Cbc Food Beverages Services Nc II

SECTOR : TOURISM

BASIC COMPETENCY : COMMUNICATIONS UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

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.

SUGGESTED DURATION : 16 hrs

QUALIFICATION LEVEL : NC II PREREQUISITE : Receive and Respond to workplace Communication. (NCI)

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/ trainees will be able to: LO 1. Obtain and convey workplace information LO 2. Complete relevant work related documents. LO 3. 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:

1. Parts of speech2. Sentence construction3. Effective communication4. Conduct interviews

CONDITIONS:

The students/ trainees must be provided with the following: 1. Writing materials (pen & paper)2. References (books)3. Manuals

METHODOLOGIES:

1. Group discussion2. Interaction3. Lecture4. Reportorial

ASSESSMENT METHOD:

1. Written test2. Practical performance test3. Interview

L03. COMPLETE RELEVANT WORK RELATED DOCUMENTS.


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 are 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:

1. Basic mathematics2. Technical writing3. Types of forms

CONDITIONS:

The students/trainees must be provided with the following: 1. Paper2. Pencils / ball pen3. Reference books4. Manuals

METHODOLOGIES:

1. Group discussion2. Interaction3. Lecture

ASSESSMENT METHOD:

1. Written test2. Practical! Performance test3. Interview

LO2. PARTICIPATE IN WORKPLACE MEETING AND DISCUSSION.


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:

1. Sentence construction2. Technical writing3. Recording information

CONDITIONS:

The students/trainees must be provided with the following:

1. Paper2. Pencils/ball pen3. References (books)4. Manuals

METHODOLOGIES:

1. Group discussions2. Interaction3. Lecture

ASSESSMENT METHOD:

1. Written test2. Practical / performance test3. Interview

BASIC COMPETENCY : 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 relate in a work based environment. SUGGESTED DURATION : QUALIFICATION LEVEL : NCII PREREQUISITE : TEAMWORK (NC I)


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

LO1. Describe and identify team role and responsibility in a team. LO2. Describe work as a team.

LO 1. DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A TEAM.


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:

1. Team role.2. Relationship and responsibilities3. Role and responsibilities with team environment.4. Relationship within a team.

CONDITIONS:

The students/ trainees must be provided with the following: 1. SOP of workplace2. Job procedures3. Client / supplier instructions4. Quality standards5. Organizational or external personnel

METHODOLOGIES:

1. Group discussion/interaction2. Case studies3. Simulation

ASSESSMENT METHODS:

1. Written test2. Observation3. Simulation4. Role playing

LO2. DESCRIBE WORK AS A TEAM MEMBER


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:

1. Communication process2. Team structure / team roles3. Group planning and decision making

CONDITIONS:

The students I trainees must be provided with the following:

1. SOP of workplace2. Job procedures3. Organization or external personnel

METHODOLOGIES:

1. Group discussion/interaction2. Case studies3. Simulation

ASSESSMENT METHOD: 1. Observation of work activities 2. Observation through simulation or role play 3. Case studies and scenarios.

UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM

UNIT CODE : 500311107

MODULE TITLE : PRACTICING CAREER PROFESSIONALISM

MODULE DESCRIPTOR :This module covers the knowledge, skills and attitudes in promoting career growth and advancement.

NOMINAL DURATION :

CERTIFICATE LEVEL : NATIONAL CERTIFICATE LEVEL II

PRE-REQUISITE :


Upon completion of the module, the trainees/ students should be able to

LO 1. Integrate personal objectives with organizational goals

LO 2. Set and meet work priorities

LO 3. Maintain professional growth and development

LO 1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS

ASSESSMENT CRITERIA:1. Pursue personal growth and work plan towards improving qualifications set for

profession2. Maintain intrapersonal and interpersonal relationships in the course of managing

self, based on performance evaluation.3. Commitment to the organization and its goal is demonstrated in the performance

of duties

CONTENTS:1. Code of conduct and code of ethics2. Personal hygiene3. Interpersonal and intrapersonal skills4. Communication skills5. Fundamental rights at work6. Company procedures and standards

CONDITIONS:

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Suppliessimulated laboratory room case studieselectronic learning device prints and mediacomputertelevision and video set

METHODOLOGY: Video presentation Discussion Research

ASSESSMENT METHOD: Interview - oral written Observation

LO 2. SET AND MEET WORK PRIORITIES

ASSESSMENT CRITERIA:1. Completing demands are prioritized to achieve personal, team and organizational

goals and objectives2. Resources are utilized efficiently and effectively to manage with priorities and

commitments3. Practice long economic use and maintenance equipment and facilities are followed

as per established procedures.

CONTENTS:1. Work values and ethics2. Company policies3. Company operating procedures and standards4. Gender and Development5. Personal Hygiene

CONDITIONS:


Tools Equipment Materials/ Suppliesassessment tools for case studies

simulated laboratory room case studies

electronic learning device prints and mediacomputer Workplace/ location

assessmenttelevision and video set

METHODOLOGY: Lecture/ Discussion Research/ project

ASSESSMENT METHOD: Interview - oral Written Portfolio assessment Simulation

LO 3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

ASSESSMENT CRITERIA:1. Trainings and career opportunities are identified and availed of based on job

requirements2. Recognitions are sought/ received and demonstrated as proof of career

advancement3. Obtain and renew licenses and/ or certifications relevant to job and career

CONTENTS:1. Certifications and licenses appreciation2. Participate in training programs3. Awards/ rewards

CONDITIONS:


Materials/ SuppliesCertificates and licensespen and paper

METHODOLOGY: Film viewing Lecture Group Discussion Research Simulated training workshops

ASSESSMENT METHOD: Interview - oral Written Observation

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 OHS awareness.

NOMINAL DURATION :

CERTIFICATE LEVEL : NCII

PREREQUISITE :


Upon completion of this module, the trainee/student must be able to: LO1. Identity hazards and risks LO2. Evaluate hazards and risks LO3. Control hazards and risks

LO4. Maintain occupational health and safety awareness

LO1. IDENTIFY HAZARDS AND RISKS


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:

1. Hazards and risks identification and control2. Organizational safety and health protocol3. Threshold limit value (TLV)4. OHS indicators

CONDITIONS:

The students/ trainees must be provided with the following: 1. Workplace2. PPE3. Learning Guides4. Hand-outs

• Organizational Safety and Health Protocol• OHS Indicators• Threshold Limit Value• Hazards/Risk Identification and Control

5. CD’s, VHS tapes, transparencies METHODOLOGIES:

1. Interactive -lecture2. Simulation3. Symposium4. Group Dynamics

ASSESSMENT METHOD:

1. Situation Analysis2. Interview3. Practical Exam4. Written Exam

LO2. EVALUATE HAZARDS AND RISKS


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:

1. TLV table2. Phil OHS Standards3. Effects of hazards in the workplace4. Ergonomics5. EGG Regulations

CONDITIONS:


1. Hand outs on• Phil. OHS Standards• Effects of hazards in the workplace• Ergonomics• EGG regulations

2. TLV Table3. CD’s, VHS tapes, transparencies

METHODOLOGIES:

1. Interactive -lecture2. Situation Analysis3. Symposium4. Film viewing5. Group Dynamics

ASSESSMENT METHOD: 1. Interview2. Written Exam3. Simulation

LO3. 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:

1. Safety Regulations Clean Air Act Electrical and Fire Safety Code Waste management Disaster Preparedness and Management

2. Contingency Measures and Procedures CONDITIONS:

The students/trainees must be provided with the following 1. Hand outs on

Safety Regulations- Clean Air Act- Electrical and Fire Safety Code- Waste management- Disaster Preparedness and Management

Contingency Measures and Procedures2. OHS Personal Records3. PPE4. CD’s, VHS tapes, transparencies

METHODOLOGIES:

1. Interactive -lecture2. Symposium3. Film Viewing4. Group Dynamics5. Self pace

ASSESSMENT METHOD:

1. Written2. Interview3. Case/Situation Analysis4. Simulation

LO4. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS


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:

1. Operational health and safety procedure, practices and regulations2. Emergency-related drills and training

CONDITIONS:


1. Workplace2. PPE3. OHS personal records4. CD’s, VHS tapes, transparencies5. Health record

METHODOLOGIES:

1. Interactive -lecture2. Simulation3. Symposium4. Film Viewing5. Group Dynamics

ASSESSMENT METHOD:

1. Demonstration2. Interview3. Written Exam4. Portfolio Assessment

UNIT OF COMPETENCY : PERFORM WORKPLACE SAFETY PRACTICES

MODULE TITLE : PERFORMING WORKPLACE SAFETY PRACTICES

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes in following health, safety and security practices. It

includes dealing with emergency situations and maintaining safe personal standard.

NOMINAL DURATION : 5 Hrs.

CERTIFICATE LEVEL : NC II

PRE-REQUISITE :


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

LO 1. Practice workplace safety, security and hygiene systems, processes and operation

LO 2. Responds appropriately to faults, problems and emergency situations

LO 3. 5’s in workplace

LO 4. Environmental protection awareness

LO 1. Practice workplace safety, security and hygiene systems, processes and operation


1. Correct healthy, safety and security procedures are complied in line with the legislation and regulation

2. Correct health, safety and security procedures are followed.

3. Breaches of health, safety and security procedures are identified.

CONTENTS:

• Health, safety and security procedures• Breaches procedures

CONDITIONS:

ManualsHandbook safety and securityReport (sample)

METHODOLOGY:

Self paced/modularDemonstrationSmall group discussionDistance education

ASSESSMENT METHODS

Written/Oral examinationPractical demonstration

LO 2 Responds appropriately to faults, problems and emergency situations .


1. Emergency and potential emergency are recognized and appropriate action are taken2. Emergency procedures are followed in line with enterprise procedures3. Assistance is sought from colleagues to resolve or respond to emergency situation4. Safe personal presentation standard are identified and followed

CONTENTS:

Emergency procedure Personal injuries Fire Electrocution Natural calamity Criminal acts

Safe personal presentation standard

CONDITIONS:

Emergency procedure manualsHandbook safety and securityReport Emergency drills – instruction/guidelines

METHODOLOGY:


ASSESSMENT METHODS


Observation

LO 3. 5’s in workplace


1. Follow the principles of FI-FO2. Set aside everything in its proper place3. Proper labeling of cabinets/shelves4. Sweep floor and dust furniture and fixtures

CONTENTS:

5’s Principles

CONDITIONS:

soft brooms duster organizers labeling materials markers

METHODOLOGY:


ASSESSMENT METHODS


Observation

LO 4 Environmental protection awareness


1. Segregates wastes2. Identify bio-degradable from non-bio-degradable3. Empties trash regularly4. Use environmental friendly materials in waste disposal5. Proper waste disposal

CONTENTS: Waste management Pollution control Effect of pollution Types of pollutants

CONDITIONS: Students must be provided with the following

Modules Reference book Guidelines on waste disposal Flyers/brochures

METHODOLOGY:


ASSESSMENT METHODS


Observation

UNIT OF COMPETENCY : OBSERVE WORKPLACE HYGIENE PROCEDURES

MODULE TITLE : OBSERVING WORKPLACE HYGIEN PROCEDURES

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes In observing workplace hygiene procedures.



PRE-REQUISITE :



LO1 Practice personal grooming and hygiene

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

LO 3 identify and respond to hygienic risk

LO 4 Cleaning and disinfectant

LO1 Practice personal grooming and hygiene


1. Proper hygiene procedures are followed2. Personal grooming and hygiene are practice regularly

CONTENTS:

Hygiene procedures Proper hand washing Regular bathing Appropriate and clean clothing Cleaning and sanitizing procedures Personal hygiene

CONDITIONS:

Proper hygiene procedure manualsSoapSanitizerHygiene products

METHODOLOGY:


ASSESSMENT METHODS


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


Proper handling, storage and disposal of food, beverage, and materials are followed

Proper disposal of waste are hygienically practice regularlyProper cleaning procedures

CONTENTS:

Hygiene procedures Proper food handling and storage Correct work practices Proper waste disposal Personal hygiene Pest control Principles of HACCP

CONDITIONS:

Proper hygiene procedure manualsSoapSanitizerHygiene productsProper food handling and storage manual

METHODOLOGY:


ASSESSMENT METHODS


LO 3 identify and respond to hygienic risk


Potential hygiene risks are identifiedAction to minimize and remove hygiene risk are taken Hygiene risk beyond the control of individual are reported to proper authority

CONTENTS:

Types of hygiene risks Bacteria and contamination Inappropriate food handling Poor work practices Cross contamination Disposal of garbage or potentially contaminated waste

CONDITIONS:


METHODOLOGY:


ASSESSMENT METHODS


LO 4 Cleaning and disinfectant


1. Identify and use proper cleaning materials2. Follow proper cleaning procedures3. Use proper disinfectants

CONTENTS:

Different cleaning materials Cleaning procedures Cleaning Guidelines

CONDITIONS:


METHODOLOGY:


ASSESSMENT METHODS


UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

MODULE TITLE : DEVELOPING AND UPDATE INDUSTRY KNOWLEDGE

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



PRE-REQUISITE :



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

LO2. access , apply and share industry information

LO 3 update continuously relevant industry knowledge

LO1 Identify and access key resources of information on the industry


Sources of information on the industry are correctly identified and accessed Specific information on sector of work is accessed and updated

CONTENTS:

Information sources media reference book libraries union industry association internet personal observation

CONDITIONS:

Proper hygiene procedure manualsinternetpersonal computerreference bookindustry journals

METHODOLOGY:


ASSESSMENT METHODS


LO2. Access , apply and share industry information


Sources of information on the industry are accessed and appliedIndustry information is correctly applied to day-to-day activityInformation to assist effective work performance is obtained

CONTENTS:

Trade unions environmental issues and requirementsIndustrial relations issues and major organizationCareer opportunitiesWork ethic required to work in the industryQuality assurance

CONDITIONS:

Industry journals/manualsinternetpersonal computerreference book

METHODOLOGY:


ASSESSMENT METHODS


LO 3 update continuously relevant industry knowledge


Updated knowledge is shared with customer and colleagues 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:

internetpersonal computer

reference book

METHODOLOGY:


ASSESSMENT METHODS


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 in putting, accessing, producing and transferring data using appropriate hardware and software.

SUGGESTED DURATION:

40 hrs

LEVEL OF QUALIFICATION

: NC II

PREREQUISITE :


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

LO1. Plan and prepare the task to be undertaken

LO2 Input data into the computer

LO3. Access information using computer

LO4. Produce output data using computer system

LO5. Maintain computer equipment and system

LO1: PLAN AND PREPARE THE TASK TO BE UNDERTAKEN


Requirements of the task undertaken are determine and properly understood

Appropriate hardware and software is selected in accordance with the task assigned and required outcome

Planned tasked conformed with the OHS guidelines and procedures

CONTENTS:

Types of computers and basic features of different operating systems Plain parts of a computer Storage devices and basic categories of memory Types of software Computer capacity OHS Guidelines

Computer Capacity

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

LO2: INPUT DATA INTO THE COMPUTER


Entered data into the computer using appropriate program/application is in accordance with company procedures

Accuracy of information is checked in accordance with the standard operating procedures

Information is saved in accordance with the standard operating procedures

Inputted data that are stored in the storage media are in accordance with the requirements

Work is performed within the ergonomic guidelines

CONTENTS:

Standard operating procedures in entering and saving data into the computer

Storage media Ergonomic guidelines

CONDITION:


Equipment and Accessories- personal computer- network system- communication equipment- printer- scanner- keyboard- mouse




LO3: ACCESS INFORMATION USING COMPUTER


Correct program/application is selected based on job requirements

Program/application containing the information required is accessed in accordance with the company procedures

Desktop icons are correctly selected, opened and closed for navigation purposes.

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:






LO4: PRODUCE OUTPUT DATA USING COMMUNICATION SYSTEM


Entered data is processed using appropriate software commands

Printed out data as required using computer hardware/peripheral devices is in accordance with standard operating procedures

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:






LO5: MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS


Cleaning, minor maintenance and replacement of consumables are implemented in accordance with standard operating procedures

Procedures for ensuring security of data including regular back-ups and virus checks are implemented in accordance with standard operating procedures

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:






UNIT OF COMPETENCY : PROVIDE EFFECTIVE CUSTOMER SERVICE

MODULE TITLE : Providing Effective Customer Service

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitude in providing effective customer service.

NOMINAL DURATION : 24 hrs.

CERTIFICATE LEVEL :

PREREQUISITE :


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

LO 1 Apply effective verbal and non-verbal communication skills to respond to customer needs

LO 2 Provide prompt and quality service to customer

LO 3 Handle queries through telephone, fax machine, internet and e-mail

LO 4 Handle customer complaints, evaluation and recommendations

LO 1 Apply effective verbal and non-verbal communication skills to respond to customer needs


1. Standard Operating Procedures (SOP) when greeting the guest were followed2. Information were properly disseminated3. Use interactive communication with others

CONTENTS:

1. Personality development and public relations2. Basic oral communication/ writing memos and letters3. Preparing job documentation

- Following instructions- Filling-out forms

CONDITIONS: Students/Trainees must be provided with the following:

Tools Equipment MaterialsRecorder Video Camera recorder V8 tapeMicrophone Television CDFull-body mirror VHS/DVD Player Make=up kitCompany dress References:

Books, brochures, manuals

Methodology :

Modular (self-pace learning) Electronic Learning Industry Immersion Demonstration Film-viewing

Assessment Method:

Interview (oral/questionnaire) Observation Demonstration of Practical Skills

LO 2 Provide prompt and quality service to customer


1. Customer needs were assessed according to relationships between food and religion, gender, folkways, mores and life-cycle

2. Communication standards in customer service were followed3. Identified opportunities to enhance the quality of services and products were

implemented4. Time management

CONTENTS:

1. Food and culture 2. Exploration of food trends

- Past, present and future trend3. Communication standards in customer service


Tools Equipment MaterialsRecorder Video Camera recorder V8 tapeMicrophone Television CDFull-body mirror VHS/DVD Player Make=up kitCompany dress References:


Methodology :


Assessment Method:


LO 3 Handle queries through telephone, fax machine, internet and e-mail


1. Applied telephone ethics2. Applied correct procedure in using telephone, fax machine and internet3. Daily report is accomplished according to company rules and regulations

CONTENTS:

1. Uses of telephone, fax machine, internet and e-mail2. Telephone and electronic mail ethics3. Procedures in handling queries


Tools Equipment MaterialsRecorder Video Camera recorder V8 tapeMicrophone Television CDFull-body mirror VHS/DVD Player Make=up kitCompany dress Fax machine References:

Computer with printer and internet connection


Methodology :


Assessment Method:


LO 4 Handle customer complaints, evaluation and recommendations


1. Interview skills2. Skills in handling customer complaints3. Guidelines in handling complaints were identified4. Complaints were evaluated and resolved based on its nature, details and degree

of liability

CONTENTS:

1. Guidelines in handling complaints2. Procedures in responding and resolving complaints


Tools Equipment MaterialsRecorder Video Camera recorder V8 tapeMicrophone Television CDFull-body mirror VHS/DVD Player Make=up kitCompany dress Fax machine References:

Computer with printer and internet connection


Methodology :


Assessment Method:


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 liasing between kitchen and service areas, cleaning and clearing food service areas.

SUGGESTED DURATION : hrs

LEVEL OF QUALIFICATION : NC II

PREREQUISITE :



LO 1 Liase between kitchen and service areas

LO 2 Clean and clear food service area

LO 1 Liase between kitchen and service areas


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 standards3. Service ware was checked for chips, marks, spills, and drips4. Plates and/or trays are carried out safely5. Food is transferred and placed promptly at the appropriate service point in

accordance with safety requirements6. Colleagues were advised promptly regarding readiness of items for service7. 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 locationCommunication and interpersonal skillsRoles and responsibilities in the food service team

CONDITION:The trainee / student must be provided with the following:

Table and chairsDinner forkTable clothTable napkinTeaspoonGlasswaresCondimentWater gobletSugar bowl / creamerCup and saucerFlower arrangement (fresh/artificial)Dinner knife AshtrayTrayPlatesLinensService wares

METHODOLOGY:LectureDiscussion

Film viewingDemonstration

ASSESSMENT METHOD: Oral examinationWritten examinationPerformance test

LO 2 Clean and clear food service area


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 presentationLegislation on OH & S and food hygiene


Table and chairsDinner forkTable clothTable napkinTeaspoonGlasswaresCondimentWater gobletSugar bowl / creamerCup and saucerFlower arrangement (fresh/artificial)Dinner knife AshtrayTrayPlatesLinensService wares

METHODOLOGY:LectureDiscussionFilm viewingDemonstration


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.

SUGGESTED DURATION : 80 hrs

LEVEL OF QUALIFICATION : NC II

PREREQUISITE :



LO 1 Prepare dining/restaurant area for service

LO 2 Prepare and set tables

LO 3 Welcome customers

LO 4 Take and process orders

LO 5 Serve and clear food and drinks

LO 6 Close down restaurant/dining area

LO 1 Prepare dining/restaurant area for service


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 clean and without odor

6. No wobbly tables or chairs

7. No damaged time of cutlery

8. Verifies menu variation and daily specials with kitchen staff

CONTENTS:

Preparation of service equipment / utensils and suppliesCleanliness and condition of equipment / utensils and supplies

CONDITIONS:

The trainee/student must be provided with the following:

Tables and chairsGlasswareDinner forkDinner spoonTable clothTable napkinTeaspoonMenu and wine listFlower arrangement (artificial/fresh)Dinner knifeAshtrayTraysPlatesCutleryCrockeryLinenCondimentsCash registerCoffee maker

LO 2 Prepare and set tables

ASSESSMENT CRITERIA1. 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

CONTENT:

Completeness of table set-upBalance and Uniformity of utensils usedOrder of the utensilsEye appealTimeliness


Table and chairsDinner forkTable cloth

Table napkinTeaspoonGlasswaresCondimentWater gobletSugar bowl / creamerCup and saucerFlower arrangement (fresh/artificial)Dinner knife AshtrayTrayPlatesLinensService wares



LO 3 Welcome customers


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. Presented menu and drink lists

CONTENTS:

Welcoming / greeting the guest protocolSteps procedure and rationale in seating the guest

CONDITION:

The trainees / students must be provided with the following:

GuidelinesCompany rules and regulationsSimulated environment

METHODOLOGY

LectureDiscussionDemonstrationVideo presentation

ASSESSMENT METHOD

Return demonstrationObservationOral/written examination

LO 4 Take and process orders


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

CONTENT:

Take food / beverage orderPresent the menu to guests

CONDITION:

The trainee/student must be provided with the following:Menu cardsOrder pad / slipPen

METHODOLOGY:

LectureDiscussionFilm viewingDemonstration

ASSESSMENT METHOD:

Written / Oral test Practical test

LO 5 Serve and clear food and drinks


1. Food and beverage collections were collected promptly from service areas, checked for presentation and conveyed to customers safely2. Flow of service and meal delivery is monitored in accordance with enterprise

procedures3. Delays of deficiencies in service were recognized and followed up promptly based

on enterprise policy4. Food and beverage were served courteously in accordance with establishment

standards and hygiene requirements5. Additional food and beverage were offered and served at the appropriate times6. Tables were cleared of crockery, cutlery and glassware at the appropriate time and

with minimal disruption to customers7. Accounts were organized, presented and processed in accordance with

establishment procedures8. Bid goodbye to guests courteously 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 ordersBussing and cleaning the table

CONDITION:

The trainee/student must be provided with the following:GuidelinesInstructionsHotel & Restaurant rules and regulationTable and chairs TraysCondimentsAshtrays ShakersFlower baseTable napkinsGlasswareAble clothChinawareFlatware

METHODOLOGY:


ASSESSMENT METHOD:

Written / Oral testPractical test

LO 6 Close down restaurant/dining area


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

CONDITION:

The trainee/student must be provided with the following:TraysFlat waresTable clothTable and chairsSide towel Glass wareAshtrayCondimentsFlower base

METHODOLOGY:


ASSESSMENT METHOD:

Written / Oral testPractical 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 :


PRE-REQUISITE :


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

LO 1. Take and process room service orders

LO 2. Set-up trays and trolleys

LO 3. Present room service meals and beverages to guest

LO 4. Present room service accounts

LO 5. Clear room service area

LO 1. TAKE AND PROCESS ROOM SERVICE ORDERS

ASSESSMENT CRITERIA:1. Answer telephone with proper telephone etiquettes2. Check name of customer during interaction3. Clarifies, repeat and checks details accurately4. Uses selling techniques when appropriate5. Advise clients of approximate time of delivery6. Records service orders according to establishment’s standards7. Interprets room service orders received from doorknob dockets8. Promptly transfer orders in appropriate location for preparation

CONTENT:1. Taking room service orders

CONDITIONS:


Tools Equipment Materials/ SuppliesTelephone Pen and paper

GuidelinesInstructions

METHODOLOGY:

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

ASSESSMENT METHOD:

Interview (oral/ questionnaire) Observation Demonstration of Practical Skills Written examination

LO 2 SET-UP TRAYS AND TROLLEYS

ASSESSMENT CRITERIA:1. Prepare food and beverage items in accordance to establishment standards2. Prepare general service equipments according to establishment standards3. Set up trolleys and trays for variety of meals in accordance to set-up presentation

and establishment standards4. Selects and checks equipment and materials for cleanliness and damages5. Food and beverages are promptly collected based on establishment procedures6. Checks orders before leaving the kitchen for delivery

CONTENT:1. Equipment and material selection and set-up

CONDITIONS:


Tools Equipment Materials/ Suppliesbutlers Trolley hand towelscondiments pen and papercutlery beveragesglassware

METHODOLOGY:

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

ASSESSMENT METHOD:


LO 3. 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’ standards3. Consults guest as to where the tray is laid or where to position trolley inside the

room

CONTENT:1. Room service meal delivery and serving

CONDITIONS:


Tools Equipment Materials/ Suppliestrays trolleys linen

toasters glasswarewarming equipment/ lids table appointments

METHODOLOGY:


ASSESSMENT METHOD:


LO 4. PRESENT ROOM SERVICE ACCOUNTS

ASSESSMENT CRITERIA:1. Check guest account accurately2. 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:1. Billing of guest

CONDITIONS:


Tools Equipment Materials/ SuppliesPen and paperCashier’s receiptguidelinesinstructions

METHODOLOGY:


ASSESSMENT METHOD:


LO 5. 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:1. Clean room service area

CONDITIONS:


Tools Equipment Materials/ Suppliestrays trolleys linens

toasters table appointmentswarming equipments glassware

METHODOLOGY:


ASSESSMENT METHOD:


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 cocktails, and sharing in

NOMINAL DURATION :


PRE-REQUISITE :


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

LO 1 Research general information on food and beverage cocktails

LO 2 Share information with customers

LO 1 Research general information on food and beverage cocktails


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 beverageTypes of food and beverageSpecial dietary requirementsSpecial cultural needs


Food and beverage reference booksRecipes and menusInternetTrade shows and exhibitionsFood and cooking demonstrationsMenu card



LO 2 Share information with customers


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


Food and beverage reference booksRecipes and menusInternetTrade shows and exhibitionsFood and cooking demonstrationsMenu card



Cbc Food Beverages Services Nc II

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