Train for Food and Beverage Services

TRAINING REGULATIONS
FOOD AND BEVERAGE SERVICES NC II

TOURISM SECTOR (HOTEL AND RESTAURANT)
TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY

East Service Road, South Superhighway, Taguig City, Metro Manila
TABLE OF CONTENTS TOURISM SECTOR (HOTEL AND RESTAURANT) FOOD AND BEVERAGE SERVICES NC II
Page No. SECTION 1 FOOD AND BEVERAGE SERVICES NC II QUALIFICATION 1
SECTION 2
COMPETENCY STANDARDS Basic Competencies 16 Common Competencies 34 Core Competencies 52 217 35 -
SECTION 3
TRAINING STANDARDS 3.1 3.2 3.3 3.4 3.5 3.6 3.7 Curriculum Design Training Delivery Trainee Entry Requirements List of Tools, Equipment and Materials Training Facilities Trainers Qualifications Institutional Assessment 53 - 65 66 - 67 67 67- 69 70 70 70
SECTION 4
NATIONAL ASSESSMENT AND CERTIFICATION ARRANGEMENTS
71 72 73 - 74 75 - 76
COMPETENCY MAP DEFINITION OF TERMS ACKNOWLEDGEMENTS
TR - FOOD AND BEVERAGE SERVICES NC II
Promulgated March 2005
TRAINING REGULATIONS FOR FOOD AND BEVERAGE SERVICES NC II SECTION 1 FOOD AND BEVERAGE SERVICES NC II QUALIFICATION
The FOOD AND BEVERAGE SERVICES NC II Qualification consists of competencies that a person must achieve to provide food and beverage service to guests in hotels, motels, restaurants, clubs, canteens, resorts and luxury liners. This Qualification is packaged from the competency map of the Tourism Sector (Hotel and Restaurant) as shown in Annex A The Units of Competency comprising this Qualification includes the following: CODE NO. 500311105 500311106 500311107 500311108 CODE NO. TRS311201 TRS311202 TRS311203 TRS311204 TRS311205 CODE NO. TRS512316 TRS512317 TRS512318 TRS512321 BASIC COMPETENCIES Participate in workplace communication Work in a team environment Practice career professionalism Practice occupational health and safety procedures COMMON COMPETENCIES Develop and update industry knowledge Observe workplace hygiene procedures Perform computer operations Perform workplace and safety practices Provide effective customer service CORE COMPETENCIES Provide Link Between Kitchen and Service Area Provide Food and Beverage Service Provide Room Service Develop and Update Food and Beverage Knowledge
A person who has achieved this Qualification is competent to be a:

Busboy (Commis de Rang) Waiter (Chef de Rang/Demi Chef de Rang) Food Attendant
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__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005
Food Server
SECTION 2 COMPETENCY STANDARDS

This section details the contents of the basic, common and core units of competency required in FOOD AND BEVERAGE SERVICES NC II. BASIC COMPETENCIES UNIT OF COMPETENCY : UNIT CODE UNIT DESCRIPTOR : PARTICIPATE IN WORKPLACE COMMUNICATION 500311105
: This unit covers the knowledge, skills and attitudes required to gather, interpret and convey information in response to workplace requirements. PERFORMANCE CRITERIA
Italicized terms are elaborated in the Range of Variables
ELEMENT 1. Obtain and convey workplace information
2. Participate in workplace meetings and discussions
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 non- verbal 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 1.7 Personal interaction is carried out clearly and concisely 2.1 Team meetings are attended on time 2.2 Own opinions are clearly expressed and those of others are listened to without interruption 2.3 Meeting inputs are consistent with the meeting purpose and established protocols 2.4 Workplace interactions are conducted in a courteous manner 2.5 Questions about simple routine workplace procedures and maters concerning working conditions of employment are asked and responded to 2.6 Meetings outcomes are interpreted and implemented
ELEMENT 3. Complete relevant work related documents
PERFORMANCE 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 Basic mathematical processes are used for routine calculations 3.4 Errors in recording information on forms/ documents are identified and properly acted upon 3.5 Reporting requirements to supervisor are completed according to organizational guidelines
RANGE OF VARIABLES VARIABLE 1. Appropriate sources Team members Suppliers Trade personnel Local government Industry bodies 2. Medium Memorandum Circular Notice Information discussion Follow-up or verbal instructions Face to face communication 3. Storage 4. Forms 5. Workplace interactions Manual filing system Computer-based filing system Personnel forms, telephone message forms, safety reports Face to face Telephone Electronic and two way radio Written including electronic, memos, instruction and forms, non-verbal including gestures, signals, signs and diagrams 6. Protocols Observing meeting Compliance with meeting decisions Obeying meeting instructions RANGE
EVIDENCE GUIDE 1. Critical aspects of Competency 1.1. Assessment requires evidence that the candidate: Prepared written communication following standard format of the organization 1.2. Accessed information using communication equipment 1.3. Made use of relevant terms as an aid to transfer information effectively 1.4. Conveyed information effectively adopting the formal or informal communication 2.1. 2.2. 2.3. 2.4. 2.5. 2.6. Effective communication Different modes of communication Written communication Organizational policies Communication procedures and systems Technology relevant to the enterprise and the individuals work responsibilities Follow simple spoken language Perform routine workplace duties following simple written notices Participate in workplace meetings and discussions Complete work related documents Estimate, calculate and record routine workplace measures Basic mathematical processes of addition, subtraction, division and multiplication Ability to relate to people of social range in the workplace Gather and provide information in response to workplace requirements Fax machine Telephone Writing materials Internet Direct Observation Oral interview and written test Competency may be assessed individually in the actual workplace or through accredited institution
2. Underpinning Knowledge and Attitudes
3.1. 3. Underpinning Skills 3.2. 3.3. 3.4. 3.5. 3.6. 3.7. 3.8. 4. Resource Implications 4.1. 4.2. 4.3. 4.4. 5.1. 5.2. 6.1.
5. Methods of Assessment 6. Context of Assessment
UNIT OF COMPETENCY: UNIT CODE UNIT DESCRIPTOR : :
WORK IN TEAM ENVIRONMENT 500311106 This unit covers the skills, knowledge and attitudes to identify role and responsibility as a member of a team. PERFORMANCE CRITERIA
ELEMENT 1. Describe team role and scope
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
2. Identify own role and responsibility within team
2.1. Individual role and responsibilities within the team environment are identified 2.2. Roles and responsibility of other team members are identified and recognized 2.3. Reporting relationships within team and external to team are identified
3. Work as a team member
3.1. Effective and appropriate forms of communications used and interactions undertaken with team members who contribute to known team activities and objectives 3.2. Effective and appropriate contributions made to complement team activities and objectives, based on individual skills and competencies and workplace context 3.3. Observed protocols in reporting using standard operating procedures 3.4. Contribute to the development of team work plans based on an understanding of teams role and objectives and individual competencies of the members.
RANGE OF VARIABLES VARIABLE 1. Role and objective of team 1.1. 1.2. RANGE Work activities in a team environment with enterprise or specific sector Limited discretion, initiative and judgement maybe demonstrated on the job, either individually or in a team environment
2. Sources of information
2.1. 2.2. 2.3. 2.4. 2.5. 2.6. 2.7.
Standard operating and/or other workplace procedures Job procedures Machine/equipment manufacturers specifications and instructions Organizational or external personnel Client/supplier instructions Quality standards OHS and environmental standards Work procedures and practices Conditions of work environments Legislation and industrial agreements Standard work practice including the storage, safe handling and disposal of chemicals Safety, environmental, housekeeping and quality guidelines
3. Workplace context
3.1. 3.2. 3.3. 3.4. 3.5.
EVIDENCE GUIDE 1. Critical aspects of Competency Assessment requires evidence that the candidate: 1.1. 1.2. 1.3. 1.4. 1.5. 1.6. 2. Underpinning Knowledge and Attitude 2.1. 2.2. 2.3. 2.4. 3. Underpinning Skills 4. Resource Implications 3.1. Operated in a team to complete workplace activity Worked effectively with others Conveyed information in written or oral form Selected and used appropriate workplace language Followed designated work plan for the job Reported outcomes Communication process Team structure Team roles Group planning and decision making Communicate appropriately, consistent with the culture of the workplace
The following resources MUST be provided: 4.1. Access to relevant workplace or appropriately simulated environment where assessment can take place Materials relevant to the proposed activity or tasks
4.2. 5. Methods of Assessment
Competency may be assessed through: 5.1. 5.2. Observation of the individual member in relation to the work activities of the group Observation of simulation and or role play involving the participation of individual member to the attainment of organizational goal Case studies and scenarios as a basis for discussion of issues and strategies in teamwork Competency may be assessed in workplace or in a simulated workplace setting Assessment shall be observed while task are being undertaken whether individually or in group
5.3. 6. Context for Assessment 6.1. 6.2.
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UNIT OF COMPETENCY: UNIT CODE UNIT DESCRIPTOR :
PRACTICE CAREER PROFESSIONALISM 500311107
: This unit covers the knowledge, skills and attitudes in promoting career growth and advancement. PERFORMANCE CRITERIA
ELEMENT 1. Integrate personal objectives with organizational goals
1.1 Personal growth and work plans are pursued towards improving the qualifications set for the profession 1.2 Intra- and interpersonal relationships are maintained in the course of managing oneself based on performance evaluation 1.3 Commitment to the organization and its goal is demonstrated in the performance of duties
2. Set and meet work priorities
2.1 Competing demands are prioritized to achieve personal, team and organizational goals and objectives. 2.2 Resources are utilized efficiently and effectively to manage work priorities and commitments 2.3 Practices along economic use and maintenance of equipment and facilities are followed as per established procedures 3.1 Trainings and career opportunities are identified and availed of based on job requirements 3.2 Recognitions are sought/received and demonstrated as proof of career advancement 3.3 Licenses and/or certifications relevant to job and career are obtained and renewed
3. Maintain professional growth and development
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RANGE OF VARIABLES VARIABLE 1. Evaluation RANGE 1.1 Performance Appraisal 1.2 Psychological Profile 1.3 Aptitude Tests 2.1 Human 2.2 Financial 2.3 Technology 2.3.1 Hardware 2.3.2 Software 3.1 Participation in training programs 3.1.1 Technical 3.1.2 Supervisory 3.1.3 Managerial 3.1.4 Continuing Education 3.2 Serving as Resource Persons in conferences and workshops 4.1 4.2 4.3 4.4 4.5 4.6 5.1 5.2 5.3 5.4 Recommendations Citations Certificate of Appreciations Commendations Awards Tangible and Intangible Rewards National Certificates Certificate of Competency Support Level Licenses Professional Licenses
2. Resources
3. Trainings and career opportunities
4. Recognitions
5. Licenses and/or certifications
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EVIDENCE GUIDE 1. Critical aspects of Assessment requires evidence that the candidate: Competency 1.1 Attained job targets within key result areas (KRAs) 1.2 Maintained intra - and interpersonal relationship in the course of managing oneself based on performance evaluation 1.3 Completed trainings and career opportunities which are based on the requirements of the industries 1.4 Acquired and maintained licenses and/or certifications according to the requirement of the qualification 2. Underpinning Knowledge 2.1 Work values and ethics (Code of Conduct, Code of Ethics, etc.) 2.2 Company policies 2.3 Company operations, procedures and standards 2.4 Fundamental rights at work including gender sensitivity 2.5 Personal hygiene practices 3.1 Appropriate practice of personal hygiene 3.2 Intra and Interpersonal skills 3.3 Communication skills The following resources MUST be provided: 4.1 Workplace or assessment location 4.2 Case studies/scenarios Competency may be assessed through: 5.1 Portfolio Assessment 5.2 Interview 5.3 Simulation/Role-plays 5.4 Observation 5.5 Third Party Reports 5.6 Exams and Tests 6.1 Competency may be assessed in the work place or in a simulated work place setting
3. Underpinning Skills 4. Resource Implications 5. Methods of Assessment
6. Context of Assessment
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UNIT OF COMPETENCY : UNIT CODE UNIT DESCRIPTOR : :
PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES 500311108 This unit covers the outcomes required to comply with regulatory and organizational requirements for occupational health and safety. PERFORMANCE CRITERIA
ELEMENT 1. Identify hazards and risks
1.1 Safety regulations and workplace safety and hazard control practices and procedures are clarified and explained based on organization procedures 1.2 Hazards/risks in the workplace and their corresponding indicators are identified to minimize or eliminate risk to co-workers, workplace and environment in accordance with organization procedures 1.3 Contingency measures during workplace accidents, fire and other emergencies are recognized and established in accordance with organization procedures 2.1 Terms of maximum tolerable limits which when exceeded will result in harm or damage are identified based on threshold limit values (TLV) 2.2 Effects of the hazards are determined 2.3 OHS issues and/or concerns and identified safety hazards are reported to designated personnel in accordance with workplace requirements and relevant workplace OHS legislation
2. Evaluate hazards and risks
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ELEMENT 3. Control hazards and risks
3.1 Occupational Health and Safety (OHS) procedures for controlling hazards/risks in workplace are consistently followed 3.2 Procedures for dealing with workplace accidents, fire and emergencies are followed in accordance with organization OHS policies 3.3 Personal protective equipment (PPE) is correctly used in accordance with organization OHS procedures and practices 3.4 Appropriate assistance is provided in the event of a workplace emergency in accordance with established organization protocol 4.1 Emergency-related drills and trainings are participated in as per established organization guidelines and procedures 4.2 OHS personal records are completed and updated in accordance with workplace requirements
4. Maintain OHS awareness
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RANGE OF VARIABLES VARIABLE 1. Safety regulations RANGE May include but are not limited to: 1.1 Clean Air Act 1.2 Building code 1.3 National Electrical and Fire Safety Codes 1.4 Waste management statutes and rules 1.5 Philippine Occupational Safety and Health Standards 1.6 DOLE regulations on safety legal requirements 1.7 ECC regulations May include but are not limited to: 2.1 Physical hazards impact, illumination, pressure, noise, vibration, temperature, radiation 2.2 Biological hazards- bacteria, viruses, plants, parasites, mites, molds, fungi, insects 2.3 Chemical hazards dusts, fibers, mists, fumes, smoke, gasses, vapors 2.4 Ergonomics 2.4.1 Psychological factors over exertion/ excessive force, awkward/static positions, fatigue, direct pressure, varying metabolic cycles 2.4.2 Physiological factors monotony, personal relationship, work out cycle May include but are not limited to: 3.1 Evacuation 3.2 Isolation 3.3 Decontamination 3.4 Calling emergency personnel May include but are not limited to: 4.1 Mask 4.2 Gloves 4.3 Goggles 4.4 Hair Net/cap/bonnet 4.5 Face mask/shield 4.6 Ear muffs 4.7 Apron/Gown/coverall/jump suit 4.8 Anti-static suits
2. Hazards/Risks
3. Contingency measures
4. PPE
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VARIABLE 5. Emergency-related drills and training
RANGE 5.1 Fire drill 5.2 Earthquake drill 5.3 Basic life support/CPR 5.4 First aid 5.5 Spillage control 5.6 Decontamination of chemical and toxic 5.7 Disaster preparedness/management 6.1 6.2 6.3 6.4 Medical/Health records Incident reports Accident reports OHS-related training completed
6. OHS personal records
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EVIDENCE GUIDE 1. Critical aspects of Competency
2.
Underpinning Knowledge and
3. Underpinning Skills 4. Resource Implications
5. Methods of Assessment 6. Context for Assessment
Assessment requires evidence that the candidate: 1.1 Explained clearly established workplace safety and hazard control practices and procedures 1.2 Identified hazards/risks in the workplace and its corresponding indicators in accordance with company procedures 1.3 Recognized contingency measures during workplace accidents, fire and other emergencies 1.4 Identified terms of maximum tolerable limits based on threshold limit value- TLV. 1.5 Followed Occupational Health and Safety (OHS) procedures for controlling hazards/risks in workplace 1.6 Used Personal Protective Equipment (PPE) in accordance with company OHS procedures and practices 1.7 Completed and updated OHS personal records in accordance with workplace requirements 2.1 OHS procedures and practices and regulations 2.2 PPE types and uses 2.3 Personal hygiene practices 2.4 Hazards/risks identification and control 2.5 Threshold Limit Value -TLV 2.6 OHS indicators 2.7 Organization safety and health protocol 2.8 Safety consciousness 2.9 Health consciousness 3.1 Practice of personal hygiene 3.2 Hazards/risks identification and control skills 3.3 Interpersonal skills 3.4 Communication skills The following resources must be provided: 4.1 Workplace or assessment location 4.2 OHS personal records 4.3 PPE 4.4 Health records Competency may be assessed through: 5.1 Portfolio Assessment 5.2 Interview 5.3 Case Study/Situation 6.1 Competency may be assessed in the work place or in a simulated work place setting
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COMMON COMPETENCIES UNIT OF COMPETENCY : UNIT CODE UNIT DESCRIPTOR : : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE TRS311201 This unit 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 PERFORMANCE CRITERIA
Italicized items are elaborated in the Range of Variables
ELEMENT 1. Seek information on the industry
1.1 Sources of information on the industry are correctly identified and accessed 1.2 Information to assist effective work performance is obtained in line with job requirements 1.3 Specific information on sector of work is accessed and updated 1.4 Industry information is correctly applied to dayto-day work activities
2. Update industry knowledge
2.1 Informal and/or formal research is used to update general knowledge of the industry 2.2 Updated knowledge is shared with customers and colleagues as appropriate and incorporated into day-to-day working activities
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RANGE OF VARIABLES VARIABLE 1. Information sources RANGE Information sources may include but are not limited to : 1.1 media 1.2 reference books 1.3 libraries 1.4 unions 1.5 industry associations 1.6 industry journals 1.7 internet 1.8 personal observation and experience 2.1 different sectors of the industry and the services available in each sector 2.2 relationship between tourism and hospitality 2.3 relationship between the industry and other industries 2.4 industry working conditions 2.5 legislation that affects the industry 2.5.1 liquor 2.5.2 health and safety 2.5.3 hygiene 2.5.4 gaming 2.5.5 workers compensation 2.5.6 consumer protection 2.5.7 duty of care 2.5.8 building regulations 2.6 trade unions environmental issues and requirements 2.7 industrial relations issues and major organizations 2.8 career opportunities within the industry 2.9 work ethic required to work in the industry and industry expectations of staff 2.10 quality assurance
2. Information to assist effective work performance
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EVIDENCE GUIDE 1. Critical aspects of Competency Assessment requires evidence that the candidate/ trainee : 1.1 Knew key sources of information on the industry 1.2 Updated industry knowledge 1.3 Accessed and used industry information
2. Underpinning Skills
2.1 Time management 2.2 Ready skills needed to access industry information 2.3 Basic competency skills needed to access the internet
3. Underpinning Knowledge and
3.1 Overview of quality assurance in the industry 3.2 Role of individual staff members 3.1 Industry information sources
4. Resource Implications
4.1 Sources of information on the industry 4.2 Industry knowledge
5. Methods of Assessment
5.1 Interview/questions 5.2 Practical demonstration 5.3 Portfolio of industry information related to trainees work 6.1 Assessment may be done in the workplace or in a simulated workplace setting (assessment centers) 6.2 Assessment activities are carried out through TESDA's accredited assessment center
6. Context for Assessment
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OBSERVE WORKPLACE HYGIENE PROCEDURES TRS311202 This unit 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. PERFORMANCE CRITERIA
ELEMENT 1. Follow hygiene procedures
1.1 Workplace hygiene procedures are implemented in line with enterprise and legal requirements 1.2 Handling and storage of items are undertaken in line with enterprise and legal requirements
2. Identify and prevent hygiene risks
2.1 Potential hygiene risks are identified in line with enterprise procedures 2.2 Action to minimize and remove risks are taken within scope of individual responsibility of enterprise/legal requirements 2.3 Hygiene risks beyond the control of individual staff members are reported to the appropriate person for follow up
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RANGE OF VARIABLES VARIABLE 1. Hygiene procedures RANGE Hygiene procedures may include : 1.1 safe and hygienic handling of food and beverage 1.2 regular hand washing 1.3 correct food storage 1.4 appropriate and clean clothing 1.5 avoidance of cross-contamination 1.6 safe handling disposal of linen and laundry 1.7 appropriate handling and disposal of garbage 1.8 cleaning and sanitizing procedures 1.9 personal hygiene 2.1 bacterial and other contamination arising from poor handling of food 2.2 inappropriate storage of foods 2.3 storage at incorrect temperatures 2.4 foods left uncovered 2.5 poor personal hygiene practices 2.6 poor work practices 2.6.1 cleaning 2.6.2 housekeeping 2.6.3 food handling 2.6.4 vermin 2.6.5 airborne dust 2.7 cross-contamination through cleaning inappropriate cleaning practices 2.8 inappropriate handling of potentially infectious linen 2.9 contaminated wastes such as blood and body secretions 2.10 disposal of garbage and contaminated or potentially contaminated wastes 3.1 auditing staff skills and providing training 3.2 ensuring policies and procedures are followed strictly 3.3 audits or incidents with follow up actions
2. Hygiene risk
3. Minimizing or removing risk
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EVIDENCE GUIDE 1. Critical aspects of Competency Assessment required evidence that the candidate : 1.1 Followed hygiene procedures 1.2 Identified and responded to hygiene risk 1.3 Practiced personal grooming and hygiene 2.1 Typical hygiene and control procedures in the hospitality and tourism industries 2.2 Overview of legislation and regulation in relation to food handling, personal and general hygiene 2.3 Knowledge on factors which contribute to workplace hygiene problems 2.4 General hazards in handling of food, linen and laundry and garbage, including major causes of contamination and cross-infection 2.5 Sources of and reasons for food poisoning 3. Underpinning Skills 4. Resource Implications 5. Methods of Assessment 6. Context for Assessment 3.1 Ability to follow correct procedures and instructions 3.2 Ability to handle operating tools/ equipment 3.3 Application to hygiene principles 4.1 Hygiene procedures, actual or simulated workplace, products used in hotel/restaurant /tourism workplace 5.1 Written examination 5.2 Practical demonstration 6.1 Assessment may be done in the workplace or in a simulated workplace setting (assessment centers) 6.2 Assessment activities are carried out through TESDA's accredited assessment center
2. Underpinning Knowledge
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UNIT OF COMPETENCY: PERFORM COMPUTER OPERATIONS UNIT CODE UNIT DESCRIPTOR : TRS311203 : This unit 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 PERFORMANCE CRITERIA
ELEMENT 1. Plan and prepare for task to be undertaken
1.1 Requirements of task are determined 1.2 Appropriate hardware and software is selected according to task assigned and required outcome 1.3 Task is planned to ensure OH & S guidelines and procedures are followed 2.1 Data are entered into the computer using appropriate program/application in accordance with company procedures 2.2 Accuracy of information is checked and information is saved in accordance with standard operating procedures 2.3 Inputted data are stored in storage media according to requirements 2.4 Work is performed within ergonomic guidelines 3.1 Correct program/application is selected based on job requirements 3.2 Program/application containing the information required is accessed according to company procedures 3.3 Desktop icons are correctly selected, opened and closed for navigation purposes 3.4 Keyboard techniques are carried out in line with OH & S requirements for safe use of keyboards
2. Input data into computer
3. Access information using computer
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ELEMENT 4. Produce/output data using computer system
4.1 Entered data are processed using appropriate software commands 4.2 Data are printed out as required using computer hardware/peripheral devices in accordance with standard operating procedures 4.3 Files and data are transferred between compatible systems using computer software, hardware/ peripheral devices in accordance with standard operating procedures 5.1 Systems for cleaning, minor maintenance and replacement of consumables are implemented 5.2 Procedures for ensuring security of data, including regular back-ups and virus checks are implemented in accordance with standard operating procedures 5.3 Basic file maintenance procedures are implemented in line with the standard operating procedures
5. Maintain computer equipment and systems
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RANGE OF VARIABLES VARIABLE 1. Hardware and peripheral devices RANGE 1.1 Personal computers 1.2 Networked systems 1.3 Communication equipment 1.4 Printers 1.5 Scanners 1.6 Keyboard 1.7 Mouse Software includes the following but not limited to: 2.1 Word processing packages 2.2 Data base packages 2.3 Internet 2.4 Spreadsheets 3.1 OHS guidelines 3.2 Enterprise procedures Storage media include the following but not limited to: 4.1 diskettes 4.2 CDs 4.3 zip disks 4.4 hard disk drives, local and remote 5.1 Types of equipment used 5.2 Appropriate furniture 5.3 Seating posture 5.4 Lifting posture 5.5 Visual display unit screen brightness Icons include the following but not limited to: 6.1 directories/folders 6.2 files 6.3 network devices 6.4 recycle bin 7.1 Creating more space in the hard disk 7.2 Reviewing programs 7.3 Deleting unwanted files 7.4 Backing up files 7.5 Checking hard drive for errors 7.6 Using up to date anti-virus programs 7.7 Cleaning dust from internal and external surfaces
2. Software
3. OH & S guidelines 4. Storage media
5. Ergonomic guidelines
6. Desktop icons
7. Maintenance
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EVIDENCE GUIDE 1. Critical aspect of Competency
Assessment must show that the candidate: 1.1 Selected and used hardware components correctly and according to the task requirement 1.2 Identified and explain the functions of both hardware and software used, their general features and capabilities 1.3 Produced accurate and complete data in accordance with the requirements 1.4 Used appropriate devices and procedures to transfer files/data accurately 1.5 Maintained computer system
3. Underpinning Skills 4. Methods of Assessment
2.1 Basic ergonomics of keyboard and computer use 2.2 Main types of computers and basic features of different operating systems 2.3 Main parts of a computer 2.4 Storage devices and basic categories of memory 2.5 Relevant types of software 2.6 General security 2.7 Viruses 2.8 OH & S principles and responsibilities 2.9 Calculating computer capacity 3.1 Reading skills required to interpret work instruction 3.2 Communication skills The assessor may select two of the following assessment methods to objectively assess the candidate: 4.1 Observation 4.2 Questioning 4.3 Practical demonstration 5.1 Computer hardware with peripherals 5.2 Appropriate software 6.1 Assessment may be conducted in the workplace or in a simulated environment
5. Resource implications 6. Context for Assessment
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PERFORM WORKPLACE AND SAFETY PRACTICES TRS311204 This unit 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. PERFORMANCE CRITERIA
ELEMENT 1. Follow workplace procedures for health, safety and security practices
1.1 Correct health, safety and security procedures are followed in line with legislation, regulations and enterprise procedures 1.2 Breaches of health, safety and security procedures are identified and reported in line with enterprise procedure 1.3 Suspicious behavior or unusual occurrence are reported in line with enterprise procedure
2. Deal with emergency situations
2.1 Emergency and potential emergency situations are recognized and appropriate action are taken within individuals scope of responsibility 2.2 Emergency procedures are followed in line with enterprise procedures 2.3 Assistance is sought from colleagues to resolve or respond to emergency situations 2.4 Details of emergency situations are reported in line with enterprise procedures
3. Maintain safe personal presentation standards
3.1 Safe personal standards are identified and followed in line with enterprise requirements
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RANGE OF VARIABLES VARIABLE 1. Health, safety and security procedures RANGE May include but are not limited to : 1.1 use of personal protective clothing and equipment 1.2 safe posture including sitting, standing, bending 1.3 manual handling including lifting, transferring 1.4 safe work techniques including knives and equipment, handling hot surfaces, computers and electronic equipment 1.5 safe handling of chemicals, poisons and dangerous materials 1.6 ergonomically sound furniture and work stations 1.7 emergency fire and accident 1.8 hazard identification and control 1.9 security of documents, cash, equipment, people 1.10 key control systems May include but are not limited to : 2.1 loss of keys 2.2 strange or suspicious persons 2.3 broken or malfunctioning equipment 2.4 loss of property, goods or materials 2.5 damaged property or fittings 2.6 lack of suitable signage when required 2.7 lack of training on health and safety issues 2.8 unsafe work practices May include but is not limited to : 3.1 personal injuries 3.2 fire 3.3 electrocution 3.4 natural calamity i.e. earthquake/flood 3.5 criminal acts i.e. robbery
2. Breaches of procedure
3. Emergency
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EVIDENCE GUIDE 1. Critical aspects of Assessment requires evidence that the candidate : Competency 1.1 Complied with industry practices and procedures 1.2 Used interactive communication with others 1.3 Complied with workplace safety, security and hygiene practices 1.4 Identified faults & problems and the necessary corrective action 1.5 Promoted public relation among others 1.6 Complied with quality standards 1.7 Responded to emergency situations in line with enterprise guidelines 1.8 Complied with proper dress code 2. Underpinning Knowledge and Attitude 2.1 Communication 2.1.1 Interactive communication with others 2.1.2 Interpersonal skills 2.1.3 Good working attitude 2.1.4 Ability to work quietly; with cooperation; patience, carefulness, cleanliness and aesthetic values 2.1.5 Ability to focus on task at hand 2.2 Systems, Processes and Operations 2.2.1 Workplace health, safety and security procedures 2.2.2 Emergency procedures 2.2.3 Personal presentation 2.3 Safety Practices 2.3.1 Proper disposal of garbage 2.3.2 Practice safety measures 2. 3.3 5S Implementation 3. Underpinning Skills 3.1 3.2 3.4 3.5 Ability to make decision Time management Ability to offer alternative steps Care in handling and operating equipment
4. Resource Implications 5. Methods of Assessment 6. Context for Assessment
4.1 Procedures Manual on safety, security, health and emergency 4.2 Availability of tools, equipment, supplies and materials 5.1 Written examination 5.2 Practical demonstration 5.3 Interview 6.1 Assessment may be done in the workplace or in a simulated workplace setting (assessment centers) 6.2 Assessment activities are carried out through TESDA's accredited assessment center
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PROVIDE EFFECTIVE CUSTOMER SERVICE TRS311205 This unit 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 telephone, fax machine, internet and email and handling complaints, evaluation and recommendation. PERFORMANCE CRITERIA
ELEMENT 1. Greet customer
1.1 Guests are greeted in line with enterprise procedure 1.2 Verbal and non-verbal communications are appropriate to the given situation 1.3 Non verbal communication of customer is observed responding to customer 1.4 Sensitivity to cultural and social differences is demonstrated
2. Identify customer needs
2.1 Appropriate interpersonal skills are used to ensure that customer needs are accurately identified 2.2 Customer needs are assessed for urgency so that priority for service delivery can be identified 2.3 Customers are provided with information 2.4 Personal limitation in addressing customer needs is identified and where appropriate, assistance is sought from supervisor
3. Deliver service to customer
3.1 3.2 3.3
Customer needs are promptly attended to in line with enterprise procedure Appropriate rapport is maintained with customer to enable high quality service delivery Opportunity to enhance the quality of service and products are taken wherever possible
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ELEMENT 4. Handle queries through telephone, fax machine, internet and email 4.1 4.2 4.3 5. Handle complaints, evaluation and recommendations 5.1 5.2 5.3 5.4
Use telephone, computer, fax machine, internet efficiently to determine customer requirements Queries/ information are recorded in line with enterprise procedure Queries are acted upon promptly and correctly in line with enterprise procedure Guests are greeted with a smile and eye-to-eye contact Responsibility for resolving the complaint is taken within limit of responsibility Nature and details of complaint are established and agreed with the customer Appropriate action is taken to resolve the complaint to the customers satisfaction wherever possible
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RANGE OF VARIABLES VARIABLE 1. Non-verbal communication 1.1 1.2 1.3 1.4 1.5 1.6 RANGE body language dress and accessories gestures and mannerisms voice tonality and volume use of space culturally specific communication customs and practices
2. Cultural and social differences
Includes but are not limited to : 2.1 modes of greeting, farewelling and conversation 2.2 body language/ use of body gestures 2.3 formality of language 3.1 3.2 3.3 3.4 3.5 3.6 interactive communication public relation good working attitude sincerity pleasant disposition effective communication skills
3. Interpersonal skills
4. Customer needs
Customer with specific needs may include : 4.1 those with a disability 4.2 those with special cultural or language needs 4.3 unaccompanied children 4.4 parents with young children 4.5 pregnant women 4.6 single women Protocol and enterprise procedures may include : 5.1 modes of greeting and farewell 5.2 addressing the person by name 5.3 time-lapse before a response 5.4 style manual requirements 5.5 standard letters and proforma
5. Enterprise procedure
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EVIDENCE GUIDE 1. Critical aspects of Assessment requires evidence that the candidate : Competency 1.1 Complied with industry practices and procedures 1.2 Used interactive communication with others 1.3 Complied with occupational, health and safety practices 1.4 Promoted public relation among others 1.5 Complied with service manual standards 1.6 Demonstrated familiarity with company facilities, products and services 1.7 Applied company rules and standards 1.8 Applied telephone ethics 1.9 Applied correct procedure in using telephone, fax machine, internet 1.10 Handled customer complaints 2. Underpinning Knowledge and Attitude 2.1 Communication 2.1.1 Interactive communication with others 2.1.2 Interpersonal skills/ social graces with sincerity 2.2 Safety Practices 2.2.1 Safe work practices 2.2.2 Personal hygiene 2.3 Attitude 2.3.1 Attentive, patient and cordial 2.3.2 Eye-to-eye contact 2.3.3 Maintain teamwork and cooperation 2.4 Theory 2.4.1 Selling/upselling techniques 2.4.2 Interview techniques 2.4.3 Conflict resolution 2.4.4 Communication process 2.4.5 Communication barriers 3.1 3.2 3.3 3.4 3.5 Effective communication skills Non-verbal communication - body language Good time management Ability to work calmly and unobtrusively effectively Ability to handle telephone inquiries and conversations 3.6 Correct procedure in handling telephone inquiries 3.7 Proper way of handling complaints
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4.1 Availability of telephone, fax machine, internet, etc. 4.2 Availability of data on projects and services; tariff and rates, promotional activities in place etc. 4.3 Availability of office supplies 5.1 Written examination 5.2 Practical demonstration 6.1 Assessment may be done in the workplace or in a simulated workplace setting (assessment centers) 6.2 Assessment activities are carried out through TESDA's accredited assessment center
5. Methods of Assessment 6. Context for Assessment
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CORE COMPETENCIES UNIT OF COMPETENCY UNIT CODE UNIT DESCRIPTOR : PROVIDE A LINK BETWEEN KITCHEN AND SERVICE AREAS : TRS512316 : This unit covers the skills and knowledge required to provide general assistance in food and beverage service operations. It reflects the role of the food runner in food and beverage operations. PERFORMANCE CRITERIA
Italicized terms are elaborated in the Range of Variables 1.1
ELEMENT 1. Liaise between kitchen and service areas
1.2 1.3 1.4 1.5
1.6 1.7
Kitchen service points are attended to and monitored to ensure prompt pick up of food items based on establishment policy Quality of food is checked in accordance with establishment standards Serviceware is checked for chips, marks, spills, and drips Plates and/or trays are carried out safely Food is transferred and placed promptly at the appropriate service point in accordance with safety requirements Colleagues are advised promptly regarding readiness of items for service Traditional items required from the kitchen are identified through monitoring of service areas and consultation with other service colleagues
2. Clean and clear food service areas
2.1 Used items are promptly removed from service areas and safely transferred to the appropriate location for cleaning 2.2 Leftover food and disposables are disposed of in accordance with hygiene regulations
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RANGE OF VARIABLES
This unit applies to all hospitality establishments where food and beverage items are served. The following explanations identify how this unit may be applied in different workplaces and circumstances.
VARIABLE 1. Serviceware
RANGE May include but not limited to: 1.1 plates and bowls 1.2 platters 1.3 service utensils 1.4 glassware 1.5 oven to tableware/Stn. warmer 1.6 lids and covers 1.7 condiment containers 1.8 Flatware May include but not limited to: 2.1 food hygiene legislation 2.2 establishments standard policies and procedures May include: 3.1 waiting stations, both stationary and mobile 3.2 buffet areas 3.3 kitchen service areas 3.4 room service collection areas May include: 4.1 paper products such as serviettes, cardboard 4.2 chopsticks 4.3 toothpicks 4.4 bottles 4.5 plastics 4.6 linen
2. Establishment procedures
3. Service areas
4. Leftover and disposables/ recyclables:
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Assessment requires evidences that the candidate: 1.1 Maintained food cleanliness 1.2 Followed establishments procedures in handling and carrying food 1.3 Followed legislative rules & regulation 2.1 Workflow structures within a food and beverage service location 2.2 Communication and interpersonal skills 2.3 Roles and responsibilities of the food service team 2.4 Hygienic and appropriate personal presentation 2.5 Legislation on OH&S and food hygiene 3.1 Communication skills 3.2 Plate carrying and clearing techniques 3.3 Establishments recycling requirements 3.4 Ordering and service procedures for the establishment The following resources MUST be provided: 4.1 Access to workplace location 4.2 Access to a fully-equipped kitchen/dining area 4.2 Access to industry-realistic conditions Competency may be assessed through : 5.1 Direct observation of the candidate while delivering food items and cleaning food service areas. 5.2 Written and oral questions to test candidates knowledge on hygiene, relevant legislation, OH&S issues and menu items. 5.3 Review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate. Competency may be assessed: 6.1 Workplace or simulated environment 6.2 TESDA accredited assessment center/venue
2. Underpinning Knowledge and Attitude
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PROVIDE FOOD AND BEVERAGE SERVICE TRS512317 This unit deals with the skills and knowledge required to provide food and beverage service to customers in different hospitality industry establishments. It reflects the role of a waiter or food and beverage attendant and may apply to different styles of service. PERFORMANCE CRITERIA
Italicized terms are elaborated in the Range Variables
ELEMENT 1. Prepare dining/restaurant area for service
1.1 Dining/Restaurant area and customer facilities are checked for cleanliness prior to service and corrective actions are taken when required 1.2 Dining environment is prepared and adjusted to ensure comfort and ambience to customers as appropriate 1.3 Set up furniture in accordance with enterprise requirements, bookings, customer requests, convenience and safety 1.4 Equipment are checked and prepared for service 1.5 Menu variations and daily specials are verified with kitchen staff based on establishment policy and guidelines 2.1 Tables are set within the required timeframes in accordance with establishment standards and/or customers special requests 2.2 Tables are dressed according to establishment standard procedures and/or any approved special requirements 2.3 Cleanliness and condition of tables are checked prior to service 2.4 Items below establishment standards are removed, cleaned or replaced based on relevant guidelines
2. Prepare and set tables
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ELEMENT 3. Welcome customers
4. Take and process orders
5. Serve and clear food and drinks
3.1 Customers are welcomed upon arrival in accordance with establishment customer service standards 3.2 Details of reservations are checked based on established service industry standard policy 3.3 Available pre-meal services are offered if appropriate 3.4 Customers are escorted and seated according to table allocations 3.5 Menus and drink lists are presented to customers 3.6 Information for customers are provided in clear explanations and descriptions 4.1 Orders are taken and recorded accurately with minimal disruption to customers 4.2 Recommendations and suggestions are made to assist customers with drink and meal selections 4.3 Customer questions on menu items are answered correctly and courteously in accordance with enterprise policy 4.4 Information about any special requests, dietary or cultural requirements are relayed accurately to kitchen where appropriate 4.5 Ordering systems are operated correctly in accordance with establishment procedures 4.6 Glassware, serviceware and cutlery suitable for menu choices are provided and adjusted in accordance with establishment procedures 5.1 Food and beverage selections are collected promptly from service areas, checked for presentation and conveyed to customers safely 5.2 Flow of service and meal delivery is monitored in accordance with enterprise procedures 5.3 Delays or deficiencies in service are recognized and followed up promptly based on enterprise policy 5.4 Food and beverage are served courteously in accordance with establishment standards and hygiene requirements 5.5 Additional food and beverage are offered and served at the appropriate times
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ELEMENT
6. Close down restaurant/dining area
5.6 Tables are cleared of crockery, cutlery and glassware at the appropriate time and with minimal disruption to customers 5.7 Accounts are organized, presented and processed in accordance with establishment procedures 5.8 Bid goodbye to guests courteously from the restaurant/dining are and table appointments are re-set 6.1 Equipment are stored and/or prepared for the next service in accordance with establishment procedures 6.2 Restaurant/dining area is cleared, cleaned or dismantled in accordance with establishment procedures and safety requirements 6.3 Re-set tables correctly for the next service in accordance with procedures and requirements. 6.4 Services are reviewed and evaluated with colleagues identifying possible improvements
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RANGE OF VARIABLES
This unit applies to all establishments where food and beverage is served. The following Range of variables identifies how this unit may be applied in different workplaces and circumstances.
VARIABLE 1. Styles of service
RANGE May include : 1.1 table dhote 1.2 a la carte 1.3 buffet 1.4 function 1.5 breakfast 1.6 tea and coffee service May include : 2.1 lighting 2.2 room temperature 2.3 music 2.4 floral and other decorations 2.5 privacy 2.6 background noise Equipment may include: 3.1 tea and coffee making facilities 3.2 manual and electronic cash registers 3.3 computerized ordering systems 3.4 EFTPOS equipment Materials may include: 3.5 glassware 3.6 crockery 3.7 cutlery 3.8 linen 3.9 condiments 3.10 chairs 3.11 tables 3.12 menus and wine lists 3.13 display materials May include: 4.1 linen presentation, including table cloths, overlays and napkins 4.2 placemats 4.3 glassware 4.4 service ware 4.5 floral arrangement
2. Dining environment:
3. Equipment/materials
4. Table dressing
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VARIABLE 5. Pre-meal services available to customers
RANGE May include: 5.1 bar service 5.2 lounge and waiting areas 5.3 valet services May include: 6.1 6.2 6.3 6.4 6.5 menu choices and options information about food and beverages specials information about the location or area location of customer facilities
6. Information provided to customers
7. Processing accounts
May include: 7.1 depositing money in cash register, processing and giving change 7.2 processing credit cards or EFTPOS 7.3 handling over to other person for processing May include: 8.1 polishing flatware and glassware 8.2 placing service ware, flatware and glassware in assigned storage areas 8.3 resetting and dressing tables 8.4 cleaning equipment such as coffee machines and bains marie 8.5 general cleaning of restaurant and customer facilities 8.6 cleaning of surfaces
8. Set up for the next service
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EVIDENCE GUIDE
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1. Critical aspects of Competency
3. Underpinning Skills 4. Resource Implications
Assessment requires evidence that the candidate: 1.1 Demonstrated ability to provide complete service within a restaurant in accordance with established systems and procedures 1.2 Interacted positively with customers 1.3 Monitored the service process 1.4 Identified OH&S requirements and demonstrated safe practices 2.1 Typical flow structure of service within a food and beverage service environment 2.2 Typical food and beverage service styles and types of menus used in different hospitality contexts including buffet, tray, plate and silver service 2.3 Typical industry room and table set-ups for different types of functions including furniture, seating and decoration 2.4 Range and usage of standard restaurant equipment 2.5 Knowledge on menus appropriate to establishment 2.6 Knowledge on hygiene and safety issues related to food and beverage service 2.7 Knowledge on waste minimization and environment friendly techniques 2.8 Ordering and service procedures 3.1 Plate clearing and carrying techniques 3.2 Dressing and setting tables for different function service styles and periods
The following resources MUST be provided: 4.1 Access to a fully-equipped dining room or restaurant, including industry-current equipment and actual food items and meals 4.2 Presence of industry-realistic conditions such as commercial ratios of customers to staff, need to work within time constraints and deal with typical issues such as late bookings, no-shows, walk-ins and menu changes 4.3 Provision of integrated food and beverage service during a typical service period Competency may be assessed through: 5.1 Direct observation of candidate while preparing the restaurant for service, dressing or setting tables, providing service to customers and closing of the restaurant/dining room 5.2 Written or oral questions to test candidates knowledge on sequence of service, typical problems, menu items and beverage selections 5.3 Review of portfolios of evidence and third party workplace reports of candidates on-the-job performance by the candidate
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6.1 May be done at the workplace or simulated environment or in any TESDA accredited assessment center/venue
UNIT OF COMPETENCY: PROVIDE ROOM SERVICE UNIT CODE UNIT DESCRIPTOR : TRS512318 : This unit deals with the skills and knowledge required to provide room service in commercial accommodation establishments. This role is generally undertaken by food and beverage attendants in large establishments but may also involve front office personnel and kitchen staff. PERFORMANCE CRITERIA
ELEMENT 1. Take and process room service orders
2. 2. Set up trays and trolleys
1.1 Telephone call is promptly and courteously attended to in accordance with customer service standards 1.2 Guests names are checked and used throughout the interaction 1.3 Details of orders are clarified, repeated and checked with guests for accuracy 1.4 Suggestive selling techniques are used when appropriate 1.5 Guests are advised of approximate time of delivery 1.6 Room service orders are recorded and relevant information are checked in accordance with establishment policy and procedures 1.7 Room service orders received from doorknob dockets are interpreted 1.8 Orders are promptly transferred to appropriate location for preparation 2.1 Food and beverage items are prepared for service periods in accordance with establishment procedures 2.2 General room service equipment are prepared for use based on establishment procedures 2.3 Trays and trolleys are set up in accordance with establishment standards for a variety of meals including 2.3.1 Breakfast 2.3.2 Lunch 2.3.3 Dinner
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2.3.4 Complimentary 2.3.5 Special requests 2.3.6 VIPs
ELEMENT
3. Present room service meals and beverages to guests
4. Present room service accounts
5. Clear room service area
2.4 Service equipment and materials are selected and checked for cleanliness and damages 2.5 Trays and trolleys are set up in accordance with setting up and presentation techniques 2.6 Food items and beverages are promptly collected based on establishment procedures 2.7 Orders are checked before leaving the kitchen for delivery 3.1 Entry to guests rooms are requested by knocking firmly on the door in accordance with establishment service standards 3.2 Entered guests rooms upon appropriate response from guests and greeted them politely in accordance with establishment service standards 3.3 Preferences for positioning of trays or trolleys in the room are consulted with guests in accordance with establishment procedures 3.4 Positioned furniture correctly where required 3.5 Meals are offered to guests where appropriate in accordance with establishment policy 3.6 Meals and beverages are served and placed correctly in accordance with establishment procedures 4.1 Guests accounts are checked for accuracy and presented in accordance with establishment procedures 4.2 Cash payments are presented to the cashier for processing in accordance with establishment guidelines 4.3 Charge accounts are presented to guests for signing based on establishment policy and procedures 5.1 Floors are checked and cleared in accordance with establishment policy and guidelines 5.2 Trays and trolleys are returned to the room service area are dismantled and cleaned in accordance with establishment procedures 5.3 Food, beverage and equipment are re-stocked in
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accordance with establishment policy
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RANGE OF VARIABLES
This unit applies to all establishments where room service is provided. The following explanations identify how this unit may be applied in different workplaces and circumstances.
VARIABLE 1. Room service procedures
RANGE May include : 1.1 Preparing the service area 1.2 Taking and recording of room service orders 1.3 Preparing trays and trolleys 1.4 Delivery of trays and trolleys 1.5 Provision of food and beverage in the guest room 1.6 Processing the guests account 1.7 Clearing the room service area May include : 2.1 Name of service person and department 2.2 Menu choices and options 2.3 Specials 2.4 Approximate time of delivery 2.5 Description of meal/food and beverage items May include: 3.1 Butters 3.2 Condiments 3.3 Cutlery 3.4 Glasswares 3.5 Beverages May include: 4.1 Trays and trolleys 4.2 Toasters 4.3 Table appointments, warming equipment/lids, linen, glassware 4.4 Printed materials
2. Information provided to guests
3. Set-ups for room service trays and or trolleys
4. Room service equipment and materials
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Assessment requires evidences that the candidate: 1.1 Set up a variety of room service meals according to establishment needs 1.2 Applied legislative and establishment procedures in handling food and beverages 2.1 Trade theory 2.1.1 Knowledge on room locations 2.1.2 Structures and procedures for work flow within a food and beverage/room service location 2.1.3 Product knowledge of the menu and wine list 2.2 Safety 2.2.1 Safe work practices and first aid regulations 2.2.2 Relevant legislations related to OH&S and food hygiene 2.2.3 National/Local Liquor Act related to service of alcohol 3.1 Ordering and servicing procedures for processing and delivery of room service items 3.2 Service skills for up-selling and interacting tactfully and appropriately with guests The following resources MUST be provided: 4.1 Access to fully-equipped food and beverage service and guest rooms which includes industry-current equipment and actual meals/food items 4.2 Access to industry-realistic conditions such as typical ratios of room service staff to guest orders and typical timeframes for the preparation of servicing of meals Competency may be assessed through : 5.1 Direct observation of the candidate while providing room service, taking a room service order and preparing a room service tray. 5.2 Written or oral questions to test candidates knowledge on menu items, hotel room location/layout, establishment tray layout, and telephone protocol. 5.3 Review of portfolios of evidence and third party workplace reports of candidates on-the-job performance. Competency may be assessed: 6.1 Workplace or simulated environment or TESDA accredited assessment center/venue
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UNIT OF COMPETENCY : UNIT CODE UNIT DESCRIPTOR
DEVELOP AND UPDATE FOOD AND BEVERAGE KNOWLEDGE
: TRS512321 : This units deals with the knowledge, skills, and attitudes required to develop and maintain the general product knowledge required by food and beverage attendants. It brings together much of the product knowledge that underpins effective work performance in a range of food service roles and related to food knowledge and the relationships between different foods and beverages. The unit also focuses on the need for ongoing updating of knowledge for all food and beverage staff. PERFORMANCE CRITERIA
ELEMENT 1. Research general information on food and beverage cocktails
1.1 Required information is identified base on daily activities associated with the job 1.2 Suitable sources are identified based on the required information on food and beverage 1.3 Current knowledge of food and beverage is developed and maintained as required by the job 2.1 Assistance to customers on selection of food and beverage items is provided based on enterprise policy 2.2 Suitable combinations of food and beverages are offered and recommended when appropriate 2.3 Responded courteously and correctly to customer questions on menus and drinks lists
2. Share information with customers
___________________________________________________________________________________________________ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005
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RANGE OF VARIABLES
This unit applies to all food and beverage operations. The following ranges of variables identify how this unit may be applied in different workplaces and circumstances. This unit covers the general knowledge on food and beverage appropriate to a particular industry sector or workplace. This will vary according to establishment requirements and circumstances but will include all areas listed in the evidence guide.
VARIABLE 1. Sources of information on food and beverage
RANGE May include: 1.1 Chefs and cooks and other food service personnel 1.2 Product suppliers/comptroller 1.3 General and trade media (print and electronic) 1.4 Food and beverage reference books 1.5 Recipes and menus 1.6 Internet 1.7 Trade shows and exhibitions 1.8 Food and cooking demonstrations May include: 2.1 Current market trends 2.2 Typical foods and wines of the local area 2.3 Establishment menus, specials and trends 2.4 Current food and beverage festivals 2.5 Promotional activities 3.1 Appetizers 3.2 Soups 3.3 Meats, fish and seafood 3.4 Vegetables 3.5 Desserts and sweets 3.6 Snacks 3.7 Cheeses 3.8 Fruits 3.9 Salads 3.10 Pre-packaged food items 3.11 Specialist cuisine items
2. Current food and beverage
3. Types of food where knowledge may be required:
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VARIABLE 4. Types of beverage where knowledge may be required
RANGE 4.1 Wines 4.2 Spirits 4.3 Liqueurs 4.4 Beers 4.5 Non-alcoholic drinks 5.1 Customer preferences 5.2 Traditional combinations of foods and beverages 5.3 Achieving balance of textures, colours, nutrition and taste May include: 6.1 Food exclusions for allergies and food intolerance 6.2 Vegetarian May include: 7.1 Kosher 7.2 halal
5. Appropriate combinations of food and beverages are based on the following factors 6. Special dietary requirements
7. Special cultural needs
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Assessment requires evidences that the candidate: 1.1 Researched general information on food and beverage cocktails 1.2 Updated and maintained current and relevant knowledge on food and beverage 2.1 Trade theory 2.2 Features of commonly prepared dishes appropriate to the industry sector 2.2.1 Cultural and dietary issues and options 2.3 Knowledge on glassware required for different types of beverages 1.1 Specific food safety issues for different types of food 1.2 General overview of special dietary requirements including food exclusions for allergies and food tolerance 2.4 Mathematics 2.5 Portion and control 2.6 Safety 2.7 Safe work practices and guidelines on administering first aid 3.1 Workplace safety environment 3.2 Hygiene practices 2.8 National/Local Act related to service of food and beverage 3.1 Good communication skills 3.2 Service styles for different types of food 3.3 Compatibility of common food and beverage items 3.4 Traditional accompaniments for different types of food The following resources MUST be provided: 4.1 Workplace location 4.3 Project or work activities that allow the candidate to demonstrate the application of knowledge to specific industry contexts and situations
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Competency may be assessed through: 5.1 Project or work activities that would allow the candidate to demonstrate the application of knowledge to specific industry contexts and situations 5.2 Written or oral test on food and beverage knowledge 5.3 Review of portfolios of evidence and third party workplace reports of candidates on-the-job performance 6.1 Assessment may be done at the workplace or simulated environment or in any TESDA accredited assessment center/venue
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SECTION 3
TRAINING STANDARDS
These guidelines are set to provide the Technical and Vocational Education and Training (TVET) providers with information and other important requirements to consider when designing training programs for FOOD AND BEVERAGE SERVICES NC II. The guidelines include information on curriculum design, training delivery, trainee entry requirements, tools and equipment, training facilities, and trainers qualification among others. 3.1 CURRICULUM DESIGN Course Title: FOOD AND BEVERAGE SERVICES Nominal Training Duration: 18 Hrs. (Basic) 18 Hrs. (Common) 300 Hrs. (Core) Course Description: This course is designed to enhance the knowledge, skills and attitude in FOOD AND BEVERAGE SERVICES NC II in accordance with industry standards. It covers core competencies on providing link between kitchen and service areas, providing room service, providing food and beverage service, developing and updating of food and beverage knowledge and providing wine services. It covers the basic, common and core competencies. NC Level: NC II
BASIC COMPETENCIES
Unit of Competency 1. Participate in workplace communication Learning Outcomes 1.1 Obtain and convey workplace information 1.2 Complete relevant work related documents 1.3 Participate in workplace meeting and discussion Methodology Group Discussion Interaction Assessment Approach Demonstratio n Observation Interviews/ Questioning
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Unit of Competency 2. Work in a team environment
Learning Outcomes 2.1 Describe and identify team role and responsibility in a team 2.2 Describe work as a team member
Methodolo gy Discussion Interaction
Assessment Approach Demonstration Observation Interviews/ Questioning
3. Practice career professionalism
3.1 Integrate personal objectives with organizational goals 3.2 Set and meet work priorities 3.3 Maintain professional growth and development
Discussion Interaction
Demonstration Observation Interviews/ questioning
4. Practice occupational health and safety
4.1 Evaluate hazard and risks 4.2 Control hazards and risks 4.3 Maintain occupational health and safety awareness
Discussion Plant tour Symposium
Observation Interview
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COMMON COMPETENCIES Unit of Competency 1. Develop and update industry knowledge Learning Outcomes 1.1 Identify and access key sources of information on the industry 1.2 Access, apply and share industry information 1.3 Update continuously relevant industry knowledge 2.1 Practice personal grooming and hygiene 2.2 Practice safe and hygienic handling, storage and disposal of food, beverage and materials
3.1 Identify and explain the functions, general features and capabilities of both hardware and software 3.2 Prepare and use appropriate hardware and software according to task requirement 3.3 Use appropriate devices and procedures to transfer files/data 3.4 Produce accurate
Methodology Lecture Group Discussion Individual/Group Assignment
Assessment Approach Interviews/ Questioning Individual/Group Project or Report
2. Observe workplace hygiene procedures
Lecture Demonstration Role-play
Demonstration Written Examination Interviews/ Questioning
3. Perform computer operations
Lecture Group Discussion Tutorial or selfpace
Interviews/ Questioning Demonstration Observation
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and complete data according to the requirements 3.5 Maintain computer system
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Unit of Competency 4. Perform workplace and safety practices
Learning Outcomes 4.1 Practice workplace safety, security and hygiene systems, processes and operations 4.2 Respond appropriately to faults, problems and emergency situations in line with enterprise guidelines 4.3 Maintain safe personal presentation standards 5.1 Apply effective verbal and nonverbal communication skills to respond to customer needs 5.2 Provide prompt and quality service to customer 5.3 Handle queries promptly and correctly in line with enterprise procedures 5.4 Handle customer complaints, evaluation and recommendatio ns
Methodology Lecture Demonstration Role-play Simulation
Assessment Approach Demonstration Interviews/ Questioning Written Examination
5. Provide effective customer service
Lecture Demonstration Role-play Simulation
Demonstration Interviews/ Questioning Observation
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Unit of Competency
Learning Outcomes 5.5 Provide prompt and quality service to customer 5.6 Handle queries promptly and correctly in line with enterprise procedures 5.7 Handle customer complaints, evaluation and recommendatio ns
Methodology
Assessment Approach
CORE COMPETENCIES Unit of Competency 1. Provide a link between kitchen and service areas Learning Outcomes 1.1 Monitor kitchen service points to ensure prompt pickup of food items 1.2 Check service wares for chip marks, spills and drips Methodology Lecture/ Demonstration/selfpaced learning (modular)/ dualized training/ on-the-job training Problem Solving/ Case Study Group Dynamics Video presentation Assessment Approach Oral and written examination Observation Performance test
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Unit of Competency
Learning Outcomes 1.3 Carry plate/trays safely according to hotels standards 1.4 Transfer foods promptly and correctly to the appropriate service points 1.5 Advice colleagues promptly about items ready to be served 1.6 Identify additional items required from the kitchen through monitoring of service areas and consultation with other colleagues 1.7 Remove used items from service areas promptly and bring them to the cleaning area safely 1.8 Dispose left-over foods and disposable items in accordance with hygiene practices and enterprise regulations 1.9 Dispose recyclable items in accordance with local regulations and enterprise practices
Methodology
Assessment Approach
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Unit of Learning Outcomes Competency 2. Provide room 2.1 Prepare general room service service equipment for use and check for cleanliness and stability 2.2 Set-up (depending on meal period) trays and trolleys in accordance with hotel standards
Methodology Lecture/ Demonstration/ self paced learning (modular)/ dualized training/ on-the-job training Problem Solving/ Case Study Group Dynamics Video presentation
Assessment Approach Oral and written examination Observation Performance test
2.3 Interpret correctly (time, quantity of orders, meals specifications, room number, etc) room service orders if information is right 2.4 Answer telephone call promptly and courteously, check guests name and use it throughout the conversation 2.5 Clarify details of orders, check with the guest for accuracy and relay it to the kitchen staff 2.6 Use suggestive selling techniques and advice guest for approximate time of delivery 2.7 Report room service orders accurately and check the information (name of waiter, menu choices, approximate time of delivery, etc)
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Unit of Competency
Learning Outcomes 2.8 Transfer orders promptly to the appropriate kitchen location for preparation. 2.9 Collect all foods and beverage promptly and in the right order 2.10 Check orders before leaving the kitchen 2.11 Request entry to guest room by knocking firmly at the door announcing the department where you belong 2.12 Enter guests room with permission and greet him/her politely 2.13 Consult guest about their preferences on where trays and trolleys should be placed and advise them of any potential hazards. 2.14 Serve meal correctly and give information about the food/meal served 2.15 Check bills for accuracy before leaving the counter 2.16 Present bills to the guest in accordance with hotel standards
Methodology
Assessment Approach
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Unit of Competency
Learning Outcomes 2.17 Check and clear floors promptly for the use of room service trolleys and trays 2.18 Return trays and room service trolleys to the pantry and clear soiled dishes, trays and trolleys 2.19 Mis en place for the next service 3.1 Check dining and restaurant area facilities for cleanliness prior to service 3.2 Prepare dining room and make necessary adjustments for lighting, room temperature,, music, floor and other decorations to ensure comfort and ambience for customers. 3.4 Arrange furniture in accordance with enterprise requirements 3.5 Check tables and their settings for stability and comfortable access to service personnel 3.6 Check and prepare service equipment.
Methodology
Assessment Approach
3. Provide food and beverage service
Lecture/ Demonstration/ self paced learning (modular)/ dualized training/ on-the-job training Problem Solving/ Case Study Group Dynamics Video presentation
Oral and written examination Observation Performance test
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Unit of Competency
Learning Outcomes 3.7 Check menu variations and daily specials with kitchen staff 3.8 Welcome guest in accordance with establishments standards 3.9 Escort and seat guests according to table allocation 3.10 Offer available premeal (cocktail service, etc) services to guests 3.11 Present menu and drink list and provide clear information to the guests (menu choices and options, daily specials, etc) 3.12 Answer guests query/ queries on menu items correctly and courteously 3.13 Take orders accurately using format required by the hotel standards and convey them promptly to the kitchen and/or ba. 3.14 Relay information about any special request, dietary or cultural requirements to the kitchen/ bar when appropriate
Methodology
Assessment Approach
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Unit of Competency
Learning Outcomes 3.15 Provide and adjust table set-ups suitable for menu choices in accordance with hotel standards 3.16 Monitor flow of service and meal delivery 3.17 Recognize and follow up promptly any delays or deficiencies on services 3.18 Advise and assure guests that delays and problems will be fixed immediately 3.19 Check accuracy of orders promptly from service counter before transferring them to service trays 3.20 Serve food and beverage correctly and courteously 3.21 Ask the guest for additional orders, if any 3.22 Clean and clear tables, cutleries and cookery at the most appropriate time 3.23 Process account in accordance with hotel procedures 3.24 Check whether items in the bills are correct
Methodology
Assessment Approach
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Unit of Competency
Learning Outcomes 3.25 Organize and present bill to the guest upon request 3.26 Remove soiled glass-wares and napkins using tray and place them in appropriate areas 3.27 Replace table cloth and/or placemats 3.28 Report losses indicating the items and how they got lost 3.29 Handle complaints by listening attentively to the guest 3.30 Refer guest complaints to supervisors or managers 3.31 Provide feedback to guest on action taken 3.32 Sanitize tables, chairs, and waiters station 3.33 Collect all silver wares, flat wares, glass wares, cutleries and the likes and place them in allocated storage areas.
Methodology
Assessment Approach
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Unit of Competency
Learning Outcomes 3.34 Provide information logbook to note the events of the day. (e.g. service evaluation, handover, complaints, action taken, sales of the day, etc)
Methodology
Assessment Approach
4. Develop and update food and beverage knowledge
4.1 Identify information needs to perform job related activities 4.2 Identify suitable information sources (e.g. recipes and menus, food cooking demonstration chefs and cooks and other food service personnel 4.3 Develop and maintain current knowledge on food and beverage (e.g. typical food and wines of the local area, promotional activities, current food and beverage festivals, etc)
Lecture/ Demonstration/ self paced learning (modular)/ dualized training/ on the job training Problem Solving/ Case Study Group Dynamics Video presentation
Oral and written examination Observation Performance test
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3.2
TRAINING DELIVERY The delivery of training should follow to the design of the curriculum. Delivery should be guided by the 10 basic principles of competency-based TVET. The training is based on curriculum developed from the competency standards; Learning is modular in its structure; Training delivery is individualized and self-paced; Training is based on work that must be performed; Training materials are directly related to the competency standards and the curriculum modules; Assessment is based on the collection of evidence of the performance of work to the industry required standard; Training is based both on and off-the-job components; Allows for recognition of prior learning (RPL) or current competencies; Training allows for multiple entry and exit; and Approved training programs are Nationally Accredited
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 may be adopted when designing training programs: The dualized mode of training delivery is preferred and recommended, thus, programs would contain both in-school and in-industry training or fieldwork components. Details can be referred to the Dual Training System (DTS) Implementing Rules and Regulations Modular/self-paced learning is a competency-based training modality where the trainee is allowed to progress at his own pace. The trainer only facilitates the training delivery Peer teaching/mentoring is a training modality wherein fast learners are given the opportunity to assist the slow learners Supervised industry training or on-the-job training is a training approach designed to enhance the knowledge and skills of the trainee through actual experience in the workplace to acquire specific competencies prescribed in the training regulations
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Distance learning is a formal education process in which majority of the instruction occurs when the students and instructor are not in the same place. Distance learning may employ correspondence study, audio, video or computer technologies 3.3 TRAINEE ENTRY REQUIREMENTS Trainees or students who wish to enter this training should possess the following requirements: 3.4 can communicate basic English both oral and written at least high school graduate physically and mentally fit with good moral character can perform basic mathematical computation with pleasing personality
LIST OF TOOL, EQUIPMENT AND MATERIALS FOR FOOD AND BEVERAGE SERVICES NC II Recommended list of tools, equipment and materials for the training of 25 trainees for Food and Beverage Services NC II. TOOLS EQUIPMENT QTY
Dinner plates, 10 Show/base plates, 12 Fish plates, 8 Dessert plates, 7 Cereal plates, 5 Side plates or bread plates, 6 Bouillon cups and saucers, 8-12 oz. Teacups and saucers, 6 2/3 oz.
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MATERIALS QT Y
WAITERING TOOLS, MATERIALS AND EQUIPMENT QTY

8 8 8 8 8 12 8 8
8 2 2
Dining chair Tray stand (optional) Waiter station cabinet
25
50 cm X 50 cm Table napkin
TOOLS QTY
8 2 2 Demi-tasse, 3 1/3 oz. Coffee pots, 2 pint Tea pots, 2 pint
EQUIPMENT QTY QTY
MATERIALS
WAITERING TOOLS, MATERIALS AND EQUIPMENT
CUTLERIES 8 8 8 16 8 8 8 8 8 8 4 8 8 8 8 4 4 2 8 8 8 Dinner knives Dinner forks Salad knives Salad forks Fish knives Fish forks Soup spoons Dessert spoons Dessert forks Teaspoons Demi-tasse spoons Long spoons Cocktail forks Service forks Service spoons Sauce ladles Soup ladles Cake servers GLASSWARE Red wine glasses White wine glasses Water goblets
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TOOLS QTY TABLES

2 Square tables good for 4 persons
EQUIPMENT QTY QTY
MATERIALS
WAITERING TOOLS, MATERIALS AND EQUIPMENT
CLOTH
2 2 2 2 4 2 2 2 2 2 2 2 2 2 2 54X54 90X90 64X64 72X72 Side towels Salt shakers Pepper shakers Pepper mills Rectangular trays Oval trays Round trays Tooth pick holders Sugar containers Creamer containers Oil and vinegar containers and holders Sauce boats Menu cards
Order pads Pens Flower bases Reservation books Water pitchers Plate covers Bill folder/change trays Ice bucket with tongs 74
OTHER ACCESSORIES
2 8
2 2 2 2 2 8 2 2
3.5
TRAINING FACILITIES FOOD AND BEVERAGE SERVICES NC II Based on a class intake of 25 students/trainees.
Space Requirement Lecture/Laboratory Area Wash Room Tool Room/Supply Room Circulation Area
Size in Meters 5 x 10 2x5 5x4 5x5
Area in Sq. Meters 50 10 20 25
Total Area in Sq. Meters 50 10 20 25 105
Total Workshop Area :
3.6
TRAINERS QUALIFICATIONS FOR TOURISM SECTOR (HOTEL AND RESTAURANT) FOOD AND BEVERAGE SERVICES NC II TRAINER'S QUALIFICATION (TQ II) Must have completed a Trainers Training Methodology Course (TM II) or its equivalent Must have at least 2 years industry experience Must be a holder of a Food and Beverage Servicing NC level II Must be of good moral character With pleasing personality Must have attended relevant bar service trainings and seminars (for bar tending trainers) Proficient in bar service (for bar tending trainers)
3.7
INSTITUTIONAL ASSESSMENT Institutional assessment is undertaken by trainees to determine their achievement of units of competency. A certificate of achievement is issued for each unit of competency.
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SECTION 4
NATIONAL ASSESSMENT AND CERTIFICATION ARRANGEMENTS
4.1 To attain the National Qualification of FOOD AND BEVERAGE SERVICES NC II, the candidate must demonstrate competence in all the units of competency listed in Section 1. Successful candidates shall be awarded a National Certificate signed by the TESDA Director General. 4.2 The qualification of FOOD AND BEVERAGE SERVICES may be attained through: 4.2.1 Accumulation of Certificates of Competency (COCs) in all the following areas: Provide link between kitchen and service areas Provide food and beverage service Provide room service Develop and update food and beverage knowledge Successful candidates shall be awarded Certificates of Competency (COC). 4.2.2 Demonstration of competence through concurrent or projecttype assessment covering all the required core units of qualification. 4.3 Accumulation and submission of all COCs acquired for the relevant units of competency comprising a qualification, an individual shall be issued the corresponding National Certificate. 4.4 Assessment shall focus on the core units of competency. The basic and common units shall be integrated or assessed concurrently with the core units.
4.2.1.1 4.2.1.2 4.2.1.3 4.2.1.4
4.5 The following are qualified to apply for assessment and certification: 4.5.1 Graduates of formal, non-formal and informal including enterprisebased training programs 4.5.2 Experienced workers (wage employed or self employed) 4.6 The guidelines on assessment and certification are discussed in detail in the "Procedures Manual on Assessment and Certification" and "Guidelines on the Implementation of the Philippine TVET Qualification and Certification System (PTQCS)".
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COMPETENCY MAP - TOURISM Sector (Hotel and Restaurant) FOOD AND BEVERAGE SERVICES NC II
Provide table service of alcoholic beverages Prepare for wine tasting Prepare and serve espresso coffee Provide queridon service Conduct for product tasting (standard) Provide a link between kitchen and service areas Provide silver service Provide food and beverage service Provide food and beverage table service Provide club reception services Provide specialist advice on wine Plan and monitor food and beverage table servi ce Prepare and mix cocktails and non- alcoholic drinks Receive and process reservations Promote wine tourism information Plan and monitor espresso coffee service Operate a computerized reservations system Provide housekeeping services to guests
ANNEX A
Conduct night audit
Clean bar areas
COR E COM PET ENCI ES COM MON COM PET ENCI ES BAS IC COM PET ENC IES
Operate bar
Provide accommodation reception services
Provide room service
Plan and monitor bar operation
Provide wine service
Evaluate wines (Advance)
Operate cellar systems Develop and update food and beverage knowledge
Complete retail liquor sales
Provide responsible service of alcohol
Provide specialist advice on food
Evaluate and appreciate wine
Manage wine for a wine outlet
Provide table service of alcoholic beverages
Provide porter services
Develop and update industry knowledge
Observe workplace hygiene procedures
Perform computer operations
Perform workplace safety practices
Provide effective customer service
Receive and respond to workplac e communicatio n Develop and practice negotiatio n skills
Work with others
Demonstrate work values
Practice housekeeping procedure s (5S)
Participat in workplace e communication
Work in environment team
professionalism
Practice career
safety procedures
Practice occupational health and
Lead workplace communication
Lead small teams
Solve problems related to work activitie s
Use mathematical concepts and technique s
Use relevan t technologies
Utilize specialized communication skills
Develo teams p individuals and
Apply problem - solving techniques in the workplace
Plan and organize work
Collect, analyze organiz and information e
Promote environmental protection
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DEFINITION OF TERMS
1. APERITIF - is any drink taken before meals, to improve your appetite 2. BREWING - a stage in making beer in which worth is boiled with hops 3. BUSBOY - refers to the dining room helper and runner, title given to a Food and Beverage Service Attendant, National Certificate I 4. BUSSED OUT - taking out soiled plates/dishes from the dining area to dishwashing area 5. CAPTAIN FOOD AND BEVERAGE SERVICE ATTENDANT - refers to the supervisor of The Food and Beverage Service Attendant, also refers to Food and Beverage Service Attendant, National Certificate Level I. 6. COCKTAIL - is a well-mixed drink made up of base liquor, a modifying ingredient as a modifier and special flavoring of coloring agents. It is usually an aperitif taken at leisure before a meal to whet the appetite. 7. COMMIS - refers to the category according to the extent of difficulty and complexity of skills and knowledge required for the job. 8. COMMUNICATION - the transfer of ideas through verbal and non-verbal communication 9. CORDIAL/ LIQUEUR - a spirits that are sweetened and flavor with natural flavors 10. DISH OUT - food taken from the kitchen to the dining area 11. DISTILLATION - a process involving continuous evaporation and condensation of liquid wherein higher alcohol content could be obtained 12. FERMENTATION - an action of yeast upon a sugar in solution, which breaks down the sugar into carbon dioxide and alcohol 13. FLAMBE - flamed with spirit or liqueur 14. FOOD AND BEVERAGE SERVICE ATTENDANT - refers to the workers assigned in the service of food and beverage to the guests, also known as waiter. 15. GARNISH - an ingredient which decorates, accompanies or completes a dish. Many dishes are identified by the name of their garnishes 16. HIGHBALL DRINK - is a tall drink consisting of a shot of specified spirit with mixers such as sodas, water, etc. serve with cube ice in a highball glass
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17. LEVEL / CLASS - refers to the category according to the extent of difficulty and complexity of skills and knowledge required of the jobs. 18. LONG OR TALL DRINK - is a mixed drinks that are served in tall glasses 19. MENU - a list in specific order of the dishes to be served at a given meal 20. MISE EN PLACE - French term for having all ingredients in ready to use Preparation before service 21. PRE-DINNER - short mixed drinks that are basically dry in taste and are usually served before a meal to wet the appetite 22. SPIRITS - are drinks obtained by distillation after fermentation from vegetables, grains, fruits, plants and other substance with sugar or starch-based 23. TABLEWARE - is a term recognized as embracing all items of flatware, cutlery, hollowware 24. FLATWARE - it denotes all forms of spoons and forks 25. CUTLERY refers to knives and other cutting implements 26. HOLLOWWARE consists of any item made from silver e.g. teapots, milk jugs, sugar, basins, oval flats 27. SILVERWARE - tableware made of solid silver, silver gilt or silver metal. Silver plate made from single strip of plated metal 28. TABLE NAPKIN - an individual piece of linen which is used to protect the clothing or wipe the mouth during a meal Other Terms Used : Captain Waiter Chef de Etage Chef a person who prepares food as an occupation in restaurant, private house, hotel Dining Room Attendant Commis de Rang (busboy) Director of Service Chef de Service Head Waiter Chef de Salle Waiter Chef de Rang/Demi Chef de Rang Wine Steward Chef de Vin/Chef Sommelier
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ACKNOWLEDGEMENTS
The Technical Education and Skills Development Authority (TESDA) wishes to extend thanks and appreciation to the many representatives of business, industry, academe and government agencies who donated their time and expertise to the development and validation of these Training Regulations. TOURISM INDUSTRY BOARD FOUNDATION, INC. (TIBFI) - EXECUTIVE COMMITTEE
LARRY CRUZ Chairman PAUL LIM SO Treasurer Action Tour Holidays Corporation Binondo, Manila DR. IGNACIO S. PABLO Executive Director HTIP, Intramuros, Manila SEC. AUGUSTO BOBOY SYJUCO Trustee Director General, TESDA DR. CORAZON RODRIGUEZ Trustee Dean, UP Asian Institute of Tourism Diliman, Quezon City
USEC. EVELYN PANTIG Vice-Chairman Undersecretary, Department of Tourism DANIEL EDRALIN Secretary
INDUSTRY WORKING GROUP (IWG) - EXECUTIVE COMMITTEE

ANABELLE O. MORENO Chair, IWG President, Association of Human Resource Managers for Hotels and Restaurants (AHRM) ALAN DIMAYUGA Former Chair, IWG and Planning Sub-Committee Executive Plaza Hotel Malate, Manila MA. LOURDES CATRAL Chair, Planning Sub-Committee UP, College of Home Economics Diliman, Quezon City Yael Fernandez Chair, Standards And Assessment Sub-Committee Mandarin Oriental Manila Makati Ave., Makati City LEA VILLANUEVA Chair, Professional and Programs Development Visions and Breakthroughs, Inc.
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STANDARDS AND ASSESSMENT SUB-COMMITTEE MEMBERS AND EXPERTS FOOD AND BEVERAGE SERVICES
MARIVIC V. QUE Aristocrat Restaurant Ermita, Manila MARY ANNE R. TUMANAN Department of Hotel, Restaurant and Institution Management University of the Philippines Diliman, Quezon City GENER DESQUITADO TIMAG/North Sea Marine Adriatico St., Metro Manila BENJAMIN CLETO, JR. TIMAG/North Sea Marine Adriatico St., Metro Manila
The Participants in the Validation of this Training Regulation Members of the Hotels, Resorts and Restaurants Association of Cebu (HRRAC) Members of the Hotels and Restaurants Association of the Philippines (HRAP) The TESDA Board Members and Secretariat The Management and Staff of the TESDA Secretariat QSO
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TRAINING REGULATIONS

FOOD AND BEVERAGE SERVICES NC II

TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY

COMPETENCY STANDARDS Basic Competencies 16 Common Competencies 34 Core Competencies 52 217 35 -

NATIONAL ASSESSMENT AND CERTIFICATION ARRANGEMENTS

COMPETENCY MAP DEFINITION OF TERMS ACKNOWLEDGEMENTS

TR - FOOD AND BEVERAGE SERVICES NC II

Promulgated March 2005

A person who has achieved this Qualification is competent to be a:

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

SECTION 2 COMPETENCY STANDARDS

ELEMENT 1. Obtain and convey workplace information

2. Participate in workplace meetings and discussions

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

ELEMENT 3. Complete relevant work related documents

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

2. Underpinning Knowledge and Attitudes

5. Methods of Assessment 6. Context of Assessment

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

UNIT OF COMPETENCY: UNIT CODE UNIT DESCRIPTOR : :

ELEMENT 1. Describe team role and scope

2. Identify own role and responsibility within team

3. Work as a team member

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

2.1. 2.2. 2.3. 2.4. 2.5. 2.6. 2.7.

3.1. 3.2. 3.3. 3.4. 3.5.

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

4.2. 5. Methods of Assessment

5.3. 6. Context for Assessment 6.1. 6.2.

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

UNIT OF COMPETENCY: UNIT CODE UNIT DESCRIPTOR :

PRACTICE CAREER PROFESSIONALISM 500311107

ELEMENT 1. Integrate personal objectives with organizational goals

2. Set and meet work priorities

3. Maintain professional growth and development

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

3. Trainings and career opportunities

5. Licenses and/or certifications

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

3. Underpinning Skills 4. Resource Implications 5. Methods of Assessment

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

UNIT OF COMPETENCY : UNIT CODE UNIT DESCRIPTOR : :

ELEMENT 1. Identify hazards and risks

2. Evaluate hazards and risks

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

ELEMENT 3. Control hazards and risks

4. Maintain OHS awareness

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

VARIABLE 5. Emergency-related drills and training

6. OHS personal records

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

EVIDENCE GUIDE 1. Critical aspects of Competency

Underpinning Knowledge and

3. Underpinning Skills 4. Resource Implications

5. Methods of Assessment 6. Context for Assessment

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

ELEMENT 1. Seek information on the industry

2. Update industry knowledge

__________________________________________________________________________________________________ _ TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

2. Information to assist effective work performance