TESDA-OP-CO-01-F11

Rev. No. 00-03/08/17

COMPETENCY-BASED CURRICULUM

 Course Design

Course Title: FOOD AND BEVERAGE SERVICES

Nominal Duration: 356 Hours
Qualification Level: NC II
Course Description: This course is designed to enhance the knowledge, skills and attitude in Food
and Beverage Services NC II in accordance with industry standards. It
covers the basic, common and core competencies required in the delivery of
food and beverage service in various foodservice facilities. It covers the
core competencies on preparing the dining room for service, welcoming
guests and taking food and beverage orders, promoting food and beverage
products, providing food and beverage service to guests, providing room
service and receiving and handling guest concerns.

Trainee Entry: Can communicate in Basic English both oral and written;
At least completed the 10-grade basic education;
Can perform basic mathematical computation;

Requirements:

For High School graduate:

Form 138 (Report Card) for High School Graduate;
Certificate of good moral;
Birth certificate (PSA/NSO)
ID picture and passport sizes;

For Senior High School:

Grade 10 Card (promoted to Grade 11) for Senior High

For TVET graduate/ College/ College level

Certificate of Training and/ or Transcript of Records
(Photocopy only)

Course Structure:

Basic Competencies:
No. of Hours: 18

Unit of Competency Module Learning Outcomes Nominal

 Duration
Participate in workplace Participating in  Obtain and convey workplace
communication workplace information
communication  Speak English at a basic 6
operational level
 Participate in workplace meeting
and discussion
 Complete relevant work related
documents
Work in a team Work in a team  Describe team role and scope
environment environment  Identify own role and
responsibility within team 3
 Work as a team member
 Work effectively with colleagues
 Work in socially diverse
environment
Practice career Practicing career  Integrate personal objectives with
professionalism professionalism organizational goals
 Set and meet work priorities 3
 Maintain professional growth and
development

Practice occupational Practicing  Identify hazards and risks 6

health and safety occupational health  Evaluate hazard and risks
and safety  Control hazards and risks
 Maintain occupational health and
safety awareness
 Perform basic first-aid procedures

Common Competencies
No. of Hours 18

Unit of Competency Module Learning Outcomes Nominal

Duration
1. Develop and update 1.1 Developing and 1.1.1 Identify and access key sources 2 hours
industry knowledge updating industry of information on the industry
knowledge 1.1.2 Access, apply and share industry
information
1.1.3 Update continuously relevant
industry knowledge

2. Observe workplace 2.1 Observing 2.1.1 Practice personal grooming and 4 hours
hygiene procedures workplace hygiene hygiene
procedures 2.1.2 Practice safe and hygienic
handling, storage and disposal of
food, beverage and materials
3. Perform computer 3.1 Performing 3.1.1 Identify and explain the 4 hours
operations computer functions, general features and
operations capabilities of both hardware and
software
3.1.2 Prepare and use appropriate
hardware and software according
to task requirement
3.1.3 Use appropriate devices and
procedures to transfer files/ data
3.1.4 Produce accurate and complete
data according to the
requirements
3.1.5 Maintain computer system
4. Perform workplace 4.1 Performing 4.1.1 Practice workplace safety, 4 hours
and safety practices workplace and security and hygiene systems,
safety practices processes and operations
4.1.2 Respond appropriately to faults,
problems and emergency
situations in line with enterprise
guidelines
4.1.3 Maintain safe personal
presentation standards

5. Provide effective 5.1 Providing effective
customer service
5.1.1 Apply effective verbal and non- 4 hours
customer service verbal communication skills to
respond to customer needs
5.1.2 Provide prompt and quality
service to customer
5.1.3 Handle queries promptly and
correctly in line with enterprise
procedures
5.1.4 Handle customer complaints,
evaluation and recommendations

Core Competencies
No. of Hours 320

Unit of Competency Module Learning Outcomes Nominal

Duration
1. Prepare the dining 1.1 Preparing dining 1.1 Take table reservation 60 hours
room/ restaurant room/ restaurant 1.2 Prepare service stations and
area for service area for service 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 2.1 Welcoming guests 2.1 Welcome and greet guests 60 hours
take food and and taking food and 2.2 Seat the guest
beverage orders beverage orders 2.3 Take food and beverage orders
2.4 Liaise between kitchen and
service areas

3. Promote food and 3.1 Promoting food and 1.1 Know the product 50 hours
beverage products beverage products 1.2 Undertake Suggestive selling
1.3 Carry out Upselling strategies

4. Provide food and 4.1 Providing food and 1.1 Serve food orders 50 hours
beverage services to beverage services 1.2 Assist the diners
guests to guests 1.3 Perform banquet or catering food
service
1.4 Serve beverage orders
1.5 Process payments and receipts
1.6 Conclude food service and close
down dining area
1.7 Manage intoxicated persons

5. Provide room 5.1 Providing room 5.1 Take and process room service 50 hours
service 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 6.1 Receiving and 6.1 Listen to the complaint 50 hours
guest concerns handling guest 6.2 Apologize to the guest
concerns 6.3 Take proper action on the
complaint
6.4 Record complaint

Assessment Methods:

Simulation/ Practical test

Oral questioning and written examination
Written exam
Observation
Demonstration
Interviews/questioning
Individual/group project or report

Course Delivery:
Lecture- discussion
Demonstration with return demo
Role play
Audio-visual presentations
Visual aids (photo drawings)
A/V Film viewing
Demonstration
Field Visit
Case study
Group discussion
Tutorial or self-pace
Practice session
Simulation

Resources:

List of recommended tools, equipment and materials for the training of 25 trainees per batch for Food
and Beverage Services NC II.

Qty Tools Qty. Equipment Qty. Materials

Dinnerware: TABLES/CHAIRS 4 pcs 54” x 54” table cloth
24 pcs Dinner plates, 10” 4pcs Square/ rectangular 2 pcs Table skirting cloths
tables (4’s/6’s)
6 pcs Show/service plates, 2 pcs Round tables 2 pcs Rectangular table cloths
11-14”
24 pcs Salad plates, 7-8” 36 pcs Dining Banquet chairs 4 pcs Side towels
24 pcs Fish plates, 8-9” 30 pcs 16” x 16’ Cloth table napkin
24 pcs Dessert plates, 7-8” OTHER
ACCESSORIES
24 pcs Side plates or bread 2 pcs Menu folders
 plates, 6”
24 pcs Soup plate/bowl 2 pcs Order pads
24 pcs Cup and saucers, 5-6 2 pcs Bill folder/change trays
oz.
Cutleries: 1 unit Waiter station/cabinet
24 pcs Dinner knives 2 pcs Tray stand (optional)
24 pcs Dinner forks
24 pcs Salad knives
24 pcs Salad forks
24 pcs Fish knives
24 Fish forks
pcs
24 Soup spoon (cream
pcs and consume)
24 Dessert spoons
pcs
24 Dessert forks
pcs
24 Teaspoons
pcs
24 Cocktail folks
pcs
24 Service forks
pcs
24 Service spoons
pcs
24 Steak knives
pcs
24 Butter knives
pcs
24 Oyster forks
pcs
Glassware:
24 Red wine glasses
pcs
24 White wine glasses
pcs
24 Water goblets
pcs
24 Juice glasses/Hi
pcs ball
24 Champagne flute
pcs
24 Collins glasses
pcs
24 Pilsner glasses/ Ice
pcs tea glasses
Other Service
ware:
2 Coffee pot
units
2 Tea pot
units
4 pcs Salt and Pepper
shakers
6 pcs Service trays
8 pcs Silver platters
8 pcs Round (bar) trays
4 pcs Tooth pick holders
6 pcs Napkin holders
5 pcs Sugar containers
5 pcs Creamer containers
4 pcs Saucer gravy boat
4 pcs Soup tureen
2 pcs Peppermill
2 pcs Food tongs
2 pcs Sauce ladles
2 pcs Soup ladles
2 pcs Cake server
6 pcs Water pitchers
8 pcs (Room Service)
Plate Covers
2 pcs Ice buckets with
tongs

Facilities:
Total Area in Sq.
Space Requirement Size in Meters Area in Sq. Meters
Meters
Lecture/ Laboratory 5 x 10 m. 50 sq. m. 50 sq. m.
Wash Room 2 x 5 m. 10 sq. m. 10 sq. m.
Tool Room/ Supply Room 5 x 4 m. 20 sq. m. 20 sq. m.
Circulation Area 5 x 5 m. 25 sq. m. 25 sq. m.

105 sq. m.

Qualification of
Instructors/Trainers:

Must be a holder of National TVET Trainers Certificate (NTTC) Level in Food and Beverage Services
NC II
Must have at least 2 year industry experience
Must have attended and/or has been involved in food and beverage service trainings, seminars,
conventions or related activities in the last 5 years
 Module of Instruction

Basic Competencies: COMMUNICATION

Unit of Competency: Participate in workplace communication
Module Title: Participating in workplace communication
Module Descriptor: This unit covers the knowledge, skills and attitudes required to gather, interpret and
convey information in response to workplace requirements
Nominal Duration: 6
Summary of Learning Outcomes:
LO1. Obtain and convey workplace information
 LO2. Speak English at a basic operation level
LO3. Complete relevant work related documents
LO4. Participate in workplace meetings and discussions

Details of Learning Outcomes:

LO1. Obtain and convey workplace information
Assessment Criteria Content Conditions Methodologies Assessment
Methods
 Specific and relevant  Written Writing Group discussion  Direct
information is communication materials Interaction Observatio
accessed from  Organizational (pen & Lecture n
appropriate sources policies paper) Reportorial  Oral
 Effective  Communication References interview
questioning , active procedures and (books) and written
listening and systems Manuals test
speaking skills are
used to gather and
convey information
 Appropriate medium
is used to transfer
information and ideas
 Appropriate non-
verbal
communication is
used
 Appropriate lines of
communication with
supervisors and
colleagues are
identified and
followed
 Defined workplace
procedures for the
location and storage
of information are
used
 Personal interaction is
carried out clearly and
concisely

LO2. Speak English at a basic operation level

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Simple conversations Effective Paper Group  Written test
on familiar topics with communication Pencils/ball discussion  Practical/perfor
work colleagues is Different modes of pen Interaction mance test
participated communication Reference Lecture  Interview
 Simple verbal books
instructions or requests Manuals
are responded to 2.3
Simple requests are
made
 Routine procedures are
described
 Likes, dislikes and
preferences are
expressed
 Different forms of
expression in English is
identified

LO3. Complete relevant work related documents

Assessment Criteria Content Conditions Methodologies Assessment
 Methods
 Team meetings are  Sentence  Paper  Group  Written test
attended on time construction  Pencils/ball discussions  Practical/per
 Own opinions are  Technical writing pen  Interaction formance
clearly expressed and  Recording  References  Lecture test
those of others are information (books)  Interview
listened to without  Manuals
interruption
 Meeting inputs are
consistent with the
meeting purpose and
established protocols
 Workplace interactions
are conducted in a
courteous manner
 Questions about
simple routine
workplace procedures
and maters concerning
working conditions of
employment are asked
and responded to
 Meetings outcomes are
interpreted and
implemented

LO4. Participate in workplace meetings and discussions

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Range of forms relating  Basic  Paper  Group  Written test
to conditions of mathematics  Pencils/ball discussion  Practical/perf
employment are  Technical writing pen  Interaction ormance test
completed accurately  Types of forms  Reference  Lecture  Interview
and legibly books
 Workplace data is  Manuals
recorded on standard
workplace forms and
documents
 Basic mathematical
processes are used for
routine calculations
 Errors in recording
information on forms/
documents are identified
and properly acted upon
Reporting requirements
to supervisor are
completed according to
organizational guideline
Basic Competencies: TEAM WORK
Unit of Competency: Work in a Team Environment
Module Title: Working in a Team Environment
Module Descriptor: This module covers the knowledge, skills and attitudes required to obtain,
interpret and convey information in response to workplace requirements
Nominal Duration: 3

Summary of Learning Outcomes:

LO1. Describe team role and scope

LO2. Identify own role and responsibility within team
LO3. Work as a team member
LO4. Work effectively with colleagues
LO5. Work in socially diverse environment

Details of Learning Outcomes:

LO1. Describe team role and scope

Assessment Criteria Content Conditions Methodologie Assessment

s Methods
 The role and objective of  Team role.  Standard  Group  Written test
the team is identified  Relationship and operating discussion/i  Observation
from available sources responsibilities procedure (SOP) nteraction  Simulation
of information  Role and of workplace  Case studies  Role playing
 Team parameters, responsibilities  Job procedures  Simulation
reporting relationships with team  Client/supplier
and responsibilities are environment. instructions
identified from team  Relationship  Quality standards
discussions and within a team.  Organizational or
appropriate external external
sources personnel
LO2. Identify own role and responsibility within team

Assessment Criteria Content Conditions Methodologie Assessment

s Methods
 Individual role and  Communication  SOP of workplace  Group  Observation of
responsibilities within process  Job procedures discussion work activities
the team environment  Team  Organization or  Interaction  Observation
are identified structure/team external personnel  Lecture through
 Roles and responsibility roles simulation or
of other team members role play
are identified and  Case studies
recognized and scenarios
 Reporting relationships
within team and external
to team are identified

LO3. Work as a team member

Assessment Criteria Content Conditions Methodologies Assessment
Methods
 Effective and Group planning  SOP of  Group  Observation of
appropriate forms of and decision workplace discussion work activities
communications used making  Job procedures  Interaction  Observation
and interactions  Organization or  Lecture through
undertaken with team external simulation or
members who personnel role play
contribute to known  Case studies
team activities and and scenarios
objectives
 Effective and
appropriate
contributions made to
complement team
activities and
objectives, based on
individual skills and
competencies and
workplace context
Observed protocols in
reporting using
standard operating
procedures
 Contribute to the
development of team
work plans based on
an understanding of
team’s role and
objectives and
individual
competencies of the
members

LO4. Work effectively with colleagues

Assessment Criteria Content Conditions Methodologies Assessment
Methods
 Information is Team SOP of workplace Group discussion Observation of
communicated clearly Communication Job procedures Interaction work activities
and in concise manner Team Building Organization or Lecture Observation
using appropriate external through
communication personnel simulation or
techniques role play
 Relationships are  Case studies
established and and scenarios
 maintained effectively
with colleagues
 Work activities are
performed within the
team to ensure
achievement of team
goals

LO5. Work in socially diverse environment

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Customers and o Specific SOP of Group discussion Observation of
colleagues from diversity issues workplace Interaction work activities
diverse Job procedures Lecture Observation
backgrounds are Organization or through
communicated external simulation or
with, in all verbal personnel role play
and non-verbal  Case studies
forms and scenarios
 Cross cultural
misunderstandings
are dealt with,
taking account of
cultural
considerations
Basic Competencies:
Unit of Competency: PRACTICE CAREER PROFESSIONALISM
Module Title: PRACTICING CAREER PROFESSIONALISM
Module Descriptor: This module covers the knowledge, skills and attitudes in promoting career
growth and advancement, specifically to integrate personal objectives with
organizational goals set and meet work priorities and maintain professional
growth and development
Nominal Duration: 3

Summary of Learning Outcomes:

LO1. Integrate personal objectives with organizational goals

LO2. Set and meet work priorities

LO3. Maintain professional growth and development

Details of Learning Outcomes:

LO1. Integrate personal objectives with organizational goals

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Personal growth and  Personal  Workplace  Interactive  Role play
work plans are pursued development-  Code of -lecture  Interview
towards improving the social aspects: ethics  Simulation  Written
qualifications set for the intra and  Organizationa  Demonstration examination
profession interpersonal l goals  Self-paced
 Intra- and interpersonal development  Hand outs instruction
relationships are  Organizational and Personal
maintained in the course goals development-
of managing oneself  Personal social aspects
based on performance hygiene and
evaluation practices
 Commitment to the  Code of ethics
organization and its goal
is demonstrated in the
performance of duties

LO2. Set and meet work priorities

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Competing demands Organizational  Hand outs on Interactive lecture Observation of
are prioritized to Key Result  Organizationa Group discussion work activities
achieve personal, team Areas (KRA) l KRA Structured activity Observation
and organizational Work values  Work values Demonstration through
goals and objectives. and ethical and ethics simulation or
 Resources are utilized standards  Company role play
efficiently and Company policies and  Case studies
effectively to manage policies on the standards and scenarios
work priorities and use and  Sample job
commitments maintenance targets
 Practices along of equipment  Learning
economic use and guides
maintenance of
equipment and
facilities are followed
as per established
procedures
LO3. Maintain professional growth and development

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Trainings and career Qualification Quality Interactive lecture Demonstration
opportunities are standards standards Film viewing Interview
identified and availed of Gender and GAD handouts Role Written
based on job development vIDEOS on play/simulation examination
requirements (GAD) professionalis Group discussion Portfolio
 Recognitions are sensitivity m in the assessment
sought/received and Professionalism workplace
demonstrated as proof of in the Professional
career advancement workplace licenses
 Licenses and/or List of samples
certifications relevant to professional
job and career are licenses
obtained and renewed

Basic Competencies:
Unit of Competency: PRACTICE OCCUPATIONAL HEALTH AND SAFETY
PROCEDURES
Module Title: PRACTICING OCCUPATIONAL HEALTH AND SAFETY
PROCEDURES
Module Descriptor: This module covers the knowledge, skills and attitudes required to comply
with the regulatory and organizational requirements for occupational health
and safety such as identifying, evaluating and maintaining occupational
health and safety (OHS) awareness
Nominal Duration: 6

Summary of Learning Outcomes:

LO1. Identity hazards and risks
 LO2. Evaluate hazards and risks

LO3. Control hazards and risks

LO4. Maintain occupational health and safety awareness

LO5. Perform Basic First Aid

Details of Learning Outcomes:

LO1. Identity hazards and risks

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Safety regulations and Hazards and Workplace Interactive  Situation
workplace safety and risks Personal -lecture analysis
hazard control practices identification protective Simulation  Interview
and procedures are and control equipment Symposium  Practical
clarified and explained Organizational (PPE) Group dynamics examination
based on organization safety and Learning guides  Written
procedures health Hand-outs examination
 Hazards/risks in the protocol - Organizational
workplace and their Threshold limit safety and
corresponding indicators value (TLV) health protocol
are identified to OHS indicators - OHS indicators
minimize or eliminate - Threshold limit
risk to co-workers, value
workplace and - Hazards/risk
environment in identification
accordance with and control
organization procedures
 Contingency measures
during workplace
accidents, fire and other
emergencies are
recognized and
established in
accordance with
organization procedures

LO2. Evaluate hazards and risks

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Terms of maximum TLV table Hand outs on Interactive lecture  Interview
tolerable limits which Philippine OHS - Philippine OHS Situation analysis  Written
when exceeded will standards standards Symposium examination
result in harm or damage Effects of - Effects of Film viewing  Simulation
are identified based on hazards in hazards in the Group dynamics
threshold limit values the workplace
(TLV) workplace - Ergonomics
 Effects of the hazards Ergonomics - ECC
are determined ECC regulations
 OHS issues and/or Regulations TLV table
concerns and identified
safety hazards are
reported to designated
personnel in accordance
with workplace
requirements and
relevant
LO3. Control hazards and risks

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Occupational Health and Safety Hand outs on Interactive lecture Written
Safety (OHS) regulations - Safety Symposium examination
procedures for - Clean air act Regulations Film viewing Interview
controlling hazards/risks - Electrical - Clean air act Group dynamics Case/situation
in workplace are and fire - Electrical and Self-paced analysis
consistently followed safety code fire safety code instruction
 Procedures for dealing - Waste - Waste
with workplace management management
accidents, fire and - Disaster - Disaster
emergencies are preparednes preparedness
followed in accordance s and and
with organization OHS management management
policies Contingency - Contingency
 Personal protective measures measures and
equipment (PPE) is and procedures
correctly used in procedures OHS personal
accordance with records
organization OHS PPE
procedures and practices
 Appropriate assistance is
provided in the event of
a workplace emergency
in accordance with
established organization
protocol

LO4. Maintain occupational health and safety awareness

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Emergency-related drills Operational Workplace Interactive lecture Demonstration
and trainings are health and PPE Simulation Interview
participated in as per safety OHS personal Symposium Written
established organization procedure, records Film viewing examination
guidelines and practices and CD’s, VHS tapes, Group dynamics
procedures regulations transparencies
 OHS personal records Emergency- Health record
are completed and related drills
updated in accordance and training
with workplace
requirements

LO5. Perform Basic First Aid

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Situation is  First Aid Workplace Interactive lecture Demonstration
assessed in procedures PPE Simulation Interview
accordance with and OHS personal Symposium Written
accepted practice practices records Film viewing examination
 Basic first-aid CD’s, VHS tapes,
techniques is applied transparencies
in accordance with Health record
established first-aid
procedures and
enterprise policy
 Details of the
incident is
communicated in a
timely manner
 according to
enterprise policy

Module of Instruction
Common Competencies:
Unit of Competency: DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
Module Title: DEVELOPING AND UPDATING INDUSTRY KNOWLEDGE
Module Descriptor: This unit of competency deals with the knowledge, skills and attitudes
required to access, increase and update industry knowledge. It includes
seek information on the industry and update industry knowledge.
Nominal Duration: 2 Hours
Summary of Learning Outcomes:
LO1. Identify and access key sources of information on the industry
LO2. Access, apply and share industry information
LO3. Update continuously relevant industry knowledge

Details of Learning Outcomes:

LO1. Identify and access key sources of information on the industry

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Sources of  Sources of  Workplace  Lecture  Interviews/
information on the information on Location  Group Questioning
industry are correctly the industry  Learning discussion /  Individual/
identified and materials and Individual / Group Project
accessed Information manuals; Group or Report
to assist effective (CBLM) assignment
work performance is  Workplace
obtained in line with procedures
job requirements  OH & S
 Specific information Requirement
on sector of work is Information
accessed and updated sources
 Industry information  Media
is correctly applied to  Reference books
day-to-day work  Libraries
activities  Unions
 Industry
associations
 Industry
journals
 Internet
 Personal
observation and
 experience

LO2. Access, apply and share industry information

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Informal and/or formal  Information to  Workplace  Lecture  Interviews/
research is used to assist effective Location  Group Questioning
update general work  Learning discussion /  Individual/
knowledge of the performance materials and Individual / Group Project
industry  Specific manuals; Group or Report
 Updated knowledge is information on (CBLM) assignment
shared with customers sector of work  Workplace
and colleagues as  Time procedures
appropriate and management  OH & S
incorporated into day-  Ready skills Requirement
today working activities needed to access  Workplace
industry Location
information  Learning
 Quality materials and
assurance in the manuals;
industry (CBLM)
 Company  Workplace
standards procedures
operating  OH & S
procedures Requirement
 Information to
assist effective
work
performance
Information
sources
 Media
 Reference books
 Libraries
 Unions
 Industry
associations
 Industry journals
 Internet
Personal
observation and
experience

LO3. Update continuously relevant industry knowledge

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Local knowledge is  Informal and/or  Workplace  Lecture  Interviews/
developed to assist formal Location  Group Questioning
queries on research  Learning discussion /  Individual/
local/national tourism  Update general materials and Individual / Group Project
industry knowledge manuals; Group or Report
 Local knowledge is of industry (CBLM) assignment
updated using  Updated  Workplace
informal and/or formal knowledge procedures
 OH & S
 research incorporate Requirement
 Contact with local d into day-  Workplace
communities is to-day Location
maintained working  Learning
activities materials and
manuals;
(CBLM)
 Workplace
procedures
 OH & S
Requirement
 Information to
assist effective
work
performance
Information
sources
 Media
 Reference books
 Libraries
 Unions
 Industry
associations
 Industry journals
 Internet
Personal
observation and
experience

Common Competencies:
Unit of Competency: OBSERVE WORKPLACE HYGIENE PROCEDURES
 Module Title: OBSERVING WORKPLACE HYGIENE PROCEDURES
Module Descriptor: This unit of competency deals with the knowledge, skills, and attitudes in
observing workplace hygiene procedures. It includes following hygiene
procedures and identifying and preventing hygiene risks.
Nominal Duration: 4 Hours
Summary of Learning Outcomes:
LO1. Practice personal grooming and hygiene
LO2. Practice safe and hygienic handling, storage and disposal of food,
beverage and materials

Details of Learning Outcomes:

LO1. Practice personal grooming and hygiene

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Workplace hygiene  Hygiene  Workplace  Lecture  Demonstratio
procedures are procedures Location  Demonstration n
implemented in line  Hygiene control  Learning materials  Role-play  Written
with enterprise and procedures and manuals; Examination
legal requirements  Handling and (CBLM)  Interviews /
 Handling and storage of storage in line  Workplace Questioning
items are undertaken in with enterprise procedures
line with enterprise and procedures  Hygiene procedures
legal requirements  Company  Hygiene Risks
standard  Manufacturer’s
operating Instruction Manual
procedures

LO2. Practice safe and hygienic handling, storage and disposal of food,
beverage and materials

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Potential hygiene risks  Hygiene Risks  Workplace  Lecture  Demonstratio
are identified in line  Identify and Location  Demonstration n
with enterprise prevent hygiene  Learning materials  Role-play  Written
procedures risks and manuals; Examination
 Action to minimize  Actions to (CBLM)  Interviews /
and remove risks are minimize and  Workplace Questioning
taken within scope of remove risks procedures
individual  Scope of  Hygiene procedures
responsibility of individual  Hygiene Risks
enterprise/legal responsibility  Manufacturer’s
requirements  Enterprise/ Instruction Manual
 Hygiene risks beyond Legal
the control of requirements
individual staff  Hygiene risks
members are reported beyond control
to the appropriate  Sources of and
person for follow up reasons for
food poisoning
 Common Competencies:
Unit of Competency: PERFORM COMPUTER OPERATIONS
Module Title: PERFORMING COMPUTER OPERATIONS
Module Descriptor: This unit covers the knowledge, skills and attitudes and values needed to
perform computer operations which include inputting, accessing,
producing and transferring data using the appropriate hardware and
software.
. Nominal Duration: 4 Hours
Summary of Learning Outcomes:
LO1. Identify and explain the functions, general features and capabilities of both hardware and
software
LO2. Prepare and use appropriate hardware and software according to task requirement
LO3. Use appropriate devices and procedures to transfer files/ data
LO4. Produce accurate and complete data according to the requirements
LO5. Maintain computer system
 Details of Learning Outcomes:
LO1. Identify and explain the functions, general features and capabilities of both hardware and
software

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Requirements of task  Hardware and  Workplace  Lecture  Interviews /
are determined peripheral Location  Group Questioning
 Appropriate hardware devices and its  Learning discussion  Demonstration
and software is features and materials and  Tutorial or  Observation
selected according to functions manuals; self-pace
task assigned and  Software features (CBLM)
required outcome and capabilities  Workplace
 Task is planned to  OH & S procedures
ensure OH & S guidelines and  Manufacturer’s
guidelines and procedures Instruction
procedures are Manual
followed  OH & S
guidelines and
procedures
Hardware and
peripherals:
 Personal
Computers
 Networked
systems
 Communication
equipment
 Printers
 Scanners
 Keyboard
 Mouse

LO2. Prepare and use appropriate hardware and software according to task requirement

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Data are entered into  Plan and  Workplace Location  Lecture  Interviews /
the computer using prepare for task  Learning materials  Group Questioning
appropriate to be taken and manuals; discussion  Demonstration
program/application in  Appropriate (CBLM)  Tutorial or  Observation
accordance with hardware and  Workplace self-pace
company procedures software procedures
 Accuracy of selected  Manufacturer’s
information is checked according to Instruction Manual
and information is task  OH & S guidelines
saved in accordance  Company and procedures
with standard standard Hardware and
operating procedures operating peripherals:
Inputted data are procedures  Personal Computers
stored in storage  Networked systems
media according to  Communication
requirements equipment
 Work is performed  Printers
within ergonomic  Scanners
guidelines  Keyboard
 Mouse
 LO3. Use appropriate devices and procedures to transfer files/ data

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Correct  Desktop icons  Workplace Location  Lecture  Interviews /
program/application and its  Learning materials and  Group Questioning
is selected based on functions manuals; (CBLM) discussion  Demonstration
job requirements  Appropriate  Workplace procedures  Tutorial or  Observation
Program/application program/  Manufacturer’s self-pace
containing the application in Instruction Manual
information required accordance  OH & S guidelines and
is accessed with procedures
according to Company Hardware and
company procedures Procedures peripherals:
 Desktop icons are  Storage media  Personal Computers
correctly selected,  Ergonomic  Networked systems
opened and closed Guidelines  Communication
for navigation  Keyboard equipment
purposes techniques  Printers
 Keyboard techniques  Scanners
are carried out in  Keyboard
line with OH & S  Mouse
requirements for safe
use of keyboards

LO4. Produce accurate and complete data according to the requirements

Assessment Criteria Content Conditions Methodologie Assessment

s Methods
 Entered data are  Produce/  Workplace Location  Lecture  Interviews /
processed using output data  Learning materials and  Group Questioning
appropriate software using manuals; (CBLM) discussion  Demonstration
commands computer  Workplace procedures  Tutorial or  Observation
 Data are printed out system  Manufacturer’s self-pace
as required using  Appropriate Instruction Manual
computer software  OH & S guidelines and
hardware/peripheral command procedures
devices in  Files and data Hardware and peripherals:
accordance with transferred  Personal Computers
standard operating between  Networked systems
procedures compatible  Communication
 Files and data are system equipment
transferred between  Printers
compatible systems  Scanners
using computer  Keyboard
software, hardware/  Mouse
peripheral devices in
accordance with
standard operating
procedures

LO5. Maintain computer system

Assessment Criteria Content Conditions Methodologie Assessment

s Methods
 Systems for cleaning,  System for  Workplace Location  Lecture  Interviews /
minor maintenance cleaning  Learning materials and  Group Questioning
and replacement of  Minor manuals; (CBLM) discussion  Demonstration
 consumables are maintenance  Workplace procedures  Tutorial or  Observation
implemented  Replacement  Manufacturer’s self-pace
 Procedures for of Instruction Manual
ensuring security of consumables  OH & S guidelines and
data, including regular  Procedures procedures
back-ups and virus for ensuring Hardware and peripherals:
checks are security of  Personal Computers
implemented in data,  Networked systems
accordance with including  Communication
standard operating back-ups and equipment
procedures virus checks  Printers
 Basic file maintenance  Company  Scanners
procedures are standard  Keyboard
implemented in line operating  Mouse
with the standard procedures
operating procedures  Basic file
Document systems are maintenance
maintained

Common Competencies:
 Unit of Competency: PERFORM WORKPLACE AND SAFETY PRACTICES
Module Title: PERFORMING WORKPLACE AND SAFETY PRACTICES
Module Descriptor: This unit of competency deals with the knowledge, skills and attitudes in
following health, safety and security practices. It includes dealing with
emergency situations and maintaining safe personal presentation
standards.
Nominal Duration: 4 Hours
Summary of Learning Outcomes:
LO1. Practice workplace safety, security and hygiene systems, processes and operations
LO2. Respond appropriately to faults, problems and emergency situations in line with enterprise
guidelines
LO3. Maintain safe personal presentation standards

Details of Learning Outcomes:

LO1. Practice workplace safety, security and hygiene systems, processes and operations

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Correct health, safety  Health, safety  Workplace  Lecture  Demonstrat
and security procedures and security Location  Demonstration ion
are followed in line procedures in  Learning  Role-play  Interviews/
with legislation, line with materials and  Simulation Questionin
regulations and legislation, manuals; g Written
enterprise procedures regulations and (CBLM) Examinatio
 Breaches of health, enterprise  Workplace ns
safety and security procedures procedures
procedures are  Breaches of  Manufacturer’s
identified and reported health, safety Instruction
in line with enterprise and security Manual
procedure procedures  OH & S
 Suspicious behavior or guidelines and
unusual occurrence are procedures
reported in line with
enterprise procedure

LO2. Respond appropriately to faults, problems and emergency situations in line with enterprise
guidelines

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Issue of sexual  Faults and  Workplace  Lecture  Demonstrati
exploitation of problem Location  Demonstration on
children is identified  Emergency and  Learning  Role-play  Interviews/
 National, regional potential materials and  Simulation Questioning
and international emergency manuals; Written
actions are described situations (CBLM) Examinatio
to prevent the sexual  Emergency  Workplace ns
exploitation of procedures procedures
children  Respond to  Manufacturer’s
 Actions that can be emergency Instruction
taken in the situations Manual
workplace are  OH & S
described to protect guidelines and
children from sexual procedures
exploitation
 LO3. Maintain safe personal presentation standards

Assessment Criteria Content Conditions Methodologies Assessment

Methods
Areas and people who  Safe personal  Workplace  Lecture  Demonstrati
require observation and standards Location  Demonstration on
monitoring is prepared  Company  Learning  Role-play  Interviews/
Observation and standard materials and  Simulation Questioning
monitoring activities are operating manuals; Written
implemented procedures (CBLM) Examinatio
Apprehension of  Proper dress  Workplace ns
offenders are code procedures
determined Offenders  Manufacturer’s
are arrested according Instruction
to enterprise procedures Manual
Administrative  OH & S
responsibilities are guidelines and
fulfille procedures

LO4. Maintain safe personal presentation standards

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Emergency and  Safe personal  Workplace  Lecture  Demonstrati
potential emergency standards Location  Demonstration on
situations are  Company  Learning  Role-play  Interviews/
recognized and standard materials and  Simulation Questioning
appropriate action are operating manuals; Written
taken within procedures (CBLM) Examinatio
individual’s scope of  Proper dress  Workplace ns
responsibility code procedures
 Emergency procedures  Manufacturer’s
are followed in line Instruction
with enterprise Manual
procedures  OH & S
 Assistance is sought guidelines and
from colleagues to procedures
resolve or respond to
emergency situations
 Details of emergency
situations are reported
in line with enterprise
procedures

LO5. Maintain safe personal presentation standards

Assessment Criteria Content Conditions Methodologies Assessment

Methods
Safe personal standards  Safe personal  Workplace  Lecture  Demonstrati
are identified and standards Location  Demonstration on
 followed in line with  Company  Learning  Role-play  Interviews/
enterprise requirements standard materials and  Simulation Questioning
operating manuals; Written
procedures (CBLM) Examinatio
 Workplace ns
procedures
 Manufacturer’s
Instruction
Manual
 OH & S
guidelines and
procedures

LO 6. Maintain a safe and secure workplace

Assessment Criteria Content Conditions Methodologies Assessment
Methods
Safe personal standards  Safe personal  Workplace  Lecture  Demonstrati
are identified and standards Location  Demonstration on
followed in line with  Company  Learning  Role-play  Interviews/
enterprise requirements standard materials and  Simulation Questioning
operating manuals; Written
procedures (CBLM) Examinatio
 PPE  Workplace ns
procedures
 Manufacturer’s
Instruction
Manual
 OH & S
guidelines and
procedures
 Common Competencies:
Unit of Competency: PROVIDE EFFECTTIVE CUSTOMER SERVICE
Module Title: PROVIDING EFFECTTIVE CUSTOMER SERVICE
Module Descriptor: This unit of competency deals with knowledge, skills and attitudes in
providing effective customer service. It includes greeting customer,
identifying customer needs, delivering service to customer, handling
queries through telephone, fax machine, internet and email and handling
complaints, evaluation and recommendation.
Nominal Duration: 4 Hours
Summary of Learning Outcomes:
LO1. Apply effective verbal and non-verbal communication skills to respond to customer needs
LO2. Provide prompt and quality service to customer
LO3. Handle queries promptly and correctly in line with enterprise procedures
LO4. Handle customer complaints, evaluation and recommendations

Details of Learning Outcomes:

LO1. Apply effective verbal and non-verbal communication skills to respond to customer needs

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Customers are  Verbal and Non-  Workplace  Lecture  Demonstratio
greeted Verbal Location  Demonstration n
according to Communication  Learning materials  Role-play  Interviews/
enterprise s and manuals;  Simulation Questioning
procedure  Cultural and (CBLM) Written
 Verbal and social  Workplace Examinations
non-verbal differences procedures
communicatio  Enterprise  Manufacturer’s
ns are procedures Instruction
appropriate to Manual
the given  OH & S
situation guidelines and
 Non verbal procedures
communicatio
n are observed
when
responding to
customers
 Sensitivity to
 cultural and
social
differences is
demonstrated

LO2. Provide prompt and quality service to customer

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Appropriate  Identify  Workplace  Lecture  Demonstrat
interpersonal skills customer needs Location  Demonstration ion
are used to ensure  Appropriate  Learning materials  Role-play  Interviews/
that customer needs interpersonal and manuals;  Simulation Questionin
are accurately skills (CBLM) g Written
identified  Enterprise  Workplace Examinatio
 Customer needs are procedures procedures ns
assessed for urgency  Manufacturer’s
so that priority for Instruction
service delivery can Manual
be identified  OH & S
 Customers are guidelines and
provided with procedures
information
 Personal limitation
in addressing
customer and
colleague needs is
identified and where
appropriate,
assistance is sought
from supervisor

LO3. Handle queries promptly and correctly in line with enterprise procedures

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Customer needs are  Handle queries  Workplace  Lecture  Demonstration
promptly attended to in through Location  Demonstration  Interviews/
line with enterprise telephone, fax  Learning  Role-play Questioning
procedure machine, materials and  Simulation Written
 Appropriate rapport is internet and manuals; Examinations
maintained with email (CBLM)
customer to enable  Enterprise  Workplace
high quality service procedures procedures
delivery  Appropriate  Manufacturer’s
 Opportunity to enhance rapport Instruction
the quality of service  Queries / Manual
and products are taken information  OH & S
wherever possible records in line guidelines and
with enterprise procedures
procedures

LO4.Handle customer complaints, evaluation and recommendations

 Assessment Criteria Content Conditions Methodologies Assessment
Methods
 Common business  Handle queries  Workplace  Lecture  Demonstration
tools and through Location  Demonstration  Interviews/
technology are used telephone, fax  Learning  Role-play Questioning
efficiently to machine, materials and  Simulation Written
determine customer internet and manuals; Examinations
requirements email (CBLM)
 Queries/  Enterprise  Workplace
information are procedures procedures
recorded in line  Responsibility fir  Manufacturer’s
with enterprise resolving the Instruction
procedure complaint Manual
 Queries are acted  Appropriate  OH & S
upon promptly and action of guidelines and
correctly in line complaint procedures
with enterprise according to
procedure enterprise
procedures

LO5. Handle complaints/ conflict situations, evaluation and recommendations

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Guests are greeted with  Handle  Workplace  Lecture  Demonstration
a smile and eye-to-eye queries Location  Demonstration  Interviews/
contact through  Learning  Role-play Questioning
 Responsibility for telephone, materials  Simulation Written
resolving the complaint fax machine, and Examinations
is taken within limit of internet and manuals;
responsibility and email (CBLM)
according to enterprise  Enterprise  Workplace
policy procedures procedures
 Nature and details of  Responsibilit  Manufactur
complaint are y fir er’s
established and agreed resolving the Instruction
with the customer complaint Manual
 Threats to personal  Appropriate  OH & S
safety are identified action of guidelines
and managed to complaint and
personal safety of according to procedures
customers or enterprise
colleagues and procedures
appropriate assistance
is organized
 Appropriate action is
taken to resolve the
complaint to the
customers satisfaction
wherever possible
 Conflict situations are
resolved within scope
of individual
responsibility by
applying effective
communication skills
and according to
enterprise
policenterprise
procedure

Core Competencies:
Unit of Competency: PREPARE THE DINING ROOM/RESTAURANT AREA FOR
SERVICE
Module Title: PREPARING THE DINING ROOM/RESTAURANT AREA FOR
SERVICE
Module Descriptor: This unit covers the knowledge and skills required in the preparation of
the dining room/ restaurant area before the start of the service operations.
It involves opening duties or the dining room mise-in-place prior to
service. This unit includes the knowledge and skills in taking
reservations, preparing service stations, table setting, and setting the
ambiance of the food service facility.
Nominal Duration: 60 Hours
Summary of Learning Outcomes:
LO1. Take table reservation
LO2. Prepare service stations and equipment
LO3. Set-up the tables in the dining area
LO4. Set the mood/ambiance of the dining area
 Details of Learning Outcomes:
LO1. Take table reservation

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Inquiries are answered  Inquiries and Students/trainees  Lectu  Simulation/
promptly, clearly and its proper must be provided re- Practical test
accurately. Pertinent handling with the following: Discussion  Oral
questions are asked to  Details of  Workplace  Demo questioning
complete the details of reservations Location nstration with  Written
the reservations.  Reservation  Practical Work return demo examination
 Reservations data are process area  Role
recorded on forms  Reservation  First Aid Kit play
accurately based on forms  Learning  Audi
establishment’s  Recording materials o-visual
standards. procedures (CBLM) presentations
 Details of the  Establishment  PPEs  Visua
reservations are standards  OH & S l aids (photos,
repeated back and  Foodservice requirements drawings)
confirmed with the process Inquiries
party making the  Telephone
reservation.  Fax
 Additional  Email
information about the  Internet
food service  In person
establishment is Reservation
provided when records or forms
necessary.  Reservation
sheets
 Logbook
 Computer
 Reservation
cards

LO2. Prepare service stations and equipment

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Service or waiter’s  Waiter Students/trainees  Lecture-  Simulation/
stations are stocked station and its must be provided Discussion Practical test
with supplies supplies with the following:  Demonst  Oral
necessary for service.  Tableware  Workplace ration with return questioning
All tableware and and dining Location demo  Written
dining room room  Practical Work  Role examination
equipment are equipment area play
cleaned, wiped and  Tent cards  First Aid Kit  Audio-
put in their proper and similar  Learning visual
places. displays materials presentations
 Special tent cards and  Electrical (CBLM)  Visual
similar special appliance and  PPEs aids (photos,
displays are put up for equipment  OH & S drawings)
promotion.  Station requirement
Cleanliness and mise-en-place  Manufacturer’s
condition of all tables, manual
tableware and dining Dining room and
room equipment are equipment
checked.  Service tray
 Water pitchers and ice stands
buckets are filled.  Gueridon
 Electrical appliance or  Cake display
equipment like coffee  Refrigerators/C
pots, tea pots, plate hillers
warmers etc. in the  Coffee
dining area are turned makers/machin
on and kept ready. es
 Condiments and sauce  Points of Sales
bottles are refilled and (POS)
the necks and tops of  Wine service
the bottles are wiped equipment
clean and dry. Supplies
 Napkins
 Menu folders
 Order slips
 Wine list
 Condiments
 Toothpicks
 Table
cloth/placemat
s
 Salt and pepper
shakers
Tableware
1. Dinnerware/chi
naware
 Cover/service
plate
 Dinner plate
 Entrée’ plate
 Fish plate
 Bread plate
 Soup
bowl/plate
 Cups and
saucers
2. Glassware
 Stem wares
 Footed wares
 Tumblers
 Mugs
3. Silverware/Flat
ware
 Dinner fork
 Dinner spoon
 Soup spoon
 Butter
knife/spreader
 Steak knife
 Fish Fork
 Dessert fork
 Teaspoon
4. Holloware
 Soup tureen
 Platters
  Coffeepots
 Teapots

LO3. Set-up the tables in the dining area

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Tables are set according  Table set up Students/trainees must be  Lecture-  Simulation/
to the standards of the standards provided with the Discussion Practical test
food service  Basic types following:  Demonst  Oral
establishment. In cases of Tableware  Workplace Location ration with return questioning
where the menu is pre- and glassware  Practical Work area demo  Written
arranged or fixed,  Different  First Aid Kit  Role examination
covers are set correctly Nap000kin  Learning materials play
according to the folding styles (CBLM)  Audio-
predetermined menu.  Table  PPEs visual
 Tableware and Skirting Styles  OH & S requirement presentations
glassware are wiped and  Manufacturer’s manual  Visual
polished before they are Dining room and aids (photos,
set up on the table. equipment drawings)
 Cloth napkins are  Service tray stands
folded properly and laid  Gueridon
on the table  Cake display
appropriately according  Refrigerators/Chillers
to napkin folding style  Coffee
 Buffet or display tables makers/machines
are skirted properly  Points of Sales (POS)
taking into account
 Wine service
symmetry, balance and
equipment
harmony in size and
Supplies
design
 Napkins
 Menu folders
 Order slips
 Wine list
 Condiments
 Toothpicks
 Table cloth/placemats
 Salt and pepper
shakers
Tableware
5. Dinnerware/chinaware
 Cover/service plate
 Dinner plate
 Entrée’ plate
 Fish plate
 Bread plate
 Soup bowl/plate
 Cups and saucers
6. Glassware
 Stem wares
 Footed wares
 Tumblers
 Mugs
7. Silverware/Flatware
  Dinner fork
 Dinner spoon
 Soup spoon
 Butter knife/spreader
 Steak knife
 Fish Fork
 Dessert fork
 Teaspoon
8. Holloware
 Soup tureen
 Platters
 Coffeepots
 Teapots
Napkin folding styles
 Pyramid
 Bird of Paradise
 Bishop’s Hat
 Rose Bud
 Sail
 Candle
 Crown
 Goblet Fan
Table skirting designs
 Diamond style
 Pleated box
 Shirred pleat
 Single pleats
 Tulips
 Scallops
 Butterfly

LO4. Set the mood/ambiance of the dining area

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Lights are adjusted  Light Students/trainees must be  Lecture-  Simulation/
according to time of adjustment provided with the Discussion Practical test
the day. according to following:  Demonst  Oral
 Tables, chairs and time of the day  Workplace Location ration with return questioning
other dining room  Tables, chairs  Practical Work area demo  Written
furniture are arranged and other dining  First Aid Kit  Role examination
to ensure comfort and room furniture’s  Learning materials play
convenience of the arrangement (CBLM)  Audio-
guests.  Floors/carpets  PPEs visual
 Appropriate music is cleaned and dry  OH & S requirement presentations
played when  Air-condition  Manufacturer’s  Visual
applicable or cooling units manual aids (photos,
 Floors/carpets are  Decoration set Dining room and drawings)
cleaned and made sure up equipment
are dry.  Service tray stands
 Air-condition or  Gueridon
cooling units are  Cake display
adjusted for the  Refrigerators/Chiller
comfort of the guests s
Decorations are set-up  Points of Sales
according to theme or (POS)
concept of the dining  Wine service
room equipment
Supplies
 Napkins
 Menu folders
 Order slips
 Wine list
 Condiments
 Toothpicks
 Table
cloth/placemats
 Salt and pepper
shakers
Tableware
9. Dinnerware/chinawar
e
 Cover/service plate
 Dinner plate
 Entrée’ plate
 Fish plate
 Bread plate
 Soup bowl/plate
 Cups and saucers
10. Glassware
 Stem wares
 Footed wares
 Tumblers
 Mugs
11. Silverware/Flatware
 Dinner fork
 Dinner spoon
 Soup spoon
 Butter knife/spreader
 Steak knife
 Fish Fork
 Dessert fork
 Teaspoon
12. Holloware
 Soup tureen
Napkin folding styles
 Pyramid
 Bird of Paradise
 Bishop’s Hat
 Rose Bud
 Sail
 Candle
 Crown
 Goblet Fan
Table skirting designs
 Diamond style
 Pleated box
 Scallops
 Butterfly
 Core Competencies:
Unit of Competency: WELCOME GUESTS AND TAKE FOOD AND BEVERAGE
ORDERS
Module Title: WELCOMING GUESTS AND TAKING FOOD AND BEVERAGE
ORDERS
Module Descriptor: This unit deals with the knowledge and skills required by providing pre-
meal services to the dining guests as soon as they arrive in the
foodservice facility. It covers the dining room and restaurant service
procedures before the food and beverage order are served. This unit
involves the initial steps in the sequence of services 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
Summary of Learning Outcomes:
LO1. Welcome and greet guests
LO2. Seat the guest
LO3. Take food and beverage orders
LO4. Liaise between kitchen and service areas

Details of Learning Outcomes:

LO1. Welcome and greet guests

Assessment Criteria Content Conditions Methodologies Assessment

 Guests are  Welcoming
acknowledged as soon
as they arrive. Guests
are greeted with an
appropriate welcome.
 Details of reservations
are checked based on
established standard
policy.
Methods
Students/trainees must be  Lecture  Simulation/
and greetings provided with the  Discussio Practical test
guests following: n with oral
procedures  Workplace Location  Demonst questioning
 Practical Work area ration
 First Aid Kit  Role play
 Learning materials
(CBLM)
 PPEs
 Manufacturer’s
manual
Type of menu
 A la carte
 Table d’hote
 Carte du jour
Ordering systems
 Docket system
 Checklist
 Blank order slips
 Touchscreen POS
system
Work technology
 POS
 Electronic tablet
order

LO2. Seat the guests

 Assessment Criteria Content Conditions Methodologies Assessment
Methods
 Guests are escorted and  Seating guests Students/trainees must be  Lecture  Simulation/
seated according to procedures provided with the  Discussi Practical test
table allocations  Standards of following: on with oral
 Tables are utilized the foodservice  Workplace Location  Demonst questioning
according to the number facility  Practical Work area ration
of party.  First Aid Kit  Role
 Guests are seated  Learning materials play
evenly among stations (CBLM)
to control the traffic  PPEs
flow of guests in the  OH & S requirement
dining room.  Manufacturer’s
 Cloth napkins are manual
opened for the guests Type of menu
when applicable.  A la carte
 Water is served when  Table d’hote
applicable, according to  Carte du jour
the standards of the Ordering systems
foodservice facility.  Docket system
 Checklist
 Blank order slips
 Touchscreen POS
system
Work technology
 POS
 Electronic tablet
order

LO3. Take food and beverage orders

Assessment Criteria Content Conditions Methodologies Assessment

Methods
Guests are presented with  Order taking Students/trainees must be  Lecture  Simulation/
the menu according to procedures provided with the  Discussio Practical test
established standard  Principles of following: n with oral
practice. promotion and  Workplace Location  Demonstr questioning
Orders are taken selling  Practical Work area ation
completely in accordance  Suggestive  First Aid Kit  Role play
with the establishment’s selling  Learning materials
standard procedures. techniques (CBLM)
Special requests and  Basic menu  PPEs
requirements are noted types  OH & S requirement
accurately.  Establishment  Manufacturer’s
Orders are repeated back procedures manual
to the guests to confirm Type of menu
items. Tableware and  A la carte
cutlery appropriate for  Table d’hote
the menu choices are  Carte du jour
provided and adjusted in Ordering systems
accordance with  Docket system
establishment procedures.  Checklist
 Blank order slips
 Touchscreen POS
system
Work technology
 POS
  Electronic tablet
order

LO4. Liaise between kitchen and service areas

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Orders are placed and  Sequence of Students/trainees must be  Lecture  Simulation/
sent to the kitchen food service provided with the  Discussio Practical test
promptly. Quality of  Work following: n with oral
food is checked in technology  Workplace Location  Demonstr questioning
accordance with  Quality of  Practical Work area ation
establishment standards food  First Aid Kit  Role play
 Tableware is checked  Learning materials
for chips, marks, (CBLM)
cleanliness, spills, and  PPEs
drips  OH & S requirement
 Plates and/or trays are  Manufacturer’s
carried out safely. manual
Colleagues are advised Type of menu
promptly regarding  A la carte
readiness of items for  Table d’hote
service Information  Carte du jour
about special requests, Ordering systems
dietary or cultural  Docket system
requirements is relayed  Checklist
accurately to kitchen  Blank order slips
where appropriate.
 Touchscreen POS
 Work technology are
system
observed according to
Work technology
establishment standard
 POS
policy and procedures
 Electronic tablet order

Core Competencies:
Unit of Competency: PROMOTE FOOD AND BEVERAGE PRODUCTS
Module Title: PROMOTING FOOD AND BEVERAGE PRODUCTS
Module Descriptor: This unit deals with the knowledge and skills required in providing
advice to customers on food and beverage products in foodservice
enterprises.
Nominal Duration: 50 Hours
Summary of Learning Outcomes:
LO1. Know the product
LO2. Undertake Suggestive selling
LO3. Carry out Upselling strategies

Details of Learning Outcomes:

LO1.Know the product

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Names and  Name and Students/trainees must  Lecture  Practical test
 pronunciations of dishes pronunciations of be provided with the  Discussio  Oral
in the menu are dishes and menu following: n questioning
mastered.  Menu  Workplace  Role play
 Ingredients of dishes are familiarization Location
memorized. Sauces and  Types of menus  Practical Work
accompaniments are  Common food area
known by heart. allergens  First Aid Kit
Descriptions of every  Learning materials
item in the menu are (CBLM)
studied.  PPEs
 Common food allergens  Manufacturer’s
are mastered to prevent manual
serious health Information about
consequences. the food:
 Cooking method
 Serving portions
 Tastes and flavors
 Ingredients
including food
allergens
 Cooking time
General categories in
the menu:
 Meat
 Vegetable
 Dessert
 Beverages
 Entrée
 Seafood

LO2.Undertake Suggestive selling

Assessment Criteria Content Conditions Methodologies Assessment
Methods
 Information about the  Information Students/trainees must  Lecture  Practical test
food items are about the food be provided with the  Discussio  Oral
provided in clear items following: n questioning
explanations and  Information  Workplace  Role play
descriptions. about the food Location
 Items on specials or items  Practical Work
promos are offered to  Items on area
assist guests with food specials or  First Aid Kit
and beverage promos  Learning materials
selections.  General (CBLM)
 Name of specific categories in the  PPEs
menu items are menu  OH & S
suggested to guests  Food pairing requirement
rather than just  Beverage  Manufacturer’s
mentioning the general pairing manual
categories in the menu  Suggestive Information about
to help them make the selling techniques the food:
choice and know what and principles  Cooking method
they want. Standard  Descriptive  Serving portions
food and beverage words  Tastes and flavors
pairings are  Ingredients
recommended. including food
 Several choices are allergens
given to provide more  Cooking time
 options to guests  Side dishes
Descriptive words are Items on specials or
used while explaining promos:
the dishes to make it  House specials
more tempting and  Soup of the day
appetizing.  Combo meals
 Suggestive selling is  Best sellers
carried out discreetly  Chef’s pick
so as not to be too
 Seasonal items
pushy or too
Standard food and
aggressive.
beverage pairings:
 Burgers and fries
 Steaks and salad
 Steak and mashed
potato
 Dessert and
coffee
 Seafood with
white wine
General categories in
the menu:
 Meat
 Vegetable
 Dessert
 Beverages
 Entrée
 Seafood
Descriptive words:
 Freshly prepared
 Delicately
seasoned
 Soft and juicy
 Mouth watering
 Flavorful
 Spicy

LO3. Carry out Upselling strategies

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Slow moving but  Upselling Students/trainees must  Lecture  Practical test
highly profitable items techniques be provided with the  Discussio  Oral
are suggested to following: n questioning
increase guest check.  Workplace  Role play
 Second servings of Location
items ordered are  Practical Work
offered. area
 Food portion or size is  First Aid Kit
mentioned for possible  Learning materials
adjustments with the (CBLM)
orders.  PPEs
 New items are  OH & S
recommended to requirement
regular guests to  Manufacturer’s
encourage them to try manual
other items in the Items on specials or
menu. promos:
 House specials
 Soup of the day
 Combo meals
 Best sellers
 Chef’s pick
 Seasonal items
Descriptive words:
 Freshly prepared
 Delicately
seasoned
 Soft and juicy
 Mouth watering
 Flavorful
 Spicy
 Core Competencies:
Unit of Competency: PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS
Module Title: PROVIDING FOOD AND BEVERAGE SERVICES TO GUESTS
FOURS
Module Descriptor: This unit deals with the knowledge and skills required in the provision of
food and beverage service to guests in various types of dining venues
and diverse styles of service. This unit focuses on the procedures in the
delivery of food and beverages to the guest as well as on the knowledge
and skills that underpins the efficient work performance in assisting the
dining guest during and after the meal service.
Nominal Duration: 50 Hours
Summary of Learning Outcomes:
LO1. Serve food orders
LO2. Assist the diners
LO3. Perform banquet or catering food service
LO4. Serve beverage orders
LO5. Process payments and receipts
LO6. Conclude food service and close down dining area
LO7. Manage intoxicated persons

Details of Learning Outcomes:

LO1. Serve food orders

Assessment Criteria Content Conditions Methodologies Assessment

Methods
Food orders are picked up  Food orders Students/trainees must be  Lectu  Written or
promptly from service  Hygienic provided with the following: re oral
areas. requirements  Workplace Location  Discu examination
Food orders are checked  Food services  Practical Work area ssion  Practical
for presentation and style  First Aid Kit  AV/F test
appropriate garnish and  Sequence of  Learning materials ilm viewing
accompaniments. service (CBLM)  Demo
Food orders are served to  Enterprise  PPEs nstration
the guests who ordered procedures  OH & S requirement  Role
them. Food orders are  Manufacturer’s manual play
served and cleared with Serving styles
minimal disturbance to  American Service (Plate
the other guests and in Service)
accordance to hygienic  Russian Service (Platter
requirements. Service)
Food orders are served in  Buffet Service
accordance with the Sequence of service
enterprise serving style  Welcoming/greeting of
standards. guest
Name of the dish or order  Seating the guest
is mentioned upon  Taking beverage orders
serving the guest.
 Presenting the menu
Sequence of service and
 Taking food orders
meal delivery is
monitored in accordance  Wine service
with enterprise  Serving food orders
procedures.  Crumbing/brushing table
 Coffee/tea service
  Preparing and presenting
the bill

LO2.Assist the diners

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Additional requests or  3-minute Students/trainees must be  Lectu  Written or
needs of the guests are check provided with the following: re oral
anticipated. Additional  Guest with  Workplace Location  Discu examination
food and beverage are special needs  Practical Work area ssion  Practical
offered and served at the  Handling  First Aid Kit  AV/F test
appropriate times. guests with  Learning materials ilm viewing
Necessary condiments special needs (CBLM)  Demo
and appropriate tableware  PPEs nstration
are provided based on the  OH & S requirement  Role
food order. Delays or  Manufacturer’s manual play
deficiencies in service are 3-minute check
recognized and followed  Ensure guest satisfaction
up promptly based on about their meals
enterprise policy.  Replenish condiments
 The “3-minute check” is  Providing additional
conducted to check guest items
‘s satisfaction.  Clear unused items
 Children and guests with Guest with special needs
special needs are treated  Children
with extra attention and  Elderly people
care.
 Persons with Disability
 VIP guests

LO3.Perform banquet or catering food service

Assessment Criteria Content Conditions Methodologies Assessment

Methods
Serviceware are prepared  General Students/trainees must be  Lectu  Written or
and checked for service provided with the following: re oral
completeness ahead of principles  Workplace Location  Discu examination
time.  Banquet  Practical Work area ssion  Practical
Tables and chairs are set service  First Aid Kit  AV/F test
up in accordance with the  Learning materials ilm viewing
event requirements. (CBLM)  Demo
Food is served according  PPEs nstration
to general service  OH & S requirement  Role
principles. Food is  Manufacturer’s manual play
handled based on food Serving styles
safety procedures.  American Service (Plate
Coordinated service of Service)
meal courses is ensured.  Russian Service (Platter
Assigned areas are kept Service)
clean in accordance with  Buffet Service
enterprise procedures. Sequence of service
Tables are cleared and  Welcoming/greeting of
soiled dishes prepared to guest
be brought for  Seating the guest
dishwashing after the  Taking beverage orders
event or function,
 Presenting the menu
Number of guests being  Taking food orders
served is noted and  Wine service
monitored.  Serving food orders
 Crumbing/brushing table
 Coffee/tea service
 Preparing and presenting
the bill
General service principle
 Never reach in front of
the guest when serving
another
 Do not place dirty,
chipped, cracked
tableware before the guest
 Handle flatware/cutleries
and glassware properly
 Glasses should never be
filled too full
 Glasses are handles by the
base or the stem
 Crumb table when
necessary

LO4.Serve beverage orders

Assessment Criteria Content Conditions Methodologies Assessment

Methods
Beverage orders are  Beverage Students/trainees must be  Lectu  Written or
picked up promptly from techniques provided with the following: re oral
the bar. Beverage orders  Wine service  Workplace Location  Discu examination
are checked for  Beverage  Practical Work area ssion  Practical
presentation and service  First Aid Kit  AV/F test
appropriate garnishes.  Coffee and/or  Learning materials ilm viewing
Beverages are served at tea service (CBLM)  Demo
appropriate times during  PPEs nstration
meal. Beverages are  OH & S requirement  Role
served efficiently  Manufacturer’s manual play
according to established Beverages
standards of service.  Alcoholic beverages
Beverages are served at  Non-alcoholic beverages
the right temperature. (e.g. juices, sodas, coffee,
For full bottle wine tea)
orders, wine is opened Wine service
efficiently with minimal  Presenting the wine
disturbance to the other  Opening wine
guests.  Pouring wine
Wine service is carried
out in accordance with
establishment procedures.
Coffee and/or tea service
is carried out in
accordance with
establishment procedure.

LO5.Process payments and receipts

Assessment Criteria Content Conditions Methodologies Assessment

 Methods
Bills are prepare and  Cash and Students/trainees must be  Lectu  Written or
processed accurately in non-cash provided with the following: re oral
coordination with cashier. payments  Workplace Location  Discu examination
Amount due is verified procedures  Practical Work area ssion  Practical
with customer.  Receipt  First Aid Kit  AV/F test
Cash and non-cash issuance  Learning materials ilm viewing
payments are accepted  Required (CBLM)  Demo
and receipts are issued. documentation  PPEs nstration
Change are given as  OH & S requirement  Role
required. Cash payments play
Required documentation  Payment in notes and
is completed in coins
accordance with  Payment in a foreign
enterprise policy. currency
 Calculating currency
exchange rates
Non-cash payments
 Debit and credit cards
 Checks (Personal,
business, travelers)
 In-house vouchers
 Charges to company
accounts
Receipts issued
 Issuing receipts via cash
register/terminal
 Issuing hand written
receipt
 Complying with legal
requirements of host
country to provide receipt
Required documentation
 Internal documentation
 External agent
documentation

LO6.Conclude food service and close down dining area

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Soiled dishes are  Closing down Students/trainees must be  Lectu  Written or
removed when guests are procedures provided with the following: re oral
finished with the meal.  Workplace Location  Discu examination
 Food scraps are handled  Practical Work area ssion  Practical
in accordance with  First Aid Kit  AV/F test
hygiene regulations and  Learning materials ilm viewing
enterprise procedures. (CBLM)  Demo
Equipment are cleaned  PPEs nstration
and stored in accordance  OH & S requirement  Role
with hygiene regulations play
and enterprise
procedures.
 Tables are cleared, reset
and made ready for the
next sitting when guests
are finished with the
meal.
 Guests are thanked and
given a warm farewell.
 Electrical equipment are
turned off where
appropriate.

LO7.Manage intoxicated persons

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Levels of intoxication  Handling Students/trainees must be  Lectu  Written or
of customers are intoxicated provided with the following: re oral
determined person  Workplace Location  Discu examination
 Difficult situations are  Legislative  Practical Work area ssion  Practical
referred to an requirements  First Aid Kit  AV/F test
appropriate person  Learning materials ilm viewing
 Appropriate (CBLM)  Demo
procedures are applied  PPEs nstration
to the situation and in  OH & S requirement  Role
accordance with  Manufacturer’s manual play
enterprise policy
Legislative
requirements are
applied
 Core Competencies:
Unit of Competency: PROVIDE ROOM SERVICE
Module Title: PROVIDING ROOM SERVICE
Module Descriptor: 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.
Nominal Duration: 50 Hours
Summary of Learning Outcomes:
LO1. Take and process room service orders
LO2. Set up trays and trolleys
LO3. Present and serve food and beverage orders to guests
LO4. Present room service account
LO5. Clear away room service equipment

Details of Learning Outcomes:

LO1. Take and process room service orders

Assessment Criteria Content Conditions Methodologies Assessment

Methods
Telephone call is  Relevant Students/trainees must be  Lectu  Demonstrati
answered promptly and information provided with the following: re on
courteously in  Room service  Workplace Location  Discu  Interviews/
accordance with procedures  Practical Work area ssion Questioning
customer service  Recording  First Aid Kit  Role  Observation
standards. room service  Learning materials play
Guests’ name is orders (CBLM)  Simul
checked and used  PPEs ation
throughout the  OH & S requirement
interaction  Manufacturer’s manual
Details of orders are Relevant information
clarified, repeated and  Name of the guest
checked with guests for  Room number
accuracy Suggestive  Number of persons
selling techniques are  Details food orders
used. Guests are  Time the order was taken
advised of approximate  Time for delivery
time of delivery
Relevant information
are recorded and
checked in accordance
with establishment
policy and procedures
Room service orders
received from doorknob
dockets are interpreted
accurately.
Orders are promptly
transferred and relayed
to appropriate location
for preparation.

LO2. Set up trays and trolleys

Assessment Criteria Content Conditions Methodologies Assessment

Methods
Room service  Room service Students/trainees must be  Lectu  Demonstrati
equipment and supplies equipment provided with the following: re on
are prepared in and supplies  Workplace Location  Discu  Interviews/
 accordance with  Room service
establishment
procedures.
Proper room service
equipment and supplies
are selected and
checked for cleanliness
and condition.
Trays and trolleys are
set up keeping in mind
balance, safety and
attractiveness. Room
service trays or trolleys
are set up according to
the food and beverage
ordered
Orders are checked
before leaving the
kitchen for delivery.
Food items are covered
during transportation to
the room.
 Practical Work area ssion Questioning
trays or  First Aid Kit  Role  Observation
trolleys set up  Learning materials play
(CBLM)  Simul
 PPEs ation
 OH & S requirement
 Manufacturer’s manual
Room service equipment and
supplies
 Trays and trolleys
 Toasters
 Tableware and
appointments
 Warming equipment
 Linen
 Printed materials

LO3.Present and serve food and beverage orders to guests

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 The guest’s name is  Guests’ name Students/trainees must be  Lectu  Demonstrati
verified on the bill and data provided with the following: re on
before announcing the verification  Workplace Location  Discu  Interviews/
staff’s presence  Establishment  Practical Work area ssion Questioning
outside the door. ’s service  First Aid Kit  Role  Observation
 Guests are greeted procedures  Learning materials play
politely in accordance  Room service (CBLM)  Simul
with the with tableware and  PPEs ation
establishment’s appointments  OH & S requirement
service procedures.  Food orders  Manufacturer’s manual
 Guests are asked delivery as Relevant information
where they want the per guest  Name of the guest
tray or trolley request  Room number
positioned. 3.4 Food  Number of persons
orders are delivered  Details food orders
on the time desired by  Time the order was taken
the guest.  Time for delivery

LO4.Present room service account

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Guests’ accounts are  Guests’ Students/trainees must be  Lectu  Demonstrati
checked for accuracy accounts provided with the following: re on
and presented in accuracy  Workplace Location  Discu  Interviews/
accordance with checking  Practical Work area ssion Questioning
establishment procedures  First Aid Kit  Role  Observation
procedures  Cash  Learning materials play
 Cash payments are payments (CBLM)  Simul
acknowledged and process  PPEs ation
 then presented to the  Charge  OH & S requirement
cashier for processing accounts  Manufacturer’s manual
in accordance with procedures Relevant information
establishment  Establishment  Name of the guest
guidelines ’s procedures  Room number
 For charge accounts,  Number of persons
guests are asked to  Details food orders
sign the bills.  Time the order was taken
 Time for delivery

LO5. Clear away room service equipment

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Procedure to take  Procedure to Students/trainees must be  Lectu  Demonstrati
away the tray or take away provided with the following: re on
trolley when the trays and  Workplace Location  Discu  Interviews/
guests have finished trolley  Practical Work area ssion Questioning
their meal is  Floors  First Aid Kit  Role  Observation
explained. checking and  Learning materials play
 Floors are checked clearing (CBLM)  Simul
and cleared in  Establishment  PPEs ation
accordance with policy and  OH & S requirement
establishment policy guidelines  Manufacturer’s manual
and guidelines.  Trays and Relevant information
 Dirty trays are cleared trolleys  Name of the guest
in accordance with the  Room number
establishment’s  Number of persons
procedure.  Details food orders
 Trays and trolleys are  Time the order was taken
cleaned and returned  Time for delivery
to the room service
area.
 Core Competencies:
Unit of Competency: RECEIVE AND HANDLE GUEST CONCERNS
Module Title: RECEIVING AND HANDLING GUEST CONCERNS
Module Descriptor: This unit deals with the knowledge and skills required in receiving and
handling guest complaints.
Nominal Duration: 50 Hours
Summary of Learning Outcomes:
LO1. Listen to the complaint
LO2. Apologize to the guest
LO3. Take proper action on the complaint
LO4. Record complaint

Details of Learning Outcomes:

LO1.Listen to the complaint

Assessment Criteria Content Conditions Methodologies Assessment

 The entire story or issue  Handling
of concern is obtained
from the guest without  Establishment
interruption.
 Details of the guest
complaint or concern are
noted.
 Full attention is given to
the complaining guest.
 Guest complaint is
paraphrased to determine
Methods
Students/trainees must be  Lectur  Practical
guest complaint provided with the e Role play or
following:  Discus Oral
’s standard  Workplace Location sion examination
procedures in  Practical Work area  Role
guest  First Aid Kit play
complaints  Learning materials
(CBLM)
 PPEs
 OH & S requirement
 Manufacturer’s
manual
Guest complaint
 Undelivered promise
 Poor condition of
property
 Dirty property
 Poor service
 Unfriendly personnel
 LO2. Apologize to the guest

Assessment Criteria Content Conditions Methodologies Assessment

Methods
Sincere apology is offered  Sincere Students/trainees must be  Lecture  Practical
for the disservice. apology provided with the  Discuss Role play or
Empathy is shown to the  Empathy for following: ion Oral
guest to show genuine guests  Workplace Location  Role examination
concern and consideration.  Gratitude  Practical Work area play
Excuses or blaming others expression to  First Aid Kit
are avoided. guests  Learning materials
Gratitude is expressed to (CBLM)
the guest for bringing the  PPEs
matter up for attention.  OH & S requirement
 Manufacturer’s
manual
Guest complaint
 Undelivered promise
 Poor condition of
property
 Dirty property
 Poor service
 Unfriendly personnel
Empathy
 Agree truthfully to
minor points
 Express sincere
regret
 Thank the guest for
bringing up the
matter
 Do not take offense
when guest
complains
 Approach with
friendly spirit

LO3.Take proper action on the complaint

Assessment Criteria Content Conditions Methodologies Assessment

Methods
 Appropriate action is  Appropriate Students/trainees must be  Lecture  Practical
taken regarding guest’s action provided with the  Discuss Role play or
concerns.  Difficult following: ion Oral
 The right person or situations/  Workplace Location  Role examination
department who can serious  Practical Work area play
solve the problem is concern  First Aid Kit
informed for proper  Learning materials
action. (CBLM)
 Difficult situations or  PPEs
serious concerns are  OH & S requirement
elevated or referred to  Manufacturer’s
higher authority. manual
Problem is followed-up Guest complaint
to check whether it  Undelivered promise
solved or not  Poor condition of

LO4. Record complaint
Assessment Criteria
 Complaints are documented
according to the
establishment standard
procedures.
 Persons concerned are
recognized and actions taken
are recorded.
 Feedback received from
guests is logged and collated
property
 Dirty property
 Poor service
 Unfriendly personnel
Empathy
 Agree truthfully to
minor points
 Express sincere
regret
 Thank the guest for
bringing up the
matter
 Do not take offense
when guest
complains
 Approach with
friendly spirit
Appropriate actions
 Products
replacements
 Correction
 Addition
 Proper endorsement
Content Conditions Methodologies
 Record guest complaint Students/trainees must be  Lecture
procedure provided with the following:  Discussio
 Workplace Location n
 Practical Work area  Role play
 First Aid Kit
 Learning materials (CBLM)
 PPEs
 OH & S requirement
 Manufacturer’s manual
Guest complaint
 Undelivered promise
 Poor condition of property
 Dirty property
 Poor service
 Unfriendly personnel
Empathy
 Agree truthfully to minor
points
 Express sincere regret
 Thank the guest for
bringing up the matter
 Do not take offense when
guest complains
 Approach with friendly
spirit
Appropriate actions
 Products replacements
 Correction
 Addition
 Proper endorsement