TM Templates Orig1 (Recovered)

Sector : Tourism Sector
Qualification Title : Food and Beverage Services NC II
Unit of Competency: Provide room service
Module Title : Providing room service
BIT International College

Gallares Street, Tagbilaran City
Main Campus
Plan
Training
Session
Date Developed: Document No.

February 2019 Issued by:
Date Revised:
Food and Page: 1 of 250
BIT International
Beverage NC II
Developed by: College
Marilou N. Bitasolo
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Data Gathering Instrument for Trainee’s Characteristics
Please answer the following instrument according to the
characteristics described below. Encircle the letter of your answer that best
describes you as a learner. Blank spaces are provided for some data that
need your response.
Name: Madelyn S. Denulan
Characteristics of learners
Language, literacy Average grade in: Average grade in:

and numeracy English Math
(LL&N)
a. 95 and above a.95 and above
b 90 to 94 b.
b 90 to 94
c. 85 to 89 c. 85 to 89
d. 80 to 84 d. 80 to 84
e. 75 to 79 e. 75 to 79
Cultural and Ethnicity/culture:

language a Boholano
background . Waray
b.
c. Muslim
c. Ibaloy
d. Others( please specify) NONE
Education & Highest Educational Attainment:

general a. High School Level
knowledge
b. High School Graduate
c. College Level
dd. College Graduate
..e. with units in Master’s degree
f. Masteral Graduate
g. With units in Doctoral Level
h. Doctoral Graduate
Sex
aa. Female
.
b. Male
Age Your age: 25
Date Developed: Document No. 02456

Food and Date Revised:
Beverage Page 2 of 250
BIT International
Services NC II Developed by:
Marilou N. Bitasolo College
Revision #
Physical ability 1. Disabilities(if any) NONE
2. Existing Health Conditions (Existing illness
if any)
a
a. None
.
b. Asthma
c. Heart disease
d. Anemia
e. Hypertension
f. Diabetes
g. Others(please specify)
Work experience related to Food and Beverage
Previous
experience with NC II
the topic a. Food and Beverage Attendant – 1 year
b. Teaching experience – 2 years
List down trainings related to Food and
Previous
learning Beverage NC II
experience
Food Safety and Sanitation Training
National Certificates acquired and NC level

Training Level
completed None
Other courses related to qualification

Special courses
a. Units in education
b. Master’s degree units in education
c. Others(please specify) NONE
Learning styles a.
a Visual - The visual learner takes mental
pictures
. of information given, so in order for this
kind of learner to retain information, oral or
written, presentations of new information must
contain diagrams and drawings, preferably in
color. The visual learner can't concentrate with a
lot of activity around him and will focus better and
learn faster in a quiet study environment.
b. Kinesthetic - described as the students in the
classroom, who have problems sitting still and who
often bounce their legs while tapping their fingers
on the desks. They are often referred to as
hyperactive students with concentration issues.
c.c. Auditory- a learner who has the ability to

remember speeches and lectures in detail but has
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a hard time with written text. Having to read long
texts is pointless and will not be retained by the
auditory learner unless it is read aloud.
d.
d Activist - Learns by having a go
.
e. Reflector - Learns most from activities where
.
they can watch, listen and then review what has
happened.
f. Theorist - Learns most when ideas are linked
to existing theories and concepts.
g. Pragmatist - Learns most from learning
activities that are directly relevant to their
situation.
a. Financially challenged
Other needs
b. Working student
c. Solo parent
d. Others(please specify) None

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FORM 1.1 SELF-ASSESSMENT CHECK
INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

data or information which is essential in planning training
sessions. Please check the appropriate box of your answer
to the questions below.
BASIC COMPETENCIES
CAN I…? YES NO
1. Participate in workplace communication
1.1. Obtain and convey workplace information? √
1.2. Speak English at a basic operational level? √
1.3. Participate in workplace meeting and discussion? √
1.4. Complete relevant work related documents? √
2. Work in a team environment
2.1. Describe team role and scope? √
2.2. Identify own role and responsibility within team? √
2.3. Work as a team member? √
2.4. Work effectively with colleagues? √
2.5. Work in socially diverse environment? √
3. Practice career professionalism
3.1. Integrate personal objectives with organizational goals? √
3.2. Set and meet work priorities? √
3.3. Maintain professional growth and development? √
4. Practice occupational health and safety procedures
4.1. Identity hazards and risks? √
4.2. Evaluate hazards and risks? √
4.3. Control hazards and risks? √
4.4. Maintain occupational health and safety awareness? √
4.5. Perform basic first-aid procedures? √

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COMMON COMPETENCIES
CAN I…? YES NO
1.Develop and update Industry Knowledge
1.1 Identify and access key resources of information on the √
industry?
1.2 Access, apply and share industry information? √
1.3 Update continuously relevant industry knowledge? √
2.OBSERVE WORKPLACE HYGIENE PROCEDURES
2.1 Practice personal grooming and hygiene? √
2.2 Practice safe and hygienic handling, storage and √
disposal of food, beverage, and materials?
2.3 Identify and respond to hygienic risk? √
2.4 Cleaning and disinfectant? √
3.Perform Computer Operations
3.1 Plan and prepare the task to be undertaken? √
3.2 Input data into the computer? √
3.4 Access information using computer? √
3.5 Produce output data using computer system? √
3.6 Maintain computer equipment and system? √
4.Perform workplace safety practices
4.1 Follow workplace procedures for health, safety and √
security practices?
4.2 Perform child protection duties relevant to the tourism √
industry?
4.3 Observe and monitor people? √
4.4 Deal with emergency situations? √
4.5 Maintain safe personal presentation standards? √

5.Provide Effective Customer Service
5.1 Greet customer √
5.2 Identify needs of customers? √
5.3 Deliver service to customer? √
5.4 Handle queries through use of common business tools √
and technology?

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COMMON COMPETENCIES
CAN I…? YES NO
5.5 Handle complaints/ conflict situations, evaluation and √
recommendations
CORE COMPETENCIES
CAN I…? YES NO
1. Prepare Dining Room / Restaurant Area for Service
1.1 Take table reservations? √
2.2 Prepare service stations and equipment? √
2.3 Set up the tables in the dining area? √
2.4 Set the mood/ambiance of the dining area? √
2. Welcome and Take Food and Beverage Orders
2.1 Welcome and greet guests? √
2.2 Seat the guests? √
2.3 Take food and beverage orders? √
2.4 Liaise between kitchen and service areas? √
3. Promote Food and Beverage Products
3.1 Know the product? √
3.2 Undertake Suggestive selling? √
3.3 Carry out upselling strategies? √
4. Provide food and beverage services to guests
4.1 Serve food orders? √
4.2 Assist the diners? √
4.3 Perform banquet or catering food service? √
4.4 Serve Beverage Orders? √
4.5 Process payments and receipts? √
4.6 Conclude food service and close down dining area? √
4.7 Manage intoxicated persons? √
5. Provide room service
5.1 Take and process room service orders? √
5.2 Set up trays and trolleys? √
5.3 Present and serve food and beverage orders to guests? √

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COMMON COMPETENCIES
CAN I…? YES NO
5.4 Present room service account? √
5.5 Clear away room service equipment? √
6. Receive and handle guest concerns
6.1 Listen to the complaint? √
6.2 Apologize to the guest? √
6.3 Take proper action on the complaint? √
6.4 Record complaint? √

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Evidences/Proof of Current Competencies
Form 1.2: Evidence of Current Competencies acquired related to

Job/Occupation
Means of
Current competencies Proof/Evidence
validating
BASIC
1. Participate in workplace communication
1.1 Obtain and convey workplace Showed original
information COE, called up
Certificate of
issuing company
1.2 Participate in workplace Employment
to verify
meetings and discussions
authenticity,
1.3 Complete relevant work related conducted
documents interview
1.4 Practice occupational health
and safety procedures
2. Work in a team environment
2.1 Describe as a team role and
scope Showed original
2.2 Identify own role and COE, called up
Certificate of
responsibility within the team issuing company
Employment
to verify
2.3 Work as a team member
authenticity,
2.4 Work effectively with colleagues conducted
2.5 Work in socially diverse interview
environment
3. Practice career professionalism
3.1 Integrate personal objectives Showed original
with organizational goals COE, called up
Certificate of
issuing company
3.2 Set and meet work priorities Employment
to verify
3.3 Maintain professional growth authenticity,
and development conducted
interview
4. Practice Occupational Health and Safety Procedures
4.1 Identify hazards and risks Showed original
COE, called up
4.2 Evaluate hazards and risks

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4.3 Control hazards and risks Certificate of issuing company
Employment to verify
4.4 Maintain Occupational Heath
authenticity,
and Safety
conducted
interview
COMMON
1. Develop and update industry knowledge
1.1Seek information on the Showed original

industry COE, called up
issuing company
1.2 Update industry knowledge Certificate of to verify
Employment authenticity,
1.3 Develop and update local conducted
knowledge interview
1.4 Promote products and services
to customers
2. Observe workplace hygiene procedures.
2.1. Follow hygiene procedures Showed original
COE, called up
2.2. Identify and prevent hygiene Certificate of issuing company
risks Employment
to verify
authenticity,
conducted
interview
3.Perform computer operations
3.1. Plan and prepare for task to be
undertaken
Showed original
3.2. Input data into computer COE, called up
3.3 Access information using issuing company
computer Certificate of to verify
3.4. Produce/output data using Employment authenticity,
computer system conducted
3.5. Maintain computer equipment interview
and systems
4.Perform workplace and safety practices
4.1.Follow workplace procedures
for health, safety and security Showed original
practices COE, called up
4.2. Perform child protection issuing company
duties relevant to the tourism to verify
industry authenticity,

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conducted
interview
4.3.Observe and monitor people Certificate of
Employment
4.4 Deal with emergency situations
4.5.Maintain safe personal
presentation standards
4.6. Maintain a safe and secure
workplace
5. Provide effective customer service
5.1. Greet customer
5.2. Identify needs of customers Showed original
COE, called up
5.3. Deliver service to customer
issuing company
5.4. Handle queries through use of Certificate of to verify
common business tools and Employment authenticity,
technology conducted
5.5 Handle complaints/ conflict interview
situations, evaluation and
recommendations
CORE COMPETENCIES
1. Prepare the dining room/restaurant area for service
1.1 Take table reservations Showed original
1.2 Prepare service stations and COE, called up
equipment issuing company
to verify
1.3 Set up the tables in the dining
Certificate of authenticity,
area
Employment conducted
1.4 Set the mood/ambiance of the interview and
dining area asked to
demonstrate
2. Welcome guests and take food and beverage orders
2.1. Welcome and greet guests Showed true copy,
2.2 Seat the guests called up issuing
2.3. Take food and beverage company to verify
orders Certificate of authenticity,
Employment conducted
interview and
asked to
demonstrate
3. Promote food and beverage products
3.1. Know the product Showed original
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3.2. Undertake Suggestive selling COE, called up
issuing company
3.3. Carry out Upselling Certificate of
to verify
Employment
strategies authenticity,
conducted
interview and
asked to
demonstrate
4.Provide food and beverage services to guests
2.1 Serve food orders Showed original
4.2. Assist the diners COE, called up
issuing company
Certificate of to verify
Employment authenticity,
conducted
interview and
asked to
demonstrate
5. Provide room service
5.1. Take and process room Showed original
service orders COE, called up
5.2 Set up trays and trolleys issuing company
Certificate of to verify
5.3 Present and serve food and Employment
authenticity,
beverage orders to guests
conducted
5.4. Present room service account interview and
5.5. Clear away room service asked to
equipment demonstrate
6. Receive and handle guest concerns

6.1 Listen to the complaint Showed original
6.2 Apologize to the guest COE, called up
6.3 Take proper action on the issuing company
complaint Certificate of to verify
6.4 Record complaint Employment authenticity,
conducted
interview and
asked to
demonstrate

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Identifying Training Gaps
From the accomplished Self-Assessment Check (Form 1.1) and the

evidences of current competencies (Form 1.2), the Trainer will be able to
identify what the training needs of the prospective trainee are.
Form 1.3 Summaries of Current Competencies Versus Required

Competencies
Required Units of Current Training Gaps/
Competency/Learning Competencies Requirements
Outcomes based on CBC
BASIC
1. Participate in Workplace Communication
1.1 Obtain and convey Obtain and convey
workplace communication workplace
communication
1.2 Participate in workplace Participate in
meetings and discussions workplace meetings
and discussions
1.3 Complete relevant work Complete relevant
related documents work related
documents
1.4 Practice occupational Practice occupational
health and safety health and safety
procedures procedures
2. Work in a Team environment
2.1 Describe as a team role Describe as a team
and scope role and scope
2.2 Identify own role and Identify own role and
responsibility within the responsibility within
team the team
2.3 Work as a team member Work as a team
member
2.4 Work effectively with Work effectively with
colleagues colleagues
2.5 Work in socially diverse Work in socially
environment diverse environment
3. Practice Career Professionalism

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3.1 Integrate personal Integrate personal
objectives with objectives with
organizational goals organizational goals
3.2 Set and meet work Set and meet work
priorities priorities
3.3 Maintain professional Maintain professional
growth and development growth and
development
4. Practice Occupational Health and Safety Procedures
4.1 Identify hazards and Identify hazards and
risks risks
4.2 Evaluate hazards and Evaluate hazards and
risks risks
4.3 Control hazards and Control hazards and
risks risks
4.4 Maintain Occupational Maintain
Health and Safety Occupational Health
and Safety
COMMON
1. Develop and Update Industry Knowledge
1.1Seek information on the Seek information on

industry the industry
1.2Update industry Update industry

knowledge knowledge
1.3 Develop and update Develop and update

local knowledge local knowledge
1.4 Promote products and Promote products
services to customers and services to
customers
2. Observe Workplace Hygiene Procedures
2.1. Follow hygiene Follow hygiene
2.2. Identify and prevent Identify and prevent
hygiene risks hygiene risks

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3. Perform Computer Operations
3.1.Plan and prepare for Plan and prepare for
task to be undertaken task to be
undertaken
3.2.Input data into Input data into
computer computer
3.3 Access information Access information
using computer using computer
3.4. Produce/output data Produce/output data
using computer system using computer
system
3.5. Maintain computer Maintain computer
equipment and systems equipment and
systems
4. Perform Workplace and Safety Practices
4.1.Follow workplace Follow workplace
procedures for health, procedures for
safety and security health, safety and
practices security practices
4.2 Perform child protection Perform child
duties relevant to the protection duties
tourism industry relevant to the
tourism industry
4.3. Observe and monitor Observe and monitor
people people
4.4. Deal with emergency Deal with emergency
situations situations
4.5. Maintain safe personal Maintain safe
presentation standards personal
presentation
standards
4.6. Maintain a safe and Maintain a safe and
secure workplace secure workplace
5. Provide Effective Customer Service
5.1. Greet customer Greet customer
5.2. Identify needs of Identify needs of
customers customers
5.3. Deliver service to Deliver service to
customer customer
5.4. Handle queries through 5.4.Handle queries
use of common business through use of
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tools and technology common business
tools and
technology
5.5.Handle complaints/ Handle complaints/
conflict situations, conflict situations,
evaluation and evaluation and
recommendations recommendations

CORE
1.Prepare the Dining Room/Restaurant Area for Service
1.1 Take table reservations Take table
reservations
1.3 Prepare service Prepare service
stations and stations and
equipment equipment
1.3 Set up the tables in the Set up the tables in
dining area the dining area
1.5 Set the Set the
mood/ambiance of mood/ambiance of
the dining area the dining area
2. Welcome Guests and Take Food and Beverage Orders
2.1. Welcome and greet Welcome and greet
guests guests
2.2. Seat the guests Seat the guests
2.3 Take food and Take food and
beverage orders beverage orders
3. Promote food and beverage products
3.1. Know the product Know the product
3.2. Undertake Suggestive Undertake
selling Suggestive selling
3.3. Carry out Upselling Carry out Upselling
strategies strategies
5.1 Provide Room Service
5.1.Take and process room Take and process
service orders room service orders
5.2. Set up trays and Set up trays and
trolleys trolleys
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5.3. Present and serve food Present and serve
and beverage orders to food and beverage
guests orders to guests
5.4. Present room service Present room service
account account
5.5. Clear away room Clear away room
service equipment service equipment
6. Receive and Handle Guest Concerns
6.1 Listen to the Listen to the
complaint complaint
6.2 Apologize to the guest Apologize to the
guest
6.3 Take proper action on Take proper action
the complaint on the complaint
6.4 Record complaint Record complaint
Form No. 1.4: Training Needs
Training Needs Module Title/

(Learning Outcomes) Module of Instruction
Take and process room service orders
Set up trays and trolleys
Present and serve food and beverage Providing room service
orders to guests
Present room service account
Clear away room service equipment

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SESSION PLAN
Sector : Tourism Sector
Unit of Competency : Provide Room Service
Module Title : Providing room service
Learning Outcomes:
After 60 hours of learning activities, the trainees will be able to effectively:
1. Take and process room service orders
2. Set up trays and trolleys
3. Present and serve food and beverage orders to guests
4. Present room service account
5. Clear away room service equipment
A. INTRODUCTION- This unit deals with the knowledge and skills required in the provision of food and beverage service
particularly in the guest room of a commercial accommodation establishment.
B. LEARNING ACTIVITIES
Methods Presentation Practice Feedback Resources Time
LO 1: Take and process room service orders

May 2018 Issued by:
Food and Beverage Date Revised:
Page 18 of 250
Services NC II BIT International College
Developed by:
Marilou N. Bitasolo
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5.1-1. Room service Modular/self- Read Information Answer self Compare Pen and Paper 10hr
orders paced Sheet 5.1-1 Take check 5.1-1 answer using CBLM s
Room Service answer key
Order 5.1-1 Instructions
Demonstration Familiarize Task Perform Task Evaluate Telephone
Sheet 5.1-1 Take Sheet 5.1-1 Performance
Room Service using
Orders Performance
Criteria
Checklist 5.1-
1
5.1-2.Process Room Modular/self- Read Information Answer self Compare CBLM
Service Orders paced Sheet 5.1-2 check 5.1-2 answer using
Process Room answer key
Service Order 5.1-2
Demonstration Familiarize Task Perform Task Evaluate Pen and Paper
Sheet 5.1-2 Sheet 5.1-2 Performance
Process Room using
Service Orders Performance
Criteria
Checklist 5.1-
2
LO 2: Set up trays and trolleys
2.1 Equipment and Modular (self-pace Read Information Answer Self Compare CBLM 12hr
material selection learning) Sheet 5.2-1 Set- check 5.2-1 Answer key pen and paper s
and set-up up of Equipment 5.2.1
and Materials
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Selection
Film Viewing View multimedia Perform Task Evaluate Laptop
Presentation on Sheet 5.2.1 Performance Projector
Set-up of using
Equipment and Performance
Material Selection Criteria
Checklist 5.2-
1
Demonstration Familiarize Task Perform Task Evaluate Tray/trolley
Sheet 5.2.1 Set- 5.2-1 Performance Butter
up of Equipment using Hand towels
and Material Performance Cutleries
Selection Criteria Beverages
Checklist 5.2- condiments
1
2.2. Room service Modular (self-pace Read Information Answer Self Compare CBLM
trays or trolleys are learning) Sheet 5.2-2 Set- check 5.2-2 Answer key Pen and Paper
set up up Room Service 5.2-2
Trays
Film Viewing View multimedia Perform2Task Evaluate Tray/trolley
Presentation on Sheet 5.2-2 Performance Butter
Set-up of Room using Hand towels
Service Trolley Performance Cutleries
Criteria Beverages
Checklist 5.2- condiments
2
Demonstration Familiarize Task Perform2Task Evaluate
Sheet 5.2-2 Set- Performance
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up Room Service Sheet 5.2.2 using
Trolley Performance
Criteria
Checklist 5.2-
2
LO 3: Present and serve food and beverage orders to guests
3.1 Room service meal Modular (self- Read Information Answer Self Compare CBLM 11
delivery paced) Sheet 5.3-1Room Check 5.3-1 answer using Pen and Paper hour
Service Delivery answer key s
5.3-1 Instructions
Demonstration Familiarize Task Execute Task Evaluate Trolley/Tray
Sheet 5.3-1 Room Sheet 5.3-1 Performance Warming
Service Delivery using equipments
Performance Glass, Toaster
Criteria butter
Checklist 5.3- Cutlery
1 Beverage
Condiments
3.1 Room service Modular (self- Read Information Answer Self Compare CBLM
In- Room Dining paced) Sheet 5.3-2Room Check 5.3-2 answer using Pen and Paper
In-Room Dining answer key
Demonstration Familiarize Task Execute Task Evaluate Trolley/Tray

Sheet 5.3-2 Room Sheet 5.3-2 Performance Warming
Service In-Room using equipments
Dining Performance Glass, Toaster
Criteria butter
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2 Beverage
Condiments
LO 4: Present room service account
4.1 Billing of Guest Modular (self- Read Information Answer Self- Compare CBLM 10hr
paced) 5.4-1 Billing of Check 5.4-1 answer using Pen and paper s
Guest answer key Instructions
5.4-1
Demonstration Familiarize Task Perform Task Evaluate Cashiers
Sheet 5.4-1 Sheet 5.4-1. Performance Receipt
Billing of Guest using
Performance
Criteria
Checklist 5.4-
1
4.2.Settlement of Modular (self- Read Information Answer Self- Compare CBLM
the Bill paced) 5.4-2 Billing of Check 5.4-2 answer using Pen and paper
Guest answer key Instructions
5.4-2
Demonstration Familiarize Task Perform Task Evaluate Cashiers
Sheet 5.4-2 Settle Sheet 5.4-2 Performance Receipt
the Guest Bills using
Performance
Criteria
Checklist 5.4-
2
LO 5. Clear away room service equipment

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5.1 Clearing Room Modular (self- Read Information Answer Self Compare CBLM 17hr
Service Area paced) Sheet 5.5-1. Check 5.5-1 answer using Guidelines s
Clear Room Clean Room answer key Instruction
Service Area Service Area 5.5-1 Pen and paper
Film Viewing View multimedia Perform Task Evaluate Laptop
Presentation on Sheet 5.5.1 Performance Projector
Clear Room using
Service Area Performance
Criteria
Checklist 5.5-
1
Demonstration Fill in Task Sheet Perform Task Evaluate Trolley/Tray
5.5-1 Clear Room Sheet 5.5-1 Performance Warming
Service Area using equipments
Performance Glass, Toaster
Criteria butter
1 Beverage
Condiments
5.2. Cleaning and Modular (self- Read Information Answer Self Compare CBLM
Returning of paced) Sheet 5.5-2. Check 5.5-2 answer using Guidelines
Trays and Clean and Return answer key Instruction
Trolleys Trays and 5.5-2 Pen and paper
Trolleys
Demonstration Fill in Task Sheet Perform Task Evaluate Trolley/Tray
5.5-2 Clean and Sheet 5.5-2 Performance Warming
Return Trays and using equipments
Trolleys Performance Glass, Toaster
Criteria butter
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2 Beverage
Condiments
C. ASSESSMENT PLAN-
 Interview (oral/ questionnaire)
 Observation
 Demonstration of Practical Skills
 Written examination
D. TEACHER’S SELF-REFLECTION OF THE SESSION

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COMPETENCY-BASED LEARNING MATERIAL
Sector : Tourism
Unit of Competency : Provide Room Service
Module Title : Providing Room Service
Name of your School: BIT International College
Footer: Institution quality assurance logo (TESDA)

And the logo of your institution

Date Revised:
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HOW TO USE THIS COMPETENCY –BASED
LEARNING MATERIALS
Welcome!
The core unit of competency, "Plan Training Session", is one of the

competencies of FOOD AND BEVERAGE NC II, a course which comprises
the knowledge, skills and attitudes required for a TVET trainee to possess.
The module, Planning Training Session, contains training materials

and activities related to preparing area for bed making, performing bed
making and performing after care activities of materials and equipment used
for you to complete. This is prepared to help you achieve the required
competency in Food and Beverage NCII.
In this module, you are required to go through a series of learning

activities in order to complete each learning outcome. In each learning
outcome are Information Sheets, Task Sheets, Job Sheets and Operation
Sheets. Follow and perform the activities on your own. If you have
questions, do not hesitate to ask for assistance from your facilitator.
The goal of this module is the development of practical skills. You

must learn the basic concepts and terminology to gain these skills. For most
part, you will get this information from the Information Sheets.
This will be the source of information for you to acquire knowledge

and skills in this particular competency independently and at your own pace
with minimum supervision or help from your trainer.
You will be given plenty of opportunity to ask questions and practice

on the job. Make sure you practice your new skills during regular work shift.
This way you will improve your speed and memory as well as your
confidence.

Date Revised:
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Bitasolo Revision #
Reminder:
Read Information Sheet, perform Task Sheet, Job Sheet or Operation

Sheet until you are confident that your outputs conform to the Self-Check
(Answer Key) and Performance Criteria Checklist that follows the sheet.
Suggested references are included to supplement the materials provided
in this module.
When you feel confident that you have had sufficient practice to achieve
competency, perform and submit output of the Task Sheet, Job Sheet or
Operation Sheet to your facilitator for evaluation and recording in the
Accomplishment Chart. Output shall serve as your portfolio during the
Institutional Competency Assessment. When you feel confident that you
have had sufficient practice, ask your trainer to evaluate you. The results
of your institutional assessment will be recorded in your Progress Chart.
You must pass the Institutional Competency Assessment for this

competency before moving to another competency. A Certificate of
Achievement will be awarded to you after passing the evaluation.
You need to complete this module before you can perform the module on
Receive and Handle Guest Concerns.

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PARTS OF A COMPETENCY-BASED LEARNING MATERIAL
PACKAGE
References/Further Reading
Performance Criteria Checklist

Operation/Task/Job Sheet
Self Check Answer Key
Self Check
Information Sheet
Learning Experiences
Learning Outcome Summary
Module
Module Content
Content
Module
List of Competencies
Content
Module Content
Module Content
Front Page
In our efforts to standardize CBLM, the

above parts are recommended for use
in Competency Based Training (CBT) in
Technical Education and Skills
Development Authority (TESDA)
Technology Institutions. The next
sections will show you the components
and features of each part.

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Food and Beverage Services NC II
COMPETENCY-BASED LEARNING MATERIALS
List of Competencies
No. Unit of Competency Module Title Code
Participate in Participating in
1. workplace workplace 500311105
communication communication
Work in team Working in team 500311105

2.
environment environment
Practice career Practicing career 500311106

3.
professionalism professionalism
Practice occupational Practicing occupational

4. health and safety health and safety 500311107
Develop and update Developing and update TRS311201

5.
industry knowledge industry knowledge
Observe workplace Observing workplace TRS311202

6.
hygiene procedures hygiene procedures
Perform computer Performing computer TRS311203

7.
operations operations
Perform workplace and Performing workplace TRS311204

8.
safety practices and safety practices
Provide effective Providing effective TRS311205

9.
customer service customer service
Prepare the dining Preparing the dining

10. room/ restaurant area room/ restaurant area TRS512387
for service for service
11. Welcome guests and Welcoming guests and TRS512388

take food and beverage take food and beverage
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orders orders
Promote food and Promoting food and TRS512389

12.
beverage products beverage products
Provide food and Providing food and TRS512390

13. beverage services to beverage services to
guests guests
14. Provide room service Providing room service TRS512391
Receive and handle Receiving and handle TRS512392

15.
guest concerns guest concerns

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MODULE CONTENT
UNIT OF COMPETENCY: Provide Room Service
MODULE TITLE : Providing Room Service
MODULE DESCRIPTOR:
This module covers the knowledge, skills and attitude required in providing
room service in commercial accommodation establishments
NOMINAL DURATION: 60 hours
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
LO 1. Take and process room service orders

LO 2. Set-up trays and trolleys
LO 3. Present and serve food and beverage orders to guests
LO 4. Present room service accounts
LO 5. Clear away room service equipment
ASSESSMENT CRITERIA:
1.1 Telephone call is answered promptly and courteously in accordance
with customer service standards.
1.2 Guests’ name is 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.
1.5 Guests are advised of approximate time of delivery
1.6 Relevant information are recorded and checked in accordance with
establishment policy and procedures
1.7 Room service orders received from doorknob dockets are interpreted
accurately.
1.8 Orders are promptly transferred and relayed to appropriate location
for preparation.

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1.9 Room service equipment and supplies are prepared in accordance
with establishment procedures.
1.10 Proper room service equipment and supplies are selected and
checked for cleanliness and condition.
1.11 Trays and trolleys are set up keeping in mind balance, safety and
attractiveness.
1.12 Room service trays or trolleys are set up according to the food
and beverage ordered
1.13 Orders are checked before leaving the kitchen for delivery.
1.14 Food items are covered during transportation to the room.
1.15 The guest’s name is verified on the bill before announcing the staff’s
presence outside the door.
1.16 Guests are greeted politely in accordance with the with establishment’s
service procedures.
1.17 Guests are asked where they want the tray or trolley positioned.
1.18 Food orders are delivered on the time desired by the guest.
1.19 Guests’ accounts are checked for accuracy and presented in accordance
with establishment procedures
1.20 Cash payments are acknowledged and then presented to the cashier for
processing in accordance with establishment guidelines
1.21 For charge accounts, guests are asked to sign the bills.
1.22 Procedure to take away the tray or trolley when the guests have
finished their meal is explained.
1.23 Floors are checked and cleared in accordance with establishment
policy and guidelines.
1.24 Dirty trays are cleared in accordance with the establishment’s
procedure.
1.25 Trays and trolleys are cleaned and returned to the room service area.

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LEARNING OUTCOME NO. 5
Take and Process Room Service Orders
Contents:
1. Taking room service orders

2. Processing room service orders
Assessment Criteria
1. Answer telephone calls promptly and courteously in accordance with

customer service standards.
2. Check and uses guest’s name throughout the interaction
3. Clarifies, repeat and checks details with guests for accuracy.
4. Uses selling techniques when suggesting.
5. Advise clients of approximate time of delivery
6. Records and checks relevant information in accordance to
establishment policies and procedures.
7. Interprets accurately room service orders received from doorknob
dockets.
8. Promptly transfer and relays orders in appropriate location for
preparation.
Conditions
The participants will have access to:
Tools Equipment Materials/ Supplies

Telephone Pen and paper
Guidelines
Instructions
Assessment Method:
1. Interview (oral/ questionnaire)

2. Portfolio
3. Demonstration with observation of Practical Skills
4. Written examination

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Learning Experiences
Learning Outcome 1
TAKE AND PROCESS ROOM SERVIVE ORDERS
Learning Activities Special Instructions

Read Information Sheet 5.1.1 Room The learning outcome deals with the
Service development of the Institutional
Competency Evaluation Tool which
Answer self check 5.1-1
trainers use in evaluating their
Compare answer using answer key
trainees after finishing a competency
5.1-1
of the qualification.
Familiarize Task Sheet 5.1-1 Take
Room Service Orders
Perform Task Sheet 5.1-1 Go through the learning activities
Read Information Sheet 5.1-2 outlined for you on the left column to
Process Room Service Order gain the necessary information or
Answer self check 5.1-2 knowledge before doing the tasks to
Compare answer using answer key practice on performing the
5.1-1 requirements of the evaluation tool.
Familiarize Task Sheet 5.1-1 Process
Room Service Orders The output of this LO is a complete
Perform Task Sheet 5.1-2 Institutional Competency Evaluation
Evaluate Performance using Package for one Competency
Performance Criteria Checklist 5.1-2 Household NC II. Your output shall
Read Information Sheet 5.2-1 Set-up serve as one of your portfolio for your
of Equipment and Materials Institutional Competency Evaluation
Selection for Take and Process Room Service
Answer Self check 5.2-1 Orders.
Compare Answer using answer key
5.2.1
View multimedia presentation on Feel free to show your outputs
Set-up of Equipment and Material to your trainer as you
Selection accomplish them for guidance
Perform Task Sheet 5.2.1 Set up of and evaluation
Equipment and Materials Selection
Evaluate Performance using
Performance Criteria Checklist 5.2-1
Familiarize Task Sheet 5.2.1 Set-up
of Equipment and Material Selection
Perform Task 5.2-1 Set up of
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Equipments and Materials Selection
Read Information Sheet 5.2-2 Set-up
Room Service Trays
Answer Self check 5.2-2
5.2.2
View multimedia
Presentation on Set-up of Room
Service Trolley
Familiarize Task Sheet 5.2-2 Set-up
Room Service Trolley
Perform2Task Sheet 5.2.2
Read Information Sheet 5.3-1Room
Service Delivery
Answer Self Check 5.3-1 Room
Service Delivery
5.3-1
Familiarize Task Sheet 5.3-1 Room
Service Delivery
Execute Task Sheet 5.3-1 Room
Service Delivery
Read Information Sheet 5.3-2.Room
In-Room Dining
Answer Self Check 5.3-2
5.3-2
Read Information 5.4-1 Billing of
Guest
5.4-1
Familiarize Task Sheet 5.4-1 Billing After doing all the activities for this
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of Guest L.Os, you are ready to proceed to the
Perform Task Sheet 5.4-1. Billing of next module.
Guest
Read Information 5.4-2 Billing of
Guest
Answer Self-Check 5.4-2
5.4-2
Familiarize Task Sheet 5.4-2 Settle
the Guest Bills
Perform Task Sheet 5.4-2
Read Information Sheet 5.5-1. Clean
Room Service Area
5.5-1
View multimedia
Presentation on Cleaning Room
Service Area
Perform Task Sheet 5.5.1 Cleaning
Room Service Area
Read Information Sheet 5.5-2. Clean
and Return Trays and Trolleys
5.5-2
Fill in Task Sheet 5.5-2 Clean and
Return Trays and Trolleys
Perform Task Sheet 5.5-2

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Information Sheet 5.1-1
Room Service
Learning Objectives:
After reading this information sheet, you MUST be able to:
1. Elaborate the service of the room and the person responsible;
2. Demonstrate the proper telephone etiquette in room service;
3. Explain the rationale on each step;
4. Recognize the concept of the room service doorknob menu
5. Inculcate suggestive selling and sales technique.
Time allotment: 10 hours
Introduction
Room Service is the service of food and beverages in guests’ room
hotels or other accommodation establishments. Such service is provided to
house guests who wish to enjoy the comfort of being served right in their
room. In all suite hotels it is often referred to as ïn-suite service”.
In any hotel establishments regardless of its size there is usually a

specialist Room Service department or section that is tasked to attend the
delivery of food and beverage orders to guestrooms. However in gigantic
hotels, room service operated as an independent or separate unit, headed by
a Room Supervisor, assisted by a captain waiter. In small, hotels, it is a
common practice that room service becomes a part of the Coffee Shop
operations. In such situation, Coffee Shop personnel are also allowed to do
room service.
The Room service department or section must work closely with the
Kitchen, Front Office and Housekeeping departments to make sure that the
standard of service meets the expectation or goes beyond the expectation of
guest.
The extent of service in hotel guest rooms will depend on the nature of
the establishment. In a deluxe or 5-star hotel 24 hour room service is
expected, while standard or economy class hotels limit room service
operations until 6 o’clock in the morning until 10 o’clock in the evening.
Ordering food for room service may also be time scheduled for other hotels

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 Breakfast 6:00 AM to 11:00 AM
 All day dining 11:00 AM to 11:00 PM
 Ala Carte 7:00 PM to 10:30 PM
 Night Menu 11:00 Pm to 6:00 AM
ROOM SERVICE MENU
Room Service menus, consisting of ala

carte items are posted right in each
guestroom as reference for the guests in
making a selection. Orders are usually made
through the telephone and received by a
designated order taker.
Many hotels make use of door knob

menus for breakfast orders. Said menu is also provided in each room and
the guest fills it up with their order, indicating the exact time they want
their order to be delivered. Them they hang it on the door knob to be picked
up by room service waiters in the evening or at about 3:00 AM. The order is
then endorsed to the kitchen and prepared in advance. It is delivered on the
exact time indicated in the order form. Thus the guests are spared from
waiting for their orders especially when they are scheduled to leave early in
the morning.
SERVICE OF DOOR KNOB MENUS
1. Door knob menus are placed inside the guestrooms by room

attendants.
2. After filling up the door knob menu, the guest will hang it in his door
knob to be picked up by the room service waiter.
3. Captain must counter check the room number with that indicated in
the door knob menu to prevent mistakes in the delivery or orders.
4. Collected door knob menus are to be endorsed to captain or order
taker for recording and preparation of receipts.
5. Door knob orders are endorsed to waiter for the mise-en-place
preparation.
6. Captain should closely monitor the service time and see to it that the
delivery or order is done on the time requested, especially for door
knob orders.

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ZYNELOUISE
HOTEL
Room No.__ No. of persons____
Guest;s Name________________
Time of Delivery________________
BREAKFAST ORDERS
( ) Continental breakfast P250.00
( ) American breakfast P350.00
( ) Filipino Breakfast P250.00
( )Pancake P250.00
( ) Oats P250.00
BEVERAGES
( ) Brewed Coffee P 90.00
Others_________________
Guest;s signature___________
Kindle hang this order on

your door knob for pick
up.
Door knob breakfast menu order collection:
 The overnight Supervisor shall assign a waiter to collect all door knob
breakfast menu orders every night, according to the schedule.
 Use the service lift to get to the top of the floor and collect the door
knob breakfast menu orders floor by floor, working downwards.
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 Write down the room number on each door knob breakfast menu
order.
 The assigned waiter must write down the room number when
collecting the door knob breakfast menu order.
 Preparing the bill for the breakfast service.
 The overnight supervisor shall prepare all breakfast bill according to

guests; door knob breakfast menu order.
 Sort out all the prepared bills according to the time service, starting
from the earliest one, with priority given to the VIP rooms.
DELIVERY TIME:
 When the order is made, the order taker shall post it

immediately in the POS (Point of Sale) terminal. The time
displayed on the print-out slip shall be considered for any
further reference.
 The order taker shall accurately estimate the time required for
the food preparation and the specific mise-en-place related to
the food order.
 The order taker shall set the time on the special designed alarm
clock in order to control the duration of each order preparation.
 The order taker shall politely inform the guest by telephone

about any delivery delay.
 Consequently, the order taker shall say the following: “Good

morning / afternoon / evening, Mr. / Mrs. / Ms. (the correct
family name of the guest), I am calling from dining room to
inform you that we are experiencing a slight delay with your
food delivery. It will take about (time to be defined by the
kitchen team) more minutes. We sincerely apologize for the
inconvenience”.

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Sequence of Room Service
ACTIVITIES PERSON RESPONSIBLE
Taking Room Service Order Designated order Taker
Captain or Waiter
Placing Order to the Kitchen
Posting the Order for Billing Captain or Waiter
Assembling Room Service Order Captain or Waiter
Logging Down the Order on the Captain or Waiter

Control Sheet
Double Checking Mise-en Place, Captain Waiter

Food Preparation/Presentation
Preparation of the Bill Cashier
Pick-up and delivery of the order

Waiter
Offering or Extending Personalized

Service to the Guest’s Waiter
Settling the Bill; Bidding Waiter
Forwarding Payment or Signed Bill Waiter

Front Office Cashier
Forwarding Payment or Signed Bill to

the Front Office Cashier Waiter

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Telephone Etiquette in Room Service
Room service orders are usually given thru telephone.

It is then the first point of contract between the room service
staff and the guest. Therefore, it is vital that the person receiving and
answering the call must have a good telephone etiquette, which is important
in creating favorable initial impression.
The telephone must be answered within three rings and that the person
answering the phone must have good knowledge of the room service menu.
The order taker must observe and use the following procedures:
 Greet the person calling
 Identify and introduce the department/ section and one’s self
 Taking the order
 Providing information and feedback
 Closing the call
Example: Good morning, Mr. Ponce, this is Room Service, Zyne speaking,
How may I help you?
The use of guest’s name during interaction has a lot of advantage. It will
make the guests feel valued, appreciated and acknowledged. It will also
ensure that the items requested will be delivered to the right guest, and be
charged to the right account. The new and improved technologies now a
trend in most properties to have an advanced telephone system which
displays the room number and the guest name. If such is not available, the
order taker can refer to the current guest’s list file of Room Service
department or the kitchen department.
Procedures in Taking Room Service
STEPS PROCEDURES RATIONALE/ OTHER

INFORMATION
1.Take the order and Write down and clarify This is important to
write it down in an orders as you hear ensure that the guest’s
order slip (triplicate them. Ask the number preferences and
copies) and use of orders and the requirements are
suggestive selling guest’s preferences followed in the
techniques regarding the manner of preparation. Thus,
(one copy of the order preparation, salad complaints can be
slip goes to the dressing, etc. avoided.
kitchen, one for the
cashier and the last For eggs-whether Get other serving
one is for the waiter) boiled, poach, instructions like
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scrambled, etc. additional butter,etc.
For steaks- whether Be a good salesman.

rare, medium-rare, Make appropriate
medium well and well- suggestions.
done.
Be flexible and helpful if
Whether bread be the guest’s requests
served toasted or plain items not found on the
menu.
Preferred salad
dressing, French, Offer the appropriate
Vinaigrette or Thousand drinks or wine that best
Island complement the meal.
If the guest is
undecided, suggest
menu specialties or
chef’s daily specials.
2.Repeat the order Mention the item Repeat the order, it
ordered, the quantity helps to prevent errors
and manner of that can be a source of
preparation. complaints.
3.Inform guest Let the guest know how Be ready to inform the
preparation time long will it take for the guest preparation time
ordered to be delivered to avoid complaints.
to her/his room. Standard procedure
should be more than 30
minutes.

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ROOM SERVICE PROCEDURES
Greet Callers Warmly:
o The telephone must be answered within the three(3) rings.

o Identify your department and introduce yourself by name.
o Announce: “Good morning/ Good afternoon/ Good evening In
Room Dining. (According to the time of the day), this is (name of
the order taker). May I assist you Mr. / Mrs. / Miss.”followed by
the name of the guest according to the data digitally displayed
by the phone system (if available).
o Use good telephone etiquette.
Ask the guest for their names and Room number:

o Even if your digital telephone system displays the guest’s name
ad room number, confirm that you are talking the registered
guest.
o Write down the order clearly in the order book and note the time
of call and room number.
Check the billing instructions of the guest:

o Do a room inquiry on the POS (Point of Sale) machine and check
the billing instructions entered for this guest by the front office
team.
o If the guest is on Cash only list, then politely explain that the
guest will have to pay for order when it is delivered.
o If the guest is not on cash list then take the order without
discussing the method of payment.
Use Suggestive selling:

o Always update your knowledge of the hotel’s activities and
promotions, both current and upcoming
o Study the menu thoroughly: you must learn and remember the
content by heart
o Double check with the kitchen what the daily specials are.
o Check with accompaniments is available and appropriate.
o If the guest seems hesitant or needs suggestions, try to find out
what type of food she/ he likes, e.g., beef, pork, poultry or
seafood
o If the guest announces only main dishes, try to suggest a starter
and ask, “May I suggest our special avocado cocktail as your
starter, Madam/ Sir?”and/or “Would you care for any wine to go
with your provided by the Executive Sous Chef)
o Suggest the most popular and profitable dishes, according to
the Menu Engineering Report.
Take Orders:
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o Pay attention to orders, and know the menu thoroughly.
o Ask questions to find out the guest’s choice or preferences for
service, such as how he or she would like an item cooked or
prepared (e.g; medium/well done, or on the rocks if beverages)
o Ask the guest for his or her choice of salad dressings and for
any special requests such as fat free preparation.
o Write down all the information’s clearly. Highlight special
requests.
o Ask how many guests will be eating and note down the number
on the guest check. Ask this will help the waiter to set the tray/
cart with the appropriate numbers of cutleries and crockery.
Time control system

o Time control system takes place as as the telephone order has
been taken.
o Approximate delivery time is given to the guest according to this
time evaluation system established by the Outlet Manager and the
Executive Chef.
o A timer is set for the given amount of time. If the order has not
been sent up by this time, a call must be placed to the guest
apologies and re-evaluate the delivery time. Similar follow-ups
must be systematically performed.
Reconfirmed the order:

o Politely read the order back to guests and repeat all details.
o Tell guests approximately how much time it will take to deliver
the order
o Thanks the guest and only disconnect the line after the guest
hanged up the phone on the other side.
Suggestive Selling and Sales Technique
1. BE POSITIVE
 The chili mango shake is sweet, would like an order of that to
go with cheesy sandwich.
2. BE DESCRPTIVE (knowledge of preparation method will help
greatly)
 “Chicken pork adobo is a flavorful combination of chicken
and pork, marinated in vinegar and spices.”
Mention the special qualities of the dish

 “Pork adobo is one of the most popular Filipino dishes”
 “It is famous Filipino delicacy.”
 It is a delicious dish. I’m sure you’ll like it.”
3. USE MOUTH –WATER PHRASES

 Color, Size and texture
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Other qualities such as: garden fresh, healthful, stimulating,
nutrious, wholesome, superb, etc.
4. OFFER TO CHOICES
5. KNOW THE STANDARD ACCOMPANIMENTS
6. KNOW THE PREPARATION TIME
7. BE HONEST
“Your food will be delivered in about 15 minutes, would that be
alright with you?”
8. USE MERCHANDISING SALESMANSHIP
But don’t push
9. KNOW THE RIGHT PRONUNCIATION’
10. KNOW THE OUT OF STOCK ITEMS AND THEIR PROPER
SUBSTITUTE
 Don’t reuse unwrapped food such as crackers, rolls or bread.
These foods can be easily contaminated by customers or
servers.
 Don’t reuse single service utensils made from plastic or wood.
They’re impossible to sanitize completely.
 Keep fresh plates and utensils at salad bar of other self-
service station. Customers must use a clean plate each time
to prevent contamination food.
 Keep condiments covered and in clean containers. Be sure
each has serving utensils use only for that food.
 Handle plates and bowls from bottom, flatware by handles.
Don’t hook your thumb over edge of the bowls, plates, or
glasses.
 Prepare food as close to serving time as possible so there’s
less time for germs to multiply.
 Discard any damaged cutlery or crockery: remove and destroy
cracked or chipped crockery or glassware. They are not only
dangerous, but germs can hide in cracks or chips.
 Keep the restaurant clean: pay particular attention to table
surfaces and wash down after use.
 Keep food contact surfaces clean:
 Glasses and crockery should be washed, rinsed and
polished before use
 Make sure cutlery is spotless, with no fingerprints
 All items are placed on the table should be regularly
cleaned and polished.
 Do not use napkins or table cloths to polish glasses or
cutlery. Use a separate clean service cloth.
 Store wash cutlery and crockery carefully.
 Send any cutlery that falls on the floor during service
to wash up and replace.
 Remove unused cutlery and crockery from table, using
tray or service plate.
 Keep service cloth spotless. Do not use it for cleaning.
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MISE-EN-PLACE
 Assemble the order.
1. Review the order and assemble all needed cutleries,
glasses, linens and other equipment.
2. Place needed equipment/ supplies in a tray or room
service trolley.
 For beverage orders, use the bar tray and have
coasters and paper napkins ready.
 Check whether the required garnish for all the
ingredients and juices are provided for.
 For cocktails, place a stirrer/ have appropriate
glasses ready. Fill the glass with ice if needed.
 If there is an order of wine, provide wine basket or
stand.
 Have food covered, ready to be delivered to the guest.
 Fill up the control sheet (see sample next page). This
form will be used to monitor the movement of
supplies and equipment so that losses can be easily
traced.
 Get a copy from the cashier.
 Jot down all needed equipment on the sheet.
 Insert the sheet at the tray fir the Captain’s
reference when checking.
 Pick up the food order garnish, sidings and
accompaniments are provided from the kitchen.
 Set up the food/ beverage o a tray if only a handful
will be transported.
 Use a trolley when there are several dishes and
equipment that will be transported.
 Use a trolley when there are several dishes and
equipment that will be transported.
 Captain shall check the mise-en-place. Pay attention
the following.
 Whether food tallies with the items specified in the
guest check if all equipment that is specified in
control sheet is available and in good condition
whether the standard garnishing, siding,
accompaniments are followed.
MISE-EN-PLACE FOR BREAKFAST
 For breakfast, a regular room service tray should be covered

with a clean cloth. The necessary service materials are placed
thereon. Double check every item that is placed on the tray
and makes sure it is clean and well polished.
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1. For Continental Breakfast, the following items are necessary;
One piece for each of the following;
Breakfast plate
Warm cup (kept in warmer until ready for service)
Cup and saucer
Spoon for the jam or marmalade
Glass for ice water (should be filled, only 3/4full so that the
water will not spill while being carried).
Salt and pepper in shaker
Coffee, sugar and cream in sachet
Napkin
Dessert plate
The continental breakfast usually consists of:
Coffee with 2 to 3 sachet of sugar per person (depending on

local taste) butter, 2 sachet
Bread and rolls, 2 per persons (assuming rolls are of small

size)
If a toast is specified, it must be wrapped in napkin (2 slices
per order, cut in half)
A piece of jam, if possible 2 choices, of one jam and one
honey.
2. For an American breakfast, add necessary
 Table wares required for the individual order, sucha s knife

and fork for meat and eggs.
 Spoon for the boiled eggs
 Medium-sized spoon for cereals,etc
 Salt and pepper placed in a shaker
 Beverage must be prepared as ordered.
1. Tea/Coffee must be served with pot of hot water.
2. Chocolate is usually placed in a pot with cover and with
large creamer or 4 ounces of hot milk.

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Self- Check 5.1-1
True or False : Write T if the statement is true. F if the statement is false.

Write your answers in a separate answer sheet.
______1. The Room Service department or section must work closely with the
any of the departments inside the hotel.
______2. In a deluxe or 5 star hotel 24 hour room service is expected, while
standard or economy class hotels limit room service operations
until 6 óclock in the evening.
______3. Door knob menus should be hang on the door knob to be picked up
by room service waiters in the evening or at about 3:00 AM.
______4. Room service order is taken by the captain or waiter.
______5. Room service orders are usually made through the telephone and
received by a housekeeper.
______6. The telephone must be answered within 3 rings.
______7. It is not proper to address the guest by their name.
______8. The person receiving and answering the phone must have good
telephone technique.
______9. The person answering the phone does not really need to have good
knowledge of the room service menu.
______10. Room service orders are usually given thru mail.

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ANSWER KEY 5.1-1
1.F
2.T
3.T
4.F
5. F
6.T
7.F
8. T
9. F
10. T

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TASK SHEET 5.1-1
Title: Take And Process Room Service Orders
Performance Objective: Given right equipment and supplies, you

should be able to take and process guest orders
in accordance with the industry standards within
80 hours.
Supplies/Materials : Room service menu, pen and order slip
Equipment : Telephone
Steps/Procedure:
1. Get a pair/ partner and do a role-play in order taking (one
takes the role as a hotel guest while the other will act as the
room service order taker).
2. Answer the telephone on the 3rd ring using the proper phone
etiquette.
3. Check name of customer and use same during interaction.
4. Apply up-selling techniques when appropriate.
5. Clarify, repeat and check details accurately.
6. Advise clients of approximate time of delivery.
7. Record guests orders according to establishment standards.
8. Relay or transfer guest orders promptly to appropriate section
for preparation.
Assessment Method:
 Direct observation/ demonstration

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CRITERIA
YES NO
Did you….
1. Answer telephone call promptly and courageously
in accordance with customer service standards?
2. Check guest’s name and use throughout the
interaction?
3. Clarify, repeat and check details of orders with
guests for accuracy?
4. Uses suggestive selling techniques?
5. Advise guests of approximate time of delivery?
6. Records and checks relevant information in
accordance with establishment policy and
procedures?
7. Interprets room service orders from doorknob
dockets accurately?
8. Relay or transfer guest orders promptly to
appropriate section for preparation?
LEARNING OUTCOME NO. 2
Set-Up Trays And Trolleys
Contents:
1. Equipment and materials selection and set-up.
Assessment Criteria
2.1 Room service equipment and supplies are prepared in accordance

with establishment procedures.
2.2 Proper room service equipment and supplies are selected and
checked for cleanliness and condition.
2.3 Trays and trolleys are set up keeping in mind balance, safety and
attractiveness.
2.4 Room service trays or trolleys are set up according to the food and
beverage ordered
2.5 Orders are checked before leaving the kitchen for delivery.
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2.6 Food items are covered during transportation to the room.
Conditions
The participants will have access to:
Tools Equipment Materials/ Supplies

Butlers Trolley Pen and paper
Condiments Hsnd towels
Cutlery Beverages
Glassware
Assessment Method:
1. Interview (oral/ questionnaire)

2. Observation
3. Demonstration of Practical Skills
4. Written examination
Information Sheet 5.2-1
PREPARATION AND SANITATION
Learning Objectives:
After reading the INFORMATION SHEET, you must be able to:
1. Discuss Food Service Sanitation

2. Expound the guidelines in Food Service Sanitation
Introduction
Food Service Sanitation is simply keeping the food you serve free from
pathogens and diseases so that you keep your customers healthy,

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thousands of people suffer each year from food poisoning. The symptoms
may begin with a stomach ache, and if worst result to hospitalization and
even death.
But you can prevent these undesirable things from happening. Your
actions determine whether the food you serve will be healthy and
appealing or a serious source of illness. By following the guidelines for
food service sanitation mentioned here, you can safeguard the food and
people you serve.
 Keep food hot or cold the entire time it’s waiting to be served (above
140 degrees Fahrenheit or below 45 degrees Fahrenheit). Harmful
germs multiply quickly under the right conditions, & they favor
temperatures between 45 degrees & 140 degrees Fahrenheit.
 Keep hands out of food and off eating surfaces while cooking or
serving. Don’t sample food with your fingers. Avoid putting your
hands on food preparation areas such as cutting boards.
 Don’t used edible ice for storage of juice, milk or other containers.
Refrigerate containers to keep ice for drinks in a separate bin. Use a
scooper to get ice.
 Store serving utensils properly between servings:
 In food with handle out
 Clean and dry
 In running water

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WORKSHEET
ZYNE HOTEL AND RESTAURANT

FOOD AND BEVERAGE DEPARTMENT
(Room Service Control Sheet)
Date___________________
R GUEST EQUIPMENT TIME TIME F.A REMARK
O NAME ORD /SUPPLIES OF OF . S
O ER DELIVERED DELIVE PICK
M TO ROOM RY UP
#
PRE-SET TRAY AND TROLLEY IN ROOM SERVICE
Clean Service Trays:
 Clean the In room dining area.

 Wash trays in the dish room.
 If the trays are corked-lined, rub the cord with lemon wedges to
remove odors. Then let the tray stand for a few minutes before
washing.
 Spray trays with hot water to remove food residue.
 Spray the trays with an approved sanitizing solution. Then stack
them upside-down at right angles to allow them to air dry.
Clean room service carts / trolley:
 Remove all equipments and supplies from the carts.
 Use a hand clean cloth and a sanitizing solution to wipe the carts,
including the helves legs and wheels.
 Polish the carts with a clean, dry cloth.
 Replace equipment and supplies.

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 Report any squeaky wheels to maintenance staff members or
stewards immediately, so they can fix the carts quickly.
Preset Trays and Carts/ Trolley
 Organize and preset tary’s and trollet before the meal period begins.
 Prepare the trays for service in the rooms: trays with basic set-up
(for serving Continental breakfasts and light meals (for a maximum
of 2 people).
 Place tablecloths neatly over room service carts.
 Prepare the trolleys for service in the rooms: trolleys with basic set-
up for serving American breakfasts and multi-course meals.
 Items you place on the tray or cart include salt, pepper, ketchup
sugar, artificial sweetener etc. Make sure each item is clean before
placing it onto the cart or tray.
 Wipe containers with a clean cloth if necessary.
 Follow the tray and cart set-up charts to place items on trays and
carts.
 Clean the heating boxes and keep a few standby: all heating boxes
are heated with electric power.
 Replenish all condiments.
 Prepare all the operating equipment and install it in the appropriate

areas.
 Chinaware, flatware, hollowware, glassware and linen must be

sufficient in quantity and polished according to hotel policy and
standards.
Prepare the room-related VIP amenities:
 Petit Four, House wine, fresh fruit platter cut or otherwise, a

souvenir like a diary.
 For a VVIP a full bar will be set up in the room.
 Daily replenishment of all amenities should be done
Preparing/ Assembling the Order

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When the trays or trolleys have been checked to make sure that
they correctly set-p, food and beverage items (when ready) should
be collected promptly and in the right order, with the appropriate
accompaniments.
1. After getting the order from the order taker and mise-en-pace
preparation. The room service waiter or captain shall fill up the control
sheet ( refer to sample to Room Service Control Sheet). This form will be
used to monitor the movement of supplies and equipment so that losses
can be easily traced.
 Procure a copy from the cashier
 List down all the needed equipment on the sheet
 Insert the sheet on the tray for the Supervisor’s/ Captains
reference when checking.
2.Pick up the food order from the kitchen

3. Room service Supervisor or captain shall check the mise-en-place or
preparations.
Ensure completeness and pay attention to the following if:

 All equipment that are indicated in the control sheet are available
and in good condition.
 Food tallies with the items specified in the guest check.
 The standard garnish, accompaniments and sidings are provided for.

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JOB SHEET _____
Title: start with a verb
Performance Objective: Given (condition), ,you should be able to

(performance) following (standard) within ___
hour/s.
Supplies/Materials : Consumables
Equipment : Lifes Span
Steps/Procedure:
9.
10.
11.
12.
Assessment Method:
Demonstration
Observation
Dili pwede direct observation

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Performance Criteria Checklist ______
CRITERIA
YES NO
Did you….
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.

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OPERATION SHEET _____
Title: start with a verb. Ex. Operate, perform
Title:
Performance Objective: Given (condition), ,you should be able to

(performance) following (standard). SMART
Supplies/Materials :
Equipment :
Steps/Procedure:
13.
14.
15.
16.
Assessment Method:

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Performance Criteria Checklist ______
CRITERIA
YES NO
Did you….
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.

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Evidence Plan
Competency Your qualification

standard:
Unit of Your Gap
competency:
Ways in which evidence will be collected:
[tick the column]
Third party Report

Demonstration &
Observation &
Questioning
Questioning
The evidence must show that the trainee…
CBC, assessment criteria; check the evidence
Portfolio
Written
guide from the TR and note the critical
aspects of the competency
 Assessment Criteria( Reverse in present form of Ch
the verb) example Cleans ec
k












NOTE: *Critical aspects of competency (after the sentence)

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TABLE OF SPECIFICATION
Knowledg Applicatio # of
Objectives/Content Comprehension items/
e n
area/Topics 20% % of
10% 70% test
All the contents
Copy paste the

content.
TOTAL

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INSTITUTIONAL ASSESSMENT
Written Test
Qualification :
Unit of Competency :
Direction :

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Answer Key

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Performance Test
Task, Operation Sheet and Job Sheet
Specific Instruction for the Candidate
Qualification
Unit of Competency Provide Room Service
General Instructions: ex. page 230 PTS
Specific Instruction:
Given the necessary materials, tools and equipment, you are

required to perform the following tasks within _____ hours in
accordance with the set performance criteria:
All L.O
MATERIals Tools and Equipment
Equipment Tools (1 set each) Materials
Description of  Satisfactory
assessment activity performed
Not satisfactory
The candidate: kuhaon sa specific YES NO

instructions

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Did the candidate’s overall performance  yes  No
meet the standard?
 
Feedback to candidate:
Candidate signature Date:
Signature of Trainer Date:

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QUESTIONING TOOL (refer to Plan CBLM page 222)
Satisfactory
Questions to probe the candidate’s underpinning knowledge
response
Extension/Reflection Questions Yes No
1. must be (HOTS-)  
2. Why,  
3.  
4.  
Safety Questions
5. How  
6.  
7.  
8.  
Contingency Questions
9.  
10.  
11.  
12.  
Job Role/Environment Questions  
13.  
14.  
15.  
16.  
Rules and Regulations  
17.  
18.  
19.  
20.  
The candidate’s underpinning  Satisfactory  Not
knowledge was: Satisfactory

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Model Answer
1.
2.
3.
4.
5.
6.
7.

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Templates for Inventory of Training Resources refer to your TR
Resources for presenting instruction
 Print Resources As per TR As per Remarks
Inventory
CBLM
 Non Print Resources As per TR As per Remarks

Inventory
Resources for Skills practice of Competency #1

______________________________
 Supplies and Materials As per TR As per Remarks
Inventory
 Tools As per TR As per Remarks

Inventory
 Equipment As per TR As per Remarks

Inventory

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Note: In the remarks section, remarks may include for repair, for
replenishment, for reproduction, for maintenance etc.

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Facilitate Learning Session
Training Activity Matrix
Facilities/To Venue
Training Activity Date &
Trainee ols and Remarks
(session plan) (Workstatio Time
Equipment
n/ Area)
Prayer Learners
Resource
Recap of Activities area
8:00
AM to
All 8:30
Unfreezing
trainee AM
Activities
s
Feedback of
Training
Rejoinder/Motivati
on
(List down all
observation
Facilities/Too
s on the
ls and
progress of
(Specific Activities Equipment Name of
each
of each Trainee for needed for Workstation
trainee for
the day here) the 1
the day will
workstation
be written
and activities
here
here)
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(Specific Activities (List down all
observation
of each Trainee Facilities/Too
s on the
here) ls and
progress of
Equipment Name of
each
needed for Workstation
trainee for
the 2
the day will
workstation
be written
and activities
here
here)
(List down all
observation
Facilities/Too
s on the
ls and
progress of
each
trainee for
the day here) the 3
the day will
workstation
be written
and activities
here
here)
(List down all
observation
Facilities/Too
s on the
ls and
progress of
each
trainee for
the day here) the 4
the day will
workstation
be written
and activities
here
here)

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Minutes of the Meeting
Focus Group Discussion
Date: ________________________
Agenda:
Competency-based Training Delivery
Present:
1. ____________
2. ____________
3. ____________
4. ____________
CBT Concerns Discussions Resolutions/Agreement

1. CBT Layout
2. Monitoring of
Attendance
3. Utilization of work
area
4. Orientation
a. CBT
b. Roles
c. TR
d. CBLM
e. Facilities
f. Evaluation system
5. RPL
6. Teaching methods
and technique
7. Monitoring of
learning activities
a. Achievement chart
b. Progress chart
8. Feedback
9. Slow learners
10. Other
concerns
Training Evaluation Report

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1. Title of the Report
2. Executive summary
3. Rationale
4. Objectives
5. Methodology
6. Results and discussion

This is the body of the report. It should contain the following
parts:
Data interpretation
Data analysis
Conclusion
7. Recommendation

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Supervise Work-Based Learning
FORM 1.1 SELF-ASSESSMENT CHECK (Copy from you PLAN TRAINING

SESSION)
INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

data or information which is essential in planning training
sessions. Please check the appropriate box of your answer
to the questions below.
CORE COMPETENCIES
CAN I…? YES NO
1.
2.
4.

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CORE COMPETENCIES
CAN I…? YES NO
5.
6.

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Evidences/Proof of Current Competencies(Copy from you PLAN
TRAINING SESSION)
Form 1.2: Evidence of Current Competencies acquired related to

Job/Occupation
Current
Proof/Evidence Means of validating
competencies

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Identifying Training Gaps
From the accomplished Self-Assessment Check (Form 1.1) and the

evidences of current competencies (Form 1.2), the Trainer will be able to
identify what the training needs of the prospective trainee are.
Form 1.3 Summary of Current Competencies Versus Required

Competencies (Copy from you PLAN TRAINING SESSION)
Required Units of Current Training

Competency/Learning Competencies Gaps/Requirements
1.
Required Units of Current Training

Competency/Learning Competencies Gaps/Requirements
2.
3.
4.

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Form No. 1.4: Training Needs (Copy from you PLAN TRAINING
SESSION)
Module
Gap Title/Module of Duration (hours)
Instruction

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TRAINING PLAN
Qualification: ____________________________
Pre-training activities ( 1-8) page 21 SWBL
Date
Trainees’ Training Training Mode of Facilities/Tools Assessment
Staff Venue and
Requirements Activity/Task Training and Equipment Method
Time

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Sample MOA ; your institution and your industry partner
(page 25, SWBL)

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Technical Education and Skills Development Authority Instructions:
___(your institution)___ This Trainees’ Record Book (TRB) is intended to
serve as record of all accomplishment/task/activities
while undergoing training in the industry. It will
TRAINEE’S RECORD BOOK eventually become evidence that can be submitted for
portfolio assessment and for whatever purpose it will
serve you. It is therefore important that all its contents
are viably entered by both the trainees and instructor.
I.D. The Trainees’ Record Book contains all the

required competencies in your chosen qualification. All
you have to do is to fill in the column “Task Required”
and “Date Accomplished” with all the activities in
Trainee’s No._______________
accordance with the training program and to be taken
up in the school and with the guidance of the
instructor. The instructor will likewise indicate his/her
remarks on the “Instructors Remarks” column
NAME: __________________________________ regarding the outcome of the task accomplished by the
trainees. Be sure that the trainee will personally
accomplish the task and confirmed by the instructor.
QUALIFICATION: _______
It is of great importance that the content should
be written legibly on ink. Avoid any corrections or
TRAINING DURATION :____________________________ erasures and maintain the cleanliness of this record.
This will be collected by your trainer and submit
the same to the Vocational Instruction Supervisor (VIS)
TRAINER: __________________________________
and shall form part of the permanent trainee’s
document on file.
THANK YOU!

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NOTES:
_______________________________________________________
______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________

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Unit of Competency: 1__________________ Unit of Competency: 2 _________________________
Your qualification Your qualification
Learning Task/ Date Instructors

Outcome Activity Accomplished Remarks Learning Task/ Date Instructors
Required
Outcome Activity Accomplished Remarks
 Required
__________________ ______________
Trainee’s Signature Trainer’s Signature ____________________ ________________
Trainee’s Signature Trainer’s Signature

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Unit of Competency: 3 __________________________ Unit of Competency: 4 ____________________________
Your qualification
Your qualification
Learning Task/ Date Instructors
Outcome Activity Accomplished Remarks Learning Task/ Date Instructor
Required Outcome Activity Accomplished s Remarks
Required
_____________________ ________________
_____________________ ________________
Unit of Competency: 5_____________________

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NC Level I
Learning Task/ Activity Date Instructors
Outcome Required Accomplished Remarks
______________________ ________________

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TRAINEE’S PROGRESS SHEET
Name : JUAN DELA CRUZ Trainer :

Nominal
Qualification : :
Duration
Training Training Date Date Trainee’s Supervisor’s
Units of Competency Rating
Activity Duration Started Finished Initial Initial
Total
Note: The trainee and the supervisor must have a copy of this form. The column for rating maybe used either by giving a
numerical rating or simply indicating competent or not yet competent. For purposes of analysis, you may require industry
supervisors to give a numerical rating for the performance of your trainees. Please take note however that in TESDA, we
do not use numerical ratings

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Training Session Evaluation
Instructions:
This post-training evaluation instrument is intended to measure how
satisfactorily your trainer has done his job during the whole duration of
your training. Please give your honest rating by checking on the
corresponding cell of your response. Your answers will be treated with
utmost confidentiality.
TRAINER/INSTRUCTOR
1 2 3 4 5
Name of Trainer: ____________________________
1. Orients trainees about CBT, the use of CBLM
√
and the evaluation system
2. Discusses clearly the unit of competencies and
outcomes to be attained at the start of every √
module
3. Exhibits mastery of the subject/course he is
√
teaching
4. Motivates and elicits active participation from
√
the students or trainees
5. Keeps records of evidence/s of competency
√
attainment of each student/trainees
6. Instill value of safety and orderliness in the
√
classrooms and workshops
7. Instills the value of teamwork and positive
√
work values
8. Instills good grooming √
9. Instills value of time √
10. Quality of voice while teaching √
11. Clarity of language/dialect used in teaching √
12. Provides extra attention to trainees and
√
students with specific learning needs.
13. Attends classes regularly and promptly √
14. Shows energy and enthusiasm while teaching √
15. Maximizes use of training supplies and
√
materials
16. Dresses appropriately √
17. Shows empathy √
18. Demonstrates self-control √

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This post-training evaluation instrument is intended to measure how
satisfactorily your trainer prepared and facilitated your training. Please
give your honest rating by checking on the corresponding cell of your
response. Your answers will be treated with utmost confidentiality.
Use the following rating scales:
5 - Outstanding
4 - Very Good/Very Satisfactory
3 – Good/Adequate
2 – Fair/Satisfactory
1 – Poor/Unsatisfactory
PREPARATION 1 2 3 4 5
1. Workshop layout conforms with the components
of a CBT workshop
2. Number of CBLM is sufficient
3. Objectives of every training session is well
explained
4. Expected activities/outputs are clarified
DESIGN AND DELIVERY 1 2 3 4 5
1. Course contents are sufficient to attain
objectives
2. CBLM are logically organized and presented
3. Information Sheet are comprehensive in
providing the required knowledge
4. Examples, illustrations and demonstrations help
you learn
5. Practice exercises like Task/Job Sheets are
sufficient to learn required skills
6. Valuable knowledge are learned through the
contents of the course
7. Training Methodologies are effective
8. Assessment Methods and evaluation system are
suitable for the trainees and the competency
9. Recording of achievements and competencies
acquired is prompt and comprehensive
10. Feedback about the performance of learners are
given immediately
TRAINING FACILITIES/RESOURCES 1 2 3 4 5

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1. Training Resources are adequate
2. Training Venue is conducive and appropriate
3. Equipment, supplies, and materials are
sufficient
4. Equipment, Supplies and Materials are suitable
and appropriate
5. Promptness in providing Supplies and Materials
SUPPORT STAFF 1 2 3 4 5
1. Support Staff are accommodating
Comments/Suggestions:
Fill -up
SUPERVISED INDUSTRY TRAINING OR ON-THE-JOB

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TRAINING EVALUATION FORM
Dear Trainees:
The following questionnaire is designed to evaluate the effectiveness of
the Supervised Industry Training (SIT) or On-the-Job Training (OJT) you
had with the Industry Partner of ________________________. Please check
(√) the appropriate box corresponding to your rating for each question
asked. The results of this evaluation shall serve as a basis for improving
the design and management of the SIT in SICAT to maximize the benefits
of the said Program. Thank you for your cooperation.
Use the following rating scales:
5 - Outstanding
4 - Very Good/Very Satisfactory
3 – Good/Adequate
2 – Fair/Satisfactory
1 – Poor/Unsatisfactory
Item RATING
Question
No.
INSTITUTIONAL EVALUATION 1 2 3 4 5 N/A
Has (your institution) conducted
an orientation about the SIT/OJT
1 program, the requirements and
preparations needed and its
expectations?
Has (your institution) provided the
necessary assistance such as
2 referrals or recommendations in
finding the company for your OJT?
Has (your institution) showed

coordination with (industry
3 partner) in the design and
supervision of your SIT/OJT?
Has your in-school training
adequate to undertake (industry
4 partner) assignment and its
challenges?
Has (your institution) monitored
5 your progress in the Industry?
6 Has the supervision been effective
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in achieving your OJT objectives
and providing feedbacks when
necessary?
Did (your institution) conduct
7 assessment of your SIT/OJT
program upon completion?
Were you provided with the results
of the (industry partner) and (your
8 institution) assessment of your
OJT?
FILL UP
Item RATING
Question
No.
INDUSTRY PARTNER 1 2 3 4 5 N/A
Was (industry partner)
1 appropriate for your type of
training required and/or desired?
Has (industry partner) designed
2 the training to meet your
objectives and expectations?
Has (industry partner) showed
coordination with (your institution)
3 in the design and supervision of
the SIT/OJT?
Has (industry partner) and its staff
4 welcomed you and treated you
with respect and understanding?
Has (industry partner) facilitated
the training, including the
provision of the necessary
5 resources such as facilities and
equipment needed to achieve your
OJT objectives?
Has (industry partner) assigned a
6 supervisor to oversee your work or
training?
Was the supervisor effective in
7 supervising you through regular
meetings, consultations and

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advise?
Has the training provided you with
the necessary technical and
8 administrative exposure of real
world problems and practices?
Has the training program allowed
you to develop self-confidence,
9 self-motivation and positive
attitude towards work?
Has the experience improved your
10 personal skills and human
relations?
Are you satisfied with your training
11 in the industry?
FILL UP
Signature: ________________ Qualification: ________________________

Printed Name: __________________ Supervisor: _______________________
Host Industry Partner: Instructor:
_________________________________ ___________________________________
Period of Training: _______________________________________________

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Program Evaluation Interpretation and Analysis
How to compute the average or the mean:
1. Add the points per item per rater
2. Divide the sum by the total number of raters
Example:
RATER Rating for Rating for

Item 1 Item 2
Rater A 3
Rater B 4
Rater C 5
Rater D 2
Rater E 4
Total points = 18
Number of Raters = 5
Computing for the Average or Mean

Total Points
Average =
Number of Rater
18
Average = ______________
5
Average = 3.6
Range:
0.00 - 1.49 = Poor/Unsatisfactory
1.50 – 2.49 = Fair/ Adequate
2.50 – 3.49 = Good/Satisfactory
3.50 – 4.49 = Very Good/Very Satisfactory
4.50 – 5.00 = Outstanding
Rater A
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X
of a CBT workshop
2. Number of CBLM is sufficient X
X
explained
4. Expected activities/outputs are clarified X
Rater B
X
of a CBT workshop
X
explained
Rater C
X
of a CBT workshop
X
explained
Rater D
X
of a CBT workshop
X
explained
Rater E
X
of a CBT workshop
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X
explained
Summary of Ratings
RATER Rating for Rating for Rating for Rating for

Item 1 Item 2 Item 3 Item 4
Rater A 4 4 4 4
Rater B 4 4 4 4
Rater C 5 5 4 5
Rater D 5 5 4 5
Rater E 4 4 4 4
TOTAL 22 22 20 22
Average Rating
PREPARATION Average
1. Workshop layout conforms with the
components of a CBT workshop 4.4
2. Number of CBLM is sufficient 4.4

3. Objectives of every training session is
well explained 4
4. Expected activities/outputs are clarified 4.4

General Average 4.3
Range:
0.00 - 1.49 = Poor/Unsatisfactory
1.50 – 2.49 = Fair/ Adequate
2.50 – 3.49 = Good/Satisfactory
3.50 – 4.49 = Very Good/Very Satisfactory
4.50 – 5.00 = Outstanding
General Interpretation:
Based on the results, the supervised-industry training was very good/very

satisfactory having attained a 4.3 average on the preparation aspect. It is
evident that the program was well-prepared and that the trainees were
equipped with the necessary information and guidance on how to go about
with the program.
Recommendation/s:
Though it is clear that the preparation was done well, there is still a room
for improvement especially on the aspects that were not outstanding. I is
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still recommended that the institution through the trainer conduct further
enhancement on how to prepare the trainees for on-the-job training. It may
also be good to review the methodologies of the preparation and institute
some changes in order to achieve an outstanding rating.
Maintain Training Facilities

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WORKSHOP LAYOUT

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OPERATIONAL PROCEDURE
Equipment Type
Equipment Code
Location
Operation Procedure:

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HOUSEKEEPING SCHEDULE
Qualificati Station/Bld
Welding (WAF)
on g
Area/Sect
ion
In-Charge
Schedule for the 2nd Semester, 2011
ACTIVITIES Dai Eve Wee Ever Mon Rema
Responsi
ble ly ry kly y thly rks
(Based on your oth 15th
Person
qualification) er Day
Day
1. Clean and check
welding
equipment/
accessories from
dust and oil; dry
and properly laid-
out/
secured/stable
2. Clean and free
welding booths
and welding
positioners from
dust/rust /gums,
used Mig wire
stubs and metal
scraps
3. Clean and
arrange working
tables according
to floor plan/lay-
out; check
stability
4. Clean and check
floor, walls,
windows, ceilings
•
graffiti/dust/r
ust
• cobwebs and
outdated/unne
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cessary
objects/items
• obstructions
• any used
materials/scra
ps (slugs,
stubs) spilled
liquid
• open cracks
(floor)
5. Clean and check
work shop
ventilation and
illumination by
dusting
lamps/bulbs,
replacing non-
functional lamps
and keeping
exhaust clean
6. Clean and check
computer set -
monitor, CPU,
keyboards, mouse
– free,
unnecessary
markings, dust;
cables and plugs
are in order; well-
arranged; all
items functional
7. Clean, inspect
air conditioning
equipment:
• keep screen
and filter free
from dust/rust
• Check selector
knobs if in
normal
positions and
are functional
• Check if
drainage is OK
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8. Clean, check and
maintain Tool
Room
• Free of dust,
not damp
• Tools in
appropriate
positions/locati
ons
• With visible
labels/signage
• Logbook and
forms are
complete, in
order and
updated
• Lights,
ventilation – OK
10. Clean and check
Rest Room
• Urinals, bowls,
wash basins,
walls and
partitions are
free from
stains, dirt,
oils, graffiti and
unnecessary
objects;
• Ceilings free
from cobwebs
and dangling
items
• Floor is kept
dry; no broken
tiles or
protruding
objects
• Equipped with
dipper and
pails; properly
located after

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use
• Water systems
is functional:
no
dripping/dama
ged faucets or
pipes
• Drainage
system is
working, no
water-clogged
areas
• No offensive
odor
• Lights
/Ventilation –
OK
9. Clean and check
wash area:
• Walls/Floors- –
free from oils,
molds, broken
tiles, gums,
stains or graffiti
• Drainage
system is
functional
• Water system
functional; no
dripping
faucets or
leaking pipes
• Free from
unnecessary
objects (mops,
rags)
10. Clean and
maintain work
shop
surroundings by
sweeping/
removing fallen
leaves, branches,
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debris and other
refuse,
impounded water,
clearing pathways
of obstructions
11. Disposal of
waste materials
(Follow waste
segregation
system)
__________ WORKSHOP HOUSEKEEPING SCHEDULE (Based on your

qualification)

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DAILY TASK YES NO
Dispose segregated waste; clean garbage cans
Sweep floors; if wet, wipe dry
Wipe and clean whiteboards
Clean and arrange working tables
Clean and check mounting of machines/equipment
Before leaving, collect stubs and other welding wastes.
WEEKLY TASK YES NO
Clean posters, visual aids and update
accomplishment/Progress Charts
Clean bulbs/lamps/ceilings/walls
Clean/Wash of windows/glasses/mirrors
Clean and check tools, machines, supplies, materials
Sanitize garbage receptacles
Empty water collector; clean body of Water Dispenser
MONTHLY TASK YES NO
Conduct inventory
Clean and arrange tool room
Inspect electrical system; clean cables, wires
Clean instructional materials & modules; arrange and put in
order
Inspect and clean air-conditioning equipment filter; clean body

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____________ EQUIPMENT MAINTENANCE SCHEDULE*
8 HOURS 50 Hours 100 HOURS
•  •


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EQUIPMENT MAINTENANCE SCHEDULE
EQUIPMENT TYPE
EQUIPMENT CODE
LOCATION
Schedule for the Month of _______
ACTIVITIES MANPO Dai Ever Weekl Eve Mont Remark
WER ly y y ry hly s
(Based on your
qualification) Othe 15t
r h
Day Day
1. Check panel
board, and
circuit
breakers’
electrical
connections,
cables and
outlets
 Clean and
kept dry
 Parts are
well-
secured/atta
ched
 Properly
labeled
2. Check Mig gun
(nozzle, contact
tip, diffuser)
and ground
cable:
 Clean and
kept dry
 Parts are
well-
secured/
attached
 Inspect for
damages and
replace parts

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if necessary
3. Check
adjustment
lever’s if
functional
(amperages/sp
eed); if not,
calibrate
4. Check Gas
cylinder outfit
for any
abnormality
 Gate valve
 Co2
regulator
 Gas hose
Fittings
 Fittings
5. Check/Clean
wire feeder
(rollers, wire
speed/spool
adjustment);
remove used
oil, dust; keep
dry.
6. Run the
equipment for 5
minutes and
observe for
unusual noise
or abnormal
operation; if
repair is
necessary, send
to technician.

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WORKSHOP INSPECTION CHECKLIST
Qualification
Area/Section In-Charge
YES NO INSPECTION ITEMS

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
Remarks:
Inspected by: Date:

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EQUIPMENT MAINTENANCE INSPECTION CHECKLIST
Equipment Type :
Property Code/Number :
Location :
YES NO INSPECTION ITEMS
Remarks:
Inspected by: Date:
Purchase Request
Indicate the amount and purpose

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UTILIZE
ELECTRONIC MEDIA
Powerpoint presentation
Trainee’s Orientation
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Qualification: description
Basic, common, core competencies
Number of hours
A person who has achieved this qualification is qualified to be:

________________-
What is CBT
CBT Principles ( 1-10)
Roles of the trainer and the trainee
Monitoring Tools ( achievement chart, progress chart, trainee’s record

book)
Assessment methods: oral questioning, portfolio, written exam,

demonstration
9 Areas in the CBT workshop

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Sector : Tourism Sector

Qualification Title : Food and Beverage Services NC II

Unit of Competency: Provide room service

Module Title : Providing room service

BIT International College

Date Developed: Document No.

Language, literacy Average grade in: Average grade in:

Cultural and Ethnicity/culture:

Education & Highest Educational Attainment:

Date Developed: Document No. 02456

National Certificates acquired and NC level

Other courses related to qualification

c.c. Auditory- a learner who has the ability to

Date Developed: Document No. 02456

INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

Date Developed: Document No. 02456

4.4 Deal with emergency situations? √

4.5 Maintain safe personal presentation standards? √

Date Developed: Document No. 02456

Date Developed: Document No. 02456

Date Developed: Document No. 02456

Form 1.2: Evidence of Current Competencies acquired related to

Date Developed: Document No. 02456

1.1Seek information on the Showed original

Date Developed: Document No. 02456

6. Receive and handle guest concerns

Date Developed: Document No. 02456

From the accomplished Self-Assessment Check (Form 1.1) and the

Form 1.3 Summaries of Current Competencies Versus Required

Date Developed: Document No. 02456

1.1Seek information on the Seek information on

1.2Update industry Update industry

1.3 Develop and update Develop and update

Date Developed: Document No. 02456

Required Units of Current Training Gaps/

Form No. 1.4: Training Needs

Training Needs Module Title/

Date Developed: Document No. 02456

Methods Presentation Practice Feedback Resources Time

LO 1: Take and process room service orders

Date Developed: Document No. 02546

Demonstration Familiarize Task Execute Task Evaluate Trolley/Tray

Date Developed: Document No. 02546

D. TEACHER’S SELF-REFLECTION OF THE SESSION

Date Developed: Document No. 02546

Footer: Institution quality assurance logo (TESDA)

Date Developed: Document No. 02456

The core unit of competency, "Plan Training Session", is one of the

The module, Planning Training Session, contains training materials

In this module, you are required to go through a series of learning

The goal of this module is the development of practical skills. You

This will be the source of information for you to acquire knowledge

You will be given plenty of opportunity to ask questions and practice

Date Developed: Document No. 02456

Read Information Sheet, perform Task Sheet, Job Sheet or Operation

You must pass the Institutional Competency Assessment for this

Date Developed: Document No. 02456

Performance Criteria Checklist

Self Check Answer Key

Learning Outcome Summary

In our efforts to standardize CBLM, the

Date Developed: Document No. 02456

No. Unit of Competency Module Title Code

Room No. No. of persons__