lo3. take food and beverage orders

CURRICULUMPOLO On-site Training for OFWs

Food and Beverage Service NC II

TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY (TESDA)

East Service Road, South Luzon Expressway, Taguig City, Metro Manila, Philippines

CURRICULUM DESIGN FORFOOD AND BEVERAGE SERVICES NC II (TRSFBS213)

FOOD AND BEVERAGE SERVICES NC IIThe FOOD AND BEVERAGE SERVICES NC II consists of competencies that a person must

achieve to provide food and beverage service to guests in various food and beverage service facilities.

The Units of Competency comprising this qualification includes the following:

TRS512387 Prepare the dining room/restaurant area for service

TRS512388 Welcome guests and take food and beverage orders

TRS512389 Promote food and beverage products

TRS512390 Provide food and beverage services to guests

TRS512391 Provide room service

TRS512392 Receive and handle guest concerns

A person who has achieved this Qualification is competent to be:

Waiter Food and Beverage Service Attendant

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ENHANCED COURSE DESIGNEnhanced Course Outlinebased on TESDA Training Regulations for Food and Beverage Service NC II *N

OM

INAL

DU

RATI

ON

SuggestedTraining Methods CERTIFICATION

1. Prepare the dining room/ restaurant area for service

Take table reservation Prepare service stations and

equipment Set-up tables in the dining area Set the mood/ambiance of the

dining area

64 Lecture-Discussion

Demonstration Role-Play Audio-visual

presentations Visual aids

(photos, drawings)

Food and Beverage Service NC II(TRSFBS213)

Prepare the dining room/restaurant area for service (TRS512387)

Welcome guests and take food and beverage orders (TRS51238)

Promote food and beverage products ((TRS51239)

Provide food and beverage services to guests (TRS51240)

2. Welcome guests and take food and beverage orders

Welcome and greet guests Seat the guest Take food and beverage orders Liaise between kitchen and

service


Demonstration Role-Play

3. Promote food and beverage products

Know the product Undertake suggestive selling Carry out upselling strategies


Role-Play

Provide room service Receive and handle guest

concerns

4. Provide food and beverage services to guests

Serve food orders Assist the diners Perform banquet or catering

food service Serve beverage orders Process payments and

receipts Conclude food service and

close down dining area Manage intoxicated person


AV/Film viewing Demonstration Role-Play

Provide room service Take and process room service

orders Set up trays and trolleys Present and serve food and

beverage orders to guests Present room service account


Demonstration Role-Play

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Clear away room service equipment

Receive and handle guest concerns

Listen to the complaint Apologize to the guest Take proper action on the

complaint Record complaint


Role-Play

* Nominal Duration: is the suggested duration of the training which approximates the time that an average learner can acquire the competency.

TRAINING DELIVERY

The delivery of training should adhere to the design of the curriculum. Delivery should be guided by the principles of competency-based training.

a) Course outline is based on competency standards/training regulations; b) Training delivery is learner-centered and should accommodate individualized and self-

paced learning strategies;c) Training can be done on an actual workplace setting or on a simulated workplace; d) Assessment is based in the collection of evidence of the performance of work;e) Assessment of competency takes the trainee’s knowledge and attitude into account but

requires evidence of actual performance of the competency as the primary source of evidence;

f) Training program allows for recognition of prior learning (RPL) or current competencies; and

g) Training completion is based on satisfactory performance of all specified competencies indicated in the progress chart.

TRAINEE ENTRY REQUIREMENTS

Trainees or students should possess the following requirements:• Can communicate in Basic English either oral or written;• Can perform basic mathematical computation

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RECOMMENDED LIST OF TOOLS, SUPPLIES AND MATERIALS FOR TEN (10) TRAINEES

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Quantity Unit DescriptionGLASSWARE

2 pcs Water goblets4 pcs high ball/Collin glasses4 pcs red and white wine glasses1 pc sparkling wines2 pcs champagne glasses1 pcs double lever cork screw

DINING ROOM FURNITURE’S1 unit Service Station1 pc Square Tabe4 pcs Dining room chairs

LINENS2 pcs Square table cloth2 pcs Service napkin (12” x 12”) / Hand towels

Cleaning cloth (good morning towels2 pcs top cloth

DINNER WARE1 pc Cover / show plate (12” in diameter)2 pcs Bread and butter plate (6” in diameter)2 pcs soup plate with w/salad plates, fish plates

and dinner platesSILVERWARE

4 pcs Dinner knives4 pcs Dinner forks4 pcs Bread and butter knives4 pcs fish fork4 pcs Fish Knives4 pcs Soup spoon4 pcs Teaspoon4 pcs Dessert spoon

OTHER MISE-EN-PLACE1 pc Bar tray1 pc Service tray1 pc Stainless pitcher1 pc Flower vase1 pc Salt and pepper shaker

TRAINING FACILITIESBased on a class intake of 25 students/trainees. It may vary depending on the number of students/trainee

Space Requirement Size in Meters Area in Sq. Meters Total Area in Sq. Meters

Student/Trainee Working Space 1 x 1 m. 1 sq. m. 25 sq. m

Lecture/Demo Room (8 x 5 m.)x2 (40sq.m.)x2 (40 sq. m).x2

Laboratory 8 x 5 m. 40 sq. m. 40 sq. m.Learning Resource Center 3 x 5 m. 15 sq. m. 15 sq. m.Facilities/Equipment/ Circulation Area 36 sq. m.

Total workshop area: 156 sq. m. +40sq.m.

TRAINER’S QUALIFICATIONS Trainers shall be required to be certified to the National Certificate for which qualification they

will train. TESDA shall provide an online training on Plan Training Session and Facilitate Learning Sessions to the potential trainers.1

Minimum requirements:➢ Holder of a National Certificate in the Qualification s/he will teach; and➢ Has completed the following units of Trainer’s Methodology Level I:

I. Plan Training Sessions; • Identifying learner’s training requirements• Prepare session plan• Prepare instructional materials• Prepare assessment instruments (Institutional)• Organize learning and teaching resources; and

II. Facilitate Learning Sessions • Prepare training facilities /resources• Conduct pre-assessment• Facilitate training session • Conduct competency assessment• Review delivery of training session

1 (The training modules corresponding to the above units of Trainer’s Methodology can be accessed through the TESDA-NITESD website.)

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MEASUREMENT OF ACHIEVEMENT OF COMPETENCY Practical demonstration with oral questioning

RECOMMENDATIONS FOR ASSESSMENT AND CERTIFICATION1. Prior to competency assessment for Food and Beverage Service NC II, please

accomplish the Self-Assessment Guide (SAG) to determine readiness for assessment

2. Submit accomplished SAG to POLO staff in- charge for advice

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COMPETENCY-BASED CURRICULUM

FOOD AND BEVERAGE SERVICE NC II

TRS512387 Prepare the dining room/restaurant area for service

TRS512388 Welcome guests and take food and beverage orders

TRS512389 Promote food and beverage products

TRS512390 Provide food and beverage services to guests

TRS512391 Provide room service

TRS512392 Receive and handle guest concerns

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UNIT OF COMPETENCY : PREPARE THE DINING ROOM/RESTAURANT FOR SERVICE

UNIT CODE : TRS512387

MODULE TITLE : PREPARING THE DINING ROOM/RESTAURANT FOR SERVICE

MODULE DESCRIPTION : This module covers the knowledge and skills required in the preparation of the dining room /restaurant area before the start of the service operations. It involves opening duties or the dining room mise-en-place prior to service.

NOMINAL DURATION : 62 hours

SUMMARY OF LEARNING OUTCOMES: At the completion of the module the trainees/students should be able to:

LO1 Take table reservationsLO2 Prepare service station and equipmentLO3 Set up tables in the dining areaLO4 Set the mood/ambiance of the dining area

LO1. TAKE TABLE RESERVATIONSASSESSMENT CRITERIA:

1. Inquiries are answered based on food enterprise’s standards.2. Pertinent questions are asked to complete the details of the reservations.3. Reservations data are recorded based on enterprise standards.4. Details of the reservations are confirmed with the party making the reservation.5. Additional information about the foodservice enterprise is provided

CONTENTS:Dealing with clients How to take table reservations

- Telephone- Internet (web site, email)- Walk-in

Telephone CourtesyRecording of reservations and communicating information to people concernedDaily menu

METHODOLOGIES:Lecture-discussionDemonstrationRole play

ASSESSMENT METHODS: Simulation / practical testOral questioning

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Written exam

LO2. PREPARE SERVICE STATIONS AND EQUIPMENT

ASSESSMENT CRITERIA:1. Supplies are made available at service or waiter’s stations.2. Tableware and dining room equipment are cleaned according to food enterprise

standards.3. Tent cards and similar special displays are put up for promotion as per marketing

requirements.4. Cleanliness of tables, tableware and dining room equipment are checked as per food

enterprise standards.5. Water pitchers and ice buckets are filled as per service requirements.6. Electrical appliances in the dining area are turned on and kept ready.7. Condiments and sauce bottles are refilled and the necks and tops of the bottles are

wiped clean and dry.

CONTENTS: Station mise-en-place

o Cleaning procedure of tablewareo Cleaning of dining room equipment

Opening duties of foodservice staff

METHODOLOGIES: Lecture-discussion Demonstration with return demo

ASSESSMENT METHODS: Simulation / practical test Oral questioning Written exam

LO3. SET UP THE TABLES IN THE DINING AREA

ASSESSMENT CRITERIA:1. Table cloths are laid according to food enterprise standards.2. Tables are set according to cover and predetermined menu. 3. Tableware and glassware are cleaned and set up according to food enterprise

standards.4. Cloth napkins are folded according to napkin folding style.5. Buffet or display tables are skirted in accordance to standard table set up.6. Tables are set up according to event and functions requirements.

CONTENTS: Tableware identification

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- Dinnerware- Flatware/Silverware- Beverageware/Glassware- Holloware

Clothing tables Setting the table (General principles in laying covers) Types of table Napkin folding styles How to set up banquets (including skirting)

METHODOLOGIES: Lecture-discussion Demonstration with return demo Film showing Visual aids like photos, lay outs, floor plans and drawings

ASSESSMENT METHODS: Simulation / practical test Oral questioning Written exam

LO4. SET THE MOOD/AMBIANCE OF THE DINING AREA

ASSESSMENT CRITERIA:1. Lights are adjusted according to diners’ preference.2. Tables, chairs and other dining room furniture are arranged to ensure comfort and

convenience of the guests.3. Music is played according to event requirements.4. Floors/carpets are cleaned according to food enterprise standards. 5. Air-condition or cooling units are adjusted for guests’ comfort. 6. Decorations are set-up according to theme or events.

CONTENTS: Elements of setting the ambiance of the dining area Dining procedures in setting the mood and ambiance of the dining area Lighting adjustment Operating audio visual equipment Cleaning procedures on floors/carpet Temperature setting Music vs events Decorations vs events

METHODOLOGY: Lecture-discussion Demonstration with return demo Film showing Visual aids like photos, lay outs, floor plans and drawings

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ASSESSMENT METHODS: Written or oral test Simulation/practical test Oral questioning

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UNIT OF COMPETENCY : WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS UNIT CODE : TRS512388

MODULE TITLE : WELCOMING GUESTS AND TAKING FOOD AND BEVERAGE ORDERS

MODULE DESCRIPTION : This module deals with the knowledge and skills required in providing pre-meal services to the dining guests as soon as they arrive in the foodservice facility. It covers the dining room or restaurant service procedures before the food and beverage orders are served.


SUMMARY OF LEARNING OUTCOMES: At the completion of the module the trainees/students should be able to:

LO 1 Welcome and greet guestsLO 2 Seat the guestsLO 3 Take food and beverage ordersLO 4 Liaise between kitchen and dining area

LO1. WELCOME AND GREET GUESTS

ASSESSMENT CRITERIA:1. Guests are greeted according to enterprise welcome procedures.2. Details of reservations are checked based on enterprise standard policy.

CONTENTS: Welcoming and greeting procedures Communication skills


ASSESSMENT METHODS: Oral questioning Simulation Practical test with oral questioning

LO2. SEAT THE GUESTS

ASSESSMENT CRITERIA:1. Guests are escorted and seated according to table assignment.

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2. Tables are utilized according to number of guests’.3. Guests are seated evenly to control the traffic flow in the dining area.4. Cloth napkins are opened according to procedure requirements.5. Water is served according to the standards of the foodservice facility.

CONTENTS: How to seat guests Where to seat guests (controlling traffic flow of guests) Opening napkins for guests Procedure in serving water


ASSESSMENT METHODS: Oral questioning Simulation Practical test with oral questioning

LO3. TAKE FOOD AND BEVERAGE ORDERS

ASSESSMENT CRITERIA:1. Menu is presented to guest according to enterprise standard practice.2. Information about house specials is provided in clear explanations and descriptions.3. Orders are taken in accordance with the enterprise standard procedures.4. Orders are repeated back to the guests to confirm items.5. Recommendations and suggestions are made to assist customers with drink and

meal selections.6. Customer questions on menu items are answered according to established standard

practice.7. Special requests and requirements are noted accurately.8. Tableware and cutlery for the menu choices are adjusted in accordance with

enterprise procedures.

CONTENTS: Types of Menu Menu Familiarization Presenting the menu Taking food and beverage orders Suggestive selling

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Providing advice on food Providing advice on wine

METHODOLOGIES: Lecture-discussion Demonstration Role play

ASSESSMENT METHODS: Simulation/practical test with oral questioning Oral or written test

LO4. LIAISE BETWEEN THE KITCHEN AND THE DINING AREAASSESSMENT CRITERIA

1. Orders are placed and sent to the kitchen in accordance with enterprise procedure.2. Quality of food is checked in accordance with enterprise standards.3. Tableware is checked for chips, marks, cleanliness, spills, and drips.4. Plates and/or trays are carried out safely.5. Readiness of items for service in accordance with enterprise procedure.6. Special requests, dietary or cultural requirements are relayed as to guests’

preference.7. Work technologies are observed according to enterprise standard policy and

procedures.

CONTENTS: Liaising between the kitchen and the dining area (Interdepartmental communication) Teamwork Types of food establishment work technology



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UNIT OF COMPETENCY : PROVIDE FOOD AND BEVERAGE SERVICE TO GUEST


MODULE TITLE : PROVIDING FOOD AND BEVERAGE SERVICE

MODULE DESCRIPTION : This module deals with the knowledge and skills required in the provision of food and beverage service to guests in various types of dining venues and diverse styles of service.


SUMMARY OF LEARNING OUTCOMES:

At the completion of the module the trainees/students should be able to:LO1 Serve food ordersLO2 Assist the dinersLO3 Perform banquet or catering food serviceLO4 Serve beverage ordersLO5 Conclude food service and close down dining area

LO1. SERVE FOOD ORDERS

ASSESSMENT CRITERIA:1. Food orders are picked up and checked according to enterprise standard.2. Foods are served according to table assignment in accordance with enterprise

standards and hygiene requirements.3. Food orders are served according to diners’ preferred serving styles.4. Dish is described to the guest(s) according to its components and nutritive value.5. Sequence of service and meal delivery is monitored in accordance with enterprise

procedures.

CONTENTS: Sequence of Service Types of Tableware Foodservice Styles Menu Components Nutritional Value Food Service Procedures Serving Techniques Food Safety Principles

METHODOLOGIES:

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Lecture-discussion AV presentation/film viewing Demonstration Role play


LO2. ASSIST THE DINERSASSESSMENT CRITERIA:

1. Additional food and beverage are offered and served according to order.2. Condiments and tableware are provided based on the food order.3. Delays in service are followed up based on enterprise policy.4. Water, bread, and butter are replenished according to food enterprise policy.5. Attention and care are given to diner(s) with special needs.

CONTENTS: Assisting the Guests During Meals Serving Diners with Special Needs Condiments Tableware Complimentary Foods Guests With Special Needs

METHODOLOGIES: Lecture-discussion AV presentation/film viewing Demonstration Role play


LO3. PERFORM BANQUET OR CATERING FOOD SERVICEASSESSMENT CRITERIA:

1. Banquet service ware are prepared and checked according to food enterprise policy.2. Tables and chairs are set up as per instructions of the Banquet Captain or as per

event order form.3. Table linens are laid out in accordance with food enterprise procedures.4. Food is handled and served according to food enterprise policy.5. Coordinated service of meal courses is ensured according to food enterprise policy.6. Assigned areas are kept clean in accordance with food enterprise standards.7. Tables are cleared according to food enterprise procedures.

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8. Dishes are stacked for dishwashing according to food enterprise procedures.9. Banquet and catering food service is documented according to food enterprise

procedures.

CONTENTS: Banquet Function/On or Off Premise Catering Duties and Responsibilities Of Banquet Service Staff Banquet Event Order Food Safety Food Enterprise Standards, Procedures and Policies

METHODOLOGIES: Lecture-discussion AV presentation/film viewing Demonstration Role play


LO4. SERVE BEVERAGE ORDERS

ASSESSMENT CRITERIA:1. Beverage orders are picked up using standard service tray.2. Beverage orders are checked for presentation and appropriate garnishes.3. Beverage garnishes are checked in accordance with food enterprise standards.4. Beverages are served according to enterprise standards of service.5. Beverages are served at the right temperature.6. Wine is opened according to food enterprise procedures.7. Wine service is carried out in accordance with food enterprise procedures.8. Beverages are served with accompaniments following food enterprise standards.

CONTENTS: Types of beverage/glassware (review) Beverage service Garnishes for Beverages Wine Service How to open wine bottles

METHODOLOGIES: Lecture-discussion Demonstration Audio visual presentation/film viewing Role play

ASSESSMENT METHODS:

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Simulation/practical test with oral questioning Oral or written test

LO5. CONCLUDE FOOD SERVICE AND CLOSE DOWN DINING AREAASSESSMENT CRITERIA:

1. Soiled dishes are removed according to enterprise standards of service. 2. Billings are presented to the diners according to food enterprise billing procedure. 3. Payment is acknowledged as soon as it is received.4. Tables are cleared and reset according to food enterprise procedure.5. Closing down activities is performed according to food enterprise procedure.

CONTENTS: Clearing the Table Re-setting the Table Presenting the Bill Bidding the Diner Good bye

METHODOLOGIES: Lecture-discussion Demonstration Audio visual presentation/film viewing Role play


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UNIT OF COMPETENCY : PROVIDE ROOM SERVICE

UNITCODE : TRS512391

MODULE TITLE : PROVIDING ROOM SERVICE

MODULE DESCRIPTOR : This module deals with the knowledge and skills required in the provision of food and beverage service particularly in the guest room of a commercial accommodation enterprise.


SUMMARY OF LEARNING OUTCOMES:Upon completion of this module, the trainee/ student must be able to:

LO1. Take and process room service ordersLO2 Set-up trays and trolleysLO3 Present and serve food and beverage orders to guestsLO4 Present room service accountLO5 Clear away room service equipment

LO1. TAKE AND PROCESS ROOM SERVICE ORDERSASSESSMENT CRITERIA:

1. Telephone call is answered in accordance with customer service standards.2. Guest’s name is checked according to enterprise standards.3. Details of order are clarified, repeated, checked and recorded according to

enterprise procedures.4. Suggestive selling techniques are used according to enterprise standard.5. Guests are advised of approximate time of delivery.6. Doorknob dockets are interpreted in accordance to enterprise standards.7. Orders are relayed for preparation following food enterprise procedure.

CONTENT: Taking Room Service Orders

a. Telephoneb. Doorknob Docketsc. Suggestive Selling Techniques



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LO2. SET-UP TRAYS AND TROLLEYSASSESSMENT CRITERIA:

1. Room service equipment and supplies are prepared in accordance with enterprise procedures.

2. Room service equipment and supplies are selected and checked for cleanliness and condition.

3. Trays and trolleys are set up according to food enterprise standard.4. Room service trays or trolleys are set up according to the food and beverage

ordered.5. Orders are checked before leaving the kitchen for delivery. 6. Food items are covered during transportation to the room.7. Food orders must be delivered on the time desired by the guest

CONTENTS: Equipment and Material Selection Trolley Set Up Setting Room Equipment and Supplies Setting Room Service Trays or Trolleys

METHODOLOGIES:Lecture-discussionDemonstrationRole play


LO3. PRESENT AND SERVE FOOD AND BEVERAGE ORDERS TO GUESTSASSESSMENT CRITERIA:

1. Room service delivery is performed following room service standard procedure.2. Guests are greeted politely in accordance with the with enterprise service

procedures.3. Food orders are set up according to diners’ preference.

CONTENT: Room Service Meal Delivery and Serving Room Service Standard Procedures


ASSESSMENT METHODS

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Simulation/practical test with oral questioning Oral or written test

LO4. PRESENT ROOM SERVICE ACCOUNTASSESSMENT CRITERIA:

1. Guests’ accounts are checked for accuracy and presented in accordance with enterprise procedures.

2. Cash payments are presented to the cashier for processing in accordance with enterprise guidelines.

3. For charge accounts, guests are asked to sign the bill.

CONTENT: Presenting the Bill Types of Payment

o Casho Chargeo Credit Cardo Cheque

Processing Payments



LO5. CLEAR AWAY ROOM SERVICE EQUIPMENT

ASSESSMENT CRITERIA:1. Tray and trolley are cleared following food enterprise procedure.2. Floors are checked and cleared in accordance with food enterprise policy and

guidelines.3. Trays and trolleys are cleaned and returned to the room service area following food

enterprise procedure.

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CONTENT: Clearing Room Service Equipment Cleaning Room Service Equipment Cleaning Floor Area



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UNIT OF COMPETENCY : RECEIVE AND HANDLE GUEST CONCERNS


MODULE TITLE : RECEIVING AND HANDLING GUEST CONCERNS

MODULE DESCRIPTOR : This module deals with the knowledge and skills required in receiving and handling guest complaints/concerns. NOMINAL DURATION : 16 hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/ student must be able to:LO1. Listen to the complaint/concernLO2 Apologize to the guestLO3 Take proper action on the complaint/concernLO4 Record complaint

LO1. LISTEN TO THE COMPLAINT/CONCERNASSESSMENT CRITERIA

1. Information about the complaint/concern is gathered and noted following enterprise procedures.

2. Attention is given to the complainant following enterprise policy.3. Guests’ complaint/concern is analyzed and evaluated in accordance with enterprise

policy.

CONTENTS: Listening skills Summarizing information Handling complaints/concerns

METHODOLOGIES: Lecture-discussion Role play


LO2. APOLOGIZE TO THE GUEST

ASSESSMENT CRITERIA:1. Sincere apology is offered for the disservice.2. Empathy is shown to the guest to show genuine concern and consideration.

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3. Excuses or blaming others are avoided.4. Gratitude is expressed to the guest for bringing the matter up for attention.

CONTENT: Customer Relations



LO3. TAKE PROPER ACTION ON THE COMPLAINTASSESSMENT CRITERIA:

1. Persons or department concerned are informed about the complaint.2. Serious problems/concerns are referred to higher authority for action.3. Problems are followed-up to check whether it is solved or not.

CONTENTS Customer Relations Handling Complaints Problem Category



LO4. RECORD COMPLAINTASSESSMENT CRITERIA:

1. Complaints are documented according to the enterprise standard procedures.2. Persons concerned are recognized and actions taken are recorded.3. Feedback received from guests is logged and collated.

CONTENTS: Records Keeping/Documentation Feed Backing Skills

METHODOLOGIES:

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Lecture-discussion Role play


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Documents

lo3. take food and beverage orders