WORKSHOP Final

Sector:
TOURISM
Qualification Title:
FOOD AND BEVERAGE SERVICES

NC II
Unit of Competency:
WELCOME GUESTS AND TAKE FOOD AND BEVERAGE

ORDERS
Module Title:
WELCOMING GUESTS AND TAKE FOOD AND BEVERAGE

ORDERS
Technical Education & Skills Development Authority
SAINT JOSEPH ACADEMY OF LEYTE, INC.
Agbanga, Matalom, Leyte
Date Developed: Document No. NTTA-TM1-01

Food and Beverage July 2017
Services NCII Issued by:
Date Revised:
August 2017 Page___of
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Welcome
and Greet Developed by:
SJALI Guest MERELY D. PANDO Revision # 01
Plan
Training
Session

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Welcome
Name of the Student: Rodelyn F. Daniolco
Qualification: Food and Beverage Services NCII
What's Your Learning Style?

For these questions, choose the first answer that comes to mind
and click on a, b, or c. Do not spend too much time thinking about any
one question.
1. When you study for a test, would you rather

A. read notes, read headings in a book, and look at
diagrams and illustrations?
B. have someone ask you questions, or repeat facts
silently to yourself?
C. write things out on index cards and make
models or diagrams?
2. Which of these do you do when you listen to music?

A. daydream (see things that go with the music)
B. hum along
C. move with the music, tap your foot, etc.
3. When you work at solving a problem do you

A. make a list, organize the steps, and check them off as
they are done?
B. make a few phone calls and talk to friends or experts?
C. make a model of the problem or walk through all the
steps in your mind?
4. When you read for fun, do you prefer?

A. a travel book with a lot of pictures in it?
B. a mystery book with a lot of conversation in it?
C. a book where you answer questions and solve problems?
5. To learn how a computer works, would you rather

A. watch a movie about it?
B. listen to someone explain it?
C. take the computer apart and try to figure it out for
yourself?

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6. You have just entered a science museum, what will you do first?
A. look around and find a map showing the locations of
the various exhibits.
B. talk to a museum guide and ask about exhibits.
C. go into the first exhibit that looks interesting, and
read directions later.
7. What kind of restaurant would you rather not go to?
A. one with the lights too bright
B. one with the music too loud
C. one with uncomfortable chairs
8. Would you rather go to
A. an art class?
B. a music class?
C. an exercise class?
9. Which are you most likely to do when you are happy?
A. grin
B. shout with joy
C. jump for joy
10. If you were at a party, what would you be most likely to
remember the next day?
A. the faces of the people there, but not the names
B. the names but not the faces
C. the things you did and said while you were there
11. When you see the word "d - o - g", what do you do first?
A. think of a picture of a particular dog
B. say the word "dog" to yourself silently
C. sense the feeling of being with a dog (petting it, running
with it, etc.)
12. When you tell a story, would you rather
A. write it?
B. tell it out loud?
C. act it out?
13. What is most distracting for you when you are trying to concentrate?
A. visual distractions
B. noises
C. other sensations like, hunger, tight shoes, or worry
14. What are you most likely to do when you are angry?
A. scowl
B. shout or "blow up"
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C. stomp off and slam doors
15. When you aren't sure how to spell a word, which of these are you
most likely to do?
A. write it out to see if it looks right
B. sound it out
C. write it out to see if it feels right
16. Which are you most likely to do when standing in a long line
at the movies?
A. look at posters advertising other movies
B. talk to the person next to you
C. tap your foot or move around in some other way
TO DETERMINE YOUR LEARNING STYLE:

Total your a's, b's, and c's. If you scored mostly
A's you may have a visual learning style.
B’s you may have an auditory learning style.
C’s you may have a kinesthetic learning style
SUMMARY:
A’s – 9 Visual
B’s – 4
C’s – 3

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Welcome
TVET TRAINING CENTER
Name: Rodelyn F. Daniolco Date: 07/03/2017
Data Gathering Instrument for Trainee’s

Characteristics
Instruction:
Please answer the following instrument according to the
characteristics described below. Encircle the letter of your choice that
best describes you as a learner. Blank spaces are provided for some
data that need your response.
Characteristics of learners
Language, Average grade in: Average grade

literacy and
English in: Math
numeracy (LL&N)
a. 95 and above a. 95 and above
b. 90 to 94 b. 90 to 94
c. 85 to 89 c. 85 to 89
d. 80 to 84 d. 80 to 84
e. 75 to 79 e. 75 to 79
Cultural Ethnicity/culture:
and a. Ifugao
language
b. Igorot
background
c. Ibanag
d. Gaddang
e. Muslim
f. Ibaloy
g. Others( please specify) Cebuano
Education Highest Educational Attainment:
& general a. High School Level
knowledge
b. High School Graduate
c. College Level
d. College Graduate
e. with units in Master’s degree
f. Masteral Graduate
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g. With units in Doctoral Level
h. Doctoral Graduate
Sex a. Male
b. Female
Age Your age: 18
Physical ability 1. Disabilities(if any) NONE
2. Existing Health Conditions (Existing
illness if any)
a. None
b. Asthma
c. Heart disease
d. Anemia
e. Hypertension
f. Diabetes
g. Others(please specify) NONE
Previous TM Certificates
experience
a. TQ certified
with the topic
b. TM graduate
c. TM trainer
d. TM lead trainer
Number of years as a competency trainer
NONE
Previous List down trainings related to TM
learning _______________________________
experience ____________NONE______________
________________________________
Training National Certificates acquired and NC level

__________________________________________
Level
_____________NONE________________________
completed
Special courses Other courses related to TM

a. Units in education

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b. Master’s degree units in education
c. Others(please specify)___NONE____
Learning styles 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. Auditory- a learner who has the ability
to remember speeches and lectures in
detail but has a hard time with written text.
Having to read long texts is pointless and
will not be retained by the auditory learner
unless it is read aloud.
d. Activist - Learns by having a go
e. Reflector - Learns most from activities
where they can watch, listen and then
review what has happened.
f. Theorist - Learns most when ideas are
linked to existing theories and concepts.
Other needs g. Pragmatist
a. Financially -challenged
Learns most from learning
activities that are directly relevant to
b. their
Working student
situation.
c. Solo parent
d. Others(please specify)______________

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Name: Date: 07/03/2017
FOOD AND BEVERAGES SERVICING NC II
SELF-ASSESSMENT CHECKS
INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

data or information which is essential in planning training
sessions. Please check the appropriate box of your answer
to the questions below.
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 meetings and discussions? 
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 Identify hazards and risks? 
4.2 Evaluate hazards and risks? 
4.3 Control hazards and risks? 
4.4 Maintain occupational health and safety awareness? 

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COMMON COMPETENCIES
Can I…? YES NO
1. Develop and Update Industry Knowledge
1.1 Seek information on the industry? 

1.2 Update industry knowledge? 
1.3 Develop and update local knowledge? 
1.4 Promote products and services to customers? 
2. Observe Workplace Hygiene Procedures
2.1 Follow hygiene procedures? 

2.2 Identify and prevent hygiene risks? 
3. Perform Computer Operations
3.1 Plan and prepare for task to be undertaken? 

3.2 Input data into computer? 
3.3. Access information using computer? 
3.4 Produce/output data using computer system? 
3.5 Maintain computer equipment and systems? 
4. Perform workplace and safety practices

4.1 Follow workplace procedures for health, safety and

security practices?
4.2 Perform child protection duties relevant to the tourism

industry?
4.3 Observe and monitor people? 
4.4 Deal with emergency situations? 
4.5 Maintain safe personal presentation standards? 
4.6 Maintain a safe and secure workplace? 
5. 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?
5.5 Handle complaints/ conflict situations, evaluation and


recommendations?

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CORE COMPETENCIES
Can I…? YES NO

1. Prepare the dining room/restaurant area for service
1.1 Take table reservations? 
1.2 Prepare service stations and equipment? 
1.3 Set-up the tables in the dining area? 
1.4 Set the mood / ambiance of the dining area? 
2. Welcome guests and take food and beverage orders
2.1 Welcome and greet guests? 
2.2 Seat the guests? 
2.3 Take food and beverage orders? 
2.4 Liaise between kitchen and service areas? 
3. Promote food and beverage products
3.1 Know the product? 
3.2 Undertake suggestive selling? 
3.3 Carry out upselling strategies? 
4. Provide food and beverage services to guests
4.1 Serve food orders? 
4.2 Assist the diners? 
4.3 Perform banquet or catering food service? 
4.4 Serve Beverage Orders? 
4.5 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? 
5.4 Present room service account? 
5.5 Clear away room service equipment? 
6. Receive and handle guest concerns
6.1 Listen to the customer’s complaint? 
6.2 Apologize to the customer? 
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
Current competencies Proof/Evidence Means of validating
Basic Competencies
Participate in workplace Certificate of Achievement Submitted Authenticate

communication certificate, Interview
Work in a Team Certificate of Achievement Submitted Authenticate

Environment certificate, Interview
Practice Career Certificate of Achievement Submitted Authenticate

Professionalism certificate, Interview
Practice Occupational Certificate of Achievement Submitted Authenticate

Health and Safety certificate, Interview
Procedures
Common Competencies
Develop and Update Certificate of Achievement Submitted Authenticate

Industry Knowledge certificate, Interview
Observe Workplace Certificate of Achievement Submitted Authenticate

Hygiene Procedures certificate, Interview
Perform Computer Certificate of Achievement Submitted Authenticate

Operations certificate, Interview
Perform workplace and Certificate of Achievement Submitted Authenticate

safety practices certificate, Interview
Provide Effective Certificate of Achievement Submitted Authenticate

Customer Service certificate, Interview
Core Competencies

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Prepare the dining Certificate of Achievement Submitted Authenticate
room/restaurant area for certificate, Interview
service
Welcome guests and

take food and beverage
orders
Promote food and Certificate of Achievement Submitted Authenticate

beverage products certificate, Interview
Provide food and Certificate of Achievement Submitted Authenticate

beverage services to certificate, Interview
guests
Provide room service Certificate of Achievement Submitted Authenticate

certificate, Interview
Receive and handle Certificate of Achievement Submitted Authenticate

guest concerns certificate, Interview

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Form 1.3 Summary of Current Competencies versus Required
Competencies
Required Units of
Competency/Learning Current Training
Outcomes based on Competencies Gaps/Requirements
CBC
Basic Competencies
1. Participate in workplace communication
1.1 Obtain and convey 1.1 Obtain and

workplace information convey
workplace
information
1.2 Speak English at a 1.2 Speak

basic operational level English at a
basic
operational
level
1.3 Participate in workplace 1.3 Participate in

meeting and discussion workplace
meeting and
discussion
1.4 Complete relevant work 1.4 Complete

related documents relevant work
related
documents
2. Work in a team environment
2.1 Describe and identify 2.1 Describe and

team role and identify team
responsibility in a team role and
responsibility
in a team
2.2 Describe work as a team 2.2 Describe work

member as a team
member
2.3 Work effectively with 2.3 Work

colleagues effectively
with
colleagues

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2.4 Work in a socially 2.4 Work in a
diverse environment socially
diverse
environment
3. Practice career professionalism
3.1 Integrate personal 3.1 Integrate

objectives with personal
organizational goals objectives
with
organizationa
l goals
3.2 Set and meet work 3.2 Set and meet

priorities work
priorities
3.3 Maintain professional 3.3 Maintain

growth and professional
development growth and
development
4. Practice occupational health and safety procedures
4.1 Evaluate hazard and 4.1 Evaluate

risks hazard and
risks
4.2 Control hazards and 4.2 Control

risks hazards and
risks
4.3 Maintain occupational 4.3 Maintain

health and safety occupational
awareness health and
safety
awareness
4.4 Perform basic first-aid 4.4 Perform basic

procedures first-aid
procedures

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Common Competencies
1. Develop and update industry knowledge
1.1 Seek information on the 1.1 Seek

industry information
on the
industry
1.2 Update continuously 1.2 Update

relevant industry continuously
knowledge relevant
industry
knowledge
1.3 Develop and update 1.3 Develop and

local knowledge update local
knowledge
1.4 Promote products and 1.4 Promote

services to customers products
and services
to customers
2. Observe workplace hygiene procedures
2.1 Follow hygiene 2.1 Follow

procedures hygiene
procedures
2.2 Identify and prevent 2.2 Identify and

hygiene risk prevent
hygiene risk
3. Perform computer operations
3.1 Plan and prepare task 3.1 Plan and

to be undertaken prepare task
to be
undertaken
3.2 Input data into a 3.2 Input data

computer into a
computer
3.3 Assess information 3.3 Assess

using computer information
using
computer

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3.4 Produce/ output data 3.4 Produce/
using computer system output data
using
computer
system
3.5 Maintain computer 3.5 Maintain

system computer
system
4. Perform workplace and safety practices
4.1 Practice workplace 4.1 Practice

procedures for health, workplace
safety and security procedures
practices for health,
safety and
security
practices
4.2 Perform child protection 4.2 Perform child

duties relevant to the protection
tourism industry duties
relevant to
the tourism
industry
4.3 Observe and monitor 4.3 Observe and

people monitor
people
4.4 Deal with emergency 4.4 Deal with

situations emergency
situations
4.5 Maintain safe personal 4.5 Maintain safe

presentation standards personal
presentation
standards
4.6 Maintain a safe and 4.6 Maintain a

secure workplace safe and
secure
workplace
5. Provide effective customer service
5.1 Greet customers 5.1 Greet

customers

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5.2 Identify needs of 5.2 Identify
customers needs of
customers
5.3 Deliver service to 5.3 Deliver

customer service to
customer
5.4 Handle queries through 5.4 Handle

use of common queries
business tools and through use
technology of common
business
tools and
technology
5.5 Handle complaints/ 5.5 Handle

conflict situations, complaints/
evaluation and conflict
recommendations situations,
evaluation
and
recommendat
ions
Core Competencies
1. Prepare the dining room/ restaurant area for service
1.1 Take table reservation 1.1 Take table

reservation
1.2 Prepare service 1.2 Prepare

stations and service
equipment stations and
equipment
1.3 Set-up the tables in the 1.3 Set-up the

dining area tables in the
dining area
1.4 Set the 1.4 Set the

mood/ambiance of the mood/ambia
dining area nce of the
dining area

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2. Welcome guests and take food and beverage orders
2.1 Welcome and greet 2.1 Welcome and

guests greet guests
2.2 Seat the guest 2.2 Seat the guest
2.3 Take food and beverage 2.3 Take food and

orders beverage orders
2.4 Liaise between kitchen 2.4 Liaise

and service areas between
kitchen and
service areas
3. Promote food and beverage products
3.1 Know the product 3.1 Know the

product
3.2 Undertake Suggestive 3.2 Undertake

selling Suggestive
selling
3.3 Carry out Upselling 3.3 Carry out

strategies Upselling
strategies
4. Provide food and beverage services to guests
4.1 Serve food orders 4.1 Serve food

orders
4.2 Assist the diners 4.2 Assist the

diners
4.3 Perform banquet or 4.3 Perform

catering food service banquet or
catering food
service
4.4 Serve beverage orders 4.4 Serve

beverage
orders
4.5 Process payments and 4.5 Process

receipts payments and
receipts
4.6 Conclude food service 4.6 Conclude food

and close down dining service and
area close down
dining area

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4.7 Manage intoxicated 4.7 Manage
persons intoxicated
persons
5.1 Take and process room 5.1 Take and

service orders process room
service orders
5.2 Set up trays and trolleys 5.2 Set up trays

and trolleys
5.3 Present and serve food 5.3 Present and

and beverage orders to serve food and
guests beverage
orders to
guests
5.4 Present room service 5.4 Present room

account service
account
5.5 Clear away room service 5.5 Clear away

equipment room service
equipment
6. Receive and handle guest concerns
6.1 Listen to the complaint 6.1 Listen to the

complaint
6.2 Apologize to the guest 6.2 Apologize to

the guest
6.3 Take proper action on 6.3 Take proper

the complaint action on the
complaint
6.4 Record complaint 6.4 Record

complaint

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Form No. 4.4: Training Needs
Training Needs Module Title/Module of

(Learning Outcomes) Instruction
1.1 Take table reservation

1.2 Prepare service stations and
equipment 1. Prepare the dining
room/ restaurant area
1.3 Set-up the tables in the dining
for service
area
1.4 Set the mood/ambiance of the
dining area
2.1 Welcome and greet guests
2.2 Seat the guest 2. Welcome guests and
take food and beverage
2.3 Take food and beverage orders orders
2.4 Liaise between kitchen and service
areas
3.1 Know the product
3.2 Undertake Suggestive selling 3. Promote food and
beverage products
3.3 Carry out Upselling strategies
4.1 Serve food orders
4.2 Assist the diners
4.3 Perform banquet or catering food
service
4. Provide food and
4.4 Serve beverage orders beverage services to
4.5 Process payments and receipts guests
4.6 Conclude food service and close

down dining area
4.7 Manage intoxicated persons
5.1 Take and process room service
orders
5.2 Set up trays and trolleys
5.3 Present and serve food and
beverage orders to guests
5.4 Present room service account
5.5 Clear away room service
equipment
6.1 Listen to the complaint
6.2 Apologize to the guest
6. Receive and handle guest
6.3 Take proper action on the concerns
complaint
6.4 Record complaint
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SESSION PLAN
Sector : TOURISM
Qualification Title : FOOD AND BEVERAGE SERVICING NC II
Unit of Competency : WELCOME GUEST AND TAKE FOOD AND BEVERAGE ORDERS
Module Title : WELCOMING GUEST AND TAKING FOOD AND BEVERAGE ORDERS
Learning Outcomes : Take food and beverage orders
A. INTRODUCTION
This deals with the knowledge, skills, and attitudes required in welcoming guest and take food and beverage orders
in commercial accommodation establishments. It reflects the role of a waiter or food and beverage attendant and
may apply to different styles of services.

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B. LEARNING ACTIVITIES
LO 1: WELCOME AND GREET GUESTS
LO 2: SEAT THE GUEST
LO 3. TAKE FOOD AND BEVERAGE ORDERS
LO 4. LIAISE BETWEEN KITCHEN AND SERVICE AREAS
Learning Content Methods Presentation Practice Feedback Resources Time
Guests are Lecture- Read Interview Written Hand-

presented with discussion information (Oral/Questio test outs/
the menu sheet on how to nnaire) Manuals
according to Demonstration Take food and Observation Practical 30
established Beverage Orders Demonstratio Laptop
standard Role playing mins.
n of practical Direct
practice. Film showing observa-
Role playing skills
Orders are tion
taken Written
completely in examination
accordance
with the
establishment’
s standard
procedures.

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Special
requests and
requirements
are noted
accurately.
Orders are
repeated back
to the guests to
confirm items.
Tableware and
cutlery
appropriate for
the menu
choices are
provided and
adjusted in
accordance
with
establishment
procedures.
C. ASSESSMENT PLAN
Written Test
Performance Test
Practical Evaluation

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D. TEACHER’S SELF-REFLECTION OF THE SESSION
Using different type of teaching methods helps learner accomplished task.
Prepared by: Approved by:

Merely Daniolco-Pando Mr. Lorenzo G. Pando

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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
List of Competencies
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 BEVERAGES NC II
COMPETENCY-BASED LEARNING MATERIALS
List of Competencies
No. Unit of Competency Module Title Code
Prepare the dining Preparing the dining

1. room/restaurant area room/restaurant area TRS512387
for service for service
Welcome guests and Welcoming guests and

2. take food and taking food and TRS512388
beverage orders beverage orders
Promote food and Promoting food and

3. TRS512389
beverage products beverage products
Provide food and Providing food and

4. beverage services to beverage services to TRS512390
guests guests
5. Provide room service Providing room service TRS512391
Receive and handle Receiving and handle

6. TRS512392
guest concerns guest concerns

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HOW TO USE THIS COMPETENCY BASED LEARNING
MATERIAL
Welcome to the module in FOOD & BEVERAGE SERVICES NCII

QUALIFICATION. This module contains training materials and activities for you to
complete.
The unit of competency “Welcome guests and take food and beverage
orders” contains knowledge, skills and attitude required for TRAINEES.
You are required to go through, a series of learning activities in order to

complete each learning outcome of the module. In each learning outcome are
Information Sheet, Self-Checks, Task Sheets and Job Sheets. Then follow these
activities on your own. If you have questions, don’t hesitate to ask your facilitator for
assistance.
The goal of this course is the development of practical skills in supervising

work-based training. Tools in planning, monitoring and evaluation of work-based
training shall be prepared during the workshop to support in the implementation of
the training program.
This module is prepared to help you achieve the required competency, in

“FOOD AND BEVERAGE SERVICES NCII”.
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 facilitator.
Remember to:
 Work through all the information and complete the activities in each section.
 Read information sheets and complete the self-check. Answer keys are
included in this package to allow immediate feedback. Answering the self-
check will help you acquire the knowledge content of this competency.
 Perform the task sheets and job sheets until you are confident that your
output conforms to the performance criteria checklist that follows the sheets.
 Submit outputs of the task sheets and job sheets to your facilitator for
evaluation and recording in the Accomplishment Chart. Outputs shall serve
as your portfolio during the institutional competency evaluation.
A certificate of achievement will be awarded to you after passing the evaluation.

You must pass the institutional competency evaluation for this competency before
moving to another competency.

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MODULE CONTENT
Qualification : FOOD & BEVERAGE SERVICES NCII
Unit of Competency : WELCOME GUESTS AND TAKE FOOD &

BEVERAGE ORDERS
Module Title : Welcoming guests and take food & beverage orders
MODULE DESCRIPTOR:
This unit deals with the knowledge and skills required in providing
pre-meal services to the dining guests as soon as they arrive in the foodservice
facility. It covers the dining room or restaurant service procedures before the
food and beverage orders are served. This unit involves the initial steps in the
sequence of service that includes the welcoming of guests, seating the guests,
taking food and beverage orders and liaising between the kitchen and the
service area.
NOMINAL DURATION: 60 Hours
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
LO1 Welcome and greet guests
LO2 Seat the Guests
LO3 Take food and Beverage orders
LO4 Liaise between kitchen and service areas
ASSESSMENT CRITERIA:
Guests are presented with the menu according to established standard

practice.
Orders are taken completely in accordance with the establishment’s
standard procedures.
Special requests and requirements are noted accurately.
Orders are repeated back to the guests to confirm items.
Tableware and cutlery appropriate for the menu choices are provided
and adjusted in accordance with establishment procedures.

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WHAT IS FOOD AND BEVERAGES?
F & B is a common abbreviation for "Food and Beverage" in the United

States and Commonwealth countries, including Hong Kong. The
sector/industry specializes in the conceptualization, making, and delivery of
food. Most F & B employees work in restaurants and bars, such as at hotels,
resorts, and casinos.
DEFINITION OF TERMS:
Restaurant - is an establishment that serves the customers with

prepared food and beverages to order, to be
consumed on the premises
Napkin - is a rectangle cloth or paper used at the table for

wiping the mouth while eating. It is usually small
and folded. Conventionally, the napkin is folded and
placed to the left of the place setting, outside the
outermost fork.
Pitcher - larger container with a handle and lip or spout used

to supply beer in the bar.
Dinner Plates - a plate from which a diner eats during the main
course of a meal
Fish Plate - comes from the usual decoration of these objects

which includes various fish and other marine
creatures.

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Teaspoon - is an item of cutlery and/or a measuring instrument,
as well as a unit of measurement of volume in some
countries and customs.
Tea Pots - is a vessel used for steeping tea leaves or an herbal

mix in boiling or near-boiling water, and for serving
the resulting infusion which is called tea.
Teacup - a cup out of which tea may be drunk, larger than a

coffee cup
Soup Ladles - ladle for serving soup
Folk - A utensil with two or more prongs, used for eating or

serving food.
Red Wine Glasses- are characterized by their rounder, wider bowl,

which increases the rate of oxidation
Table - is a form of furniture with a flat horizontal upper

surface used to support objects of interest, for
storage, show, and/or manipulation
Table Cloth - is a cloth used to cover a table. Some are mainly

ornamental coverings, which may also help protect
the table from scratches and stains.
Flower Vase - is an open container, often used to hold cut flowers
Knives - set knives on the table to the right of the dinner

plate. Technically, one should only use a knife if one
is cutting meat; however, up to three knives can be
placed on the table, in order of use. Blades should
face inside, towards the table setting.
Menu - is the list of dishes to be served or available for a

diner to select from. The items that are available for
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the diner to choose from are broken down into
various categories, depending on the time of day or
the event
A la carte - It is the term used for a menu that has individually

priced dishes. A la carte means ‘from the card/menu’
Centrepiece - A large central object which serves a decorative

purpose
A la carte setting- Basic table setting for an individual cover
Mise en place - French term meaning ‘put in its place’- the

preparation of items and areas before service
Cover - A place setting for a guest OR word used to describe

the number of guests
Table d'hôte - A French term meaning ‘host's table’
Cruet - French term for salt and pepper shakers or an oil

and vinegar set
Tableware - Items that are placed on a customer table including

cutlery, crockery and glassware
Crockery - A term used to identify plates, cups, saucers and

bowls normally made from china
Opening procedure- The tasks, responsibilities or step by step instruction

to be performed before the start of service
Work station - An area where a person works or where items

needed for the completion of tasks are kept or stored
Hors – d’oeuvre - Preliminary dishes intended to act as appetizers.

Hors – d’oeuvre may be hot or cold and are served
before the soup.
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Learning Outcome # 3 Take food and beverage orders
CONTENTS:
 Welcoming / greeting the guest protocol
 Steps procedure and rationale in seating the guest
ASSESSMENT CRITERIA:
Guests are presented with the menu according to established standard
practice.
Orders are taken completely in accordance with the establishment’s
standard procedures.
Special requests and requirements are noted accurately.
Orders are repeated back to the guests to confirm items.
Tableware and cutlery appropriate for the menu choices are provided
and adjusted in accordance with establishment procedures.
CONDITION:
The trainees / students must be provided with the following:
 Guidelines
 Simulated environment
METHODOLOGY:
Lecture
Discussion
Demonstration
Video presentation
ASSESSMENT METHOD:

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Return demonstration
Observation
Oral/written examination
Learning Experiences / Activities

Learning Outcome # 3
Take Food and Beverage Orders
Learning Activities Special Instructions
After the learners read the

Information Sheet 1.1, there must be
a checking of the knowledge or
learned from the task given. There On this given task the teacher
must be a checking of the capability must give a special instruction
of the learners. based on the learning outcome that
discussed to the learners. Not only
Test will be given as a self- from the learning outcome that the
check. It will follow to identify what teacher based on discussing the
they learned from the task. How task, must it be integrated from the
capable the learners are from the experienced of the teacher on how to
information you have given or imply on the task. The teacher also
discussed to them. must see to it that the experienced
she/he shared from the learners
Checking of the given test will must be co-related to the task given
follow to testify what they learn from to make sure to avoid confusing of
the task given. the task given.

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Checking of the test given will
based on the answer key of the test
given.
INFORMATION SHEET 2.3-1
How to Take Customer Orders in a Restaurant
Giving and Collecting Orders:
Every establishment has a specific protocol for taking orders from the table
and giving them to the kitchen and assembly areas. A new server needs to
learn this protocol as quickly as possible in order to be an efficient team
member. Asking for your order to be a "rush" order is not a good idea,
unless there is a really good reason for it. Servers who are always "rush"
orders will find themselves placed at the back of the queue, more often than
not.
Orders can be written on checks, the duplicate of which is given to the

kitchen. If handwriting orders, your handwriting must be legible and easy to
understand. Always use the appropriate abbreviations; do not make up your
own -- the kitchen will not understand them. Keep your original check or
ticket as this is your record of the food that you have ordered from the
kitchen, and from which the final bill will be prepared. Never throw these
away. If a mistake has been made, run a line through the mistake, and, if
necessary, have the manager initial it.

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More and more restaurants are using a Point of Service computer where
you will enter the order from your table and it is automatically delivered via
the computer to the kitchen.
Your biggest job will be the timing of your orders. Make a point of learning
how long it takes to prepare any given dish, then put in the order for the one
that takes the longest to prepare first. That way, all dinners for a given table
should come out at the same time. Nothing is more uncomfortable for your
guests than to serve three guests at a table, only to find out that the fourth
guest's meal has not yet been started.
The next point that requires your attention is to keep hot foods hot and cold
foods cold. Not only is this necessary for food safety, it also helps to preserve
the beauty of the prepared food. There is nothing more unappetizing than to
have a cold pat of butter melting on the bread and butter plate because it
was served hot. It is your job to ensure that the food arrives at the table in
the condition in which it was served from the kitchen.
As a server, this is your job.
Approaching the Table:
Usually the table is already setup and ready before you approach the
guests--they should be seated and ready to greet you. The rule to follow
when approaching your guests is to pleasantly greet them at table within
one minute of them being seated. First impressions are exactly that. You
never get a second chance at a first impression. Make sure that yours is
pleasant, welcoming, helpful, and neat. Smile, make eye contact, and give
them your name. Water should be brought to the table at this time, whether
by you, the busser, or the hostess. Teamwork will make your first
impression a good one.
All parts of the process must be present in order to make a good

impression. It is never enough to give your table fast and efficient service if
you do so without a smile and a pleasant demeanor. Your customer needs to
feel important and that their patronage is appreciated.
Whether you know it or not, you are in the business of selling a product;
you are the salesperson, and how you approach your customer will
determine the price of the final product. Restaurants sell food, service,
atmosphere, and entertainment. If your customers feel they are unimportant
in your eyes, they will find an establishment that does appreciate their
presence and patronage. Most of the time, you will never know when you
have permanently lost a customer; they will quietly leave, and never return.
They will also tell their friends and family about their experience, and
business for your establishment can drop off.

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Understanding your position as a sales person, as well as being a server, is
vital to your success and the success of your restaurant. Behave
accordingly.
Drink Orders:
The first order to fill is the drink order. In today's increasingly aware
environment regarding the economy, water is not always served in every
restaurant. Be sure to ask your guests if they would like water, because
many of them still do not realize that serving water is no longer the norm.
After checking about water needs, share the soft drink and beer menu with
your guests, as well as any varieties of ice tea that you offer. This order
needs to be taken and served very quickly. Once the drinks are served, you
may ask if your guests are ready to order. Your clue will be that all your
guests will have closed their menus, or placed them back on the table.
When serving drinks, handle the glasses by the bottom. Never put your
finger near the lip of the glass, where your customer will be putting his or
her lips. As many times as you may wash your hands, you can still pick up
bacteria that can be harmful to your guests, so always handle glassware by
stems, handles, or the bottom of the container.
Explaining the Menu:
Often there will be one guest who is still perusing the menu when you
approach the table to take the order. This is a good time to ask if there are
any questions about the menu. Be helpful. If you have new guests who have
never been to your establishment before, be knowledgeable about the menu,
where specific items are, and offer to help your guest to find such items.
Answer any questions about the menu; give your guest a list of the items
included in a dish, if they ask, and be familiar with how each menu item is
prepared.
KNOW YOUR MENU.
Taking the Food Order:
Proper etiquette requires that you start with the women of the table, then
the children, and finally move on to the men. If, however, the woman is
undecided, it is absolutely fine to move on to the next guest so that you do
not make her feel uncomfortable.

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In taking the order, have your list of questions memorized. If ordering a
salad, what kind of dressing? If ordering baked potato, what garnish? If
ordering steak, how does it need to be cooked?
By creating a list of questions for every menu item, you will be prepared
when you are taking the order, and will not have to return to the table when
the kitchen asks you for the missing detail, because you forgot to ask. It
makes for better and much more efficient service, if you ask all your
questions while you are taking the initial order.
If a customer is unsure, make a suggestion or two and what is particularly

appealing about those dishes. This is where you can shine as a salesperson.
Delivering the Food:
If your establishment does not have a set rule for how to serve plates of
food, then serve and remove dishes from the patron's right-hand side. Keep
your fingers out of the food, and handle the dishes by the edges only. Bring
all food for the table out at the same time. Never leave a guest without food.
If the plates are hot, be sure to warn your customers not to burn
themselves.
Checking Back:
If there is a problem with the meal, it will be discovered within the first few
minutes of eating. Check back with your guests to ensure that they are
satisfied with their meal. If there has been a mistake and you delay your
return to the table, your customer will merely sit and fume, with your tip
diminishing rapidly.
Dessert:
After the dinner entrée plates have been cleared from the table, you present
the opportunity to order dessert and coffee, or after-dinner drinks. Dessert
menus are presented at this time, or a dessert tray is brought to the
table. Be sure to offer to split a dessert in case your guests are feeling full.
Again, you are in sales, and by making such an offer, you might sell one or
two desserts, rather than none. If you have a particularly popular after-
dinner drink, mention that as well, especially if your guests show signs of
wishing to linger.
Presenting the Check:
The check should be presented either with the last course, or just as the last
course is being completed. Your guests should never have to look around
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the restaurant to catch your eye to let you know they wish to pay. Ensure
the accuracy of the check and lay it face down to the right of the host's
cover, on a small tray, or in a check folder. If you are unable to determine
who the host may be, place the check near the center of the table. If two
people are dining, it is appropriate to place the check between the two
guests.
It is always wise to ask prior to totaling the check if there is anything else
they wish to order. When you are sure the table is complete, place the
check and be sure to thank them for their patronage. When you pick up the
payment, and the payment is in cash, be sure to mention that you will bring
their change back to the table for the denomination of the bill that is
presented. When a credit card is used, give clear instructions as to which
copy is yours and which copy they are to keep. Usually this is clearly
marked, but it is a sign of a good server to make this point clear.
Your reaction to the amount of the tip must be kept to yourself. Gratuity is
exactly that. While there is a certain expectation that at least 15 percent of
the bill should be paid to you, not all countries follow this custom, and you
may very well have a table full of Europeans who are accustomed to having
the gratuity included in the price of their meals.
Continue to be courteous as your guests are leaving. You have just spent
over an hour in their company; say goodbye, help your female guests with
their chairs or any packages they may have placed on the floor. It is good
customer service to invite your guests to return at some point to see you.
Carrying Trays:
Carrying trays can be a risky business, and the best recommendation is to

practice at home as much as possible. It will never do to carry a tray of food
to a table and then proceed to dump the contents of their meal onto the floor
or onto the table, or worse, the laps of your customers. If you are not able
to carry a tray effectively, then bring out the courses/plates as you can
easily carry them, and assure your customers that you will return with the
rest. Sometimes an expediter can help you to carry the rest of your party's
meals.
Suggestions and Suggestive Selling
The Server as a Salesperson:

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One of your jobs as a server is to be a salesperson. You are in the business
of selling food and service, and the more you sell, the higher the check at
the end of the night. This means more money for your restaurant. When
your guests tip appropriately, it also means more money in your pocket by
the end of the night, as well.
One common practice is for an establishment to have a nightly special that

may or may not show up on the menu. This is the server's opportunity to
present alternate suggestions by listing the evening's specials and what
makes them unusual. A server who has learned the specials and is able to
present them to the table well, is effectively marketing for the restaurant.
Any foreign names must be pronounced properly, and it is your job, as the
server, to learn that pronunciation. Some establishments will have a tasting
prior to the opening of the doors for the evening so the servers can see,
smell, and taste what the offerings are, and they can honestly tell their
patrons that they really enjoy the dish.
You will also be asked by someone who is new to your restaurant what you
like the best. While your tastes may not be the same as your customer's
taste, it is appropriate to mention two or three menu items that you do enjoy
and you can even say why you like them. Knowing in advance that you will
likely be asked such questions, you will be prepared to answer them with
poise and self-assurance. No one wants a server who has never tasted
anything on the menu. If you will not eat it, why should they pay to eat it?
Again, know your menu. Know everything on it, know what is in each
dish, and know how each dish is prepared and served.
Making Suggestions to the Customer:
You will often encounter a customer who has either never been to your
establishment, or really is unsure of what they would like to eat that day.
Your job, as the server, is make it easier for them to make such a choice.
You will need to determine if they are looking for a "lighter" meal, in which
case you can suggest a soup, or salad and sandwich. Perhaps your
customer will ask about a dish and what makes it special. By knowing
exactly how it is prepared, and perhaps something specific about it that
makes it unusual, you will often intrigue your guests and they will order
based on your suggestion. For a dinner guest who simply cannot make up
his or her mind, select two or three of your most often-ordered entrées and
suggest those. Typically, narrowing the choice down from an entire menu
selection to only two or three is enough to simplify the process for your
guests.

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As for making a suggestion about other parts of the meal, always try to
suggest a salad or vegetable plate for added nutritional value. When your
table has had a very heavy meal and asks for a suggestion for dessert, it
makes more sense to suggest a lighter dessert, rather than your 65-layer
chocolate cake.
By combining tact with good salesmanship, you will be able to help your
guest feel you are being helpful, rather than pushy and trying to pad the bill
for your own benefit. It never pays off to always suggest the most expensive
item on the menu. We will discuss more about this later.
You can also influence your guest who has simply ordered water to drink, by
taking their lunch order and then asking whether they would like milk, tea,
or soda to drink. This way you will offer your guest an additional choice, and
they will frequently take you up on the offer.
When your table orders something that will take some time to prepare, it is
very appropriate to offer an appetizer or soup, so that they are not left
waiting for a long time before their food is ready. In this way, you have made
the offer, and they have accepted it and ordered additional food, something
they likely will not have done on their own. By making suggestions, you are
ensuring your guests are comfortable and are having all their needs met.
Substitutions:
Each establishment has its own policy about substitutions. Know the
policies of your restaurant prior to promising something to your customer. If
you do not know, find out prior to making the promise. Your customer will
only feel uncomfortable and upset if you agree to make a substitution, then
find out that it is impossible to make.
Purpose of Suggestive Selling:
As you work in a restaurant you will discover that you have some
customers who know exactly what they want to eat, and despite every
attempt you make, they will order only what they want and will not be
persuaded to order anything else. That is fine. This customer is actually very
easy to please.
The customer who is unsure is a little more difficult. By discovering why

your customer is uncertain about what they wish to order, you can then
make appropriate suggestions.
Some customers are unfamiliar with your restaurant, and your menu
offerings. In this case, you ask for questions and answer them as
knowledgeably as you possibly can. Some people are not very hungry, but
have joined the group to be sociable. In this case, it is appropriate to suggest
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soup, salad, or an appetizer, rather than ordering an entire meal. Your guest
will appreciate your tact, and will be satisfied that their hands will be busy
while everyone else is eating.
Perhaps your customer is on a limited budget and your menu offerings are
on the pricey side. You can ask what looks good to them, and if your
establishment makes this an option, you can serve items a la carte, or in a
smaller portion, to allow for their budgetary needs. You might even have a
nicely priced special that is not on the menu that will meet their needs. By
exercising some curiosity, as well as some tact, you will usually be able to
make suggestions that make your customers feel special and important,
rather than inadequate and unwelcome.
Should your customer be ordering from the a la carte menu, you can still
sell additional food by asking if they would like a beverage with the
sandwich, or if they would like a sandwich with the soup.
Asking specifically if the guest would like something is more likely to elicit
an additional order, rather than asking a more general question like, "Would
you like anything else?" This usually meets with a negative reply and the
business transaction is concluding. The longer you keep the transaction
open, the more food you will sell.
Specials and higher-priced items:
In fine dining restaurants, one of the reasons you are to arrive ahead of
your shift is so you can memorize the specials list, their ingredients,
preparation methods, and sometimes have a tasting of the food so you can
sell it authoritatively.
Customers like products that are made from local produce or from seasonal
items. If you have a special that is similar to a regular menu item, but it is a
better price, be sure to draw that to your guest's attention. Many times they
will order the special because it is on sale.
Specials can also be something the chef is trying out and has never made
before. It can be something that is being "test-marketed" before making it
available on the regular menu. Such a special has a way of making the
guests who try it feel as though they are having some input on the menu of
their favorite restaurant.
Higher-priced items can be a touchy subject. It is never good form to always

suggest the highest-priced items when your guest is uncertain. What you
might be able to do, instead, is ask what looks good to the guest, and then
make an alternate suggestion for a higher-priced item that is similar, but
may be made with items of better nutritional value, or with locally grown
produce, or with items that are seasonal only. Your guest will then feel more
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that you were instrumental in helping to decide on a better meal, rather
than feeling strong-armed into a higher-priced plate just to pad the bill.
Value-added service:
This is another term for customer service. Good customer service will bring
your patrons back time and time again.
The very best time to make an impression is on your customers' first visit to
your establishment. Make every effort possible for their experience to be
positive. Be versatile, willing, and capable of doing the following:
 Make recommendations based on your intuition. Look for clues as to

why they are dining with you. Make celebratory suggestions, if
appropriate, or appetizing lower-priced suggestions if they appear to
be on a budget.
 When guests become regulars, remember their name, and try to
remember some of their likes and dislikes. According to Dale Carnegie,
a person's name is the most important sound to them. Using it will be
very powerful.
 Give extra service that is not exactly in your job description. Offer to
package something in a special way if you can. On the night my
husband proposed to me, my leftovers were wrapped in foil in the
shape of a beautiful swan. I never forgot that, and have told literally
hundreds of people about it.
 Make a guest feel good about a choice made, whether an entrée or a
wine that they have selected.
 Talk to your single diners. Often they are business people traveling
alone and are on an expense account. Taking time with them can
often be rewarding.
 Anticipate needs and keep drinks filled.
 Be aware that older guests have different needs. Anticipate them, and
be ready to answer any questions they may have about the menu, and
what other offerings you have.
 Do NOT focus on the tip. If you do your job right, your average tip will
reflect this.
 Share any success with the chefs. They usually only hear about the
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ORDER TAKING PROCEDURE
ORDER TAKING PROCEDURE
At the correct time no longer than ten minutes after you have given the
menus to the guest, return to the guest table and be ready to take the guest
order.
Approach the table at the head and wait for a break in the conversation
before speaking. At this stage use the following phase. “Excuse me Ladies and
Gentleman may I take your order?”
If you get a nod or a verbal yes to your question go ahead, if you are
unsure look toward your host to get his approval. If so take the order for the
ladies first followed by the other gentlemen then the host last. Proceed in a
clockwise motion around the table.
Move to the right hand side of the guest and ask the pertinent question
when writing the order on to the captains order pad, always remember
to split line for entree and main course.
Listen to the guests requests offer any advice on particular dishes on

the menu and offer accompanying condiments.
Listen carefully, ensure you completely understand, before you write,
utmost importance.
Ask pertinent questions, i.e. if guest orders toast, ask if that will be
white or whole-wheat toast, if the order is for a salad, ask what type of
dressing he would like with that Up sell any items on the menu which might
go with the guests order.
Always read the order back to the guest immediately following having
taken the order. Example: “ Sir your entree is the Chicken & Scampi and your
main course is the Red Mullet.
Always use the guest name if you know it and thank him.
PREPARE AND PACK TAKE AWAY FOOD AND BEVERAGES

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1. Present and pack food and beverage items in accordance
with enterprise procedures and relevant health
regulations.
Introduction
‘Take away’ service in simple terms is food and beverage that
has been prepared for customers that will be transported to an
outside location for consumption.
With this in mind, it is different to eat-in customers, as it poses
some new challenges that must be successfully negotiated by
outlet staff including:
 Food and beverage is prepared in its desired state
 Food and beverage can be transported to another
location easily
 Food and beverage can maintain its quality during
transportation, within a suitable time frame
Customers have all the necessary items required to enjoy the meal.
Another challenge in preparing and providing for ‘take away’ service is that
this style of service incorporates high volume sales which must be performed
in a quick and efficient manner.
Therefore preparation must be carefully explored, with all food and beverage
and their accompanying items necessary for consumption, in a ready state
and easily accessible for distribution.
Maintain food safety and quality of pre-prepared foods
Monitor temperatures of food in hot food displays
Hot food is a key element of any take away service. In most take away outlets,
hot food is pre-prepared and placed in food displays or is cooked to order from
scratch from a par-cooked state, usually requiring minimal cooking.
It is different from a la carte service, where food is taken to the customer
immediately upon cooking. In ‘take away’ service there is a time lag between
when the food or beverage is prepared and when it is presented, and
ultimately consumed by the customer.
If food or beverage is pre-prepared and placed in a display area, besides
maintaining consistency and quality, maintaining temperature is essential.
Hot food and beverage ideally should be retained outside the Temperature
Danger Zone. This means that food and beverage must be kept at about 60
degrees celcius.

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This can be achieved through the use of:
Hot boxes
Bain maries
Pots and pans
Heat lamps
Hot plates
Steamers
Heated display ovens.
In addition the food or beverage container can be used to
maintain heat. This could include the use of boxes,
concealed cups and containers, foil or plastic wraps, or
bags.
It is important to ensure that not only the outside of the
food or beverage item is hot, but that the temperature has
been retained throughout the item. This can be achieved
through the use of temperature reading gauges and thermometers.
Monitor temperatures of food in cold food displays
Like hot food and beverage, one key requirement of storing cold food and
beverage items is to ensure that cold food ideally should be retained outside
the Temperature Danger Zone. This means that food and
beverage must be kept below 5 degrees celsius.
This can be achieved through the use of:
Fridges
Freezers
Ice and dry ice.
Again it is important to ensure the area the food and the food or beverage
items are kept in remains below 5 degrees. Again the use of temperature
reading gauges and thermometers are advisable.
Protect displayed food from airborne and other contamination
Whilst prepared food and beverage is awaiting sale in display areas, there is
an ever increasing risk of contamination with food maintained within the
Temperature Danger Zone at most risk.
There are many ways to reduce the risk of contamination
including:
Keeping items in their correct temperatures
Keeping items displayed for minimal time periods
Keeping items in closed vessels

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Keeping items in closed display areas
In addition the use of safe and hygienic practices by staff will help maintain
food and beverage items in their desired state.
Display items attractively
The primary concept of ‘take away’ service, and that of
any food and beverage outlet, is to attract customers
and to make a sale.
Therefore it is important to present items in a manner
that will visually entice the customer, provide all the
desired information to make an informed decision and
to finally ensure a sale.
Visually enticing the customer
Nothing entices the customer more that seeing the final product. Where
possible allow the customer to see the end product on display.
When this is not possible, the use of posters, pictures,
descriptions or an ‘artificial’ display can provide the potential
customer with an accurate depiction of what is on offer.
The use of displays and signs can also appeal to the customer.
Special promotions and easily priced items can help customers
decide the value aspect of a potential purchase.
Smells and aromas can also appeal to the customer. Some
outlets keep access open to allow smells to travel further
distances. In addition music and temperature of the outlet can
appeal to the customer.
Providing accurate information
It is important that customers are made aware of all the information relating
to an item. This could include the identification of:
Cost, promotions or sales information
Weight or size
Ingredients
Preparation method
Health information including calorie or cookery methods
Allergy warnings
Spice content.

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Placement of items
Most outlets place high profit margin or highly popular
items in an area that has the greatest visual impact. This
helps to entice customers to the outlet or display.
In addition, place items in a logical order to help facilitate
a timely transaction and experience. Place appropriate
containers and accompanying items close to the item for
sale. The display of items should be arranged to ensure a smooth and efficient
travel path for customers.
Use appropriate food wrapping and packaging materials
Food wrappings and packaging materials are used to safely
maintain and transport take away food, beverage and their
accompanying items and may include:
Plastic, paper, waxed paper or foil wrappings
Plastic, cardboard or foam food containers
Foam, plastic or wax paper beverage vessels
Beverage vessel lids
Cardboard carrying containers
Plastic cutlery
Napkins
Toothpicks
Pre-packaged condiments
Condiment containers
Straws.
It is important to keep food and beverage items themselves
clear of potential hygiene risks and it is also important that
food wrappings, containers and packaging materials are kept
in a hygienic environment.
Select appropriate wrapping and packaging materials for orders to be
processed
When wrapping and packaging food and beverage items, it is important to
keep in mind that items must be stored in a manner that maintains the
quality and temperature of the item purchased by the customer.
Please refer to outlet and organization guidelines for using and packaging food
and beverage items.

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Apply appropriate stock rotation practices when replenishing displays
When replenishing items it is important to ensure that the items that have
been on display and prepared earlier are kept in an area for first sale.
Therefore rotating stock is essential to maintain consistency and freshness of
all items on display.
Some organizations will have an identification marker or sign to help identify
the time items have been prepared.
2. Apply safe food handling practices in accordance with

enterprise proceudres and relevant health regulations.
Introduction
Most ‘take away’ outlets are self service in style, with the extent varying for
different outlets.
In general, food items are prepared in advance by the kitchen or service staff
and displayed in appropriate display units where customers can select from,
with payment to be made once the customer has selected all their items.
This service style is favored by many take away operations as it requires less
staff to operate, customers have greater choice and the eating experience is
kept to a minimum.
The type of food provided is normally cheaper in cost, bulk prepared and they
are high profit margin items.
The attention to detail in managing a self service outlet may differ in its
preparation and attention from a traditional a la carte restaurant, however
the principles of providing an enjoyable eating experience comprising value
and quality offerings delivered in a clean and hygienic environment by friendly
and professional staff remains the same.
The following are steps an attendant must follow when maintaining a clean
and hygienic environment in this high volume traffic area:
Verify sneeze guards are in place and clean
Before any food is placed in a display area, whether it is a
fridge, table, buffet or hot food display it is vital the
surfaces in the area are clean.
As self-service implies that customers help themselves to
items, there is minimal separation between customer and
food and the hygienic risks they bring with them.
Sneeze guards are designed to stop germs, dust and other
hygienic risks from falling on the food. However they must also be clean to
enable customers to see the food.
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Place service utensils on food display
Service utensils must be placed with a suitable
underplate to prevent spills and drips directly onto food
display areas. Separate utensils must be selected for
each individual food item to prevent cross-
contamination and must be suitable for the dish and
how it is displayed.
Careful consideration must be made to the composition
of service utensils. Whilst metallic utensils are more
aesthetically appealing, they can be dangerous when used near electrical
points and equipment such as toasters, especially when handled by children.
Position safe food handling posters and signs in public view
To help prevent safety and hygienic risks it is wise for organizations and staff
to have signs appropriately placed to help remind customers and staff of the
importance of maintaining safe hygienic practices.
Protect food from contamination
As food is displayed in a food and beverage outlet, it is not
only a requirement that food appears fresh and appealing but
that it actually is fresh and free from contamination.
To help keep food free from contamination there are some
simple steps to follow:
Keep food in its correct temperature zone
If food is to be kept in the ‘Food Temperature Danger Zone’
which is between 5-60 degrees celsius, it must be covered
or replaced on a regular basis.
It is advisable to prepare smaller amounts of food that can be replenished on
a frequent basis.
Monitor the activities of customers at the display
Since hygiene and safety are not the primary concern of customers, they will
partake in activities that may affect the quality and safety of the food and
themselves.
By keeping a close eye on the display area or taking responsibility for issuing
certain food items we can easily identify and rectify potential problems in a
timely manner.
As a staff member, any time that you pass a food display or buffet area have
a detailed look to see if items need replacing, serviceware needs changing or
cleaning duties need to be performed.
By keeping a close eye of activities, it also prevents problems that may occur
such as theft.
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3. Dispose of spoiled products in accordance with enterprise
procedures and relevant health regulations
Introduction
As identified in previous sections the importance of hygienic handling of food
and beverage is essential to ensure that all products are maintained in a
condition that is safe for human consumption.
To date, we have focused on how to keep food and beverage safe for
consumption, but it is important to also manage practices which can lead to
food becoming contaminated or spoilt.
Discard contaminated food and/or service utensils
Discarding contaminated food
As a general rule, any food that is left in the Temperate Danger Zone should
be replaced after 30 minutes. However this may need to be done sooner for a
number of reasons:
Food appears to be spoilt, unappealing or has physically
deteriorated from its desired state
This could include:
Food that has dried out or developed a crust
Food that has sweated or thawed
Food that has changed color of consistency
Food items have been compromised due to hygiene risks, by
staff, customers or the environment.
This could include:
Customers have touched, sneezed or coughed directly onto food
Customers have tasted food
Food has dropped on the floor
Food items have been mixed together at the buffet or display table.
Discarding contaminated service utensils
Hygiene and safety risks are not only caused by food itself, but can be tainted
by service utensils that come in contact with food. It is important to change
service utensils that:
Have been dropped on the floor
Have been used to serve more than 1 food item
Have dried food items on its surface
Have been used as a tasting spoon by customers
Appear unhygienic
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Have been used for longer than 30 minutes.
In general, as a staff member if you have any concerns about the safety of
food or service utensils being offered to the customer, it is better to be safe
and remove it from a display area or buffet.
Replenish food and other items on display as required
Replenish food
A buffet or display is designed to not only provide an accurate and appealing
visual of menu items, it is also a means of providing food to customers.
The aim of any buffet or display area is to present the food in its most desirable
state in the right quality.
As a staff member you can gauge, through constant
monitoring, if the quality standards or quantity amounts are
appropriate for the service period.
Communication between the kitchen and front of house area
is vital as, depending on the layout of a food outlet, some
kitchen staff are not able to view the buffet or food display
area on a constant basis and rely on service staff for
information.
If certain items are running low or need changing, notify the
appropriate kitchen staff member in advance so that customers are not kept
waiting.
Replenish other items
Depending on the designation of duties, other items that affect a buffet or
display area need to be replenished on a regular basis. This may include:
Service utensils
Crockery including plates, bowls and side plates
Cutlery including knives, forks and spoons
Glassware or containers for beverages
Napkins
Service trays
Condiments including sauces, salt and pepper, sugar and milks.

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4. Comply with correct food handling and food safety
procedures
Introduction
Every food and beverage outlet will have their own policies and procedures in
relation to handling food in a safe and hygienic manner.
Many of these policies and procedures are based on local laws and
regulations.
It is important that all trainers, trainees and any persons working with
food understand the local laws and regulations that apply in their
country and region.
Legal requirements
Regardless of the content, all food legislation, food safety plans or programs
and food standard requirements must be adhered to.
Whilst these may differ, commonly you will be required to ensure that:
All personal hygiene practices are followed when handling food at any time
Display units must be kept clean and cleaned after every service session
Food items are not topped-up when they run low. For example, in a bain-
marie fresh stock should not be mixed with existing food in the display.
Where replenishment is required, the old tray and any food in it should be
removed, and a new, clean tray with fresh food should be added to the
display unit
Display units are used only to hold cold or hot food at the required
temperatures. Bain-maries and pie warmers, for example, should be
turned on half an hour before service and allowed time to reach their
required temperatures, and then pre-chilled or pre-heated food should be
placed into the unit. Bain Marie and pie warmers are not heating devices;
they are holding devices
Hot food should be held at 60ºC or above
Refrigerated foods should be held at 5ºC or below
Any food that is not held outside the Temperature Danger Zone must only
spend 4 hours in that Zone. It must be thrown out when it has been in the
Temperature Danger Zone for 4 hours
Separate utensils (tongs, spatulas, spoons, forks etc.) should be used to
handle different foods in the display
Any doors on the display units must be kept closed to help keep the correct
temperature, and to keep flies and other airborne contamination out.

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DIFFERENT CLASSES OF MENU
There are only two basic classes of menu, namely:
• Table d’hote
•A la carte
TABLE D’HOTE:
The following points cover the definition of ‘table d’hote’ menu:
•The menu has a fixed number of courses.
• There is a limited choice within each course.
•The selling price of the menu is fixed.
•The dishes provided with all be ready at a set time.
•This type of menu may be offered by itself or in conjunction with an ala carte or
Carte de jour menu.
A LA CARTE MENU
The term A lA Carte may be translated as ‘from the card’.
The following points may define this type of menu:
•It gives a full list of all the dishes that may be prepared by the establishment.
•Each dish is a priced separately.
•A certain waiting time has to be allowed for many of the dishes.

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Self-Check 2.3-1
Multiple Choice:
Choose the letter of the best answer. Write the letter of your
choice on your answer sheet.
1. What is first to be served?

a) Aperitif
b) Hors d ouvre
c) Water
d) Main course
2. It is the term used for a menu that has individually priced dishes.
a) Door knob
b) A la carte
c) Table d Hote
d) Centrepiece
3. When to serve desert to the guest?

a) After the entrée
b) Before the entrée
c) After main course
d) Before main course
4. Food and beverages must be kept in how many degrees celsius?

a) 7 degrees Celsius
b) 10 degrees Celsius
c) 6 degrees Celsius
d) Below 5 degrees Celsius
5. French term meaning ‘put in its place’- the preparation of items and areas
before service.
a) Mise en scene
b) Table set-up
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c) Mise en place
d) Table skirting
ANSWER KEY Self Check 2.3-1
1. c
2. b
3. a
4. d
5. c

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Task Sheet 2.3-1
Title: Take food and beverage orders

Performance Objectives:
Given the necessary steps, tools and equipment, you should be able to
perform and deliver proper ways on how to take food and beverage orders.
Supplies: Pen and Paper, Guidelines, Instructions

Equipment: Manuals
Steps/Procedure:
1. Motivate students by showing a video conversation on how to take

food and beverage orders
2. Do a demonstrations on taking food and beverage orders in order for
the students to internalize the process
3. Let them do activities like role playing on how to take food and
beverage orders
4. Evaluate them by using some assessment tools such as written test
and rubrics
Assessment Method:
Use the Performance Criteria Checklist and role playing with direct
observation

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Performance Criteria Checklist for
Task Sheet 2.3-1
Trainer’s name:_______________________ Date:____________________
Criteria YES NO
Did you…
3.1 Is the motivation effective in this kind of task? 
3.2. Did you follow the proper procedure in taking food and 
beverage orders?
3.3. Did you use the materials needed to take orders? 
3.4. Are you responsible enough to handle the task given? 
3.5 Did you follow all the task given? 
3.6 Are you willing to learn from a knowledgeable

person/customer? 

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Comments/Suggestions:
Trainer:_____________________ Date:________________
Evidence Plan
Competency
standard: Food and Beverage Servicing NC II
Unit of competency:
Welcome guests and take food and beverage orders
Ways in which evidence will be collected:
Third party Report

Demonstration &
Observation &
Questioning
Questioning
Portfolio
Written
The evidence must show that the trainee…
 Presented the menu according to established standard 
practice.
 Took the orders completely in accordance with the 
establishment’s standard procedures.
 Noted special requests and requirements accurately. 
 Confirmed orders of the guest. 
 Provided and adjusted tableware and cutlery appropriate  
for the menu choices of the guest in accordance with
establishment procedures
 Prepares workplace in accordance with OHS policies and 
procedures.

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 Must be ready in all situation as what the customer’s  
needs.
 Can identify the needs of the customer. 
 Prepares and checks required tools and equipment  

needed.
 Applies appropriate knowledge and technique on actual 
job.
 Observes housekeeping procedures. 
 Documents work completion. 
WRITTEN TEST 2.3-1

I. Multiple Choice:
Choose the letter of the best answer. Write the letter of your
choice on your answer sheet.
1. A large central object which serves as decorative purpose.

a) centrepiece
b) skirting
c) table setting
d) linen
2. A term used to identify knives, forks, spoons, teaspoons and service

utensils made from stainless steel.
a) chinaware
b) condiments
c) cutlery
d) glassware
3. Items that are placed on a customer table including cutlery, crockery and
glassware.
a) condiments
b) tableware
c) centerpeice
d) table set-up
4. Preliminary dishes intended to act as appetizers.

a) dessert
b) Main course
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c) entrée
d) Hors d’ ouvre
5. Which of the following statement is false.

a) personal hygiene practices are followed when handling food
b) service utensils must be placed with a suitable over plate
c) greet guest pleasantly
d) handle glassware by stems
II. Enumeration:
6-10. Procedures on how to take customers order?
III. Essay:
11-20. How will you apply OHS in taking food and beverage orders?
ANSWER KEY Written Test 2.3-1
I. Multiple Choice
1. a
2. c
3. b
4. d
5. b
II. Enumeration
6. Giving and Collecting Orders
7. Approaching the Table
8. Drink Orders
9. Explaining the Menu
10. Taking the Food Order

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III. Essay
11-20. Answers may vary
TABLE OF SPECIFICATION
TEST ITEM DISTRIBUTION TOTAL

Content/ NUMBER PERCEN
Objectives Factual Comprehension Application OF TAGE
Knowledge ITEMS (%)
Take food and

beverage
orders
Procedures on
how to take food
and beverage
orders
Definition of
terms
Total 20 100%

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PERFORMANCE TEST
Specific Instruction for the Candidate

FOOD AND BEVERAGES SERVICING
Qualification NC II
Welcome guests and take food and
Unit of Competency beverage orders
General Instruction:
Let the students to perform the given situation on how to take
food and beverage orders by their own ways and means following
the procedures on this task, on how they catch-up or learned from the
task given or discussed.
Specific Instruction:

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Divide the whole class into two, Group 1 and Group 2
The Group 1 task = Proper ways of taking food and beverage orders with
the use of role playing
The Group 2 task = Proper taking of food and beverage orders with the use
of proper procedures
QUESTIONING TOOL
Satisfactory
Questions to probe the candidate’s underpinning knowledge
response
Extension/Reflection Questions Yes No
1. What is food and beverages?  
2. What is that equipment’s to be used in the task mentioned?  
3. Are the activities given sufficient to the task given?  
4. What is that equipment’s to use in this task?  
Safety Questions
5. Do you know how to take and process room service orders?  
6. Do you know those ways on how to take and process room  

service orders?
7. Are you aware of all those equipment’s to be used taking and  

processing room service orders?
8. Are you aware of all do’s and don’ts of the task given?  

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Contingency Questions
9. Do you have ways if in case of trouble during taking and  

processing room service orders?
10. Are you ready all the time in all the customer’s needs?  
11. In times of trouble, are you aware of ways and tips on how to  
solve it accordingly?
12. Are you ready all the time of all the ways and means if you  
are lacking of materials to be used on this task?
Job Role/Environment Questions
13. Are you aware of the environment status?  
14. Are all the facilities available in times of need?  
15. Is the area suitable or conducive for the task?  
16. Are you aware of all those needs or materials needed on this  
task?
Rules and Regulations
17. All the rules and regulations in that institution must be follow,  
are you aware in the rules and regulation?
18. Mission and vision of the schools must be implying on the  

task that we are doing.
19. We must be open-minded in the entire new situation based on  

the new curriculum indicated on this task.
20. Broadminded in all situations on the task done.  

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The candidate’s underpinning
 Satisfactory  Not
knowledge was: Satisfactory

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Templates for Inventory of Training Resources
Resources for presenting instruction

Print Resources As per TR As per Remarks
Inventor
Handouts and Instructions 1 y
1
Non Print Resources As per TR As per Remarks

Inventor
Audio Material 1 y
1
Resources for Skills practice of Competency

#1
Supplies and Materials As per TR As per Remarks
Inventor
Handouts 3 y
3
Tools As per TR As per Remarks

Inventor
y
Equipment As per TR As per Remarks

Inventor
Handouts/manual 1 y
1

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Sector:

FOOD AND BEVERAGE SERVICES

WELCOME GUESTS AND TAKE FOOD AND BEVERAGE

WELCOMING GUESTS AND TAKE FOOD AND BEVERAGE

Technical Education & Skills Development Authority

SAINT JOSEPH ACADEMY OF LEYTE, INC.

Agbanga, Matalom, Leyte

Date Developed: Document No. NTTA-TM1-01

Date Developed: Document No. NTTA-TM1-01

Qualification: Food and Beverage Services NCII

What's Your Learning Style?

1. When you study for a test, would you rather

2. Which of these do you do when you listen to music?

3. When you work at solving a problem do you

4. When you read for fun, do you prefer?

5. To learn how a computer works, would you rather

Date Developed: Document No. NTTA-TM1-01

TO DETERMINE YOUR LEARNING STYLE:

Date Developed: Document No. NTTA-TM1-01

Name: Rodelyn F. Daniolco Date: 07/03/2017

Data Gathering Instrument for Trainee’s

Language, Average grade in: Average grade

Training National Certificates acquired and NC level

Special courses Other courses related to TM

Date Developed: Document No. NTTA-TM1-01

Learning styles a. Visual - The visual learner takes mental

Date Developed: Document No. NTTA-TM1-01

Name: Date: 07/03/2017

FOOD AND BEVERAGES SERVICING NC II

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

Date Developed: Document No. NTTA-TM1-01

1. Develop and Update Industry Knowledge

1.1 Seek information on the industry? 

2.1 Follow hygiene procedures? 

3. Perform Computer Operations

3.1 Plan and prepare for task to be undertaken? 

4. Perform workplace and safety practices

5. Provide Effective Customer Service

5.1 Greet customer? 

5.4 Handle queries through use of common business tools

5.5 Handle complaints/ conflict situations, evaluation and

Date Developed: Document No. NTTA-TM1-01

Can I…? YES NO

5. Provide room service

Form 1.2: Evidence of Current Competencies acquired related

Current competencies Proof/Evidence Means of validating

Participate in workplace Certificate of Achievement Submitted Authenticate

Work in a Team Certificate of Achievement Submitted Authenticate

Practice Career Certificate of Achievement Submitted Authenticate

Practice Occupational Certificate of Achievement Submitted Authenticate

Develop and Update Certificate of Achievement Submitted Authenticate

Observe Workplace Certificate of Achievement Submitted Authenticate

Perform Computer Certificate of Achievement Submitted Authenticate

Perform workplace and Certificate of Achievement Submitted Authenticate

Provide Effective Certificate of Achievement Submitted Authenticate

Date Developed: Document No. NTTA-TM1-01

Welcome guests and

Promote food and Certificate of Achievement Submitted Authenticate

Provide food and Certificate of Achievement Submitted Authenticate

Provide room service Certificate of Achievement Submitted Authenticate

Receive and handle Certificate of Achievement Submitted Authenticate

Date Developed: Document No. NTTA-TM1-01

1. Participate in workplace communication