Contents
Required
knowledge
2.1. Effective
verbal and nonverbal
communication
2.2 Different
modes of
communication
2.3 Medium of
communication
in the
workplace
2.42.4
Organizational/
Workplace
policies
2.52.5
Communication
procedures and
systems
2.6 Lines of
communication
2.7 Technology
relevant to the
enterprise and
the individual’s
work
responsibilities
2.8 Effective
questioning
techniques
(clarifying and
probing)
2.9 Workplace
etiquette
Required
skills and
attitudes
Effective verbal
and non-verbal
communication
2.2 Different
modes of
communication
2.3 Medium of
Conditions
Methodologies
The following
resources
should be
provided:
 Fax
machine
 Telephone
 Notebook
 Writing
materials
 Computer
with
Internet
connection
 Web based
applications
 Online Group
discussion
 Online Lecture
 Online
Demonstration
Assessment
Methods
Competency in
this unit may be
assessed
through:
 Online
Demonstration
with oral
questioning
 Online
Interview
 Online test
 Third-party
report
submitted via
online
communication
in the
workplace
2.4
Organizational/
Workplace
policies
2.5
Communication
procedures and
systems
2.6 Lines of
communication
2.7 Technology
relevant to the
enterprise and
the individual’s
work
responsibilities
2.8 Effective
questioning
techniques
(clarifying and
probing)
2.9 Workplace
etiquette
LO3:
Complete relevant work-related documents
Assessment
Criteria
3.1 Range of forms
relating to conditions
of employment are
completed
accurately and
legibly
3.2 Workplace data
is recorded on
standard workplace
forms and
documents
3.3 Errors in
recording
information on
forms/ documents
are identified and
acted upon
3.4 Reporting
requirements to
supervisor are
completed according
Contents
Required
knowledge
3.1 Effective
verbal and nonverbal
communication
3.2 Different
modes of
communication
3.3 Workplace
forms and
documents
3.4
Organizational/
Workplace
policies
3.5
Communication
procedures and
systems
Conditions
Methodologies
The following
resources
should be
provided:
 Fax
machine
 Telephone
 Notebook
 Writing
materials
 Computer
with
Internet
connection
 Web based
applications
 Online Group
discussion
 Online Lecture
 Online
Demonstration
 Online
Demonstration
Assessment
Methods
Competency in
this unit may be
assessed
through:
 Online
Demonstration
with oral
questioning
 Online
Interview
 Online test
 Third-party
report
submitted via
online
to organizational
guidelines
3.6 Technology
relevant to the
enterprise and
the individual’s
work
responsibilities
Required
skills and
attitudes
3.1 Completing
work-related
documents
3.2 Applying
operations of
addition,
subtraction,
division and
multiplication
3.3 Gathering
and providing
information in
response to
workplace
requirements
3.4 Effective
record keeping
skills
Basic Competencies:
Unit of Competency: Work in a team environment
Module Title:
Working in a team environment
Module Descriptor: This unit covers the skills, knowledge and attitudes to identify
one’s roles and responsibilities as a member of a team.
Nominal Duration:
2 Hours
Summary of Learning Outcomes:
LO1: Describe team role and scope
LO2: Identify one’s role and responsibility within a team
LO3: Work as a team member
Details of Learning Outcomes:
LO1:
Assessment
Criteria
Describe team role and scope
Contents
Conditions
Methodologies
Assessment
Methods
1.1 The role and
objective of
the team is
identified from
available
sources of
information
1.2 Team
parameters,
reporting
relationships
and
responsibilities
are identified
from team
discussions
and
appropriate
external
sources
LO2:
Required
knowledge
1.1 Group
structure
1.2 Group
development
1.3 Sources of
information
The following
resources
should be
provided:
 Access to
relevant
workplace or
appropriately
simulated
Required
environment
skills and
where
attitudes
assessment
can take
1.1
place
Communicating  Materials
with others,
relevant to
appropriately
the
consistent with
proposed
the culture of
activity or
the workplace
tasks
1.2 Developing  Tools,
ways in
equipment
improving work
and
structure and
materials for
performing
Flexible
respective
Learning
roles in the
group or
organization
 Online Lecture/
Discussion
 Online Group
Work
 Online
Individual Work
 Online Role
Play
Competency in this
unit may be
assessed through:

Online Role
play involving
the
participation of
individual
member to the
attainment of
organizational
goal
Online Case
studies and
scenarios as a
basis for
discussion of
issues and
strategies in
teamwork
Online Sociodrama and
socio-metric
methods
Online
Sensitivity
techniques
Online Test




Identify one’s role and responsibility within a team
Assessment
Criteria
2.1 Individual
roles and
responsibilities
within the team
environment are
identified
2.2 Roles and
objectives of the
team is identified
from available
sources of
information 2.3
Team
parameters,
reporting
relationships and
Contents
Required
knowledge
2.1 Team roles
and objectives
2.2 Team
structure and
parameters
2.3 Team
development
2.4 Sources of
information
Conditions
Methodologies
The following
resources
should be
provided:
 Access to
relevant
workplace or
appropriately
simulated
environment
where
assessment
can take
place
 Materials
relevant to
 Online Role
Play
 Online
Lecture/
Discussion
Assessment
Methods
Competency in this
unit may be
assessed through:


Online Role
play involving
the
participation
of individual
member to
the
attainment of
organizational
goal
Online Case
studies and
responsibilities
are identified
based on team
discussions and
appropriate
external sources
LO3:
Required
skills and
attitudes
the
proposed
activity or
tasks
Tools,
equipment
and
materials for
Flexible
Learning
2.1

Communicating
with others,
appropriately
consistent with
the culture of
the workplace
2.2 Developing
ways in
improving work
structure and
performing
respective
roles in the
group or
organization
scenarios as
a basis for
discussion of
issues and
strategies in
teamwork
 Online Sociodrama and
socio-metric
methods
 Online
Sensitivity
techniques
 Online Test
Work as a team member
Assessment
Criteria
3.1 Effective and
appropriate forms
of
communications
are used and
interactions
undertaken with
team members
based on
company
practices.
3.2 Effective and
appropriate
contributions
made to
complement
team activities
and objectives,
based on
workplace
context
3.3 Protocols in
reporting are
observed based
on standard
company
practices.
Contents
Required
knowledge
Conditions
The following
resources
should be
3.1
provided:
Communication  Access to
Process
relevant
3.2 Workplace
workplace or
communication
appropriately
protocol
simulated
3.3 Team
environment
planning and
where
decision
assessment
making
can take
3.4 Team
place
thinking
 Materials
3.5 Team roles
relevant to
3.6 Process of
the
team
proposed
development
activity or
3.7 Workplace
tasks
context
 Tools,
equipment
Required
and
skills and
materials for
attitudes
Flexible
Learning
Methodologies
 Online Group
work
 Online Role
Play
 Online
Lecture/
Discussion
Assessment
Methods
Competency in this
unit may be
assessed through:



Online Role
play involving
the
participation
of individual
member to
the
attainment of
organizational
goal
Online Case
studies and
scenarios as
a basis for
discussion of
issues and
strategies in
teamwork
Online Sociodrama and
socio-metric
methods
3.4 Contribute to
the development
of team work
plans based on
an understanding
of team’s role
and objectives

3.1
Communicating
appropriately,
consistent with
the culture of
the workplace
3.2 Interacting
effectively with
others
3.3 Deciding as
an individual
and as a group
using group
think strategies
and techniques
3.4
Contributing to
Resolution of
issues and
concerns
Online
Sensitivity
techniques
Online Test

Basic Competencies:
Unit of Competency: Solve/address general workplace problems
Module Title:
Solving/addressing general workplace problems
Module Descriptor: This unit covers the knowledge, skills and attitudes required to
apply problem-solving techniques to determine the origin of
problems and plan for their resolution. It also includes addressing
procedural problems through documentation, and referral.
Nominal Duration:
3 Hours
Summary of Learning Outcomes:
LO1: Identify routine problems
LO2: Look for solutions to routine problems
LO3: Recommend solutions to problems
LO4: Understand basic labor education based on the labor code of the Philippines
Details of Learning Outcomes:
LO1:
Assessment
Criteria
1.1 Routine
problems or
procedural
problem areas
are identified
1.2 Problems to
be investigated
Identify routine problems
Contents
Required
skills
1.1 Current
industry
hardware and
Conditions
Methodologies
The following
resources
should be
provided:
 Assessment
will require
access to a
 Online Group
discussion
 Online Lecture
 Online
Demonstration
Assessment
Methods
Competency in this
unit may be
assessed through:

Online Case
formulation
are defined and
determined
1.3 Current
conditions of the
problem are
identified and
documented
software
products and
services
1.2 Industry
maintenance,
service and
helpdesk
practices,
processes and
procedures
1.3 Industry
standard
diagnostic
tools 1.4
Malfunctions
and resolutions
Required
skills and
attitudes
1.1 Identifying
current
industry
hardware and
software
products and
services
1.2 Identifying
current
industry
maintenance,
services and
helpdesk
practices,
processes and
procedures.
1.3 Identifying
current
industry
standard
diagnostic
tools 1.4
Describing
common
malfunctions
and
resolutions.
1.5
Determining
the root cause

workplace
over an
extended
period, or a
suitable
method of
gathering
evidence of
operating
ability over a
range of
situations
Tools,
equipment
and
materials for
Flexible
Learning
 Online Role
playing



Online Life
Narrative
Inquiry
Online
Socio-drama
and sociometric
methods
Online
standardized
Test
The unit will be
assessed in a
holistic manner as
is practical and may
be integrated with
the assessment of
other relevant units
of competency.
Assessment will
occur over a range
of situations, which
will include
disruptions to
normal, smooth
operation.
Simulation may be
required to allow for
timely assessment
of parts of this unit
of competency.
Simulation should
be based on the
actual workplace
and will include
walk through of the
relevant
competency
components.
of a routine
malfunction
LO2:
Look for solutions to routine problems
Assessment
Criteria
2.1 Potential
solutions to problem
are identified 2.2
Recommendations
about possible
solutions are
developed,
documented, ranked
and presented to
appropriate person
for decision
Contents
Conditions
Methodologies
Required
Knowledge
The following
resources
should be
provided:
 Assessment
will require
access to a
workplace
over an
extended
period, or a
suitable
method of
gathering
evidence of
operating
ability over
a range of
situations
 Tools,
equipment
and
materials
for Flexible
Learning
 Online Group
discussion
 Online
Lecture
 Online
Demonstration
 Online Role
playing
2.1 Current
industry
hardware and
software
products and
services
2.2 Industry
service and
helpdesk
practices,
processes
and
procedures
2.3 Operating
systems
2.4 Industry
standard
diagnostic
tools 2.5
Malfunctions
and
resolutions.
2.6 Root
cause
analysis
Required
Skills and
attitudes
2.1
Identifying
current
industry
hardware and
software
products and
services
2.2
Identifying
services and
Assessment
Methods
Competency in this
unit may be
assessed through:




Online Case
formulation
Online Life
Narrative
Inquiry
Online
Socio-drama
and sociometric
methods
Online
standardized
Test
The unit will be
assessed in a
holistic manner
as is practical
and may be
integrated with
the assessment
of other relevant
units of
competency.
Assessment will
occur over a
range of
situations, which
will include
disruptions to
normal, smooth
operation.
Simulation may
be required to
allow for timely
assessment of
parts of this unit
of competency.
Simulation
should be based
on the actual
helpdesk
practices,
processes
and
procedures.
2.3
Identifying
operating
system
2.4
Identifying
current
industry
standard
diagnostic
tools
2.5
Describing
common
malfunctions
and
resolutions.
2.6
Determining
the root
cause of a
routine
malfunction
LO3:
workplace and
will include walk
through of the
relevant
competency
components.
Recommend solutions to problems
Assessment
Criteria
3.1 Implementation
of solutions are
planned
3.2 Evaluation of
implemented
solutions are
planned
3.3 Recommended
solutions are
documented and
submit to
appropriate person
for confirmation
Contents
Required
knowledge
Conditions
The following
resources
should be
3.1 Standard
provided:
procedures
 Assessment
3.2
will require
Documentation
access to a
produce
workplace
over an
extended
Required
period, or a
skills and
suitable
attitudes
method of
gathering
3.1 Producing
evidence of
documentation
operating
that
ability over
recommends
a range of
situations
Methodologies
 Online Group
discussion
 Online Lecture
 Online
Demonstration
 Online Role
playing
Assessment
Methods
Competency in this
unit may be
assessed through:




Online Case
formulation
Online Life
Narrative
Inquiry
Online
Socio-drama
and sociometric
methods
Online
standardized
Test
solutions to
problems
3.2 Following
established
procedures
LO4:

The unit will be
assessed in a
holistic manner as
is practical and may
be integrated with
the assessment of
other relevant units
of competency.
Assessment will
occur over a range
of situations, which
will include
disruptions to
normal, smooth
operation.
Simulation may be
required to allow for
timely assessment
of parts of this unit
of competency.
Simulation should
be based on the
actual workplace
and will include
walk through of the
relevant
competency
components.
Tools,
equipment
and
materials
for Flexible
Learning
Understand basic labor education based on the labor code of the Philippines
Assessment
Criteria
4.1 Articulate the
basic rights of
workers based on
the labor code of the
Philippines
4.2 Evaluate the
current employment
status of the
Philippines
Contents
Conditions
The following 
resources
should be
4.1 Labor Code provided:

of the
 Sample
Philippines (as
Company
amended on
handbook
2022)
 Tools,
equipment
and
Required
materials
skills and
for
attitudes
Flexible
Learning
4.1
Interpersonal
skills
Required
knowledge
Methodologies
Online
lecture /
discussion
Online
focused
group
discussion
Assessment
Methods
Competency in this
unit may be
assessed through:


Online
examination
Online
portfolio
4.2
Communication
skills
4.3 Negotiation
skills
Basic Competencies:
Unit of Competency: Develop career and life decisions
Module Title:
Developing career and life decisions
Module Descriptor: This unit covers the knowledge, skills, and attitudes in managing
one’s emotions, developing reflective practice, and boosting selfconfidence and developing self-regulation.
Nominal Duration: 2 Hours
Summary of Learning Outcomes:
LO1: Manage one’s emotion
LO2: Develop reflective practice
LO3: Boost self-confidence and develop self-regulation
Details of Learning Outcomes:
LO1:
Manage one’s emotion
Assessment
Criteria
1.1 Selfmanagement
strategies are
identified
1.2 Skills to work
independently
and to show
initiative, to be
conscientious,
and persevering
in the face of
setbacks and
frustrations are
developed
1.3 Techniques
for effectively
handling negative
emotions and
unpleasant
situation in the
workplace are
examined
Contents
Required
knowledge
Conditions
The following
resources
should be
1.1 Selfprovided:
management  Access to
strategies
workplace
that assist in
and
regulating
resources
behavior and
 Case
achieving
studies
personal and  Tools,
learning
Equipment
goals (e.g.
and
Nine selfMaterials for
management
Flexible
strategies
Learning
according to
Robert
Kelley)
1.2 Enablers
and barriers
in achieving
personal and
career goals
Methodologies
 Online
Discussion
 Online
Interactive
Lecture
 Online
Brainstorming
 Online
Demonstration
 Online Roleplaying
Assessment
Methods
Competency in
this unit may be
assessed through:
 Online
Demonstration
or simulation
with oral
questioning
 Online Case
problems
involving work
improvement
and
sustainability
issues
 Third-party
report
submitted
online
1.3
Techniques
in handling
negative
emotions
and
unpleasant
situation in
the
workplace
such as
frustration,
anger, worry,
anxiety, etc.
Required Skills
and attitudes
1.1 Managing
properly one’s
emotions and
recognizing
situations that
cannot be
changed and
accept them and
remain
professional
1.2 Developing
self-discipline,
working
independently
and showing
initiative to
achieve
personal and
career goals
1.3 Showing
confidence, and
resilience in the
face of setbacks
and frustrations
and other
negative
emotions and
unpleasant
situations in the
workplace
LO2:
Develop reflective practice
Assessment Criteria
Contents
Conditions
Methodologies
2.1 Personal
strengths and
achievements, based
on self-assessment
strategies and
teacher feedback are
contemplated
2.2 Progress when
seeking and
responding to
feedback from
teachers to assist
them in consolidating
strengths, addressing
weaknesses and
fulfilling their potential
are monitored
2.3 Outcomes of
personal and
academic challenges
by reflecting on
previous problem
solving and decisionmaking strategies
and feedback from
peers and teachers
are predicted
Required
knowledge
The following
resources
should be
provided:
 Access to
workplace
and
resources
 Case
studies
 Tools,
Equipment
and
Materials
for Flexible
Learning

2.1 Basic
SWOT
analysis
2.2 Strategies
to improve
one’s attitude
in the
workplace
2.3 Gibbs’
Reflective
Cycle/Model
(Description,
Feelings,
Evaluation,
Analysis,
Conclusion,
and Action
plan)
Required
skills and
attitudes
2.1 Using the
basic SWOT
analysis as
selfassessment
strategy
2.2 Developing
reflective
practice
through
realization of
limitations,
likes/ dislikes;
through
showing of
self-confidence
2.3
Demonstrating
selfacceptance
and being able
to accept
challenges




Online Small
Group
Discussion
Online
Interactive
Lecture
Online
Brainstorming
Online
Demonstration
Online Roleplaying
Assessment
Methods
Competency in
this unit may be
assessed
through:
 Online
Demonstration
or simulation
with oral
questioning
 Online Case
problems
involving work
improvement
and
sustainability
issues
 Third-party
report
submitted
online
LO3:
Boost self-confidence and develop self-regulation
Assessment Criteria
Contents
Conditions
Methodologies
3.1 Efforts for
continuous selfimprovement are
demonstrated
3.2 Counter-productive
tendencies at work are
eliminated
3.3 Positive outlook in
life are maintained.
Required
knowledge
The following
resources
should be
provided:
 Access to
workplace
and
resources
 Case
studies
 Tools,
Equipment
and
Materials
for Flexible
Learning
 Online Small
Group
Discussion
 Online
Interactive
Lecture
 Online
Brainstorming
 Online
Demonstration
 Online Roleplaying
3.1 Four
components of
self-regulation
based on SelfRegulation
Theory (SRT)
3.2 Personality
development
concepts
3.3 Self-help
concepts (e.
g., 7 Habits by
Stephen
Covey,
transactional
analysis,
psychospiritual
concepts)
Required
skills and
attitudes
3.1 Performing
effective
communication
skills –
reading,
writing,
conversing
skills
3.2 Showing
affective skills
– flexibility,
adaptability,
etc.
3.3Selfassessment
for determining
one’s
strengths and
weaknesses
Assessment
Methods
Competency in
this unit may be
assessed
through:
 Online
Demonstration
or simulation
with oral
questioning
 Online Case
problems
involving work
improvement
and
sustainability
issues
 Third-party
report
submitted
online
Basic Competencies:
Unit of Competency: Contribute to workplace innovation
Module Title:
Contributing to workplace innovation
Module Descriptor: This unit covers the knowledge, skills and attitudes required to
make a pro-active and positive contribution to workplace
innovation.
Nominal Duration:
2 Hours
Summary of Learning Outcomes:
LO1: Identify opportunities to do things better
LO2: Discuss and develop ideas with others
LO3: Integrate ideas for change in the workplace.
Details of Learning Outcomes:
LO1:
Identify opportunities to do things better
Assessment
Criteria
1.1 Opportunities
for improvement
are identified
proactively in own
area of work.
1.2 Information
are gathered and
reviewed which
may be relevant
to ideas and
which might
assist in gaining
support for idea.
Contents
Required
knowledge
1.1 Roles of
individuals in
suggesting and
making
improvements.
1.2 Positive
impacts and
challenges in
innovation.
1.3 Types of
changes and
responsibility.
1.4 Seven habits
of highly
effective people.
Required skills
and attitudes
1.1 Identifying
opportunities to
improve and to
do things better.
Involvement.
1.2 Identifying
the positive
impacts and the
challenges of
Conditions
Methodologies
The following
resources
should be
provided:
 Online
Interactive
Lecture
 Online
Appreciative
Inquiry
 Online
Demonstration
 Online Group
work




Pens,
papers and
writing
implements.
Cartolina.
Manila
papers.
Tools,
equipment
and
materials for
flexible
learning
Assessment
Methods
Competency in
this unit may be
assessed through:
 Online
Psychological
and behavioral
Interviews.
 Online
Performance
Evaluation.
 Online Life
Narrative
Inquiry.
 Online Review
of portfolios of
evidence and
third-party
workplace
reports of onthe-job
performance.
 Online
Sensitivity
analysis.
 Online
Organizational
analysis.
 Online
Standardized
assessment of
character
change and
innovation.
1.3 Identifying
examples of the
types of
changes that are
within and
outside own
scope of
responsibility
LO2:
strengths and
virtues applied.
Discuss and develop ideas with others
Assessment Criteria
Contents
Conditions
Methodologies
2.1 People who could
provide input to ideas
for improvements are
identified.
2.2 Ways of
approaching people
to begin sharing ideas
are selected.
2.3 Meeting is set
with relevant people.
2.4 Ideas for follow up
are review and
selected based on
feedback.
2.5 Critical inquiry
method is used to
discuss and develop
ideas with others.
Required
knowledge
The following
resources
should be
provided:
 Online
Interactive
Lecture
 Online
Appreciative
Inquiry
 Online
Demonstration
 Online Group
work
2.1 Roles of
individuals in
suggesting and
making
improvements.
2.2 Positive
impacts and
challenges in
innovation. 2.3
Types of
changes and
responsibility.
2.4 Seven
habits of highly
effective
people.
Required
skills and
attitudes
2.1 Identifying
opportunities to
improve and to
do things
better.
Involvement.
2.2 Identifying
the positive
impacts and
the challenges
of change and
innovation.




Pens,
papers and
writing
implements.
Cartolina.
Manila
papers.
Tools,
equipment
and
materials
for flexible
learning
Assessment
Methods
Competency in
this unit may be
assessed
through:
 Online
Psychological
and
behavioral
Interviews.
 Online
Performance
Evaluation.
 Online Life
Narrative
Inquiry.
 Online Review
of portfolios of
evidence and
third-party
workplace
reports of onthe-job
performance.
 Online
Sensitivity
analysis.
 Online
Organizational
analysis.
 Online
Standardized
assessment
of character
strengths and
2.3 Providing
examples of
the types of
changes that
are within and
outside own
scope of
responsibility
2.4
Communicating
ideas for
change
through small
group
discussions
and meetings.
LO3:
virtues
applied.
Integrate ideas for change in the workplace.
Assessment Criteria
Contents
Conditions
Methodologies
3.1 Critical inquiry
method is used to
integrate different
ideas for change of
key people.
3.2 Summarizing,
analyzing and
generalizing skills are
used to extract
salient points in the
pool of ideas.
3.3 Reporting skills
are likewise used to
communicate results.
3.4 Current Issues
and concerns on the
systems, processes
and procedures, as
well as the need for
simple innovative
practices are
identified.
Required
knowledge
The following
resources
should be
provided:
 Online
Interactive
Lecture
 Online
Appreciative
Inquiry
 Online
Demonstration
 Online Group
work
3.1 Roles of
individuals in
suggesting and
making
improvements.
3.2 Positive
impacts and
challenges in
innovation.
3.3 Types of
changes and
responsibility.
3.4 Seven
habits of highly
effective
people. 3.5
Basic research
skills.
Required
skills and
attitudes
3.1 Identifying
opportunities to
improve and to
do things




Pens,
papers and
writing
implements.
Cartolina.
Manila
papers.
Tools,
equipment
and
materials
for flexible
learning
Assessment
Methods
Competency in
this unit may be
assessed
through:
 Online
Psychological
and
behavioral
Interviews.
 Online
Performance
Evaluation.
 Online Life
Narrative
Inquiry.
 Online Review
of portfolios of
evidence and
third-party
workplace
reports of onthe-job
performance.
 Online
Sensitivity
analysis.
 Online
Organizational
analysis.
 Online
Standardized
assessment of
character
strengths and
virtues
applied.
better.
Involvement.
3.2 Identifying
the positive
impacts and
the challenges
of change and
innovation.
3.3 Providing
examples of
the types of
changes that
are within and
outside own
scope of
responsibility.
3.4
Communicating
ideas for
change
through small
group
discussions
and meetings.
3.5
Demonstrating
skills in
analysis and
interpretation of
data
Basic Competencies:
Unit of Competency: Present relevant information.
Module Title:
Presenting relevant information.
Module Descriptor: This unit of covers the knowledge, skills and attitudes required to
present data/information appropriately.
Nominal Duration:
2 Hours
Summary of Learning Outcomes:
LO1: Gather data/ information
LO2: Assess gathered data/ information
LO3: Record and present information
Details of Learning Outcomes:
LO1:
Assessment
Criteria
Gather data/ information
Contents
Conditions
Methodologies
Assessment
Methods
1.1 Evidence,
facts and
information are
collected
1.2 Evaluation,
terms of
reference and
conditions are
reviewed to
determine
whether
data/information
falls within project
scope
Required
knowledge
1.1
Organisational
protocols
1.2
Confidentiality
1.3 Accuracy
1.4 Business
mathematics
and statistics
1.5 Data
analysis
techniques/
procedures
1.6 Reporting
requirements to
a range of
audiences
1.7 Legislation,
policy and
procedures
relating to the
conduct of
evaluations
1.81.8
Organisational
values, ethics
and codes of
conduct
Required skills
and attitudes
1.1 Describing
organisational
protocols
relating to client
liaison
1.2 Protecting
confidentiality
1.3 Describing
accuracy
1.4 Computing
business
mathematics
and statistics
1.5 Describing
data analysis
techniques/
procedures
Evidence of
competent
performance
should be
obtained by
observing an
individual in an
information
management
role within the
workplace or
operational or
simulated
environment.
Tools,
equipment and
materials for
flexible learning
 Online Group
discussion
 Online Lecture
 Online
Demonstration
 Online Role
Play
Competency in
this unit may be
assessed through:
 Online Test
 Online Interview
 Online Portfolio
The unit will be
assessed in a
holistic manner as
is practical and
may be integrated
with the
assessment of
other relevant
units of
competency.
Assessment will
occur over a range
of situations, which
will include
disruptions to
normal, smooth
operation.
Simulation may be
required to allow
for timely
assessment of
parts of this unit of
competency.
Simulation should
be based on the
actual workplace
and will include
walk through of the
relevant
competency
components.
1.6 Reporting
requirements to
a range of
audiences
1.7 Stating
legislation,
policy and
procedures
relating to the
conduct of
evaluations
1.8 Stating
organisational
values, ethics
and codes of
conduct
LO2:
Discuss and develop ideas with others
Assessment Criteria
Contents
Conditions
Methodologies
2.1 Validity of data/
information is assessed
2.2 Analysis techniques
are applied to assess
data/ information.
2.3 Trends and
anomalies are identified
2.4 Data analysis
techniques and
procedures are
documented
2.5 Recommendation s
are made on areas of
possible improvement.
Required
knowledge
Evidence of
competent
performance
should be
obtained by
observing an
individual in
an information
management
role within the
workplace or
operational or
simulated
environment.
 Online Group
discussion
 Online Lecture
 Online
Demonstration
 Online Role
Play
 Online
Practical
exercises
2.1 Business
mathematics
and statistics
2.2 Data
analysis
techniques/
procedures
2.3 Reporting
requirements
to a range of
audiences
2.4 Legislation,
policy and
procedures
relating to the
conduct of
evaluations
2.52.5
Organisational
values, ethics
and codes of
conduct
Required
skills and
attitudes
Tools,
equipment
and materials
for flexible
learning
Assessment
Methods
Competency in
this unit may
be assessed
through:
 Online Test
 Online
Interview
 Online
Portfolio
 The unit will
be assessed
in a holistic
manner as is
practical and
may be
integrated
with the
assessment
of other
relevant
units of
competency.
Assessment
will occur
over a range
of situations,
which will
include
disruptions
to normal,
2.1 Computing
business
mathematics
and statistics
2.2 Describing
data analysis
techniques/
procedures
2.3 Reporting
requirements
to a range of
audiences
2.4 Stating
legislation,
policy and
procedures
relating to the
conduct of
evaluations
2.5 Stating
organisational
values, ethics
and codes of
conduct
LO3:
smooth
operation.
Simulation
may be
required to
allow for
timely
assessment
of parts of
this unit of
competency.
Simulation
should be
based on
the actual
workplace
and will
include walk
through of
the relevant
competency
components.
Record and present information
Assessment Criteria
Contents
Conditions
Methodologies
3.1 Studied
data/information are
recorded.
3.2 Recommendation
s are analysed for
action to ensure they
are compatible with
the project’s scope
and terms of
reference.
3.3 Interim and final
reports are analysed
and outcomes are
compared to the
criteria established at
the outset.
3.4 Findings are
presented to
stakeholders.
Required
knowledge
Evidence of
competent
performance
should be
obtained by
observing an
individual in an
information
management
role within the
workplace or
operational or
simulated
environment.
 Online Group
discussion
 Online Lecture
 Online
Demonstration
 Online Role
Play
 Online Practical
exercises
3.1 Data
analysis
techniques/
procedures
3.2 Reporting
requirements to
a
range of
audiences
3.3 Legislation,
policy
and procedures
relating to the
conduct of
evaluations
3.43.4
Organisational
values, ethics
and
Tools,
equipment and
materials for
flexible
learning
Assessment
Methods
Competency in
this unit may be
assessed
through:
 Online Test
 Online
Interview
 Online
Portfolio
The unit will be
assessed in a
holistic manner
as is practical
and may be
integrated with
the assessment
of other relevant
units of
competency.
Assessment will
occur over a
range of
codes of
conduct
situations, which
will include
disruptions to
normal, smooth
operation.
Simulation may
be required to
allow for timely
assessment of
parts of this unit
of competency.
Simulation
should be based
on the actual
workplace and
will include walk
through of the
relevant
competency
components.
Required
skills and
attitudes
3.1 Describing
data analysis
techniques/
procedures
3.2 Reporting
requirements to
a range of
audiences
3.3 Stating
legislation,
policy and
procedures
relating to the
conduct of
evaluations
3.4 Stating
organisational
values, ethics
and codes of
conduct
practices
Basic Competencies:
Unit of Competency: Practice occupational safety and health policies and
procedures
Module Title:
Practicing occupational safety and health policies and
procedures
Module Descriptor: This unit covers the knowledge, skills and attitudes required to
identify OSH compliance requirements, prepare OSH
requirements for compliance, perform tasks in accordance with
relevant OSH policies and procedures
Nominal Duration:
2 Hours
Summary of Learning Outcomes:
LO1: Identify OSH compliance requirements
LO2: Prepare OSH requirements for compliance
LO3: Perform tasks in accordance with relevant OSH policies and procedures
Details of Learning Outcomes:
LO1:
Assessment
Criteria
Identify OSH compliance requirements
Contents
Conditions
Methodologies
Assessment
Methods
1.1 Relevant
OSH
requirements,
regulations,
policies and
procedures are
identified in
accordance with
workplace
policies and
procedures
1.2 OSH activity
nonconformities
are conveyed to
appropriate
personnel
1.3 OSH
preventive and
control
requirements are
identified in
accordance with
OSH work
policies and
procedures
Required
knowledge
1.1. OSH
preventive and
control
requirements
1.2. Hierarchy
of Controls
1.3. Hazard
Prevention and
Control
1.4. General
OSH principles
1.5. Work
standards and
procedures
1.6. Safe
handling
procedures of
tools,
equipment and
materials 1.7.
Standard
emergency plan
and procedures
in the workplace
The following
resources
should be
provided:
 Online Lecture
 Online Group
Discussion
 Facilities,
materials
tools and
equipment
necessary
for the
activity
 Tools,
equipment
and
materials
for flexible
learning
Competency in this
unit may be
assessed through:
 Online
Observation /
Online
Demonstration
with oral
questioning
 Online Third
party report
Required skills
and attitudes
1.1.
Communication
skills
1.2.
Interpersonal
skills
1.3. Critical
thinking skills
1.4.
Observation
skills
LO2:
Prepare OSH requirements for compliance
Assessment
Criteria
2.1 OSH work
activity material,
tools and
equipment
requirements are
Contents
Conditions
Methodologies
Required
knowledge
The following
resources
should be
provided:
 Online Lecture
 Online Group
Discussion
2.1. Resources
necessary to
Assessment
Methods
Competency in this
unit may be
assessed through:
 Online
Observation /
identified in
accordance with
workplace policies
and procedures
2.2. Required OSH
materials, tools
and equipment are
acquired in
accordance with
workplace policies
and procedures
2.3. Required OSH
materials, tools
and equipment are
arranged/ placed
in accordance with
OSH work
standards
execute
hierarchy of
controls
2.2. General
OSH principles
2.3. Work
standards and
procedures 2.4.
Safe handling
procedures of
tools,
equipment and
materials
2.5. Different
OSH control
measures
 Facilities,
materials
tools and
equipment
necessary
for the
activity
 Tools,
equipment
and
materials
for flexible
learning

Online
Demonstration
with oral
questioning
Online Third
party report
Required
skills and
attitudes
2.1.
Communication
skills
2.2. Estimation
skills
2.3.
Interpersonal
skills
2.4. Critical
thinking skills
2.5.
Observation
skills
2.6. Material,
tool and
equipment
identification
skills
LO3:
Perform tasks in accordance with relevant OSH policies and procedures
Assessment
Criteria
3.1 Relevant OSH
work procedures
are identified in
accordance with
workplace policies
and procedures
3.2 Work
Activities are
Contents
Conditions
Methodologies
Required
knowledge
The following
resources
should be
provided:
 Online Lecture
 Online Group
Discussion
3.1. OSH work
standards
3.2. Industry
related work
activities
 Facilities,
materials
tools and
Assessment
Methods
Competency in this
unit may be
assessed through:
 Online
Observation /
Online
Demonstration
executed in
accordance with
OSH work
standards
3.3 Noncompliance work
activities are
reported to
appropriate
personnel
3.3. General
OSH principles
3.4. OSH
Violations Noncompliance
work activities
equipment
necessary
for the
activity
 Tools,
equipment
and
materials
for flexible
learning
Required skills
and attitudes

with oral
questioning
Online Third
party report
3.1
Communication
skills
3.3
Interpersonal
skills
3.4
Troubleshooting
skills
3.5 Critical
thinking skills
3.6 Observation
skills
Basic Competencies:
Unit of Competency: Exercise efficient and effective sustainable practices in the
workplace
Module Title:
Exercising efficient and effective sustainable practices in the
workplace
Module Descriptor: This unit covers knowledge, skills and attitude to identify the
efficiency and effectiveness of resource utilization, determine
causes of inefficiency and/or ineffectiveness of resource utilization
and Convey inefficient and ineffective environmental practices
Nominal Duration:
2 Hours
Summary of Learning Outcomes:
LO1: Identify the efficiency and effectiveness of resource utilization
LO2: Determine causes of inefficiency and/or ineffectiveness of resource utilization
LO3: Convey inefficient and ineffective environmental practices
Details of Learning Outcomes:
LO1:
Assessment
Criteria
1.1 Required
resource
utilization in the
workplace is
measured using
Identify the efficiency and effectiveness of resource utilization
Contents
Conditions
Methodologies
Required
knowledge
The following
resources
should be
provided:
 Workplace
 Online Lecture
 Online Group
Discussion
 Online
Simulation
1.1. Importance
of
Assessment
Methods
Competency in this
unit may be assessed
through:
 Online
Demonstration
appropriate
techniques
1.2 Data are
recorded in
accordance with
workplace
protocol
1.3 Recorded
data are
compared to
determine the
efficiency and
effectiveness of
resource
utilization
according to
established
environmental
work procedures
LO2:

Tools,
materials
and
equipment
relevant to
the tasks
 PPE
 Manuals
and
references
 Tools,
equipment
Required skills
and
and attitudes
materials
for flexible
1.1 Recording
learning
Skills
1.2 Writing
Skills
1.3 Innovation
Skills
 Online
Demonstration


Online Oral
questioning
Online
examination
Determine causes of inefficiency and/or ineffectiveness of resource utilization
Assessment
Criteria
2.1 Potential
causes of
inefficiency and/or
ineffectiveness are
listed
2.2 Causes of
inefficiency and/or
ineffectiveness are
identified through
deductive
reasoning
2.3 Identified
causes of
inefficiency and/or
ineffectiveness are
validated thru
established
environmental
procedures
LO3:
Environmental
Literacy
1.2.
Environmental
Work
Procedures
1.3. Waste
Minimization
1.4. Efficient
Energy
Consumptions
Contents
Conditions
Methodologies
The following
resources
should be
2.1. Causes of provided:
environmental  Workplace
inefficiencies
 Tools,
and
materials
ineffectiveness
and
equipment
relevant to
Required
the tasks
skills and
 PPE
attitudes
 Manuals
and
2.1 Deductive
references
Reasoning
 Tools,
Skills
equipment
2.2 Critical
and
thinking
materials
2.3 Problem
for flexible
Solving
learning
2.42.4
Observation
Skills
 Online Lecture
 Online Group
Discussion
 Online
Demonstration
Required
knowledge
Convey inefficient and ineffective environmental practices
Assessment
Methods
Competency in this
unit may be assessed
through:
 Online
Demonstration
 Online Oral
questioning
 online
examination
Assessment
Criteria
3.1 Efficiency and
effectiveness of
resource
utilization are
reported to
appropriate
personnel
3.2 Concerns
related resource
utilization are
discussed with
appropriate
personnel
3.3 Feedback on
information/
concerns raised
are clarified with
appropriate
personnel
Contents
Conditions
Methodologies
The following
resources
should be
3.1 Appropriate provided:
Personnel to
 Workplace
address the
 Tools,
environmental
materials
hazards
and
3.2
equipment
Environmental
relevant to
corrective
the tasks
actions
 PPE
 Manuals
Required
and
skills and
references
attitudes
 Tools,
equipment
3.1 Written and
and
Oral
materials
Communication
for flexible
Skills
learning
3.2 Critical
thinking
3.3 Problem
Solving
3.43.4
Observation
Skills
3.5 Practice
Environmental
Awareness
 Online Lecture
 Online Group
Required
knowledge
Discussion
 Online Role
Play
 Online
Demonstration
Assessment
Methods
Competency in this
unit may be assessed
through:
 Online
Demonstration
 Online Oral
questioning
 online
examination
Basic Competencies:
Unit of Competency: Practice entrepreneurial skills in the workplace
Module Title:
Practicing entrepreneurial skills in the workplace Module
Descriptor:
This unit covers the outcomes required to apply entrepreneurial
workplace best practices and implement cost-effective operations
Nominal Duration:
2 Hours
Summary of Learning Outcomes:
LO1: Apply entrepreneurial workplace best practices
LO2: Communicate entrepreneurial workplace best practices
LO3: Implement cost-effective operations
Details of Learning Outcomes:
LO1:
Apply entrepreneurial workplace best practices
Contents
Assessment
Criteria
1.1 Good
practices
relating to
workplace
operations are
observed and
selected
following
workplace
policy.
1.2 Quality
procedures and
practices are
complied with
according to
workplace
requirements.
1.3 Costconscious
habits in
resource
utilization are
applied based
on industry
standards.
LO2:
Conditions
Required
knowledge
The following
resources
should be
1.1 Workplace
provided:
best practices,
2.1 Simulated
policies and
or actual
criteria
workplace
1.2 Resource
2.2 Tools,
utilization
materials and
1.3Ways in
supplies
fostering
needed to
entrepreneurial
demonstrate
attitudes:
the required
tasks
 Patience
2.3 References
 Honesty
and manuals
 Quality 2.3.1
consciousness
Enterprise
 Safety procedures
consciousness
manuals

Resourcefulness 2.3.2 Company
quality policy
 2.4 Tools,
equipment
Required skills
and
and attitudes
materials
for flexible
1.1
learning
Communication
skills
1.2 Complying
with quality
procedures
Methodologies
 Online Case
Study
 Online
Lecture/
Discussion
Assessment
Methods
Competency in this
unit should be
assessed through:
 Online
Interview
 Online Thirdparty report
Communicate entrepreneurial workplace best practices
Assessment
Criteria
2.1 Observed
good practices
relating to
workplace
operations are
communicated to
appropriate
person. 2.2
Observed quality
procedures and
practices are
communicated to
Contents
Required
knowledge
2.1 Workplace
best practices,
policies and
criteria
2.2 Resource
utilization
2.3 Ways in
fostering
Conditions
Methodologies
The following
resources
should be
provided:
2.1 Simulated
or actual
workplace
2.2 Tools,
materials and
supplies
needed to
demonstrate
 Online
Lecture/
Discussion
Assessment
Methods
Competency in this
unit should be
assessed through:
 Online
Interview
 Online Thirdparty report
appropriate
person 2.3 Costconscious habits
in resource
utilization are
communicated
based on industry
standards
entrepreneurial
attitudes:
 Patience
 Honesty
 Quality consciousness
 Safety consciousness

Resourcefulness
Required skills
and attitudes
2.1
Communication
skills
2.2 Complying
with quality
procedures
2.3 Following
workplace
communication
protocol
the required
tasks
2.3
References
and manuals
2.3.1
Enterprise
procedures
manuals
2.3.2
Company
quality policy
 2.4 Tools,
equipment
and
materials
for flexible
learning
LO3: Implement cost-effective operations
Assessment Criteria
Contents
Conditions
3.1 Preservation and
optimization of
workplace resources
is implemented in
accordance with
enterprise policy
3.2 Judicious use of
workplace tools,
equipment and
materials are
observed according
to manual and work
requirements.
3.3 Constructive
contributions to office
operations are made
according to
enterprise
requirements.
3.4 Ability to work
Required
knowledge
The following
resources
should be
provided:
2.1 Simulated
or actual
workplace
2.2 Tools,
materials and
supplies
needed to
demonstrate
the required
tasks
2.3 References
and manuals
2.3.1
Enterprise
procedures
manuals
3.1
Optimization of
workplace
resources
3.2 5S
procedures and
concepts
3.3 Criteria for
costeffectiveness
3.4 Workplace
productivity
3.5 Impact of
entrepreneurial
mindset to
workplace
productivity
Methodologies
 Online Case
Study
 Online Lecture/
Discussion
Assessment
Methods
Competency in
this unit should
be assessed
through:
 Online
Interview
 Online
Thirdparty
report
3.6 Ways in
fostering
entrepreneurial
attitudes:
 Qualityconsciousness
 Safetyconsciousness
Required
skills and
attitudes
3.1
Implementing
preservation
and optimizing
workplace
resources
3.2 Observing
judicious use of
workplace
tools,
equipment and
materials
3.3 Making
constructive
contributions to
office
operations
3.4 Sustaining
ability to work
within allotted
time and
finances
2.3.2 Company
quality policy
2.4 Tools,
equipment and
materials for
flexible
learning
COMMON COMPETENCIES
B. Modules of Instruction
Common Competencies:
Unit of Competency:
DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
Modules Title:
DEVELOPING AND UPDATING INDUSTRY
KNOWLEDGE
Module Descriptor: This module of competency deals with the knowledge, skills
and attitude required to access, increase and update
industry knowledge. It includes seek information on the
industry and update industry knowledge
Nominal Duration:
2 hours
Summary of Learning Outcomes:
LO1. Seek information on the industry
LO2. Update industry knowledge
LO3. Develop and update local knowledge
LO4. Promote products and services to customers
Details of Learning Outcomes:
LO1: Seek information on the industry
Assessment
Criteria
Contents
Condition
s
Methodologies
1. Sources of
information on
the industry are
correctly
identified and
accessed
Overview of
quality
assurance in
the industry
Sources
of
informatio
n on the
industry
Online Lecture
2. Information to
assist effective
work
performance is
obtained in line
with job
requirements
Role of
individual staff
members
Industry
information
sources
Industry
knowledg
e
Online Group
Discussion
Online
Individual/
Group
Assignment
Field Visit
Online Video
Presentation
Time
management
Assessment
Methods
Online
Interview/
questions
Online
Practical
demonstration
Online Portfolio
of industry
information
related to
trainee’s work
3. Specific
information on
sector of work is
accessed and
updated
4. Industry
information is
correctly applied
to day-to-day
work activities
Ready skills
needed to
access
industry
information
Basic
competency
skills needed
to access the
internet
Contextualize
d:
UC6: Present
relevant
Information
LO2: Update industry knowledge
Assessment
Criteria
Contents
Conditions
Methodologie
s
Assessment
Methods
1. Informal
and/or formal
research is used
to update
general
knowledge of the
industry
Overview of
quality
assurance in
the industry
Sources of
information
on the
industry
Online
Lecture
Online
Interview/
questions
2. Updated
knowledge is
shared with
customers and
colleagues as
appropriate and
incorporated into
day-to-day
working activities
Role of
individual
staff
members
Industry
information
sources
Industry
knowledge
Online Group
Discussion
Online
Individual/
Group
Assignment
Field Visit
Online Video
Presentation
Time
management
Ready skills
needed to
access
Online
Practical
demonstratio
n
Online
Portfolio of
industry
information
related to
trainee’s
work
industry
information
Basic
competency
skills needed
to access the
internet
Contextualiz
ed:
UC6:
Present
relevant
Information
LO3: Develop and update local knowledge
Assessment
Criteria
Contents
Conditions
Methodologies
Assessment
Methods
1. Local
knowledge is
developed to
assist queries on
local/national
tourism industry
Overview of
quality
assurance in
the industry
Sources of
information
on the
industry
Online Lecture
Online
Interview/
questions
2. Local
knowledge is
updated using
informal and/or
formal research
3. Contact with
local
communities is
maintained
Role of
individual
staff
members
Industry
information
sources
Time
management
Ready skills
needed to
access
industry
information
Industry
knowledge
Online Group
Discussion
Online
Individual/
Group
Assignment
Field Visit
Online Video
Presentation
Online
Practical
demonstrati
on
Online
Portfolio of
industry
information
related to
trainee’s
work
Basic
competency
skills needed
to access the
internet
Contextualiz
ed:
UC8:
Exercise
Efficient and
effective
sustainable
practices in
the
workplace
LO4: Promote products and services to customers
Assessme
nt Criteria
1.
Promotional
initiatives are
described that
may be used
to promote
products and
services
Contents
Overview of
quality
assurance in the
industry
Role of
individual staff
members
Industry
2. Selling skills information
are applied
sources
according to
customer
needs
Time
management
Ready skills
needed to
access industry
information
Basic
competency
Conditions
Methodologies
Sources of Online Lecture
information
Online Group
on the
Discussion
industry
Industry
knowledge
Online
Individual/
Group
Assignment
Field Visit
Online Video
Presentation
Assessment
Methods
Online
Interview/
questions
Online
Practical
demonstratio
n
Online
Portfolio of
industry
information
related to
trainee’s work
skills needed to
access the
internet
Contextualized
:
UC8: Exercise
Efficient and
effective
sustainable
practices in the
workplace
Common Competencies:
Unit of Competency: OBSERVE WORKPLACE HYGIENE PROCEDURES
Modules Title:
OBSERVING WORKPLACE HYGIENE PROCEDURES
Module Descriptor: This module of competency deals with the knowledge, skills
and attitudes in observing workplace hygiene
procedures. It includes following hygiene procedures
and identifying and preventing hygiene risks.
Nominal Duration: 2 hours
Summary of Learning Outcomes:
LO1. Follow hygiene procedures
LO2. Identify and prevent hygiene risks
Details of Learning Outcomes:
LO1: Follow hygiene procedures
Assessment
Criteria
Contents
Conditions
Methodologies
1. Workplace
hygiene
procedures are
implemented in
line with
enterprise and
legal
requirements
Required
knowledge:
Hygiene
procedures,
actual or
simulated
workplace,
products
used in
hotel/restaur
Online Lecture
Typical
hygiene and
control
procedures in
the hospitality
Assessment
Methods
Online
examination
Online
Demonstration
Online Roleplay
Online
Practical
demonstration
2. Handling and
storage of items
are undertaken in
line with
enterprise and
legal
requirements
and tourism
industries
Overview of
legislation
and
regulation in
relation to
food
handling,
personal and
general
hygiene
Knowledge
on factors
which
contribute to
workplace
hygiene
problems
General
hazards in
handling of
food, linen
and laundry
and garbage,
including
major causes
of
contamination
and crossinfection
Sources of
and reasons
for food
poisoning
Required
skills:
Ability to
follow correct
procedures
ant /tourism
workplace
Online Case
Study
and
instructions
Ability to
handle
operating
tools/
equipment
Application to
hygiene
principles
LO2: Identify and prevent hygiene risks
Assessment
Criteria
1. Potential
hygiene risks
are identified in
line with
enterprise
procedures
2. Action to
minimize and
remove risks are
taken within
scope of
individual
responsibility of
enterprise/legal
requirements
3. Hygiene risks
beyond the
control of
individual staff
members are
reported to the
appropriate
person for follow
up
Contents
Conditions
Methodologies
Required
knowledge:
Hygiene
procedures,
actual or
simulated
workplace,
products
used in
hotel/restau
rant
/tourism
workplace
Online Lecture
Typical
hygiene and
control
procedures in
the hospitality
and tourism
industries
Overview of
legislation and
regulation in
relation to food
handling,
personal and
general
hygiene
Knowledge on
factors which
contribute to
workplace
hygiene
problems
Assessment
Methods
Online
examination
Online
Demonstration
Online Roleplay
Online Case
Study
Online
Practical
demonstration
General
hazards in
handling of
food, linen and
laundry and
garbage,
including major
causes of
contamination
and crossinfection
Sources of and
reasons for
food poisoning
Required
skills:
Ability to follow
correct
procedures
and
instructions
Ability to
handle
operating
tools/
equipment
Application to
hygiene
principles
Common Competencies:
Unit of Competency:
PERFORM COMPUTER OPERATIONS
Modules Title:
PERFORMING COMPUTER OPERATIONS
Module Descriptor:
This module covers the knowledge, skills and attitudes and
values needed to perform computer operations which
includes inputting, accessing, producing and
transferring data using the appropriate hardware and
software
Nominal Duration:
6 hours
Summary of Learning Outcomes:
LO1. Plan and prepare for task to be undertaken
LO2. Input data into computer
LO3. Access information using computer
LO4. Produce/output data using computer system
LO5. Maintain computer equipment and systems
Details of Learning Outcomes:
LO1: Plan and prepare for task to be undertaken
Assessment
Criteria
1.
Requirements
of task are
determined
2. Appropriate
hardware and
software is
selected
according to
task assigned
and required
outcome
3. Task is
planned to
ensure OH & S
guidelines and
procedures are
followed
Contents
Conditions
Methodologies
Required
knowledge:
Computer
hardware
with
peripherals
Online Lecture
Appropriate
software
Online Tutorial
or self-pace
Basic
ergonomics
of keyboard
and
computer
use
Main types
of
computers
and basic
features of
different
operating
systems
Main parts
of a
computer
Storage
devices and
basic
Online Group
Discussion
Demonstration
Practice
Session
Assessment
Methods
Online
Observation
Online
Questioning
Online
Practical
demonstration
categories
of memory
Relevant
types of
software
General
security
Viruses
OH & S
principles
and
responsibiliti
es
Calculating
computer
capacity
Required
Skills:
Reading
skills
required to
interpret
work
instruction
Communicat
ion skills
LO2: Input data into computer
Assessment
Criteria
1. Data are
entered into the
computer using
appropriate
program/applicati
on in accordance
with company
procedures
Contents
Conditions
Methodologies
Assessment
Methods
Required
knowledg
e:
Computer
hardware
with
peripherals
Online Lecture
Online
Observation
Appropriate
software
Online Tutorial
or self-pace
Basic
ergonomic
s of
keyboard
Online Group
Discussion
Online
Questioning
2. Accuracy of
information is
checked and
information is
saved in
accordance with
standard
operating
procedures
3. Inputted data
are stored in
storage media
according to
requirements
4. Work is
performed within
ergonomic
guidelines
and
computer
use
Main types
of
computers
and basic
features of
different
operating
systems
Main parts
of a
computer
Storage
devices
and basic
categories
of memory
Relevant
types of
software
General
security
Viruses
OH & S
principles
and
responsibili
ties
Calculating
computer
capacity
Required
Skills:
Reading
skills
Demonstration
Practice
Session
Online
Practical
demonstratio
n
required to
interpret
work
instruction
Communic
ation skills
LO3: Access information using computer
Assessment
Criteria
Contents
1. Correct
Required
program/applicati knowledge:
on is selected
based on job
Basic
requirements
ergonomics
of keyboard
2.
Program/applicat and
ion containing
computer
the information
use
required is
accessed
Main types
according to
of
company
computers
procedures
and basic
3. Desktop
features of
icons are
different
correctly
selected, opened operating
systems
and closed for
navigation
purposes
Main parts
of a
4. Keyboard
computer
techniques are
carried out in line
Storage
with OH & S
requirements for devices and
basic
safe use of
keyboards
categories
of memory
Relevant
types of
software
General
security
Conditions
Methodologies
Assessment
Methods
Computer
hardware
with
peripherals
Online Lecture
Online
Observation
Appropriate
software
Online Tutorial
or self-pace
Online Group
Discussion
Demonstration
Practice
Session
Online
Questioning
Online
Practical
demonstratio
n
Viruses
OH & S
principles
and
responsibiliti
es
Calculating
computer
capacity
Required
Skills:
Reading
skills
required to
interpret
work
instruction
Communicat
ion skills
Contextuali
zed:
UC 6:
Present
relevant
information
LO4; Produce/output data using computer system
Assessment
Criteria
Contents
Conditions
Methodologies
Assessment
Methods
1. Entered data
are processed
using
appropriate
software
commands
Required
knowledg
e:
Computer
hardware
with
peripherals
Online Lecture
Online
Observation
Appropriate
software
Online Tutorial
or self-pace
2. Data are
printed out as
required using
Basic
ergonomic
s of
keyboard
and
Online Group
Discussion
Demonstration
Online
Questioning
Online
Practical
computer
hardware/periph
eral devices in
accordance with
standard
operating
procedures
3. Files and data
are transferred
between
compatible
systems using
computer
software,
hardware/
peripheral
devices in
accordance with
standard
operating
procedures
computer
use
Main types
of
computers
and basic
features of
different
operating
systems
Main parts
of a
computer
Storage
devices
and basic
categories
of memory
Relevant
types of
software
General
security
Viruses
OH & S
principles
and
responsibili
ties
Calculating
computer
capacity
Required
Skills:
Reading
skills
required to
Practice
Session
demonstratio
n
interpret
work
instruction
Communic
ation skills
Contextua
lized:
UC 6:
Present
relevant
informatio
n
LO5: Maintain computer equipment and systems
Contents
Conditions
Methodologies
Assessment
Methods
Basic
ergonomic
s of
keyboard
and
computer
2. Procedures for use
ensuring security
of data, including Main types
regular back-ups
and virus checks of
are implemented computers
and basic
in accordance
features of
with standard
operating
different
procedures
operating
systems
3. Basic file
maintenance
Main parts
procedures are
of a
implemented in
line with the
computer
standard
operating
Storage
procedures
devices
and basic
categories
of memory
Computer
hardware
with
peripherals
Modular / Selfpace
( Online and
Off line
Learning)
OnlineVirtual
interview
and written
test
Actual
Demonstration
Video
conference
via Google
meet
Assessment
Criteria
1. Systems for
cleaning, minor
maintenance
and replacement
of consumables
are implemented
Appropriate
software
Portfolio
Assessment
4. Document
systems are
maintained
Relevant
types of
software
General
security
Viruses
OH & S
principles
and
responsibili
ties
Calculating
computer
capacity
Reading
skills
required to
interpret
work
instruction
Communic
ation skills
Common Competencies:
Unit of Competency:
PERFORM WORKPLACE AND SAFETY PRACTICES
Modules Title:
PERFORMING WORKPLACE AND SAFETY
PRACTICES
Module Descriptor: This module of competency deals with the knowledge, skills
and attitudes in following health, safety and security
practices. It includes dealing with emergency situations
and maintaining safe personal presentation standards.
Nominal Duration:
2 hours
Summary of Learning Outcomes:
LO1. Follow workplace procedures for health, safety and security practices
LO2. Perform child protection duties relevant to the tourism industry
LO3. Observe and monitor people
LO4. Deal with emergency situations
LO5. Maintain safe personal presentation standards
LO6. Maintain safe personal and secure workplace
Details of Learning Outcomes:
LO1: Follow workplace procedures for health, safety and security practices
Assessment
Criteria
Contents
Conditions
Methodolo
gies
1. Correct
health, safety
and security
procedures are
followed in line
with legislation,
regulations and
enterprise
procedures
Required
knowledge:
Procedures
Manual on
safety,
security,
health and
emergency
Online
Lecture
Availability
of tools,
equipment,
supplies
and
materials
Online
Role-play
2. Breaches of
health, safety
and security
procedures are
identified and
reported in line
with enterprise
procedure
3. Suspicious
behavior or
unusual
occurrence are
reported in line
with enterprise
procedure
Communication
 Interactive
communicatio
n with others
 Interpersonal
skills
 Good working
attitude
 Ability to work
quietly; with
cooperation;
patience,
carefulness,
cleanliness
and aesthetic
values
 Ability to
focus on task
at hand
Systems,
Processes and
Operations
 Workplace
health, safety
and security
procedure
 Emergency
procedures
Online
Demonstr
ation
Simulation
Assessment
Methods
Online
examination
Practical
demonstration
Online
Interview

Personal
presentation
Safety Practices
 Proper
disposal of
garbage
 Practice
safety
measures
 5S
Implementati
on
Child protection
duties relevant
to tourism
industry
 Rules,
regulations,
policies and
laws
Required
skills:
Ability to make
decision
Time
management
Ability to offer
alternative steps
Care in handling
and operating
equipment
Ability to use
observation and
monitoring
techniques
LO2: Perform child protection duties relevant to the tourism industry
Assessment
Criteria
1. Issue of
sexual
exploitation of
children is
identified
2. National,
regional and
international
actions are
described to
prevent the
sexual
exploitation of
children
3. Actions that
can be taken in
the workplace
are described to
protect children
from sexual
exploitation
Contents
Conditions
Required
knowledge:
Communicatio
n
 Interactive
communicati
on with
others
 Interpersonal
skills
 Good
working
attitude
 Ability to
work quietly;
with
cooperation;
patience,
carefulness,
cleanliness
and
aesthetic
values
 Ability to
focus on
task at
hand
Systems,
Processes and
Operations
 Workplace
health,
safety and
security
procedure
 Emergency
procedures
 Personal
presentatio
n
Methodolo
gies
Assessment
Methods
Procedures
Manual on
safety,
security,
health and
emergency
Online
Lecture
Online
examination
Availability of
tools,
equipment,
supplies and
materials
Online
Role-play
Online
Demonstr
ation
Simulation
Practical
demonstratio
n
Online
Interview
Safety
Practices
 Proper
disposal of
garbage
 Practice
safety
measures
 5S
Implementa
tion
Child
protection
duties relevant
to tourism
industry
 Rules,
regulations,
policies and
laws
Required
skills:
Ability to make
decision
Time
management
Ability to offer
alternative
steps
Care in
handling and
operating
equipment
Ability to use
observation
and monitoring
techniques
LO3: Observe and monitor people
Assessment
Criteria
Contents
Conditions
1. Areas and
people who
require
observation and
monitoring is
prepared
Required
knowledge:
Communicatio
n
 Interactive
communicati
on with
2. Observation
others
and monitoring

Interpersonal
activities are
skills
implemented
 Good
working
3. Apprehension
attitude
of offenders are
 Ability to
determined
work quietly;
with
4. Offenders are
cooperation;
arrested
patience,
according to
carefulness,
enterprise
cleanliness
procedures
and
aesthetic
values
5. Administrative
 Ability to
responsibilities
focus on
are fulfilled
task at
hand
Systems,
Processes and
Operations
 Workplace
health,
safety and
security
procedure
 Emergency
procedures
 Personal
presentatio
n
Methodolo
gies
Assessment
Methods
Procedures
Manual on
safety,
security,
health and
emergency
Online
Lecture
Online
examination
Availability of
tools,
equipment,
supplies and
materials
Online
Role-play
Online
Demonstr
ation
Simulation
Practical
demonstratio
n
Online
Interview
Safety
Practices
 Proper
disposal of
garbage
 Practice
safety
measures
 5S
Implementa
tion
Child
protection
duties relevant
to tourism
industry
 Rules,
regulations,
policies and
laws
Required
skills:
Ability to make
decision
Time
management
Ability to offer
alternative
steps
Care in
handling and
operating
equipment
Ability to use
observation
and monitoring
techniques
LO4: Deal with emergency situations
Assessment
Criteria
Contents
Conditions
1. Emergency
and potential
emergency
situations are
recognized and
appropriate
action are taken
within
individual’s
scope of
responsibility
Required
knowledge:
2. Emergency
procedures are
followed in line
with enterprise
procedures
3. Assistance is
sought from
colleagues to
resolve or
respond to
emergency
situations
4. Details of
emergency
situations are
reported in line
with enterprise
procedures
Communicatio
n
 Interactive
communicati
on with
others
 Interpersonal
skills
 Good
working
attitude
 Ability to
work quietly;
with
cooperation;
patience,
carefulness,
cleanliness
and
aesthetic
values
 Ability to
focus on
task at
hand
Systems,
Processes and
Operations
 Workplace
health,
safety and
security
procedure
 Emergency
procedures
 Personal
presentatio
n
Methodolo
gies
Assessment
Methods
Procedures
Manual on
safety,
security,
health and
emergency
Online
Lecture
Online
examination
Availability of
tools,
equipment,
supplies and
materials
Online
Role-play
Online
Demonstr
ation
Simulation
Practical
demonstratio
n
Online
Interview
Safety
Practices
 Proper
disposal of
garbage
 Practice
safety
measures
 5S
Implementa
tion
Child
protection
duties relevant
to tourism
industry
 Rules,
regulations,
policies and
laws
Required
skills:
Ability to make
decision
Time
management
Ability to offer
alternative
steps
Care in
handling and
operating
equipment
Ability to use
observation
and monitoring
techniques
Contextualize
d:
UC2: Work in
a team
environment
UC 3:
Solve/Addres
s routine
problems
LO5: Maintain safe personal presentation standards
Assessment
Criteria
Safe personal
standards are
identified and
followed in line
with enterprise
requirements
Contents
Conditions
Required
knowledge:
Communicatio
n
 Interactive
communicati
on with
others
 Interpersonal
skills
 Good
working
attitude
 Ability to
work quietly;
with
cooperation;
patience,
carefulness,
cleanliness
and
aesthetic
values
 Ability to
focus on
task at
hand
Methodolo
gies
Assessment
Methods
Procedures
Manual on
safety,
security,
health and
emergency
Online
Lecture
Online
examination
Availability of
tools,
equipment,
supplies and
materials
Online
Role-play
Online
Demonstr
ation
Simulation
Practical
demonstratio
n
Online
Interview
Systems,
Processes and
Operations
 Workplace
health,
safety and
security
procedure
 Emergency
procedures
 Personal
presentatio
n
Safety
Practices
 Proper
disposal of
garbage
 Practice
safety
measures
 5S
Implementa
tion
Child
protection
duties relevant
to tourism
industry
 Rules,
regulations,
policies and
laws
Required
skills:
Ability to make
decision
Time
management
Ability to offer
alternative
steps
Care in
handling and
operating
equipment
Ability to use
observation
and monitoring
techniques
LO6: Maintain a safe and secure workplace
Assessment
Criteria
6.1 Workplace
health, safety
and security
responsibilities
are identified
6.2 Framework
to maintain
workplace
health, safety
and security are
and maintained
6.3 Procedures
for identifying or
assessing
health, safety
and security
hazards and
risks are
implemented
6.4 Injuries,
illnesses and
incidents are
investigated
Contents
Conditions
Methodolo
gies
Assessment
Methods
Required
knowledge:
Procedures
Manual on
safety,
security,
health and
emergency
Online
Lecture
Online
examination
Availability
of tools,
equipment,
supplies
and
materials
Online
Role-play
Communication
 Interactive
communicatio
n with others
 Interpersonal
skills
 Good working
attitude
 Ability to work
quietly; with
cooperation;
patience,
carefulness,
cleanliness
and aesthetic
values
 Ability to
focus on task
at hand
Systems,
Processes and
Operations
 Workplace
health, safety
Online
Demonstr
ation
Simulation
Practical
demonstratio
n
Online
Interview
and security
procedure
Emergency
procedures
Personal
presentation
6.5

Organization's
health, safety

and security
effectiveness are
evaluated
Safety Practices
 Proper
disposal of
garbage
 Practice
safety
measures
 5S
Implementati
on
Child protection
duties relevant
to tourism
industry
 Rules,
regulations,
policies and
laws
Required
skills:
Ability to make
decision
Time
management
Ability to offer
alternative steps
Care in handling
and operating
equipment
Ability to use
observation and
monitoring
techniques
Contextualized
UC5:
Contribute to
workplace
innovation
Common Competencies:
Unit of Competency: PROVIDE EFFECTIVE CUSTOMER SERVICE
Modules Title:
PROVIDING EFFECTIVE CUSTOMER SERVICE
Module Descriptor: This module of competency deals with the knowledge, skills
and attitudes in providing effective customer service. It
includes greeting customer, identifying customer needs,
delivering service to customer, handling queries through
use of common business tools and technology and
handling complaints/conflict situation, evaluation and
recommendation.
Nominal Duration:
6 hours
Summary of Learning Outcomes:
LO1. Greet customer
LO2. Identify needs of customers
LO3. Deliver service to customer
LO4. Handle queries through use of common business tools and technology
LO5. Handle complaints/ conflict situations, evaluation and
recommendations
:
Details of Learning Outcomes:
LO1: Greet customer
Assessment
Criteria
1. Customers
are greeted
according to
enterprise
procedure
Contents
Conditions
Methodolo
gies
Assessment
Methods
Required
knowledge:
 Availabilit
y of
telephone
, fax
machine,
Online
Lecture
Online
examination
Online
Demonstr
ation
Online
Practical
1.
Communicatio
n
2. Verbal and
non-verbal
communications
are appropriate
to the given
situation
a. Interactive
communication
with others
b.
Interpersonal
skills/ social
graces with
sincerity
3. Non verbal
communication
are observed
when
responding to
customers
2. Safety
Practices
a. Safe work
practices
b. Personal
hygiene
4. Sensitivity to
cultural and
social
differences is
demonstrated
3. Attitude
a. Attentive,
patient and
cordial
b. Eye-to-eye
contact
c. Maintain
teamwork and
cooperation
4. Theory
a. Selling/up
selling
techniques
b. Interview
techniques
c. Conflict
resolution
d.
Communication
process
e.
Communication
barriers
Required
skills:
1. Effective
communication
skills
2. Non-verbal
communication body language
3. Good time
management
internet,
etc.
Online
Role-play
Availabilit
y of data
on
projects
and
services;
tariff and
rates,
promotion
al
activities
in place
etc.
Simulation


Availabilit
y of office
supplies
demonstratio
n
4. Ability to work
calmly and
unobtrusively
effectively
5. Ability to
handle
telephone
inquiries and
conversations
6. Correct
procedure in
handling
telephone
inquiries.
7.Proper way of
handling
complaints
8. Ability to
apply basic
principles of
conflict
resolution and
respond to
complaints
Contextualized
:
UC1:Participat
e in workplace
communication
LO2: . Identify needs of customers
Assessment
Criteria
Contents
Conditions
1.Appropriate
interpersonal
skills are used
to ensure that
customer needs
are accurately
identified
Required
knowledge:
 Availability
of
telephone,
fax
machine,
internet,
etc.
 Availability
of data on
1.
Communicatio
n
a. Interactive
communicatio
n with others
b.
Interpersonal
Methodolo
gies
Assessment
Methods
Online
Lecture
Online
examination
Online
Demonstr
ation
Online
Role-play
Online
Practical
demonstratio
n
2. Customer
needs are
assessed for
urgency so that
priority for
service delivery
can be identified
skills/ social
graces with
sincerity
projects
Simulation
and
services;
tariff and
2. Safety
rates,
Practices
promotional
a. Safe work
practices
activities in
b. Personal
place etc.
3. Customers are hygiene
 Availability
provided with
of office
3. Attitude
information
supplies
a. Attentive,
patient and
4. Personal
cordial
b. Eye-tolimitation in
eye
contact
addressing
c.
Maintain
customer and
teamwork and
colleague needs cooperation
is identified and
where
4. Theory
a. Selling/up
appropriate,
selling
assistance is
techniques
sought from
b. Interview
supervisor
techniques
c. Conflict
resolution
d.
Communicatio
n process
e.
Communicatio
n barriers
Required
skills:
1. Effective
communicatio
n skills
2. Non-verbal
communicatio
n - body
language
3. Good time
management
4. Ability to
work calmly
and
unobtrusively
effectively
5. Ability to
handle
telephone
inquiries and
conversations
6. Correct
procedure in
handling
telephone
inquiries.
7.Proper way
of handling
complaints
8. Ability to
apply basic
principles of
conflict
resolution and
respond to
complaints
Contextualize
d:
UC1:Participa
te in
workplace
communicati
on
LO3: Deliver service to customer
Assessment
Criteria
1. Customer
needs are
promptly
attended to in
line with
enterprise
procedure
2. Appropriate
rapport is
Contents
Conditions
Required
knowledge:
 Availability
of
telephone,
fax
machine,
internet,
etc.
 Availability
of data on
1.
Communicatio
n
a. Interactive
communicatio
n with others
b.
Interpersonal
Methodolo
gies
Assessment
Methods
Online
Lecture
Online
examination
Online
Demonstr
ation
Online
Role-play
Online
Practical
demonstratio
n
Simulation
maintained with
customer to
enable high
quality service
delivery
3. Opportunity to
enhance the
quality of service
and products are
taken wherever
possible
skills/ social
graces with
sincerity
projects
and
services;
tariff and
2. Safety
rates,
Practices
promotional
a. Safe work
practices
activities in
b. Personal
place etc.
hygiene
 Availability
of office
3. Attitude
supplies
a. Attentive,
patient and
cordial
b. Eye-toeye contact
c. Maintain
teamwork and
cooperation
4. Theory
a. Selling/up
selling
techniques
b. Interview
techniques
c. Conflict
resolution
d.
Communicatio
n process
e.
Communicatio
n barriers
Required
skills:
1. Effective
communicatio
n skills
2. Non-verbal
communicatio
n - body
language
3. Good time
management
4. Ability to
work calmly
and
unobtrusively
effectively
5. Ability to
handle
telephone
inquiries and
conversations
6. Correct
procedure in
handling
telephone
inquiries.
7.Proper way
of handling
complaints
8. Ability to
apply basic
principles of
conflict
resolution and
respond to
complaints
Contextualize
d UC4:
Develop
career and
life decisions
LO4: Handle queries through use of common business tools and technology
Assessment
Criteria
Contents
Conditions
1. Common
business tools
and technology
are used
efficiently to
determine
customer
requirements
Required
knowledge:
 Availability
of
telephone,
fax
machine,
internet,
etc.
 Availability
of data on
projects
and
services;
2 Queries/
information are
recorded in line
1.
Communicatio
n
a. Interactive
communicatio
n with others
b.
Interpersonal
skills/ social
graces with
sincerity
Methodolo
gies
Assessment
Methods
Online
Lecture
Online
examination
Online
Demonstr
ation
Online
Role-play
Online
Practical
demonstratio
n
Simulation
with enterprise
procedure
3 Queries are
acted upon
promptly and
correctly in line
with enterprise
procedure
2. Safety
Practices
a. Safe work
practices
b. Personal
hygiene
3. Attitude
a. Attentive,
patient and
cordial
b. Eye-toeye contact
c. Maintain
teamwork and
cooperation
4. Theory
a. Selling/up
selling
techniques
b. Interview
techniques
c. Conflict
resolution
d.
Communicatio
n process
e.
Communicatio
n barriers
Required
skills:
1. Effective
communicatio
n skills
2. Non-verbal
communicatio
n - body
language
3. Good time
management
4. Ability to
work calmly
and
unobtrusively
effectively
tariff and
rates,
promotional
activities in
place etc.
 Availability
of office
supplies
5. Ability to
handle
telephone
inquiries and
conversations
6. Correct
procedure in
handling
telephone
inquiries.
7.Proper way
of handling
complaints
8. Ability to
apply basic
principles of
conflict
resolution and
respond to
complaints
Contextualize
d UC4:
Develop
career and
life decisions
LO5: Handle complaints/ conflict situations, evaluation and
recommendations
Assessment
Criteria
Contents
Conditions
1. Guests are
greeted with a
smile and eye-toeye contact
Required
knowledge:
 Availability
of
telephone,
fax
machine,
internet,
etc.
 Availability
of data on
projects
and
services;
tariff and
rates,
2 Responsibility
for resolving the
complaint is
taken within limit
of responsibility
and according to
enterprise policy
3 Nature and
details of
1.
Communication
a. Interactive
communication
with others
b.
Interpersonal
skills/ social
graces with
sincerity
2. Safety
Practices
Methodolo
gies
Assessment
Methods
Online
Lecture
Online
examination
Online
Demonstr
ation
Online
Role-play
Online
Practical
demonstratio
n
Simulation
complaint are
established and
agreed with the
customer
a. Safe work
practices
b. Personal
hygiene
3. Attitude
4 Threats to
a. Attentive,
patient and
personal safety
are identified and cordial
b. Eye-to-eye
managed to
contact
personal safety
c. Maintain
of customers or
teamwork and
colleagues and
cooperation
appropriate
4. Theory
assistance is
a. Selling/up
organized
selling
techniques
5. Appropriate
b. Interview
action is taken to techniques
resolve the
c. Conflict
resolution
complaint to the
d.
customers
Communication
satisfaction
process
wherever
e.
possible
Communication
barriers
6. Conflict
situations are
Required
resolved within
skills:
scope of
individual
1. Effective
responsibility by
communication
applying
skills
effective
2. Non-verbal
communication
communication skills and
body language
according to
enterprise policy 3. Good time
management
4. Ability to work
calmly and
unobtrusively
effectively
5. Ability to
handle
telephone
inquiries and
conversations
promotional
activities in
place etc.
 Availability
of office
supplies
6. Correct
procedure in
handling
telephone
inquiries.
7.Proper way of
handling
complaints
8. Ability to
apply basic
principles of
conflict
resolution and
respond to
complaints
Contextualized
UC3:
Solve/Address
routine
problems
CORE COMPETENCIES
Core Competencies:
Unit of Competency:
Modules Title:
PREPARE THE DINING ROOM/RESTAURANT AREA FOR
SERVICE
PREPARING THE DINING ROOM/RESTAURANT AREA
FOR SERVICE
Module Descriptor: This module covers the knowledge and skills required in the
preparation of the dining room /restaurant area before
the start of the service operations. It involves opening
duties or the dining room mise-en-place prior to service.
This unit includes the knowledge and skills in taking
reservations, preparing service stations, table-setting,
and setting the ambiance of the food service facility.
Nominal Duration:
50 hours
Summary of Learning Outcomes:
LO1. Take table reservations
LO2. Prepare service stations and equipment
LO3. Set up the tables in the dining area
LO4. Set the mood/ambiance of the dining area
:
Details of Learning Outcomes:
LO1: Take table reservations
Assessment
Criteria
Contents
Conditions
1. Inquiries are
answered
promptly, clearly
and accurately.
Required
knowledge:
Different
tableware
and dining
room
equipment.
2. Pertinent
questions are
asked to
complete the
details of the
reservations.
3. Reservations
data are
recorded on
forms accurately
based on
establishment’s
standards.
Reservations
process
4. Details of the
reservations are
repeated back
and confirmed
with the party
making the
reservation.
5. Additional
information
about the food
service
establishment is
provided when
necessary.
Foodservice
operations
Basic types of
tableware
a. Dinnerware
b. Beverage
ware/glasswar
e
c. Silverware/
cutlery
General rules
in laying
covers/table
set-up
Different
napkin folding
styles
Station miseen-place
Telephone
ethics
Table skirting
styles
Banquet setup styles
Required
skills:
Taking
reservations
Table set-up
Napkin folding
Table
skirting and
set-up
paraphernali
a
Cloth napkins
(correct size
and material)
Methodolo
gies
Assessment
Methods
Lecture-
Written
and/or oral
Discussion questions to
test
Demonstra candidate’s
tion with
knowledge
return
on the
demo
different
tableware
Role Play
and
equipment
Audioand Station
visual
mise-enpresentatio place
ns
Visual aids
(photos,
drawings)
Actual
Demonstr
ation
Simulation/ro
le play to
test the
candidate’s
knowledge
and skills in
taking
reservations
telephone
skills
Practical/De
monstration
for table
setting,
skirting and
napkin
folding
Demonstrati
on to show
the types of
service
Skirting
buffet/display
tables
Banquet setups
LO2: Prepare service stations and equipment
Assessment
Criteria
Contents
Conditions
1. Service or
waiter’s stations
are stocked with
supplies
necessary for
service.
Required
knowledge:
Different
tableware
and dining
room
equipment.
2. All tableware
and dining room
equipment are
cleaned, wiped
and put in their
proper places.
Basic types of
tableware
3. Special tent
cards and similar
special displays
are put up for
promotion.
4. Cleanliness
and condition of
all tables,
tableware and
dining room
equipment are
checked.
5. Water pitchers
and ice buckets
are filled.
6. Electrical
appliance or
Foodservice
operations
Reservations
process
a. Dinnerware
b. Beverage
ware/glasswar
e
c. Silverware/
cutlery
General rules
in laying
covers/table
set-up
Different
napkin folding
styles
Station miseen-place
Telephone
ethics
Table skirting
styles
Banquet setup styles
Table
skirting and
set-up
paraphernali
a
Cloth napkins
(correct size
and material)
Methodolo
gies
Assessment
Methods
Lecture-
Written
and/or oral
Discussion questions to
test
Demonstra candidate’s
tion with
knowledge
return
on the
demo
different
tableware
Role Play
and
equipment
Audioand Station
visual
mise-enpresentatio place
ns
Visual aids
(photos,
drawings)
Actual
Demonstr
ation
Simulation/ro
le play to
test the
candidate’s
knowledge
and skills in
taking
reservations
telephone
skills
Practical/De
monstration
for table
setting,
skirting and
napkin
folding
equipment like
coffee pots, tea
pots, plate
warmers etc. in
the dining area
are turned on
and kept ready.
Required
skills:
Demonstrati
on to show
the types of
service
Taking
reservations
Table set-up
Napkin folding
7. Condiments
and sauce
bottles are
refilled and the
necks and tops
of the bottles are
wiped clean and
dry.
Skirting
buffet/display
tables
Banquet setups
LO3 Set up the tables in the dining area
Assessment
Criteria
Contents
Conditions
Methodolo
gies
1. Tables are set
according to the
standards of the
food service
establishment.
Required
knowledge:
Different
tableware
and dining
room
equipment
.
Lecture-
2. In cases
where the menu
is pre-arranged
or fixed, covers
are set correctly
according to the
predetermined
menu.
3. Tableware
and glassware
are wiped and
polished before
they are set up
on the table.
4. Cloth napkins
are folded
Foodservice
operations
Reservations
process
Basic types of
tableware
a. Dinnerware
b. Beverage
ware/glassware
c. Silverware/
cutlery
Written
and/or oral
Discussion questions to
test
Demonstra candidate’s
tion with
knowledge
Table
return
on the
skirting
demo
different
and set-up
tableware
paraphern
Role
Play
and
alia
equipment
Audioand Station
Cloth
visual
mise-ennapkins
presentatio
place
(correct size
ns
and
General rules in material)
laying
covers/table setup
Different napkin
folding styles
Station mise-enplace
Assessment
Methods
Visual aids
(photos,
drawings)
Actual
Demonstr
ation
Simulation/ro
le play to
test the
candidate’s
knowledge
and skills in
taking
reservations
properly and laid
on the table
appropriately
according to
napkin folding
style.
5.Buffet or
display tables
are skirted
properly taking
into account
symmetry,
balance and
harmony in size
and design.
Telephone
ethics
telephone
skills
Table skirting
styles
Practical/De
monstration
for table
setting,
skirting and
napkin
folding
Banquet set-up
styles
Required
skills:
Taking
reservations
Demonstrati
on to show
the types of
service
Table set-up
Napkin folding
Skirting
buffet/display
tables
Banquet set-ups
Contextualized
:
UC2: Work in
a Team
Environment
LO4 Set the mood/ambiance of the dining area
Assessment
Criteria
Contents
Conditions
1. Lights are
adjusted
according to time
of the day.
Required
knowledge:
Different
tableware
and dining
room
equipment.
2. Tables, chairs
and other dining
room furniture
are arranged to
ensure comfort
and convenience
of the guests.
Reservations
process
Foodservice
operations
Basic types of
tableware
Table
skirting and
set-up
paraphernali
a
a. Dinnerware
b. Beverage
ware/glasswar
e
Cloth napkins
(correct size
and material)
Methodolo
gies
Lecture-
Assessment
Methods
Written
and/or oral
Discussion questions to
test
Demonstra candidate’s
tion with
knowledge
return
on the
demo
different
tableware
Role Play
and
equipment
Audioand Station
visual
mise-enplace
3. Appropriate
music is played
when applicable
4. Floors/carpets
are cleaned and
made sure are
dry.
5. Air-condition
or cooling units
are adjusted for
the comfort of
the guests
6. Decorations
are set-up
according to
theme or
concept of the
dining room.
c. Silverware/
cutlery
presentatio
ns
General rules
in laying
covers/table
set-up
Visual aids
(photos,
drawings)
Different
napkin folding
styles
Actual
Demonstr
ation
Station miseen-place
Telephone
ethics
Table skirting
styles
Banquet setup styles
Required
skills:
Taking
reservations
Simulation/ro
le play to
test the
candidate’s
knowledge
and skills in
taking
reservations
telephone
skills
Practical/De
monstration
for table
setting,
skirting and
napkin
folding
Demonstrati
on to show
the types of
service
Table set-up
Napkin folding
Skirting
buffet/display
tables
Banquet setups
Core Competencies:
Unit of Competency:
Modules Title:
Module Descriptor:
WELCOME GUESTS AND TAKE FOOD AND BEVERAGE
ORDERS
WELCOMING GUESTS AND TAKE FOOD AND BEVERAGE
ORDERS
This unit deals with the knowledge and skills required in
providing pre-meal services to the dining guests as soon
as they arrive in the foodservice facility. It covers the
dining room or restaurant service procedures before the
food and beverage orders are served. This unit involves
the initial steps in the sequence of service that includes
the welcoming of guests, seating the guests, taking food
and beverage orders and liaising between the kitchen
and the service area.
Nominal Duration:
50 hours
Summary of Learning Outcomes:
LO1. Welcome and greet guests
LO2. Seat the guests
LO3. Take food and beverage orders
LO4. Liaise between kitchen and service areas
:
Details of Learning Outcomes:
LO1. Welcome and greet guests
Assessment
Criteria
Contents
Conditions
1.1 Guests are
acknowledged
as soon as they
arrive.
Required
knowledge:
Different
order taking
systems
Lecture-
Different
menu forms
Sequence of
Food Service
Demonstra
Simulation/role
tion with
plays to test
return
the candidate’s
demo
knowledge and
skills in:
Role Play
a. Welcoming
and greeting
guests
Basic Menu
types
b. Seating the
guests
Order taking
procedures
c. Taking food
and beverage
orders.
1.2 Guests are
greeted with an
appropriate
welcome.
1.3 Details of
reservations are
checked based
on established
standard policy.
Welcoming
and greeting
guests
procedures
Seating guests
procedures
Principles of
promotion and
selling
Methodolo
gies
Discussion
Assessment
Methods
Practical
demonstration
or
Suggestive
selling
techniques
Product and
service
knowledge
Required
skills:
Basic
communicatio
n skills
Taking food
and beverage
order
Skill in
Technology
knowledge
(e.g. POS,
electronic
order tablet,
etc
LO2. Seat the guests
Assessment
Criteria
Contents
Conditions
2.1 Guests are
escorted and
seated according
to table
allocations
Required
knowledge:
Different
order taking
systems
2.2 Tables are
utilized
according to the
number of party.
2.3 Guests are
seated evenly
among stations
to control the
traffic flow of
Welcoming
and greeting
guests
procedures
Seating guests
procedures
Sequence of
Food Service
Basic Menu
types
Different
menu forms
Methodolo
gies
LectureDiscussion
Demonstra
tion with
return
demo
Role Play
Assessment
Methods
Practical
demonstration
or
Simulation/role
plays to test
the candidate’s
knowledge and
skills in:
a. Welcoming
and greeting
guests
b. Seating the
guests
guests in the
dining room.
Order taking
procedures
2.4 Cloth
napkins are
opened for the
guests when
applicable.
Principles of
promotion and
selling
2.5 Water is
served when
applicable,
according to the
standards of the
foodservice
facility.
c. Taking food
and beverage
orders.
Suggestive
selling
techniques
Product and
service
knowledge
Required
skills:
Basic
communicatio
n skills
Taking food
and beverage
order
Skill in
Technology
knowledge
(e.g. POS,
electronic
order tablet,
etc
LO3. Take food and beverage orders
Assessment
Criteria
3.1 Guests are
presented with
the menu
according to
established
standard
practice.
Contents
Conditions
Required
knowledge:
Different
order taking
systems
Lecture-
Different
menu forms
Demonstra
tion with
return
demo
Welcoming
and greeting
guests
procedures
Seating guests
procedures
Methodolo
gies
Discussion
Assessment
Methods
Practical
demonstration
or
Simulation/role
plays to test
the candidate’s
knowledge and
skills in:
3.2 Orders are
taken completely
in accordance
with the
establishment’s
standard
procedures.
3.3 Special
requests and
requirements are
noted accurately.
3.4 Orders are
repeated back to
the guests to
confirm items.
3.5 Tableware
and cutlery
appropriate for
the menu
choices are
provided and
adjusted in
accordance with
establishment
procedures
Role Play
Sequence of
Food Service
a. Welcoming
and greeting
guests
Basic Menu
types
b. Seating the
guests
Order taking
procedures
c. Taking food
and beverage
orders.
Principles of
promotion and
selling
Suggestive
selling
techniques
Product and
service
knowledge
Required
skills:
Basic
communicatio
n skills
Taking food
and beverage
order
Skill in
Technology
knowledge
(e.g. POS,
electronic
order tablet,
etc
LO4. Liaise between kitchen and service areas
Assessment
Criteria
Contents
Conditions
Methodolo
gies
Assessment
Methods
4.1 Orders are
placed and sent
to the kitchen
promptly.
4.2 Quality of
food is checked
in accordance
with
establishment
standards
4.3 Tableware is
checked for
chips, marks,
cleanliness,
spills, and drips
4.4 Plates and/or
trays are carried
out safely.
4.5 Colleagues
are advised
promptly
regarding
readiness of
items for service
4.6 Information
about special
requests, dietary
or cultural
requirements is
relayed
accurately to
kitchen where
appropriate.
4.7 Work
technology are
observed
according to
establishment
standard policy
and procedures
Required
knowledge:
Different
order taking
systems
Lecture-
Different
menu forms
Sequence of
Food Service
Demonstra
tion with
Simulation/role
return
plays to test
demo
the candidate’s
knowledge and
skills in:
Role Play
a. Welcoming
and greeting
guests
Basic Menu
types
b. Seating the
guests
Order taking
procedures
c. Taking food
and beverage
orders.
Welcoming
and greeting
guests
procedures
Seating guests
procedures
Principles of
promotion and
selling
Suggestive
selling
techniques
Product and
service
knowledge
Required
skills:
Basic
communicatio
n skills
Taking food
and beverage
order
Skill in
Technology
knowledge
(e.g. POS,
electronic
Discussion
Practical
demonstration
or
order tablet,
etc
Core Competencies:
Unit of Competency:
Modules Title:
Module Descriptor:
PROMOTE FOOD AND BEVERAGE PRODUCTS
PROMOTING FOOD AND BEVERAGE PRODUCTS
This module deals with the knowledge and skills required
in the provision of food and beverage service particularly
in the guest room of a commercial accommodation
establishment.
Nominal Duration:
50 hours
Summary of Learning Outcomes:
LO1. Know the product
LO2. Undertake Suggestive selling
LO3. Carry out Up selling strategies
Details of Learning Outcomes:
LO1: Know the product
Assessment
Criteria
Contents
1. Names and
pronunciations of
dishes in the
menu are
mastered.
Required
knowledge:
Menu
familiarization
2. Ingredients of
dishes are
memorized.
Types of Menus
3. Sauces and
accompaniments
are known by
heart.
Beverage
pairing
4. Descriptions
of every item in
the menu are
studied.
5. Common food
allergens are
Food pairing
Suggestive
selling
techniques and
principles
Up selling
techniques
Food allergens
Conditions
Methodolo
gies
Assessment
Methods
Menu
LectureDiscussion
Practical
demonstration
or
Order
taking
systems
Role Play
Actual
Demonstr
ation
Simulation/role
plays to test
the candidate’s
knowledge and
skills in
suggestive
selling and up
selling
mastered to
prevent serious
health
consequences.
Required
skills:
Basic
communication
skills
Ability to apply
selling
techniques
Ability to make
suggestions and
recommendatio
ns in line with
customer wants
and needs
Contextualized
UC9: Practice
entrepreneurial
skills in the
workplace
LO2 Undertake Suggestive selling
Assessment
Criteria
Contents
1. Information
about the food
items are
provided in clear
explanations and
descriptions.
Required
knowledge:
Menu
familiarization
Types of Menus
2. Items on
specials or
promos are
offered to assist
guests with food
and beverage
selections.
3. Name of
specific menu
Food pairing
Beverage
pairing
Suggestive
selling
techniques and
principles
Conditions
Methodolo
gies
Assessment
Methods
Menu
LectureDiscussion
Practical
demonstratio
n or
Order
taking
systems
Role Play
Actual
Demonstr
ation
Simulation/ro
le plays to
test the
candidate’s
knowledge
and skills in
suggestive
selling and
up selling
items are
suggested to
guests rather
than just
mentioning the
general
categories in
the menu to
help them make
the choice and
know what they
want.
4. Standard food
and beverage
pairings are
recommended.
5. Several
choices are
given to provide
more options to
guests
6. Descriptive
words are used
while explaining
the dishes to
make it more
tempting and
appetizing.
Up selling
techniques
Food allergens
Required
skills:
Basic
communication
skills
Ability to apply
selling
techniques
Ability to make
suggestions and
recommendatio
ns in line with
customer wants
and needs
Contextualized
UC9: Practice
entrepreneurial
skills in the
workplace
7. Suggestive
selling is carried
out discreetly so
as not to be too
pushy or too
aggressive.
LO3 Carry out up selling strategies
Assessment
Criteria
Contents
1. Slow moving
but highly
profitable items
are
suggested to
Required
knowledge:
Menu
familiarization
Conditions
Methodolo
gies
Assessment
Methods
Menu
LectureDiscussion
Practical
demonstratio
n or
Role Play
increase guest
check.
Types of Menus
2. Second
servings of items
ordered are
offered.
Food pairing
3. Food portion
or size is
mentioned for
possible
adjustments with
the orders.
Suggestive
selling
techniques and
principles
4. New items are
recommended to
regular guests to
encourage them
to try other items
in the menu.
Beverage
pairing
Order
taking
systems
Actual
Demonstr
ation
Simulation/ro
le plays to
test the
candidate’s
knowledge
and skills in
suggestive
selling and
up selling
Up selling
techniques
Food allergens
Required
skills:
Basic
communication
skills
Ability to apply
selling
techniques
Ability to make
suggestions and
recommendatio
ns in line with
customer wants
and needs
Contextualized
UC9: Practice
entrepreneurial
skills in the
workplace
Core Competencies:
Unit of Competency:
PROVIDE FOOD AND BEVERAGE SERVICES TO
GUESTS
Modules Title:
Module Descriptor:
Nominal Duration:
PROVIDING FOOD AND BEVERAGE SERVICES TO
GUESTS
This module deals with the knowledge and skills required
in the provision of food and beverage service to guests in
various types of dining venues and diverse styles of
service. This unit focuses on the procedures in the delivery
of food and beverages to the guest as well as on the
knowledge and skills that underpins the efficient work
performance in assisting the dining guest during and after
the meal service.
60 hours
Summary of Learning Outcomes:
LO1. Serve food orders
LO2. Assist the diners
LO3. Perform banquet or catering food service
LO4. Serve Beverage Orders
LO5. Process payments and receipts
LO6. Conclude food service and close down dining area
LO7. Manage intoxicated persons
:
Details of Learning Outcomes:
LO1: Serve food orders
Contents
Conditions
Methodolo
gies
1. Food orders
are picked up
promptly from
service areas.
Required
knowledge:
LectureDiscussion
2. Food orders
are checked for
presentation and
appropriate
garnish and
accompaniments
.
General
service
principles
Different
kinds of
tableware:
dinnerware
,
glassware,
flatware,
hollowwar
e
Assessment
Criteria
Different Food
service styles
Sequence of
service
Handling
guests with
special needs
Wines
(unopened
bottles)
Bar tools
(e.g. Cork
Assessment
Methods
5.1 Written
and/or oral
questions
AV/Film
to test
viewing
candidate’s
knowledge
Demonstra on:
tion
5.1.1 The
Role Play
sequence
of service
Actual
5.1.2
Demonstr Different
ation
food
service
styles
3. Food orders
are served to the
guests who
ordered them.
4. Food orders
are served and
cleared with
minimal
disturbance to
the other guests
and in
accordance to
hygienic
requirements.
5.Food orders
are served in
accordance with
the enterprise
serving style
standards.
6. Name of the
dish or order is
mentioned upon
serving the
guest.
Wine
knowledge
and service
Banquet
service
Food safety
principles
screw or
wine
opener)
Dining
room/restaur
ant
equipment
e.g Coffee
pots.
dumbwaiter
(stand)
5.1.3
Banquet
service
5.1.4
Beverage
service
5.1.5
Assisting
the dining
guests
5.2
Demonstra
tion with
questionin
g on :
5.2.1
Sequence
of service
5.2.2 Food
service
styles
5.2.3 How
to present,
open and
serve wine
in front of
the guest
Required
skills:
Food service
styles
Carrying
plates and
trays
Presenting
and opening
wines
Beverage
service
7. Sequence of
service and
meal delivery is
monitored in
accordance with
enterprise
procedures.
LO2 Assist the diners
Assessment
Criteria
Contents
Conditions
Methodolo
gies
Assessment
Methods
1. Additional
requests or
needs of the
guests are
anticipated.
2. Additional
food and
beverage are
offered and
served at the
appropriate
times.
3. Necessary
condiments and
appropriate
tableware are
provided based
on the food
order.
4. Delays or
deficiencies in
service are
recognized and
followed up
promptly based
on enterprise
policy.
5. The “3minute check”
is conducted to
check guest ‘s
satisfaction.
6. Children and
guests with
special needs
are treated with
extra attention
and care.
Required
knowledge:
Different Food
service styles
General
service
principles
Sequence of
service
Handling
guests with
special needs
Wine
knowledge
and service
Banquet
service
Food safety
principles
Required
skills:
Food service
styles
Carrying
plates and
trays
Presenting
and opening
wines
Beverage
service
Different
kinds of
tableware:
dinnerware
,
glassware,
flatware,
hollowwar
e
Wines
(unopened
bottles)
Bar tools
(e.g. Cork
screw or
wine
opener)
Dining
room/restaur
ant
equipment
e.g Coffee
pots.
dumbwaiter
(stand)
LectureDiscussion
5.1
Written
and/or
AV/Film
oral
viewing
questions
to test
Demonstra candidate’
s
tion
knowledg
Role Play
e on:
Actual
5.1.1 The
Demonstr sequence
ation
of service
5.1.2
Different
food
service
styles
5.1.3
Banquet
service
5.1.4
Beverage
service
5.1.5
Assisting
the dining
guests
5.2
Demonstr
ation with
questionin
g on :
5.2.1
Sequence
of service
5.2.2
Food
service
styles
5.2.3 How
to present,
open and
serve
wine
in
front of the
guest
LO3 Perform banquet or catering food service
Assessment
Criteria
Contents
Conditions
Methodolo
gies
1. Service ware
are prepared and
checked for
completeness
ahead of time.
Required
knowledge:
Different
kinds of
tableware:
dinnerware
,
glassware,
flatware,
hollowwar
e
LectureDiscussion
2. Tables and
chairs are set up
in accordance
with the event
requirements.
3. Food is served
according to
general service
principles.
4. Food is
handled based
on food safety
procedures.
5. Coordinated
service of meal
courses is
ensured.
6. Assigned
areas are kept
clean in
accordance with
enterprise
procedures.
Different Food
service styles
General service
principles
Sequence of
service
Handling guests
with special
needs
Wines
(unopened
bottles)
Bar tools
(e.g. Cork
Wine knowledge screw or
wine
and service
opener)
Banquet service Dining
room/restaur
Food safety
ant
principles
equipment
e.g Coffee
Required
pots.
skills:
dumbwaiter
(stand)
Food service
styles
Carrying plates
and trays
Presenting and
opening wines
Beverage
service
Assessment
Methods
5.1
Written
and/or
oral
AV/Film
viewing
questions
to test
Demonstra candidate’
tion
s
Role Play
knowledg
e on:
Actual
5.1.1 The
Demonstr sequence
ation
of service
5.1.2
Different
food
service
styles
5.1.3
Banquet
service
5.1.4
Beverage
service
5.1.5
Assisting
the dining
guests
5.2
Demonstr
ation with
questionin
g on :
5.2.1
Sequence
of service
5.2.2
Food
7. Tables are
cleared and
soiled dishes
prepared to be
brought for
dishwashing
after the event or
function,
Contextualized
:
UC7: Practice
occupational
safety and
health policies
and
procedures
service
styles
5.2.3 How
to present,
open and
serve
wine
in
front of the
guest
8. Number of
guests being
served is noted
and monitored.
LO4 Serve Beverage Orders
Assessment
Criteria
1. Beverage
orders are
picked up
promptly from
the bar.
2. Beverage
orders are
checked for
presentation and
appropriate
garnishes.
3. Beverages are
served at
appropriate
times during
meal.
4. Beverages are
served efficiently
according to
established
Contents
Conditions
Methodolo
gies
Required
knowledge:
Different
kinds of
tableware:
dinnerware
,
glassware,
flatware,
hollowwar
e
LectureDiscussion
Different Food
service styles
General
service
principles
Sequence of
service
Handling
guests with
special needs
Wine
knowledge
and service
Banquet
service
Food safety
principles
Wines
(unopened
bottles)
Bar tools
(e.g. Cork
screw or
wine
opener)
Dining
room/restaur
ant
equipment
e.g Coffee
pots.
Assessment
Methods
5.1
Written
and/or
oral
AV/Film
questions
viewing
to test
Demonstra candidate’
s
tion
knowledg
Role Play
e on:
5.1.1 The
Actual
Demonstr sequence
of service
ation
5.1.2
Different
food
service
styles
5.1.3
Banquet
service
5.1.4
Beverage
service
5.1.5
Assisting
standards of
service.
5. Beverages are
served at the
right
temperature.
6. For full bottle
wine orders,
wine is opened
efficiently with
minimal
disturbance to
the other guests.
7. Wine service
is carried out in
accordance with
establishment
procedures.
8. Coffee and/or
tea service is
carried out in
accordance with
establishment
procedure.
Required
skills:
dumbwaiter
(stand)
the dining
guests
5.2
Demonstr
ation with
questionin
g on :
5.2.1
Sequence
of service
5.2.2
Food
service
styles
5.2.3 How
to present,
open and
serve
wine
in
front of the
guest
Food service
styles
Carrying
plates and
trays
Presenting
and opening
wines
Beverage
service
Contextualize
d:
UC7: Practice
occupational
safety and
health
policies and
procedures
LO5 Process payments and receipts
Assessment
Criteria
Contents
Conditions
Methodolo
gies
1. Bills are
prepare and
processed
accurately in
coordination with
cashier.
Required
knowledge:
Different
kinds of
tableware:
dinnerware
,
glassware,
flatware,
hollowwar
e
LectureDiscussion
2. Amount due is
verified with
customer.
Different Food
service styles
General
service
principles
Assessment
Methods
5.1
Written
and/or
oral
AV/Film
viewing
questions
to test
Demonstra candidate’
tion
s
knowledg
Role Play
e on:
3. Cash and
non-cash
payments are
accepted and
receipts are
issued.
4. Change are
given as
required.
5. Required
documentation
is completed in
accordance
with enterprise
policy.
Sequence of
service
Handling
guests with
special needs
Wine
knowledge
and service
Banquet
service
Food safety
principles
Wines
(unopened
bottles)
Actual
Demonstr
ation
Bar tools
(e.g. Cork
screw or
wine
opener)
Dining
room/restaur
ant
equipment
e.g Coffee
pots.
dumbwaiter
(stand)
Required
skills:
5.1.1 The
sequence
of service
5.1.2
Different
food
service
styles
5.1.3
Banquet
service
5.1.4
Beverage
service
5.1.5
Assisting
the dining
guests
5.2
Demonstr
ation with
questionin
g on :
5.2.1
Sequence
of service
5.2.2
Food
service
styles
5.2.3 How
to present,
open and
serve
wine
in
front of the
guest
Food service
styles
Carrying
plates and
trays
Presenting
and opening
wines
Beverage
service
LO6 Conclude food service and close down dining area
Assessment
Criteria
Contents
Conditions
Methodolo
gies
Assessment
Methods
1. Soiled dishes
are removed
when guests are
Required
knowledge:
Different
kinds of
tableware:
dinnerware
LectureDiscussion
5.1
Written
and/or
oral
finished with the
meal.
Different Food
service styles
2. Food scraps
are handled in
accordance with
hygiene
regulations and
enterprise
procedures.
General
service
principles
3. Equipment are
cleaned and
stored in
accordance with
hygiene
regulations and
enterprise
procedures.
4. Tables are
cleared, reset
and made ready
for the next
sitting when
guests are
finished with the
meal.
5. Guests are
thanked and
given a warm
farewell.
6. Electrical
equipment is
turned off where
appropriate.
Sequence of
service
Handling
guests with
special needs
Wine
knowledge
and service
Banquet
service
Food safety
principles
Required
skills:
Food service
styles
Carrying
plates and
trays
Presenting
and opening
wines
Beverage
service
Contextualize
d:
UC7: Practice
occupational
safety and
health
,
glassware,
flatware,
hollowwar
e
Wines
(unopened
bottles)
Bar tools
(e.g. Cork
screw or
wine
opener)
Dining
room/restaur
ant
equipment
e.g Coffee
pots.
dumbwaiter
(stand)
AV/Film
viewing
questions
to test
candidate’
Demonstra s
tion
knowledg
e on:
Role Play
5.1.1 The
Actual
sequence
Demonstr of service
ation
5.1.2
Different
food
service
styles
5.1.3
Banquet
service
5.1.4
Beverage
service
5.1.5
Assisting
the dining
guests
5.2
Demonstr
ation with
questionin
g on :
5.2.1
Sequence
of service
5.2.2
Food
service
styles
5.2.3 How
to present,
open and
serve
wine
in
front of the
guest
policies and
procedures
LO7 Manage intoxicated persons
Assessment
Criteria
1. Levels of
intoxication of
customers are
determined
2. Difficult
situations are
referred to an
appropriate
person
3. Appropriate
procedures are
applied to the
situation and in
accordance with
enterprise policy
4. Legislative
requirements are
applied
Contents
Conditions
Methodolo
gies
Required
knowledge:
Different
kinds of
tableware:
dinnerware
,
glassware,
flatware,
hollowwar
e
LectureDiscussion
Different Food
service styles
General
service
principles
Sequence of
service
Handling
guests with
special needs
Wine
knowledge
and service
Banquet
service
Food safety
principles
Required
skills:
Food service
styles
Carrying
plates and
trays
Presenting
and opening
wines
Wines
(unopened
bottles)
Bar tools
(e.g. Cork
screw or
wine
opener)
Dining
room/restaur
ant
equipment
e.g Coffee
pots.
dumbwaiter
(stand)
Assessment
Methods
5.1
Written
and/or
oral
AV/Film
questions
viewing
to test
Demonstra candidate’
s
tion
knowledg
Role Play
e on:
Actual
5.1.1 The
Demonstr sequence
ation
of service
5.1.2
Different
food
service
styles
5.1.3
Banquet
service
5.1.4
Beverage
service
5.1.5
Assisting
the dining
guests
5.2
Demonstr
ation with
questionin
g on :
5.2.1
Sequence
of service
5.2.2
Food
service
styles
Beverage
service
Core Competencies:
Unit of Competency:
Modules Title:
Module Descriptor:
Nominal Duration:
5.2.3 How
to present,
open and
serve
wine
in
front of the
guest
PROVIDE ROOM SERVICE
PROVIDING ROOM SERVICE
This module deals with the knowledge and skills required
in the provision of food and beverage service particularly in
the guest room of a commercial accommodation
establishment.
60 hours
Summary of Learning Outcomes:
LO1. Take and process room service orders
LO2. Set up trays and trolleys
LO3. Present and serve food and beverage orders to guests
LO4. Present room service account
LO5. Clear away room service equipment
:
Details of Learning Outcomes:
LO1: Take and process room service orders
Contents
Conditions
Methodolo
gies
1. Telephone
call is
answered
promptly and
courteously in
accordance
with customer
service
standards.
Required
Knowledge:
Food and
beverage
room service
supplies and
equipment
LectureDiscussion
2. Guests’
name is
Required
Skills:
Assessment
Criteria
Room service
procedures
Suggestive
selling
Assessment
Methods
Demonstrati
on with
questioning
AV/Film
of the
viewing
candidate
taking a
Room service Demonstra room service
menu
tion
orders and
preparing a
Room service Role Play
tableware
checked and
used
throughout the
interaction
3. Details of
orders are
clarified,
repeated and
checked with
guests for
accuracy
4. Suggestive
selling
techniques are
used.
5. Guests are
advised of
approximate
time of delivery
6. Relevant
information
are recorded
and checked in
accordance
with
establishment
policy and
procedures
7. Room
service orders
received from
doorknob
dockets are
interpreted
accurately.
8. Orders are
promptly
transferred and
relayed to
appropriate
and
appointments
Take room
service orders
Setting up
trays or
trolleys
Suggestive
selling
room service
tray.
Role play on
the whole
room service
procedure
location for
preparation.
LO2 Set up trays and trolleys
Contents
Conditions
Methodolo
gies
1. Room
service
equipment
and supplies
are prepared
in accordance
with
establishment
procedures.
Required
Knowledge:
Food and
beverage
room service
supplies and
equipment
LectureDiscussion
2. Proper room
service
equipment and
supplies are
selected and
checked for
cleanliness
and condition.
Required
Skills:
Assessment
Criteria
3. Trays and
trolleys are set
up keeping in
mind balance,
safety and
attractiveness.
4. Room
service trays
or trolleys are
set up
according to
the food and
beverage
ordered
5. Orders are
checked
before leaving
Room service
procedures
Suggestive
selling
Take room
service orders
Setting up
trays or
trolleys
Suggestive
selling
Assessment
Methods
Demonstrati
on with
questioning
AV/Film
of the
viewing
candidate
taking a
Room service Demonstra room service
menu
tion
orders and
preparing a
Room service Role Play
room service
tableware
tray.
and
appointments
Role play on
the whole
room service
procedure
the kitchen for
delivery.
6. Food items
are covered
during
transportation to
the room.
LO3; Present and serve food and beverage orders to guests
Assessment
Criteria
Contents
Conditions
Methodolo
gies
1. The guest’s
name is verified
on the bill before
announcing the
staff’s presence
outside the door.
Required
Knowledge:
Food and
beverage
room service
supplies and
equipment
LectureDiscussion
Conditions
Methodolo
gies
2. Guests are
greeted politely
in accordance
with the with
establishment’s
service
procedures.
3. Guests are
asked where
they want the
tray or trolley
positioned.
4. Food orders
are delivered on
the time desired
by the guest.
Room service
procedures
Suggestive
selling
Required
Skills:
Take room
service orders
Assessment
Methods
Demonstrati
on with
questioning
AV/Film
of the
viewing
candidate
taking a
Room service Demonstra room service
menu
tion
orders and
preparing a
Room service Role Play
room service
tableware
tray.
and
appointments
Role play on
the whole
room service
procedure
Setting up
trays or
trolleys
Suggestive
selling
LO4 Present room service account
Assessment
Criteria
Contents
Assessment
Methods
1. Guests’
accounts are
checked for
accuracy and
presented in
accordance with
establishment
procedures
2. Cash
payments are
acknowledged
and then
presented to the
cashier for
processing in
accordance with
establishment
guidelines
3. For charge
accounts,
guests are
asked to sign
the bills.
Required
Knowledge:
Room service
procedures
Suggestive
selling
Required
Skills:
Take room
service orders
Food and
beverage
room service
supplies and
equipment
LectureDiscussion
Demonstrati
on with
questioning
AV/Film
of the
viewing
candidate
taking a
Room service Demonstra room service
orders and
menu
tion
preparing a
Room service Role Play
room service
tableware
tray.
and
appointments
Role play on
the whole
room service
procedure
Setting up
trays or
trolleys
Suggestive
selling
LO5 Clear away room service equipment
Assessment
Criteria
Contents
Conditions
Methodolo
gies
1. Procedure to
take away the
tray or trolley
when the guests
have finished
their meal is
explained.
Required
Knowledge:
Food and
beverage
room service
supplies and
equipment
LectureDiscussion
2. Floors are
checked and
cleared in
accordance with
establishment
policy and
guidelines.
Room service
procedures
Suggestive
selling
Required
Skills:
Take room
service orders
Assessment
Methods
Demonstrati
on with
questioning
AV/Film
of the
viewing
candidate
taking a
Room service Demonstra room service
menu
tion
orders and
preparing a
Room service Role Play
room service
tableware
tray.
and
appointments
Role play on
the whole
3. Dirty trays are
cleared in
accordance with
the
establishment’s
procedure.
room service
procedure
Setting up
trays or
trolleys
Suggestive
selling
4. Trays and
trolleys are
cleaned and
returned to the
room service
area.
Core Competencies:
Unit of Competency
Modules Title:
Module Descriptor:
Nominal Duration:
RECEIVE AND HANDLE GUEST CONCERNS
RECEIVING AND HANDLING GUEST CONCERNS
This module deals with the knowledge and skills required
in receiving and handling guest complaints.
50 hours
Summary of Learning Outcomes:
LO1. Listen to the complaint
LO2. Apologize to the guest
LO3. Take proper action on the complaint.
LO4. Record complaint.
Details of Learning Outcomes:
LO1: Listen to the complaint
Assessment
Criteria
Contents
Conditions
Methodolo
gies
Assessment
Methods
1. The entire
story or issue of
concern is
obtained from
the guest
without
interruption.
Required
Knowledge
Actual
documents or
records of
guest
complaints
LectureDiscussion
Role
play/Simulati
on to test
candidate’s
knowledge
and skills in
listening to
guest
complaints,
paraphrasing
2. Details of the
guest
General
service
principles/St
andards of
service
Feedback
forms
Role Play
Actual
Demonstr
ation
complaint or
concern are
noted.
3. Full attention
is given to the
complaining
guest.
4. Guest
complaint is
paraphrased to
determine if the
concern is
correctly
understood.
concerns
and taking
action on the
guest
complaint.
Sequence
of service
Handling
guests with
special
needs
Dealing with
difficult
customer/cli
ents
Required
Skills:
Listening
skills
Basic
problem
solving
skills
Effective
communicat
ion skills
Summarizing
and
paraphrasing
LO2 Apologize to the guest
Assessment
Criteria
1. Sincere
apology is
offered for the
disservice.
2. Empathy is
shown to the
guest to show
genuine
Contents
Conditions
Methodolo
gies
Assessment
Methods
Required
Knowledge
Actual
documents or
records of
guest
complaints
LectureDiscussion
Role
play/Simulati
on to test
candidate’s
knowledge
and skills in
listening to
guest
complaints,
General
service
principles/St
andards of
service
Feedback
forms
Role Play
Actual
Demonstr
ation
concern and
consideration.
Sequence
of service
3. Excuses or
blaming others
are avoided.
Handling
guests with
special
needs
4. Gratitude is
expressed to the
guest for
bringing the
matter up for
attention.
paraphrasing
concerns
and taking
action on the
guest
complaint.
Dealing with
difficult
customer/cli
ents
Required
Skills:
Listening
skills
Basic
problem
solving
skills
Effective
communicat
ion skills
Summarizing
and
paraphrasing
LO3 Take proper action on the complaint.
Assessment
Criteria
Contents
Conditions
Methodolo
gies
Assessment
Methods
1. Appropriate
action is taken
regarding
guest’s
concerns.
Required
Knowledge
Actual
documents or
records of
guest
complaints
LectureDiscussion
Role
play/Simulati
on to test
candidate’s
knowledge
and skills in
listening to
guest
complaints,
paraphrasing
2. The right
person or
department
who can solve
General
service
principles/St
andards of
service
Feedback
forms
Role Play
Actual
Demonstr
ation
the problem is
informed for
proper action.
3. Difficult
situations or
serious
concerns are
elevated or
referred to
higher
authority.
4. Problem is
followed-up to
check whether
it solved or not.
concerns
and taking
action on the
guest
complaint.
Sequence
of service
Handling
guests with
special
needs
Dealing with
difficult
customer/cli
ents
Required
Skills:
Listening
skills
Basic
problem
solving
skills
Effective
communicat
ion skills
Summarizing
and
paraphrasing
LO4 Record complaint
Assessment
Criteria
Contents
Conditions
Methodolo
gies
Assessment
Methods
1. Complaints
are
documented
according to the
establishment
standard
procedures.
Required
Knowledge
Actual
documents or
records of
guest
complaints
LectureDiscussion
Role
play/Simulati
on to test
candidate’s
knowledge
and skills in
listening to
guest
complaints,
paraphrasing
2. Persons
concerned are
General
service
principles/St
andards of
service
Feedback
forms
Role Play
Actual
Demonstr
ation
recognized and
actions taken
are recorded.
3. Feedback
received from
guests is logged
and collated.
Sequence
of service
Handling
guests with
special
needs
Dealing with
difficult
customer/cli
ents
Required
Skills:
Listening
skills
Basic
problem
solving
skills
Effective
communicat
ion skills
Summarizing
and
paraphrasing
concerns
and taking
action on the
guest
complaint.