TESDA-OP-CO-01-F11

COMPETENCY-BASED
CURRICULUM

Sector:

TOURISM
Qualification:

FOOD AND BEVERAGE SERVICE NC II

TECHNICAL EDUCATION AND SKILLS DEVELOPMENT
AUTHORITY
East Service Road, South Superhighway, Taguig City, Metro Manila
 COURSE DESIGN

COURSE TITLE : FOOD AND BEVERAGE SERVICES NC II

NOMINAL DURATION : 336 hours

COURSE DESCRIPTION :

This course is designed to enhance the knowledge, skills and attitude in providing food
and beverage services to clients, providing link between kitchen and service area, providing
room services, and developing and updating food and beverage knowledge. It covers the
basic, common and core competencies in Food and Beverage Services NC II.

ENTRY REQUIREMENTS :

Trainees or students should possess the following requirements:

 Can communicate basic English both in oral and written

 At least high school graduate
 Physically and mentally fit
 With good moral character
 Can perform basic mathematical computation
 With pleasing personality

COURSE STRUCTURE:

BASIC COMPETENCIES
(18 hours)

UNIT OF NOMINAL
MODULE TITLE LEARNING OUTCOMES
COMPETENCY DURATION
1. Participat 1.1 Participatin 1.1.1 Obtain and convey 4 hours
 UNIT OF NOMINAL
MODULE TITLE LEARNING OUTCOMES
COMPETENCY DURATION
e in workplace g in workplace workplace information
communication communication 1.1.2 Complete relevant work
related documents
1.1.3 Participate in workplace
meeting and discussion
2. Work in a 2.1 Working in 2.1.1 Describe and identify 4 hours
team environment a team team role and
environment
responsibility in a team
2.1.2 Describe work as a team
member
3. Practice 3.1 Practicing 3.1.1 Integrate personal 5 hours
career career objectives with
professionalism professionalism
organizational goals.
3.1.2 Set and meet work
priorities.
3.1.3 Maintain professional
growth and development
4. Practice 4.1 Practicing 4.1.1 Evaluate hazard and 5 hours
occupational occupational risks
health and safety health and safety
4.1.2 Control hazards and risks
4.1.3 Maintain occupational
health and safety
awareness

COMMON COMPETENCIES
(18 hours)

UNIT OF NOMINAL
MODULE TITLE LEARNING OUTCOMES
COMPETENCY DURATION
1. Develop and 1.1 Developing and 1.1.1 Identify and access key 2 hours
update industry update industry sources of information on the
knowledge knowledge industry
1.1.2 Access, apply and share
industry information
1.1.3 Update continuously relevant
 UNIT OF NOMINAL
MODULE TITLE LEARNING OUTCOMES
COMPETENCY DURATION
industry knowledge
2. Observe 2.1 Observing 2.1.1 Practice personal grooming 4 hours
workplace hygiene workplace and hygiene
procedures hygiene 2.1.2 Practice safe and hygienic
procedures 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 undertaken
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 and 4 hours
and safety workplace and security and hygiene systems,
practices 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 5.1.1 Apply effective verbal and non- 4 hours
customer service effective verbal communication skills to
customer service respond to customer need
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 complaints, evaluation
and recommendations

CORE COMPETENCIES
(300 hours)

UNIT OF NOMINAL
MODULE TITLE LEARNING OUTCOMES
COMPETENCY DURATION
1. Provide link 1.1 Providing link 1.1.1. Liaise between kitchen and 40 hours
between kitchen & between kitchen service areas
service areas & service areas 1.1.2 Clean and clear food service
area
2. Provide food and 2.1 Providing food and 2.1.1 Prepare dining/restaurant area 160 hours
beverage service beverage service for service
2.1.2 Prepare and set tables
2.1.3 Welcome customers
 UNIT OF NOMINAL
MODULE TITLE LEARNING OUTCOMES
COMPETENCY DURATION
2.1.4 Take and process orders
2.1.5 Serve and clear food and drinks
2.1.6 Close down restaurant/dining
area
3. Provide room 3.1 Providing room 3.1.1 Take and process room service 90 hours
service service orders
3.1.2 Set-up trays and trolleys
3.1.3 Present room service meals
and beverages to guest
3.1.4 Present room service accounts
3.1.5 Clear room service area
4. Develop & update 4.1 Developing & 4.1.1 Research general information 10 hours
food & beverage update food & on food and beverage cocktails
knowledge beverage 4.1.2 Share information with
knowledge customers
RESOURCES:

TOOLS:
DINNERWARES: CUTLERIES: OTHER ACCESSORIES:
 Dinner plates, 10”  Dinner knives  Salt shakers
 Show/base plates, 12”  Dinner forks  Pepper shakers
 Fish plates, 8”  Salad knives  Pepper mills
 Fish plates, 8”  Salad forks  Rectangular trays
 Dessert plates, 7”  Fish knives  Oval trays
 Cereal plates, 5”  Fish forks  Round trays
 Side plates or bread  Soup spoons  Tooth pick holders
plates, 6”  Dessert spoons  Sugar containers
 Bouillon cups and  Dessert forks  Creamer containers
saucers, 8-12 oz.  Teaspoons  Oil and vinegar
 Teacups and saucers, 6  Demi-tasse spoons containers and holders
2/3 oz.  Long spoons  Sauce boats
 Demi-tasse, 3 1/3 oz.  TOOLS  Menu cards
 Coffee pots, 2 pint  Cocktail forks  Order pads
 Tea pots, 2 pint  Service forks  Pens
 Service spoons  Flower bases
TABLES:  Sauce ladles  Reservation books
 Square tables good for 4  Soup ladles  Water pitchers
persons  Cake servers  Plate covers
 CLOTH  Bill folder/change trays
 54”X54 GLASSWARE:  Ice bucket with tongs
 90”X90”  Red wine glasses
 64”X64”  White wine glasses
 72”X72”  Water goblets
 Side towels

EQUIPMENT: MATERIALS:
 Dining chair  50 cm X 50 cm Table napkin
 Tray stand (optional)  Module
 Waiter station cabinet  Manuals
 Computer  Hand outs
 Printer  VHS/CD/DVD
 Telephone
 Fax Machine
 Calculator
 Multi media
ASSESSMENT METHODS:

 Direct observation
 Practical demonstration
 Oral/written test

COURSE DELIVERY:

 Demonstration
 Self-paced instruction
 Film viewing
 Lecture/discussion
 Simulation
 On- the -Job Training
 Group Discussion
 Lecture/Demonstration

TRAINER'S QUALIFICATION:

 Must have completed a Trainers Training Methodology Course (TM II) or its equivalent
 Must have at least 2 years industry experience
 Must be a holder of a Food and Beverage Servicing NC level II
 Must be of good moral character
 With pleasing personality
 MODULES OF INSTRUCTION

BASIC COMPETENCIES

FOOD AND BEVERAGE SERVICE NC II

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATIONS

MODULE TITLE : PARTICIPATING IN WORKPLACE COMMUNICATIONS

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes
required to obtain, interpret and convey information in
response to workplace requirements.

NOMINAL DURATION : 4 hours

QUALIFICATION LEVEL : NC II

PREREQUISITE : Receive and Respond to Workplace Communication (NCI).

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the students/ trainees must be able to:

LO1. Obtain and convey workplace information

LO2. Complete relevant work related documents.

LO3. Participate in workplace meeting and discussion.

LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION

ASSESSMENT CRITERIA:

1. Specific relevant information is accessed from appropriate sources.

2. Effective questioning and active listening and speaking are used to gather and
convey information.
3. Appropriate medium is used to transfer information and ideas.
4. Appropriate non-verbal communication is used.
5. Appropriate lines of communication with superiors and colleagues are identified
and followed.
6. Defined work procedures for the location and storage of information are used.
7. Personnel interaction is carried out clearly and concisely.

CONTENTS:

 Parts of speech
 Sentence construction
 Effective communication

CONDITIONS: The students/ trainees must be provided with the following:

 Writing materials (pen & paper)

 References (books)
 Manuals

METHODOLOGIES:

 Group discussion/Interaction
 Assignment method
 Competency-based learning materials method

ASSESSMENT METHODS:

 Written test
 Practical performance test
 Interview
LO2. COMPLETE RELEVANT WORK RELATED DOCUMENTS

ASSESSMENT CRTERIA:

1. Ranges of forms relating to conditions of employment are completed accurately

and legibly.
2. Workplace data is recorded on standard workplace forms and documents.
3. Basic mathematical process is used for routine calculations.
4. Errors in recording information on forms. Documents are identified and rectified.
5. Reporting requirements to superior are completed according to enterprise
guidelines.

CONTENTS:

 Basic mathematics
 Technical writing
 Types of forms

CONDITIONS:
The students/trainees must be provided with the following:

 Paper
 Pencils / ball pen
 Reference books
 Manuals

METHODOLOGIES:

 Group discussion/Interaction
 Assignment method
 Competency-based learning materials method

ASSESSMENT METHODS:

 Written test
 Practical! performance test
 Interview
LO3. PARTICIPATE IN WORKPLACE MEETING AND DISCUSSION

ASSESSMENT CRITERIA:

1. Team meetings are attended on time.

2. Own opinions are clearly expressed and those of others are listened to without
interruption.
3. Meeting inputs are consistent with the meeting purpose and establish protocols.
4. Workplace interaction are conducted in a courteous manner appropriate to
cultural background and authority in the enterprise procedures.
5. Questions about simple routine workplace procedures and matters concerning
conditions of employment are asked and responded.
6. Meeting outcomes are interpreted and implemented.

CONTENTS:

 Sentence construction
 Technical writing
 Recording information

CONDITIONS:

The students/trainees must be provided with the following:

 Paper
 Pencils/ball pen
 References (books)
 Manuals

METHODOLOGIES:

 Group discussions/Interaction
 Assignment method
 Competency-based learning materials method

ASSESSMENT METHODS:

 Written test
 Practical / performance test
 Interview
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 in order to relate in a work-based environment.

NOMINAL DURATION : 4 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/ trainees must be able to:

LO1. Describe and identify team role and responsibility in a team.

LO2. Describe work as a team member.

LO1. DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A TEAM

ASSESSMENT CRITERIA:

1. Role and objective of the team is identified.

2. Team parameters, relationships and responsibilities are identified.
3. Individual role and responsibilities within team environment are identified.
4. Roles and responsibilities of other team members are identified and recognized.
5. Reporting relationships within team and external to team are identified.

CONTENTS:

 Team role.
 Relationship and responsibilities
 Role and responsibilities with team environment.
 Relationship within a team.

CONDITIONS:

The students/ trainees must be provided with the following:

 SOP of workplace
 Job procedures
 Client / supplier instructions
 Quality standards
 Organizational or external personnel

METHODOLOGIES:

 Group discussion/interaction
 Case studies
 Simulation

ASSESSMENT METHODS:

 Written test
 Observation
 Simulation
 Role playing
LO2. DESCRIBE WORK AS A TEAM MEMBER

ASSESSMENT CRITERIA:

1. Appropriate forms of communication and interactions are undertaken.

2. Appropriate contributions to complement team activities and objectives were
made.
3. Reporting using standard operating procedures followed.
4. Development of team work plans based from role team were contributed.

CONTENTS:

 Communication process
 Team structure / team roles
 Group planning and decision making

CONDITIONS:

The students I trainees must be provided with the following:

 SOP of workplace
 Job procedures
 Organization or external personnel

METHODOLOGIES:

 Group discussion/interaction
 Case studies
 Simulation

ASSESSMENT METHODS:

 Observation of work activities

 Observation through simulation or role play
 Case studies and scenarios.
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 : 5 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must be able to:

LO1. Integrate personal objectives with organizational goals

LO2. Set and meet work priorities

LO3. Maintain professional growth and development

LO1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS

ASSESSMENT CRITERIA:

1. Personal growth and work plans towards improving the

qualifications set for professionalism are achieved.
2. Intra- and interpersonal relationship in the course of managing
oneself based on performance evaluation is maintained.
3. Commitment to the organization and its goal is demonstrated in the
performance of duties.
4. Practice of appropriate personal hygiene is observed.
5. Job targets within key result areas are attained.

CONTENTS:

 Personal Development-Social Aspects: Intra and Interpersonal Development

 Organizational Goals
 Personal Hygiene and Practices
 Code of Ethics

CONDITIONS:

The students/ trainees must be provided with the following:

 Workplace
 Code of Ethics
 Organizational Goals
 Hand outs and PD-Social Aspects
 CD’s, VHS tapes, transparencies

METHODOLOGIES:

 Group discussion/interaction
 Simulation
 Demonstration/practical hands-on exercises
 Competency-based learning materials method

ASSESSMENT METHODS:

 Role play
 Interview
 Written examination
LO2. SET AND MEET WORK PRIORITIES

ASSESSMENT CRITERIA:

1. Competing demands to achieve personal, team and organizational goals and

objectives are prioritized.
2. Resources are utilized efficiently and effectively to manage work priorities and
commitments.
3. Practices and economic use and maintenance of equipment and facilities are
followed as per established procedures.
4. Job targets within key result areas are attained.

CONTENTS:

 Organizational KRAs
 Work Values and Ethical Standards
 Company policies on the use and maintenance of equipment

CONDITIONS:

The students/ trainees must be provided with the following

 Organizational KRA
 Work values and ethics
 Company policies and standards
 Sample job targets
 Learning Guides
 CD’s, VHS tapes, transparencies

METHODOLOGIES:

 Group discussion/interaction
 Structured activity
 Demonstration/practical hands-on exercises
 Competency-based learning materials method

ASSESSMENT METHODS:

 Role play
 Interview
 Written examination
LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

ASSESSMENT CRITERIA:

1. Training and career opportunities relevant to the job requirements are

identified and availed.
2. Licenses and/or certifications according to the requirements of the
qualifications are acquired and maintained
3. Fundamental rights at work including gender sensitivity are
manifested/observed
4. Training and career opportunities based on the requirements of industry
are completed and updated.

CONTENTS:

 Qualification Standards
 Gender and Development (GAD) Sensitivity
 Professionalism in the Workplace
 List of Professional Licenses

CONDITIONS:

The students/ trainees must be provided with the following:

 Quality Standards
 GAD handouts
 CD’s, VHS tapes on Professionalism in the Workplace
 Professional Licenses samples

METHODOLOGIES:

 Group discussion/interaction
 Film viewing
 Role play/simulation

ASSESSMENT METHODS:

 Demonstration
 Interview
 Written examination
 Portfolio assessment
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 OH & S awareness.

NOMINAL DURATION : 5 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must be able to:

.
LO1. Evaluate hazards and risks
LO2. Control hazards and risks
LO3. Maintain occupational health and safety awareness
LO1. IDENTIFY HAZARDS AND RISKS

ASSESSMENT CRITERIA:

1. Workplace hazards and risks are identified and clearly explained.

2. Hazards/Risks and its corresponding indicators are identified in with the
company procedures.
3. Contingency measures are recognized and established in accordance with
organizational procedures.

CONTENTS:

 Hazards and risks identification and control

 Organizational safety and health protocol
 Threshold limit value (TLV)
 OHS indicators

CONDITIONS:

The students/ trainees must be provided with the following:

 Workplace
 PPE
 Learning Guides
 Handouts
 Organizational Safety and Health Protocol
 OHS Indicators
 Threshold Limit Value
 Hazards/Risk Identification and Control
 CD’s, VHS tapes, transparencies

METHODOLOGIES:

 Group discussion/interaction
 Simulation
 Symposium
 Group dynamics

ASSESSMENT METHODS:

 Situation analysis
 Interview
 Practical examination
 Written examination
LO1. EVALUATE HAZARDS AND RISKS

ASSESSMENT CRITERIA:

1. Terms of maximum tolerable limits are identified based on threshold limit

values (TLV)
2. Effects of hazards are determined.
3. OHS issues and concerns are identified in accordance with workplace
requirements and relevant workplace OHS legislation.

CONTENTS:

 TLV table
 Phil OHS Standards
 Effects of hazards in the workplace
 Ergonomics
 Employees Compensation Commission (ECC) regulations

CONDITIONS:

The students/trainees must be provided with the following

 Handout on
- Phil. OHS Standards
- Effects of hazards in the workplace
- Ergonomics
- ECC regulations
 TLV Table
 CD’s, VHS tapes, transparencies

METHODOLOGIES:

 Group discussion/interaction
 Situation analysis
 Symposium
 Film viewing
 Group dynamics

ASSESSMENT METHODS:

 Interview
 Written examination
 Simulation
LO2. CONTROL HAZARDS AND RISKS

ASSESSMENT CRITERIA:

1. OHS procedures for controlling hazards and risk are strictly followed.
2. Procedures in dealing with workplace accidents, fire and emergencies are
followed in accordance with the organization’s OHS policies.
3. Personal protective equipment is correctly used in accordance with
organization’s OHS procedures and practices.
4. Procedures in providing appropriate assistance in the event of workplace
emergencies are identified in line with the established organizational protocol.

CONTENTS:

 Safety Regulations
 Clean Air Act
 Electrical and Fire Safety Code
 Waste management
 Disaster Preparedness and Management
 Contingency Measures and Procedures

CONDITIONS:

The students/trainees must be provided with the following:

 Handouts on
- Safety Regulations
- Clean Air Act
- Electrical and Fire Safety Code
- Waste management
- Disaster Preparedness and Management
- Contingency Measures and Procedures
- OHS Personal Records
 PPE
 CD’s, VHS tapes, transparencies

METHODOLOGIES:

 Group discussion/interaction
 Symposium
 Film viewing
 Group dynamics
 Self pace

ASSESSMENT METHODS:

 Written
 Interview
 Case/situation analysis
 Simulation
LO3. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS

ASSESSMENT CRITERIA:

1. Procedures in emergency related drill are strictly followed in line

with the established organization guidelines and procedures.
2. OHS personal records are filled up in accordance with workplace
requirements.
3. PPE are maintained in line with organization guidelines and
procedures.

CONTENTS:

 Operational health and safety procedure, practices and regulations

 Emergency-related drills and training

CONDITIONS:

The students/trainees must be provided with the following:

 Workplace
 PPE
 OHS personal records
 CD’s, VHS tapes, transparencies
 Health record

METHODOLOGIES:

 Group discussion/interaction
 Simulation
 Symposium
 Film viewing
 Group dynamics

ASSESSMENT METHODS:

 Demonstration
 Interview
 Written examination
 Portfolio assessment
MODULES OF INSTRUCTION

COMMON COMPETENCIES

FOOD AND BEVERAGE SERVICE NC II

UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

MODULE TITLE : DEVELOPING AND UPDATING INDUSTRY KNOWLEDGE

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes
required to access, increase and update industry knowledge.

NOMINAL DURATION : 2 hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainees/students must be able to:

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

LO2. Access, apply and share industry information

LO3. Update continuously relevant industry knowledge

LO1. IDENTIFY AND ACCESS KEY RESOURCES OF INFORMATION ON THE
INDUSTRY

ASSESSMENT CRITERIA:

1. Sources of information on the industry are correctly identified and accessed.

2. Specific information on sector of work is accessed and updated.

CONTENTS:

 Information sources
- Media
- Reference book
- Libraries
- Union
- Industry association
- Internet
- Personal observation

CONDITIONS:

The students/trainees must be provided with the following

 Proper hygiene procedure manuals

 Internet
 Personal computer
 Reference book
 Industry journals

METHODOLOGIES:

 Self paced/modular
 Demonstration
 Small group discussion
 Distance education

ASSESSMENT METHODS

 Written/oral examination
 Practical demonstration
LO2. ACCESS, APPLY AND SHARE INDUSTRY INFORMATION

ASSESSMENT CRITERIA:

1. Sources of information on the industry are accessed and applied

2. Industry information is correctly applied to day-to-day activity
3. Information to assist effective work performance is obtained

CONTENTS:

 Trade unions environmental issues and requirements

 Industrial relations issues and major organization
 Career opportunities
 Work ethic required to work in the industry
 Quality assurance

CONDITIONS:

The students/trainees must be provided with the following

 Industry journals/manuals
 Internet
 Personal computer
 Reference book

METHODOLOGIES:

 Self paced/modular
 Demonstration
 Small group discussion
 Distance education

ASSESSMENT METHODS

 Written/oral examination
 Practical demonstration
LO3. UPDATE CONTINUOUSLY RELEVANT INDUSTRY KNOWLEDGE

ASSESSMENT CRITERIA:

1. Updated knowledge is shared with customer and colleagues

2. Formal and informal research is use to update general knowledge of the industry

CONTENTS:

 Information sources
- Media
- Libraries/reference book
- Union/industry association
- Internet
 Legislation that affects the industry

CONDITIONS:

The students/trainees must be provided with the following

 Internet
 Personal computer
 Reference book

METHODOLOGIES:

 Self paced/modular
 Demonstration
 Small group discussion
 Distance education

ASSESSMENT METHODS

 Written/oral examination
 Practical demonstration
UNIT OF COMPETENCY : OBSERVE WORKPLACE HYGIENIC PROCEDURES

MODULE TITLE : OBSERVING WORKPLACE HYGIENIC PROCEDURES

MODULE DESCRIPTOR : This module deals with the knowledge, skills and attitudes in
observing workplace hygienic procedures. It also includes
following hygienic procedures and identifying and preventing
hygienic risks.

NOMINAL DURATION : 4 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must be able to:

LO1. Practice personal grooming and hygiene

LO2. Practice safe and hygienic handling, storage and disposal of food, beverage and
materials.
LO1. PRACTICE PERSONAL GROOMING AND HYGIENE

ASSESSMENT CRITERIA:

1. Workplace hygienic procedures are implemented in line with enterprise and

legal requirements.
2. Handling and storage of items are undertaken in line with enterprise and legal
requirements.

CONTENTS:

 Personal grooming and hygiene.

 Typical hygienic and control procedures in the hospitality and tourism industries.
 Overview of legislation and regulation in relation to food handling, personal and
general hygiene.

CONDITIONS:

Students/trainees must be provided with the following:

 Sources of information on the industry.

 Industry knowledge.

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Interview/questioning.
 Practical demonstration.
 Portfolio of industry information related to trainee’s work.
LO2. PRACTICE SAFE AND HYGIENIC HANDLING, STORAGE AND DISPOSAL OF
FOOD, STORAGE AND DISPOSAL OF FOOD, BEVERAGE AND MATERIALS
ASSESSMENT CRITERIA:

1. Potential hygienic risks are identified in line with enterprise procedures.

2. Action to minimize and remove risks is taken within scope of individual
responsibility of enterprise / legal requirements.
3. Hygienic risks beyond control of individual staff members are reported to the
appropriate person for follow up.

CONTENTS:

 Knowledge on factors which contribute to workplace hygiene problems.

 General hazards in handling of food, linen and laundry and garbage, including
major causes of contamination and cross-infection.
 Sources of and reasons for food poisoning.
 Hygienic risks, minimizing or removing.

CONDITIONS:

Students/trainees must be provided with the following:

 Sources of information on the industry.

 Industry knowledge.

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Written examination
 Practical examination
UNIT OF COMPETENCY : PERFORM COMPUTER OPERATIONS

MODULE TITLE : PERFORMING COMPUTER OPERATIONS

MODULE DESCRIPTION : This module covers the knowledge, skills and attitudes
needed to perform computer operations. This includes
inputting, accessing, producing and transferring data using
appropriate hardware and software.

SUGGESTED DURATION : 4 hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the students/trainees must be able to:

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

LO1. IDENTIFY AND EXPLAIN THE FUNCTIONS, GENERAL FEATURES AND
CAPABILITIES OF BOTH HARDWARE AND SOFTWARE

ASSESSMENT CRITERIA:
1. General features of the computer are explained according to sequence of
operation.
2. Functions of computer hardware and software are identified and explained.
3. Types of peripheral devices are identified.
4. Connections between computer and peripheral devices are explained.

CONTENTS:
 Main types of computers and basic features of different operating systems
 Main parts of a computer
 Storage devices and basic categories of memory
 Types of software
 Peripheral devices

CONDITION:
The trainees/students must be provided with the following:
 Equipment and accessories
- Personal computer
- Network system
- Communication equipment
- Printer
- Scanner
- Keyboard
- Mouse
 Supplies and materials
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
- Set of screw driver
 Learning materials
- Learning elements/activity sheets
- Manufacturer’s manual

METHODOLOGIES:
 Self-paced/modular
 Demonstration
 Small group discussion
 Distance education

ASSESSMENT METHODS:
 Written/oral examination
 Practical demonstration
 interview
LO2. PREPARE AND USE APPROPRIATE HARDWARE AND SOFTWARE
ACCORDING TO TASK REQUIREMENT

ASSESSMENT CRITERIA:

1. Requirements of task are determined.

2. Prepared and used hardware components correctly and according to task
requirement.
3. Task is planned to ensure OH & S guidelines and procedures are followed.

CONTENTS:

 Basic ergonomics of keyboard and computer use

 Standard operating procedures in entering and saving data
into the computer
 Storage media
 Ergonomic guidelines

CONDITION:
The trainees/students must be provided with the following:
 Equipment and accessories
- Personal computer
Network system
- Communication equipment
- Printer
- Scanner
- Keyboard
- Mouse
 Supplies and materials
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
- Set of screw driver
 Learning materials
- Learning elements/activity sheets
- Manufacturer’s manual

METHODOLOGIES:

 Self-paced/modular
 Demonstration
 Small group discussion
 Distance education

ASSESSMENT METHODS:
 Written/oral examination
 Practical demonstration
 interview
LO3. USE APPROPRIATE DEVICES AND PROCEDURES TO TRANSFER FILES/DATA

ASSESSMENT CRITERIA:

1. Correct program/application is selected based on job requirements

2. Program/application containing the information required is accessed in
accordance with the company procedures
3. Desktop icons are correctly selected, opened and closed for navigation purposes.
4. Keyboard techniques is carried out in line with OHS requirements for safe use of
keyboards

CONTENTS:

 Procedures/techniques in accessing Information

 Desktop Icons
 Keyboard techniques based on OHS requirements

CONDITION:
The trainees/students must be provided with the following:
 Equipment and accessories
- Personal computer
- Network system
- Communication equipment
- Printer
- Scanner
- Keyboard
- Mouse
 Supplies and materials
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
- Set of screw driver
 Learning materials
- Learning elements/activity sheets
- Manufacturer’s manual

METHODOLOGIES:
 Self-paced/modular
 Demonstration
 Small group discussion
 Distance education

ASSESSMENT METHODS

 Written/oral examination
 Practical demonstration
 interview
LO4. PRODUCE ACCURATE AND COMPLETE DATA ACCORDING TO THE
REQUIREMENTS

ASSESSMENT CRITERIA:

1. Entered data is processed using appropriate software commands

2. Printed out data as required using computer hardware/peripheral devices is in
accordance with standard operating procedures
3. Transferred files/data between compatible systems using computer software,
hardware/peripheral devises is in accordance with standard operating procedures

CONTENTS:
 Software commands
 Operation and use of peripheral devices
 Procedures in transferring files/data

CONDITION:
The trainees/students must be provided with the following:
 Equipment and accessories
- Personal computer
- Network system
- Communication equipment
- Printer
- Scanner
- Keyboard
- Mouse
 Supplies and materials
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
- Set of screw driver
 Learning materials
- Learning elements/activity sheets
- Manufacturer’s manual

METHODOLOGIES:
 Self-paced/modular
 Demonstration
 Small group discussion
 Distance education

ASSESSMENT METHODS
 Written/oral examination
 Practical demonstration
 interview
LO5. MAINTAIN COMPUTER SYSTEM

ASSESSMENT CRITERIA:
1. Cleaning, minor maintenance and replacement of consumables are implemented
in accordance with standard operating procedures
2. Procedures for ensuring security of data including regular back-ups and virus
checks are implemented in accordance with standard operating procedures
3. Basic file maintenance procedures are implemented in line with the standard
operating procedures

CONTENTS:
 Cleaning, Minor Maintenance and Replacements of Consumables
 Creating More Space in the Hard Disk
 Reviewing Programs
 Deleting Unwanted Files
 Checking Hard Disk for Errors
 Viruses and Up to Date Anti-Virus Programs

CONDITION:
The trainees/students must be provided with the following:
 Equipment and accessories
- Personal computer
- Network system
- Communication equipment
- Printer
- Scanner
- Keyboard
- Mouse
 Supplies and materials
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
- Set of screw driver
 Learning materials
- Learning elements/activity sheets
- Manufacturer’s manual

METHODOLOGIES:
 Self-paced/modular
 Demonstration
 Small group discussion

ASSESSMENT METHODS
 Written/oral examination
 Practical demonstration
 interview
UNIT OF COMPETENCY : PERFORM WORKPLACE AND SAFETY PRACTICES

MODULE TITLE : PERFORMING WORKPLACE AND SAFETY PRACTICES

MODULE DESCRIPTOR : This module covers performing workplace and safety

practices also in dealing with emergency situations.

NOMINAL DURATION : 4 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must be able to:

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.

LO1. PRACTICE WORKPLACE SAFETY, SECURITY AND HYGIENE SYSTEMS

ASSESSMENT CRITERIA:

1. Workplace procedures for health, safety and security are identified and clearly
explained.
2. Hazards and control are identified in line with workplace procedures.
3. Safe work techniques in regard with the used of devices and equipment are
recognized and established.
4. Practice of 5S is understood and applied in workplace.

CONTENTS:

 Correct health, safety and security practices in line with workplace procedures.
 Safe and proper work techniques in using devices and equipment
 Hazard identification and control
 Security of documents, cash, equipment and people.
 5S

CONDITIONS:

Students/trainees must be provided with the following:

 Sample workplace equipment and devices.

 Hand-outs / printed materials of safety manuals
 Film / video clips

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Practical demonstration
 Role-playing/ simulation
 Dramatization / fire drill
LO2. RESPOND APPROPRIATELY TO FAULTS, PROBLEMS AND EMERGENCY
SITUATIONS IN LINE WITH ENTERPRISE GUIDELINES

ASSESSMENT CRITERIA:

1. Emergency situations are recognized and appropriate actions are taken.

2. Emergency procedures are followed in line with workplace procedures.
3. Details of emergency situations are reported in line with workplace
procedures.

CONTENTS:

 Types / kinds of emergency.

 Emergency procedure – recognition, action and prevention.
 First aid procedures.

CONDITIONS:

Students/trainees must be provided with the following:

 Hands-out
 Film / video clips
 First aid kit.

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Practical demonstration
 Role-playing/ simulation
 Dramatization / fire drill
LO3. MAINTAIN SAFE PERSONAL PRESENTATION STANDARDS

ASSESSMENT CRITERION:

1. Safe personal standards are identified and followed in line with workplace.

CONTENTS:

 Use of PPE
 Safe and proper posture.

CONDITIONS:

Students/trainees must be provided with the following:

 Hands-out
 Film / video clips

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Practical demonstration
 Role-playing/ simulation
 Dramatization / fire drill
UNIT OF COMPETENCY : PROVIDE EFFECTIVE CUSTOMER SERVICES

MODULE TITLE : PROVIDING EFFECTIVE CUSTOMER SERVICES

MODULE DESCRIPTOR :
This module deals with the knowledge, skills and attitudes in
providing effective customer services. It includes greeting
customers, identifying customer needs, delivering service to
customers, handling queries through telephone, fax machine,
Internet, e-mail, SMS and handling complaints evaluation
and recommendations.

NOMINAL DURATION : 4 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must be able to:

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 complaints, evaluation and recommendations

LO1. APPLY EFFECTIVE VERBAL AND NON-VERBAL COPMMUNICATIONS
SKILLS TO RESOPOND TO CUSTOMER NEEDS

ASSESSMENT CRITERIA:

1. Proper greeting of customer is specified according to standard procedure of

workplace.
2. Verbal and non-verbal communication are identified and appropriated to the
situation.
3. Non-verbal communication is observed carefully.
4. Cultural and social differences is understood and demonstrated.

CONTENTS:

 Components of communication, communication process and barriers of

communication.
 Verbal and non-verbal communication.
 Body language, gestures, facial expressions, mannerisms.
 Customs and traditions of different races.
 Modes of greeting and fare welling according to cultural and social differences.

CONDITIONS:

Students/trainees must be provided with the following:

 Hands-out
 Flowchart / diagram
 Film / video clips

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Practical demonstration
 Role-playing/ simulation
LO2. PROVIDE PROMPT AND QUALITY SERVICE TO CUSTOMER

ASSESSMENT CRITERIA:

1. Interpersonal skills are used to accurately identify the needs of the customer.
2. Urgency of needs should be assessed and identified.
3. Proper information and details provided to the customer.
4. Limitation in addressing needs is recognized and identified.

CONTENTS:

 Enhancement of interpersonal and listening skills.

 Good working attitude and pleasant approach.
 Public relations skills.

CONDITIONS:

Students/trainees must be provided with the following:

 Hands-out
 Film / video clips

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Practical demonstration
 Role-playing/ simulation
LO3. HANDLE QUERIES PROMPTLY AND CORRECTLY IN LINE WITH
ENTERPRISE PROCEDURES

ASSESSMENT CRITERIA:

1. Customer needs are promptly attended in line with workplace procedures and
regulations.
2. Appropriate relation is maintained with customer to meet high quality service
delivery.
3. Enhancement of quality of service is taken whenever possible.

CONTENTS:

 Modes of greeting and farewell.

 Proper addressing of needs of persons. (by gender, age, status, physical
condition)
 Style manual requirement.
 Standard letters and proformas.

CONDITIONS:

Students/trainees must be provided with the following:

 Hands-out
 Film / video clips

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Practical demonstration
 Role-playing/ simulation
LO4. HANDLE COMPLAINTS, EVALUATION AND RECOMMENDATIONS

ASSESSMENT CRITERIA:

1. Guests are politely greeted.

2. Complaint is resolved with responsibility.
3. Nature and details of complaint are established.
4. Action is taken appropriately to resolve the complaint to meet customer
satisfaction.
5. Evaluation and recommendations are acted upon with sincerity to ensure high
quality standards.

CONTENTS:

 Proper way of answering complaints in line with workplace procedures.

 Nature and details of complaints.
 Industry/ workplace procedures in giving evaluation and recommendations.

CONDITIONS:

Students/trainees must be provided with the following:

 Hands-out
 Film / video clips
 Sample complaint/evaluation and recommendation sheet from industry.

METHODOLOGIES:

 Lecture/ demonstration
 Self-paced instruction
 Group discussion
 Film showing

ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Practical demonstration
 Role-playing/ simulation
MODULES OF INSTRUCTION

CORE COMPETENCIES

FOOD AND BEVERAGE SERVICE NC II

UNIT OF COMPETENCY : PROVIDE A LINK BETWEEN KITCHEN AND SERVICE
AREA

MODULE TITLE : PROVIDING A LINK BETWEEN KITCHEN AND SERVICE

AREA

MODULE DESCRIPTION : This module deals with knowledge, skills and attitude in
monitoring kitchen and service areas, cleaning and clearing
food service areas.

NOMINAL DURATION : 40 hours

SUMMARY OF LEARNING OUTCOMES:

At the completion of the module the trainees/students should be able to:

LO1. Liase between kitchen and service areas

LO2. Clean and clear food service area

LO1. LIASE BETWEEN KITCHEN AND SERVICE AREAS

ASSESSMENT CRITERIA:

1. Kitchen service points were attended to and monitored to ensure prompt pick up
for food items based on establishment policy
2. Quality of food was checked in accordance with establishment standards
3. Service wares were checked for chips, marks, spills, and drips
4. Plates and/or trays are carried out safely
5. Food is transferred and placed promptly at the appropriate service point in
accordance with safety requirements
6. Colleagues were advised promptly regarding readiness of items for service
7. Traditional items required from the kitchen were identified through monitoring of
service areas and consultation with other service colleagues

CONTENTS:

 Workflow structures within a food and beverage service location

 Communication and interpersonal skills
 Roles and responsibilities in the food service team

CONDITIONS:

The trainee / student must be provided with the following:

 Table and chairs  Cup and saucer

 Dinner fork  Flower arrangement
 Table cloth (fresh/artificial)
 Table napkin  Dinner knife
 Teaspoon  Ashtray
 Glasswares  Tray
 Condiment  Plates
 Water goblet  Linens
 Sugar bowl / creamer  Service wares

METHODOLOGIES:

 Lecture
 Discussion
 Film viewing
 Demonstration

ASSESSMENT METHODS:

 Oral examination
 Written examination
 Performance test
LO2. CLEAN AND CLEAR FOOD SERVICE AREA

ASSESSMENT CRITERIA:

1. Used items were properly removed from service areas and safely transferred to
the appropriate location for cleaning
2. Leftover food and disposables are disposed of in accordance with hygiene
regulations

CONTENTS:

 Hygienic and appropriate personal presentation

 Legislation on OH & S and food hygiene

CONDITIONS:

The trainee / student must be provided with the following:

 Table and chairs  Cup and saucer

 Dinner fork  Flower arrangement
 Table cloth (fresh/artificial)
 Table napkin  Dinner knife
 Teaspoon  Ashtray
 Glasswares  Tray
 Condiment  Plates
 Water goblet  Linens
 Sugar bowl / creamer  Service wares

METHODOLOGIES:

 Lecture
 Discussion
 Film viewing
 Demonstration

ASSESSMENT METHODS:

 Oral examination
 Written examination
 Performance test
UNIT OF COMPETENCY : PROVIDE FOOD AND BEVERAGE SERVICE

MODULE TITLE : PROVIDING FOOD AND BEVERAGE SERVICE

MODULE DESCRIPTION :
This module deals with knowledge, skills and attitude in
preparing dining/restaurant area for service, preparing and
setting tables, welcoming customers, taking and processing
orders, serving and clearing food and drinks, closing down
restaurant/dining area.

NOMINAL DURATION : 160 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

At the completion of the module the trainees/students should be able to:

LO1 Prepare dining/restaurant area for service

LO2 Prepare and set tables

LO3 Welcome customers

LO4 Take and process orders

LO5 Serve and clear food and drinks

LO6 Close down restaurant/dining area

LO1. PREPARE DINING/RESTAURANT AREA FOR SERVICE

ASSESSMENT CRITERIA:

1. Table appointment is prepared before setting the table

2. All pre-set equipment / utensils must be immaculately clean sanitized with
sanitizing detergent
3. Sanitized equipment / utensils are wiped dry and free from spots or water marks
4. Linen in fresh, clean and without spots on stains and not wrinkled
5. Place mat are cleaned and without odor
6. Tables and chairs are checked
7. Cutleries are checked
8. menu variation and daily specials are verified with kitchen staff

CONTENTS:

 Preparation of service equipment / utensils and supplies

 Cleanliness and condition of equipment / utensils and supplies

CONDITIONS:

The trainee/student must be provided with the following:

 Tables and chairs  Dinner knife

 Glassware  Ashtray
 Dinner fork  Trays
 Dinner spoon  Plates
 Table cloth  Cutlery
 Table napkin  Crockery
 Teaspoon  Linen
 Menu and wine list  Condiments
 Flower arrangement  Cash register
(artificial/fresh)  Coffee maker
LO2. PREPARE AND SET TABLES

ASSESSMENT CRITERIA:

1. Standard of Table Set-Up

A. Completeness:
- All needed utensils are set up the table prior to serving orders. Coffee tea
must go with sugar and milk / creamer
- Place mat is set up when the table is not covered with table cloth. It is a
placed at the center of the cover.
- Require condiments as stated in the event order are available and properly
installed before the start of the function.
- Client requirements as stated in the event order are available and properly
installed before the start of the function
- If – pre – set up is made, the additional cutlery are completed prior to serving
orders
B. Balance and Uniformity:
- Even spacing between chairs and cover.
- Cutlery are space at least ½ inch from the edge of the table
- Same utensils is set up for the same order
- Cutlery are aligned properly with the same distance from the edge of the table
C. Order:
- All service utensils are placed on the appropriate side of the cover.
- The glasses cups, savers, spoon, knife and cocktail fork are on the right side
- Fork and side dishes are on the left side
- Folded paper napkin on the left side under the fork
- Water glass is set on the right side about an inch on top of the knife
- Required condiments as well as flower base are placed at the center of the
table.
- The cutlery are arranged in proper sequence following the order by which they
will be served
D. Eye Appeal
- Presidential and buffet table are skirted for banquet functions
- Appropriate color combination are used
- No eye sore is seen in the dining area
- Appropriate center piece and other desert are provided for
E. Time Lines:
- Set – up is completed on time at least thirty minutes prior to start the
operation on banquet functions

CONTENTS:

 Completeness of table set-up

 Balance and Uniformity of utensils used
 Order of the utensils
 Eye appeal
 Timeliness
CONDITIONS:

The trainee / student must be provided with the following:

 Table and chairs  Cup and saucer

 Dinner fork  Flower arrangement
 Table cloth (fresh/artificial)
 Table napkin  Dinner knife
 Teaspoon  Ashtray
 Glasswares  Tray
 Condiment  Plates
 Water goblet  Linens
 Sugar bowl / creamer  Service wares

METHODOLOGIES:

 Lecture
 Discussion
 Film viewing
 Demonstration

ASSESSMENT METHODS:

 Oral examination
 Written examination
 Performance test
LO3. WELCOME CUSTOMERS

ASSESSMENT CRITERIA:

1. Lead the customer towards the table

2. Walk a little a head of customer when escorting
3. Endorsed them to the captain or waiter and assist them in getting seated
according to table allocation
4. Captain or waiter pulled the chair for the lady and assist her in getting seated
5. Present menu and drink lists

CONTENTS:

 Welcoming / greeting the guest protocol

 Steps procedure and rationale in seating the guest

CONDITIONS:

The trainees / students must be provided with the following:

 Guidelines
 Company rules and regulations
 Simulated environment

METHODOLOGIES:

 Lecture
 Discussion
 Demonstration
 Video presentation

ASSESSMENT METHODS:

 Return demonstration
 Observation
 Oral/written examination
LO4. TAKE AND PROCESS ORDERS

ASSESSMENT CRITERIA:

1. Orders are taken and recorded accurately with minimal disruption to customers
2. Recommendations and suggestions are made to assist customers with drink and
meal selections
3. Customer questions on menu items are answered correctly and courteously in
accordance with enterprise policy
4. Information about any special requests, dietary or cultural requirements are
relayed accurately to kitchen where appropriate
5. Ordering systems were operated correctly in accordance with establishment
procedures
6. Glassware, service ware and cutlery suitable for menu choices are provided and
adjusted in accordance with establishment procedures

CONTENTS:

 Take food / beverage order

 Present the menu to guests

CONDITIONS:

The trainee/student must be provided with the following:

 Menu cards
 Order pad / slip
 Pen

METHODOLOGIES:

 Lecture
 Discussion
 Film viewing
 Demonstration

ASSESSMENT METHODS:

 Written / Oral test

 Practical test
LO5. SERVE AND CLEAR FOOD AND DRINKS

ASSESSMENT CRITERIA:

1. Food and beverage collections were collected promptly from service areas,
checked for presentation and conveyed to customers safely
2. Flow of service and meal delivery is monitored in accordance with enterprise
procedures
3. Delays of deficiencies in service were recognized and followed up promptly
based on enterprise policy
4. Food and beverage were served courteously in accordance with establishment
standards and hygiene requirements
5. Additional food and beverage were offered and served at the appropriate times
6. Tables were cleared of crockery, cutlery and glassware at the appropriate time
and with minimal disruption to customers
7. Accounts were organized, presented and processed in accordance with
establishment procedures
8. Guests were bid goodbye from the restaurant/dining area and table
appointments are re-set

CONTENTS:
 Sequence table serving ( a la carte, la carte fine dining with wine service)
 Safety practices and precautionary measures in serving guest orders
 Bussing and cleaning the table

CONDITIONS:

The trainee/student must be provided with the following:

 Guidelines 
 Instructions  Shakers
 Hotel & Restaurant rules and  Flower base
regulation  Table napkins
 Table and chairs  Glassware
 Trays  Able cloth
 Condiments  Chinaware
 Ashtrays  Flatware

METHODOLOGIES:

 Lecture
 Discussion
 Film viewing
 Demonstration

ASSESSMENT METHOS:

 Written / oral test

 Practical test
LO6. CLOSE DOWN RESTAURANT/DINING AREA

ASSESSMENT CRITERIA:

1. Equipment were stored and/or prepared for the next service in accordance with
establishment procedures
2. Restaurant/dining area was cleared, cleaned or dismantled in accordance with
establishment procedures and safety requirements
3. Re-set tables correctly for the next service in accordance with procedures and
requirements
4. Services was reviewed and evaluated with colleagues identifying possible
improvements

CONTENTS:

 Procedures in re-setting tables

 Safety practices in resetting the table

CONDITIONS:

The trainee/student must be provided with the following:

 Trays
 Flat wares
 Table cloth
 Table and chairs
 Side towel
 Glass wares
 Ashtray
 Condiments
 Flower base

METHODOLOGIES:

 Lecture
 Discussion
 Film viewing
 Demonstration

ASSESSMENT METHODS:

 Written / oral test

 Practical test
UNIT OF COMPETENCY : PROVIDE ROOM SERVICE

MODULE TITLE : PROVIDING ROOM SERVICE

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitude
required in providing room service in commercial
accommodation establishments.

NOMINAL DURATION : 90 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/ student must be able to:

LO1. Take and process room service orders

LO2. Set-up trays and trolleys

LO3. Present room service meals and beverages to guest

LO4. Present room service accounts

LO5. Clear room service area

LO1. TAKE AND PROCESS ROOM SERVICE ORDERS

ASSESSMENT CRITERIA:

1. Answer telephone with proper telephone etiquettes

2. Check name of customer during interaction
3. Clarifies, repeat and checks details accurately
4. Uses selling techniques when appropriate
5. Advise clients of approximate time of delivery
6. Records service orders according to establishment’s standards
7. Interprets room service orders received from doorknob dockets
8. Promptly transfer orders in appropriate location for preparation

CONTENT:

 Taking room service orders

CONDITIONS:

Student/ trainee must be provided with the following:

Equipment Materials/ Supplies

 Telephone  Pen and paper
 Guidelines

METHODOLOGIES:

 Modular (self-paced)
 Electronic learning
 Industry Immersion
 Film viewing
 Demonstration
 Discussion

ASSESSMENT METHODS:

 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination
LO2. SET-UP TRAYS AND TROLLEYS

ASSESSMENT CRITERIA:

1. Prepare food and beverage items in accordance to establishment standards

2. Prepare general service equipments according to establishment standards
3. Set up trolleys and trays for variety of meals in accordance to set-up presentation
and establishment standards
4. Selects and checks equipment and materials for cleanliness and damages
5. Food and beverages are promptly collected based on establishment procedures
6. Checks orders before leaving the kitchen for delivery

CONTENTS:

 Equipment and material selection and set-up

CONDITIONS:

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

 butlers  Trolley  hand towels
 condiments  pen and paper
 cutlery  beverages
 glassware

METHODOLOGIES:

 Modular (self-paced)
 Industry Immersion
 Film viewing
 Demonstration
 Discussion

ASSESSMENT METHODS:

 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination
LO3. PRESENTS ROOM SERVICE MEALS AND BEVERAGES TO GUESTS

ASSESSMENT CRITERIA:

1. Knocks guest’s room courteously

2. Greets guest upon entry of the room in accordance to establishment’ standards
3. Consults guest as to where the tray is laid or where to position trolley inside the
room

CONTENT:

 Room service meal delivery and serving

CONDITIONS:

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

 trays  Trolleys  Linen
 Toasters  Glassware
 Warming  Table
equipment/ lids appointments

METHODOLOGIES:

 Modular (self-paced)
 Industry Immersion
 Film viewing
 Demonstration
 Discussion

ASSESSMENT METHODS:

 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination
LO4. PRESENT ROOM SERVICE ACCOUNTS

ASSESSMENT CRITERIA:

1. Check guest account accurately

2. Presents account in accordance to establishments’ procedures
3. Presents cash payment to cashier for processing in accordance to
establishments’ guidelines
4. Presents charge accounts to guest for signing based on establishments’
procedures

CONTENT:

 Billing of guest

CONDITIONS:

Student/ trainee must be provided with the following:

 Materials/ Supplies
- Pen and paper
- Cashier’s receipt
- guidelines
- instructions

METHODOLOGIES:

 Modular (self-paced)
 Industry Immersion
 Film viewing
 Demonstration
 Discussion

ASSESSMENT METHODS:

 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination
LO5. CLEAR ROOM SERVICE AREA

ASSESSMENT CRITERIA:

1. Checks and clear floors in accordance with establishment’s policy and guidelines
2. Returns trays and trolleys to the room service in accordance to company
procedures
3. Re-stocks food and beverage and equipments in accordance to establishment’s
policy

CONTENT:

 Clean room service area

CONDITIONS:

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

 trays  Trolleys  Linen
 Toasters  Glassware
 Warming  Table
equipment appointments

METHODOLOGIES:

 Modular (self-paced)
 Industry Immersion
 Film viewing
 Demonstration
 Discussion

ASSESSMENT METHODS:

 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination
UNIT OF COMPETENCY : DEVELOP AND UPDATE FOOD AND BEVERAGE
KNOWLEDGE

MODULE TITLE : DEVELOPING AND UPDATING FOOD AND BEVERAGE

KNOWLEDGE

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitude
required in researching general information on food and
beverage, and sharing information to customers.

NOMINAL DURATION : 10 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/ student must be able to:

LO1. Research general information on food and beverage cocktails

LO2. Share information with customers

LO1. RESEARCH GENERAL INFORMATION ON FOOD AND BEVERAGE
COCKTAILS

ASSESSMENT CRITERIA:

1. Required information was identified based on daily activities associated with the
job
2. Suitable sources were identified based on the required information on food and
beverage
3. Current knowledge of food and beverage were offered and recommended when
appropriate
4. Responded courteously and correctly to customer questions on menus and drink
lists

CONTENTS:

 Past and current trend in food and beverage

 Types of food and beverage
- Special dietary requirements
- Special cultural needs

CONDITIONS:

The trainee / student must be provided with the following:

 Food and beverage reference books

 Recipes and menus
 Internet
 Trade shows and exhibitions
 Food and cooking demonstrations
 Menu card

METHODOLOGIES:

 Lecture
 Discussion
 Film viewing
 Demonstration

ASSESSMENT METHODS:

 Oral examination
 Written examination
 Performance test
LO2. SHARE INFORMATION WITH CUSTOMERS

ASSESSMENT CRITERIA:

1. Assistance to customers on selection of food and beverage items was provided

base on enterprise policy
2. Suitable combinations of food and beverages were offered and recommended
when appropriate
3. Responded courteously and correctly to customer questions on menus and drink
lists

CONTENTS:

 Appropriate combinations of food and beverage based on the following:

- Customer preferences
- Traditional combinations of foods and beverages
- Special dietary requirements
- Special cultural needs
 National/local Act related to service of food and beverage

CONDITIONS:

The trainee / student must be provided with the following:

 Food and beverage reference books

 Recipes and menus
 Internet
 Trade shows and exhibitions
 Food and cooking demonstrations
 Menu card

METHODOLOGIES:

 Lecture
 Discussion
 Film viewing
 Demonstration

ASSESSMENT METHODS:

 Oral examination
 Written examination
 Performance test