TESDA-OP-CO-01-F11

Rev. No. 00-03/08/17

COMPETENCY-BASED CURRICULUM

 Course Design

Course Title: FOOD AND BEVERAGE SERVICES

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

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

Requirements:

For High School graduate:

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

For Senior High School:

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

For TVET graduate/ College/ College level

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

Course Structure:

Basic Competencies:
No. of Hours: 18

Unit of Competency Module Learning Outcomes Nominal

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

Practice occupational Practicing  Identify hazards and risks 6

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

Common Competencies
No. of Hours 18

Unit of Competency Module Learning Outcomes Nominal

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

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

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

Core Competencies
No. of Hours 320

Unit of Competency Module Learning Outcomes Nominal

Duration
1. Prepare the dining 1.1 Preparing dining 1.1 Take table reservation 60 hours
room/ restaurant room/ restaurant 1.2 Prepare service stations and
area for service area for service equipment
1.3 Set-up the tables in the dining
area
1.4 Set the mood/ambiance of the
dining area

2. Welcome guests and 2.1 Welcoming guests 2.1 Welcome and greet guests 60 hours
take food and and taking food and 2.2 Seat the guest
beverage orders beverage orders 2.3 Take food and beverage orders
2.4 Liaise between kitchen and
service areas

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

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

5. Provide room 5.1 Providing room 5.1 Take and process room service 50 hours
service service orders
5.2 Set up trays and trolleys
5.3 Present and serve food and
 beverage orders to guests
5.4 Present room service account
5.5 Clear away room service
equipment

6. Receive and handle 6.1 Receiving and 6.1 Listen to the complaint 50 hours
guest concerns handling guest 6.2 Apologize to the guest
concerns 6.3 Take proper action on the
complaint
6.4 Record complaint

Assessment Methods:

Simulation/ Practical test

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

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

Resources:

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

Qty Tools Qty. Equipment Qty. Materials

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

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

105 sq. m.

Qualification of
Instructors/Trainers:

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

Core Competencies :
Unit of Competency : PREPARE THE DINING ROOM/RESTAURANT AREA FOR
SERVICE
Modules Title: PREPARING THE DINING ROOM/RESTAURANT AREA FOR
SERVICE
Module Descriptor:
This unit covers the knowledge and skills required in the preparation of the
 dining room/ restaurant area before the start of the service operations. It
involves opening duties or the dining room mise-in-place prior to service.
This unit includes the knowledge and skills in taking reservations, preparing
service stations, table setting, and setting the ambiance of the food service
facility.

Nominal Duration: 60 hours

Summary of Learning
Outcomes:
LO1. Take table reservation
LO2. Prepare service stations and equipment
LO3. Set-up the tables in the dining area
LO4. Set the mood/ambiance of the dining area

Details of Learning Outcomes:

LO1. Take table reservation

Learning Method Mode of Delivery

Independent Study
Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar
Forum

Online
Video

Time

F2F
 Inquiries are  Inquiries and x x x
answered promptly, its proper
clearly and handling  Workplace
accurately. Pertinent Location
questions are asked to  Practical Work
complete the details area
of the reservations.  First Aid Kit
 Reservations data are  Learning
recorded on forms materials
accurately based on (CBLM)
establishment’s  PPEs
standards.  OH & S
 Details of the requirements
reservations are  Details of x x
repeated back and reservations Inquiries
confirmed with the  Telephone
party making the  Fax
reservation.  Email
 Additional  Internet
information about the  In person
food service
establishment is
provided when
necessary.  Reservation x x
process

 Reservation x x
forms


 Recording x x
procedures

 Establishment x x
standards
Foodservice
process
Details of Learning Outcomes:
LO2. Prepare service stations and equipment

Learning Method Mode of Delivery

Independent Study
Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar
Forum

Online
Video

Time

F2F
 Service or waiter’s  Waiter station  Workplace x x x
stations are stocked and its Location
with supplies supplies  Practical Work
necessary for service. area
All tableware and  First Aid Kit
dining room  Learning
equipment are materials
cleaned, wiped and (CBLM)
put in their proper  PPEs
places.  OH & S
 Special tent cards and requirements
similar special  Tableware x x x
displays are put up and dining Inquiries
for promotion. room  Telephone
Cleanliness and equipment  Fax
condition of all  Email
tables, tableware and  Internet
dining room  In person
equipment are Reservation
checked. records or forms
 Water pitchers and  Reservation
ice buckets are filled. sheets
 Electrical appliance
 Logbook
or equipment like
 Computer
coffee pots, tea pots,  Tent cards x x x
plate warmers etc. in  Reservation
and similar
the dining area are cards
displays
turned on and kept
ready.
 Condiments and
sauce bottles are
refilled and the necks
and tops of the bottles
are wiped clean and
dry.
  Electrical x x x
appliance and
equipment
Station mise-
en-place

Details of Learning Outcomes:

LO3. Set-up the tables in the dining area
Assessment Criteria Contents Conditions Learning Method Mode of Delivery
 Independent Study

Social Media
Assignment

Webinar
Forum

Online
Video

Time

F2F
 Tables are set  Table set  Workplace Location x x x
according to up standards  Practical Work area
the standards   First Aid Kit
of the food  Learning materials
service (CBLM)
establishment.  PPEs
In cases where  OH & S requirement
the menu is  Manufacturer’s manual
pre-arranged Dining room and equipment
or fixed,  Service tray stands
covers are set  Basic types  Gueridon
x x x
correctly of Tableware  Cake display
according to and
 Refrigerators/Chillers
the glassware
 Coffee makers/machines
predetermined  Points of Sales (POS)
menu.
 Wine service equipment
 Tableware and
Supplies
glassware are
 Napkins
wiped and  Different x x x
polished  Menu folders
Nap000ki
before they are  Order slips
n folding
set up on the styles  Wine list
table.  Condiments
 Cloth napkins  Toothpicks
are folded  Table cloth/placemats
properly and  Salt and pepper shakers
laid on the Tableware
 Table x x x
table 1. Dinnerware/chinaware
Skirting
appropriately 2. Glassware
Styles
according to 3. Silverware/Flatware
napkin folding 4. Holloware
style Napkin folding styles
 Buffet or Table skirting designs
display tables
are skirted
properly
taking into
account
symmetry,
balance and
harmony in
size and
design

Details of Learning Outcomes:

LO4. Set the mood/ambiance of the dining area
Assessment Criteria Contents Conditions Learning Method Mode of
Delivery
 Independent Study

Social Media
Assignment

Webinar
Forum

Online
Video

Time

F2F
 Lights are  Light  Workplace Location x x x x
adjusted adjustment  Practical Work area
according to according to  First Aid Kit
time of the time of the  Learning materials
day. day (CBLM)
 Tables, chairs   PPEs
and other  OH & S requirement
dining room  Manufacturer’s manual
furniture are Dining room and
arranged to equipment
 Tables, x x x
ensure  Service tray stands
comfort and chairs and  Gueridon
convenience other dining
 Cake display
of the guests. room
 Refrigerators/Chillers
 Appropriate furniture’s
arrangement  Coffee
music is makers/machines
played when  Points of Sales (POS)
applicable
 Wine service
 Floors/carpets  Floors/carpets equipment
are cleaned cleaned and Supplies
and made dry
 Napkins
sure are dry. 
 Air-condition  Menu folders
or cooling  Order slips
units are  Wine list
adjusted for  Condiments
the comfort of  Toothpicks
 Air-
the guests  Table cloth/placemats
condition or
Decorations  Salt and pepper shakers
cooling units
are set-up Tableware

according to 5. Dinnerware/chinaware
theme or 6. Glassware
concept of the 7. Silverware/Flatware
dining room 8. Holloware
Napkin folding styles
 Decoration Table skirting designs
set up

MODULES OF INSTRUCTION

Core Competencies :
Unit of Competency : WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
Modules Title: WELCOMING GUESTS AND TAKE FOOD AND BEVERAGE
ORDERS
Module Descriptor:
This unit deals with the knowledge and skills required by providing pre-meal
 services to the dining guests as soon as they arrive in the foodservice facility.
It covers the dining room and restaurant service procedures before the food
and beverage order are served. This unit involves the initial steps in the
sequence of services that includes the welcoming of guests, seating the
guests, taking food and beverage orders and liaising between the kitchen
and the service area.

Nominal Duration: 60 hours

Summary of Learning
Outcomes:
LO1. Welcome and greet guests
LO2. Seat the guest
LO3. Take food and beverage orders
LO4. Liaise between kitchen and service areas

Details of Learning Outcomes:

LO1. Take table reservation

Learning Method Mode of Delivery

Independent Study
Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar
Forum

Online
Video

Time

F2F
 Guests are  Welcoming  Workplace x x x
acknowledged as and greetings Location
soon as they arrive. guests  Practical
Guests are greeted procedures  Order pad
with an appropriate  POS
welcome.  Work area
 Details of  First Aid Kit
reservations are  Learning
checked based on materials
established standard (CBLM)
policy.  PPEs
 OH & S
requirement
x x
 Manufacturer’s
manual
Dining room and
equipment
Supplies
Tableware

Details of Learning Outcomes:

LO2. Prepare service stations and equipment
Assessment Criteria Contents Conditions Learning Method Mode of Delivery
 Independent Study

Social Media
Assignment

Webinar

Online
Forum
Video

Time

F2F
 Service or waiter’s  Waiter station  Workplace x x x
stations are stocked and its Location
with supplies supplies  Practical
necessary for Work area
service.  First Aid Kit
All tableware and  Learning
dining room materials
equipment are (CBLM)
cleaned, wiped and  PPEs
put in their proper  OH & S
places. requirements
 Special tent cards  Tableware x x x
and similar special and dining Inquiries
displays are put up room  Telephone
for promotion. equipment  Fax
Cleanliness and  Email
condition of all  Internet
tables, tableware  In person
and dining room Reservation
equipment are records or forms
checked.  Reservation
 Water pitchers and sheets
ice buckets are
 Logbook
filled.
 Computer
 Electrical appliance  Tent cards x x x
or equipment like  Reservation
and similar
coffee pots, tea pots, cards
displays
plate warmers etc.
in the dining area
are turned on and
kept ready.  Electrical x x x
 Condiments and appliance
sauce bottles are and
refilled and the equipment
necks and tops of Station
the bottles are wiped mise-en-
clean and dry. place

Details of Learning Outcomes:

LO3. Set-up the tables in the dining area
Learning Method Mode of Delivery
Independent Study

Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar
Forum

Online
Video

Time

F2F
 Tables are set  Table set  Workplace Location x x x
according to up standards  Practical Work area
the standards   First Aid Kit
of the food  Learning materials
service (CBLM)
establishment.  PPEs
In cases where  OH & S requirement
the menu is  Manufacturer’s manual
pre-arranged Dining room and equipment
or fixed,  Service tray stands
covers are set  Basic types  Gueridon
x x x
correctly of Tableware  Cake display
according to and
 Refrigerators/Chillers
the glassware
 Coffee makers/machines
predetermined  Points of Sales (POS)
menu.
 Wine service equipment
 Tableware and
Supplies
glassware are
 Napkins
wiped and  Different x x x
polished  Menu folders
Nap000ki
before they are  Order slips
n folding
set up on the styles  Wine list
table.  Condiments
 Cloth napkins  Toothpicks
are folded  Table cloth/placemats
properly and  Salt and pepper shakers
laid on the Tableware
 Table x x x
table 9. Dinnerware/chinaware
Skirting
appropriately 10. Glassware
Styles
according to 11. Silverware/Flatware
napkin folding 12. Holloware
style Napkin folding styles
 Buffet or Table skirting designs
display tables
are skirted
properly
taking into
account
symmetry,
balance and
harmony in
size and
design

Details of Learning Outcomes:

LO4. Set the mood/ambiance of the dining area
 Learning Method Mode of Delivery

Independent Study
Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar

Online
Forum
Video

Time

F2F
 Lights are  Light  Workplace x x x x
adjusted adjustment Location
according to according to  Practical Work area
time of the day. time of the  First Aid Kit
 Tables, chairs day  Learning materials
and other  (CBLM)
dining room  PPEs
furniture are  OH & S
arranged to requirement
ensure comfort  Manufacturer’s
and  Tables, manual x x x
convenience of chairs and Dining room and
the guests. other dining equipment
 Appropriate room  Service tray stands
music is played furniture’s  Gueridon
when applicable arrangement
 Cake display
 Floors/carpets  Refrigerators/Chill
are cleaned and ers
made sure are  Floors/carpe  Coffee x x x
dry. ts cleaned makers/machines
 Air-condition or and dry  Points of Sales
cooling units  (POS)
are adjusted for
 Wine service
the comfort of
equipment
the guests
Supplies
Decorations are
 Napkins
set-up
 Air-  Menu folders x x x
according to
condition  Order slips
theme or
or cooling  Wine list
concept of the
units  Condiments
dining room
  Toothpicks
 Table
cloth/placemats
 Salt and pepper
 Decoration shakers
set up Tableware
13. Dinnerware/chinaw
are
14. Glassware
15. Silverware/Flatwar
e
16. Holloware
Napkin folding styles
Table skirting designs

MODULES OF INSTRUCTION
Core Competencies :
Unit of Competency : PROMOTE FOOD AND BEVERAGE PRODUCTS
Modules Title: PROMOTING FOOD AND BEVERAGE PRODUCTS
Module Descriptor:
This unit deals with the knowledge and skills required in providing advice to
customers on food and beverage products in foodservice enterprises.

Nominal Duration: 50 hours

Summary of Learning
Outcomes:
LO1. Know the product
LO2. Undertake Suggestive selling
LO3. Carry out Upselling strategies

Details of Learning Outcomes:

LO1. Know the product

Learning Method Mode of Delivery

Independent Study
Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar
Forum

Online
Video

Time

F2F
 Names and  Name and  Workplace x x x
pronunciations of pronunciations of Location
dishes in the menu dishes and menu  Practical
are mastered.   Order pad
 Ingredients of dishes  POS
are memorized.  Work area
Sauces and  First Aid Kit
accompaniments are  Learning
known by heart. materials
Descriptions of (CBLM)
every item in the  PPEs
menu are studied.  OH & S
Common food requirement
x x
allergens are  Manufacturer’s
mastered to prevent manual
serious health Dining room and
consequences equipment
Supplies
Tableware
  Menu x x x
familiarizatio
n

 Types of x x x
menus

 Common x x x
food allergens


Details of Learning Outcomes:

LO2. Undertake Suggestive selling
Learning Method Mode of Delivery
Independent Study

Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar
Forum

Online
Video

Time

F2F
 Information  Information  Workplace x x x
about the food about the food Location
items are items  Practical
provided in   Order pad
clear  POS
explanations  Work area
and  First Aid Kit
descriptions.
 Learning
 Items on
materials
specials or
(CBLM)
promos are
 PPEs
offered to  Information x x x
assist guests  OH & S
about the
with food and requirement
food items
beverage  Manufacture
selections. r’s manual
 Name of Dining room and
specific menu equipment
items are Supplies
suggested to Tableware
guests rather 
than just
mentioning
the general
categories in  Items on x x x
the menu to specials or
help them promos
make the
choice and
know what
they want.  General x x x
Standard food categories in the
and beverage menu
pairings are
recommended
.
 Several  Food pairing x x x
choices are Beverage
given to pairing
provide more
options to
guests
Descriptive
 Suggestive x x x
words are
selling
used while
techniques
explaining the
and principles
dishes to
make it more
tempting and
appetizing.  Descriptive x x x
 Suggestive words
selling is
carried out
discreetly so
as not to be
too pushy or
too
aggressive.
Details of Learning Outcomes:
LO3. Carry out Upselling strategies
Learning Method Mode of Delivery

Independent Study
Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar
Forum

Online
Video

Time

F2F
 Slow moving  Upselling  Workplace Location x x x
but highly techniques  Practical Work area
profitable  First Aid Kit
items are  Learning materials
suggested to (CBLM)
increase  PPEs
guest check.  OH & S requirement
 Second  Manufacturer’s
servings of manual
items ordered Dining room and
are offered. equipment x x x
 Food portion  Service tray stands
or size is  Gueridon
mentioned  Cake display
for possible  Refrigerators/Chillers
adjustments  Coffee
with the makers/machines
orders.  Points of Sales (POS)
 New items x x x
 Wine service
are
equipment
recommende
Supplies
d to regular
 Napkins
guests to
encourage  Menu folders
them to try  Order slips
other items in  Wine list
the menu.  Condiments
x x x
 Toothpicks
 Table
cloth/placemats
 Salt and pepper
shakers
Tableware
17. Dinnerware/chinawar
e
18. Glassware
19. Silverware/Flatware
20. Holloware
Napkin folding styles
Table skirting designs
MODULES OF INSTRUCTION

Core Competencies :
Unit of Competency : PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS
Modules Title: PROVIDING FOOD AND BEVERAGE SERVICES TO GUESTS
Module Descriptor:
This unit deals with the knowledge and skills required in the provision of
food and beverage service to guests in various types of dining venues and
diverse styles of service. This unit focuses on the procedures in the delivery
of food and beverages to the guest as well as on the knowledge and skills that
underpins the efficient work performance in assisting the dining guest during
and after the meal service.

Nominal Duration: 50 hours

Summary of Learning
Outcomes:
LO1. Serve food orders
LO2. Assist the diners
LO3. Perform banquet or catering food service
LO4 Serve beverage orders
LO5 Process payments and receipts
LO6 Conclude food service and close down dining area
LO7 Manage intoxicated persons
Details of Learning Outcomes:
LO1. Serve food orders

Learning Method Mode of Delivery

Independent Study

Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar
Forum

Online
Video

Time

F2F
Food orders are picked  Food orders  Workplace x x x
up promptly from  Location
service areas.  Practical
Food orders are  Order pad
checked for  POS
presentation and  Work area
appropriate garnish  First Aid Kit
and accompaniments.  Learning
Food orders are served materials
to the guests who (CBLM)
ordered them. Food  PPEs
orders are served and  OH & S
cleared with minimal requirement
x x
disturbance to the  Manufacturer’s
other guests and in manual
accordance to hygienic Dining room and
requirements. equipment
Food orders are served Supplies
in accordance with the Tableware
enterprise serving
style standards.
Name of the dish or
order is mentioned
upon serving the
guest.  Hygienic x x x
Sequence of service requirements
and meal delivery is
monitored in
accordance with
enterprise
procedures.

 Food services x x x
style

 Sequence of x x x
service

  Enterprise x x x
procedures


Details of Learning Outcomes:

LO2. Assist the diners
Learning Method Mode of Delivery

Independent Study
Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar
Forum

Online
Video

Time

F2F
 Additional requests  3-minute  Workplace x x x
or needs of the check Location
guests are   Practical
anticipated.  Order pad
Additional food and  POS
beverage are offered  Work area
and served at the  First Aid Kit
appropriate times.
 Learning
Necessary
materials
condiments and
(CBLM)
appropriate
 PPEs
tableware are
provided based on  OH & S
the food order. requirement
Delays or  Manufacture
deficiencies in r’s manual
service are Dining room
recognized and and
followed up equipment
promptly based on Supplies
enterprise policy. Tableware
 The “3-minute
check” is conducted
to check guest ‘s
satisfaction.
 Children and guests
with special needs
are treated with extra
attention and care.
  Guest x x x
with
special
needs

 Handling x x x
guests
with
special
needs

Details of Learning Outcomes:

LO3. Perform banquet or catering food service
Learning Method Mode of Delivery
Independent Study

Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar

Online
Forum
Video

Time

F2F
 Serviceware are  General 
Workplace x x x
prepared and service Location
checked for principles  Practical Work
completeness ahead area
of time.  First Aid Kit
 Tables and chairs  Learning
are set up in materials
accordance with the (CBLM)
event requirements.  PPEs
 Food is served  OH & S
according to  Banquet requirement x x x
general service service  Manufacturer’s
principles. Food is manual
handled based on Serving styles
food safety  American
procedures. Service (Plate
 Coordinated service Service)
of meal courses is  Russian
ensured. Service x x x
 Assigned areas are (Platter
kept clean in Service)
accordance with  Buffet Service
enterprise Sequence of
procedures. service
 Tables are cleared  Welcoming/greet
and soiled dishes ing of guest
 prepared to be  Seating the guest x x x
brought for  Taking beverage
dishwashing after orders
the event or  Presenting the
function, menu
 Number of guests  Taking food
being served is orders
noted and  Wine service
monitored  Serving food
orders
 Crumbing/brushi
ng table
 Coffee/tea
service
 Preparing and
presenting the
bill
General service
principle
 Never reach in
front of the
guest when
serving
another
 Do not place
dirty, chipped,
cracked
tableware
before the
guest
 Handle
flatware/cutleri
es and
glassware
properly
 Glasses

Details of Learning Outcomes:

LO4. Serve beverage orders
Learning Method Mode of Delivery
Independent Study

Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar

Online
Forum
Video

Time

F2F
Beverage orders are  Beverage Students/trainees x x x
picked up promptly techniques must be provided
from the bar.  with the following:
Beverage orders are  Workplace
checked for Location
presentation and  Practical Work
appropriate garnishes. area
Beverages are served  First Aid Kit
at appropriate times  Learning
during meal. materials
Beverages are served  Wine (CBLM) x x x
efficiently according service  PPEs
to established  OH & S
standards of service. requirement
Beverages are served  Manufacturer’s
at the right manual
temperature. Beverages
For full bottle wine  Alcoholic
orders, wine is opened beverages
efficiently with  Non-alcoholic
minimal disturbance beverages
to the other guests. (e.g. juices,
Wine service is sodas, coffee,
carried out in tea)
accordance with Wine service
establishment  Presenting the
procedures. wine
Coffee and/or tea  Opening wine
service is carried out Pouring wine
in accordance with
establishment
procedure.

 Beverage x x x
service
Coffee and/or
tea service

Details of Learning Outcomes:

LO5. Process payments and receipts
Learning Method Mode of Delivery
Independent Study

Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar

Online
Forum
Video

Time

F2F
Bills are prepare and  Cash and Students/trainees x x x
processed accurately non-cash must be provided
in coordination with payments with the following:
cashier. procedures  Workplace
Amount due is Location
verified with  Practical Work
customer. area
Cash and non-cash  First Aid Kit
payments are  Learning
accepted and receipts materials (CBLM)
are issued. Change  Receipt  PPEs
are given as required. issuance  OH & S
Required requirement
documentation is  Manufacturer’s
completed in manual
accordance Beverages
with enterprise  Alcoholic
policy. beverages
 Non-alcoholic
beverages (e.g.
juices, sodas,
coffee, tea)
Wine service
 Presenting the
wine
 Opening wine
Pouring wine

 Required x x x
documentati
on

Details of Learning Outcomes:

LO6. Conclude food service and close down dining area
Learning Method Mode of Delivery
Independent Study

Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar

Online
Forum
Video

Time

F2F
 Soiled dishes are  Closing Students/trainees x x x
removed when down must be provided
guests are finished procedures with the following:
with the meal.  Workplace
 Food scraps are Location
handled in  Practical Work
accordance with area
hygiene  First Aid Kit
regulations and  Learning
enterprise materials (CBLM)
procedures.  PPEs
Equipment are  OH & S
cleaned and stored requirement
in accordance with
hygiene
regulations and
enterprise
procedures.
 Tables are cleared,
reset and made
ready for the next
sitting when
guests are finished
with the meal.
 Guests are thanked
and given a warm
farewell.


LO7. Manage intoxicated persons

Learning Method Mode of Delivery
Independent Study

Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar

Online
Forum
Video

Time

F2F
 Levels of  Handling Students/trainees x x x
intoxication of intoxicated must be provided
customers are person with the following:
determined   Workplace
 Difficult situations Location
are referred to an  Practical Work
appropriate person area
 Appropriate  First Aid Kit
procedures are  Learning
applied to the materials (CBLM)
situation and in  Legislative  PPEs x x x
accordance with requirement  OH & S
enterprise policy s requirement
Legislative  Manufacturer’s
requirements are manual
applied

MODULES OF INSTRUCTION

Core Competencies :
Unit of Competency : PROVIDE ROOM SERVICE
Modules Title: PROVIDING ROOM SERVICE
Module Descriptor:
This unit deals with the knowledge and skills required in the provision of
food and beverage service particularly in the guest room of a commercial
accommodation establishment.
Nominal Duration: 50 hours
Summary of Learning
Outcomes:
LO1. Take and process room service orders
LO2. Set up trays and trolleys
LO3. Present and serve food and beverage orders to guests
LO4 Present room service account
LO5 Clear away room service equipment
Details of Learning Outcomes:
LO1. Take and process room service orders

Learning Method Mode of Delivery

Independent Study
Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar
Forum

Online
Video

Time

F2F
Telephone call is  Relevant Students/trainees x x x
answered promptly information must be provided
and courteously in  with the following:
accordance with  Workplace
customer service Location
standards.  Practical Work
Guests’ name is area
checked and used  First Aid Kit
throughout the  Learning
interaction materials
Details of orders are (CBLM)
clarified, repeated and  PPEs
checked with guests  OH & S
x x
for accuracy requirement
Suggestive selling  Manufacturer’s
techniques are used. manual
Guests are advised of Relevant
approximate time of information
delivery  Name of the
Relevant information guest
are recorded and  Room number
checked in accordance  Number of
with establishment persons
policy and procedures  Details food
Room service orders  Room service orders x x x
received from procedures  Time the
doorknob dockets are order was
interpreted accurately. taken
 Orders are promptly  Recording  Time for x x x
transferred and room service delivery
relayed to orders
appropriate location
for preparation.

 x x x

Details of Learning Outcomes:

LO2. Set up trays and trolleys
Learning Method Mode of Delivery
Independent Study

Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar
Forum

Online
Video

Time

F2F
Room service  Room service Students/trainees x x x
equipment and equipment and must be provided
supplies are supplies with the following:
prepared in   Workplace
accordance with Location
establishment  Practical Work
procedures. area
Proper room  First Aid Kit
service  Learning
equipment and materials
supplies are (CBLM)
selected and  Room service  PPEs x x x
checked for trays or  OH & S
cleanliness and trolleys set up requirement
condition.  Manufacturer’s
Trays and manual
trolleys are set Room service
up keeping in equipment and
mind balance, supplies
safety and  Trays and
attractiveness. trolleys
Room service  Toasters
trays or trolleys  Tableware and
are set up appointments
 according to the  Warming
food and equipment
beverage ordered  Linen
Orders are  Printed
checked before materials
leaving the
kitchen for
delivery. Food
items are covered
during
transportation to
the room.

Details of Learning Outcomes:

LO3. Present and serve food and beverage orders to guests
Learning Method Mode of Delivery
Independent Study

Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar

Online
Forum
Video

Time

F2F
 The guest’s  Guests’  Workplace Location x x x
name is name and  Practical Work area
verified on data  First Aid Kit
the bill verification  Learning materials
before  (CBLM)
announcing  PPEs
the staff’s  OH & S requirement
presence  Manufacturer’s
outside the manual
door. Dining room and
 Guests are  Establishm equipment x x x
greeted ent’s  Service tray stands
politely in service  Gueridon
accordance procedures
 Cake display
with the with  Refrigerators/Chillers
establishment  Coffee
’s service makers/machines
procedures.  Points of Sales (POS)
 Guests are
 Wine service
asked where
equipment
they want the
Supplies
tray or trolley
 Napkins
positioned.
3.4 Food  Menu folders
orders are  Order slips
delivered on  Wine list
the time  Condiments
desired by  Toothpicks
the guest.  Table
cloth/placemats
 Salt and pepper
shakers
Tableware
21. Dinnerware/chinawar
e
22. Glassware
23. Silverware/Flatware
24. Holloware
Napkin folding styles
Table skirting designs

 Room x x x
service
tableware
and
appointme
nts

 Food x x x
orders
delivery as
per guest
request
Details of Learning Outcomes:
LO4. Present room service account
Learning Method Mode of Delivery

Independent Study
Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar

Online
Forum
Video

Time

F2F
 Guests’  Guests’ Students/trainees must be x x x
accounts are accounts provided with the
checked for accuracy following:
accuracy and checking  Workplace Location
presented in procedures  Practical Work area
accordance   First Aid Kit
with  Learning materials
establishment (CBLM)
procedures  PPEs
 Cash  OH & S requirement
payments are  Manufacturer’s
acknowledged manual
and then Relevant information
presented to  Name of the guest
the cashier for  Room number
processing in  Number of persons
accordance  Details food orders
with  Time the order was
establishment taken
guidelines  Time for delivery
For charge
accounts, guests  Cash x x x
are asked to sign payments
the bills. process

 Charge x x x
accounts
procedures
  Establishm x x x
ent’s
procedures

Details of Learning Outcomes:

LO5. Clear away room service equipment
Learning Method Mode of Delivery

Independent Study
Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar

Online
Forum
Video

Time

F2F
 Procedure to  Procedure to Students/trainees must be x x x
take away the take away provided with the
tray or trolley trays and following:
when the trolley  Workplace Location
guests have   Practical Work area
finished their  First Aid Kit
meal is  Learning materials
explained. (CBLM)
 Floors are  PPEs
checked and  OH & S requirement
cleared in  Manufacturer’s
accordance manual
with Relevant information
establishment  Name of the guest
policy and  Room number
guidelines.  Number of persons
 Dirty trays are  Details food orders
cleared in  Time the order was
accordance taken
with the  Time for delivery
establishment’
s procedure. Floors x x x
 Trays and checking and
trolleys are clearing
cleaned and
returned to the
room service
area.
 Establishment x x x
policy and
guidelines

Trays and x x x
trolleys

MODULES OF INSTRUCTION

Core Competencies :
Unit of Competency : RECEIVE AND HANDLE GUEST CONCERNS
Modules Title: RECEIVING AND HANDLING GUEST CONCERNS
Module Descriptor:
This unit deals with the knowledge and skills required in receiving and
handling guest complaints
Nominal Duration: 50 hours
Summary of Learning
Outcomes:
LO1. Listen to the complaint
LO2. Apologize to the guest
LO3. Take proper action on the complaint
LO4 Record complaint
Details of Learning Outcomes:
LO1. Listen to the complaint

Assessment Criteria Contents Conditions Learning Method Mode of Delivery

 Independent Study

Social Media
Assignment

Webinar
Forum

Online
Video

Time

F2F
 The entire story or  Handling guest must be provided x x x
issue of concern is complaint with the following:
obtained from the   Workplace
guest without Location
interruption.  Practical Work
 Details of the guest area
complaint or concern  First Aid Kit
are noted.  Learning
 Full attention is materials
given to the (CBLM)
complaining guest.  PPEs
Guest complaint is  OH & S
paraphrased to requirement
determine  Manufacturer’s
manual
Guest complaint
 Undelivered
promise
 Poor condition
of property
 Dirty property
 Poor service
 Unfriendly
personnel

 Establishment x x x
’s standard
procedures in
guest
complaints

Details of Learning Outcomes:

LO2. Apologize to the guest
 Learning Method Mode of Delivery

Independent Study
Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar
Forum

Online
Video

Time

F2F
Sincere apology  Sincere apology Students/trainees x x x
is offered for the must be provided
disservice. with the following:
Empathy is  Workplace
shown to the Location
guest to show  Practical Work
genuine concern area
and  First Aid Kit
consideration.  Learning
Excuses or materials
blaming others (CBLM)
are avoided. Gratitude  PPEs x x x
Gratitude is expression to  OH & S
expressed to the guests requirement
guest for bringing  Manufacturer’s
the matter up for manual
attention. Guest complaint
 Undelivered
promise
 Poor condition
of property
 Dirty property
 Poor service
 Unfriendly
personnel
Empathy
 Agree truthfully
to minor points
 Express sincere
regret
 Thank the guest
for bringing up
the matter
 Do not take
offense when
guest complains
 Approach with
friendly spirit
Details of Learning Outcomes:
LO3. Take proper action on the complaint
Learning Method Mode of Delivery

Independent Study
Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar

Online
Forum
Video

Time

F2F
 Appropriate  Appropriat x x x
action is e action
taken 
regarding
guest’s
concerns.
 The right
person or
department
 who can  Difficult x x x
solve the situations/
problem is serious
informed for concern
proper
action.
 Difficult
situations or
serious
concerns are
elevated or
referred to
higher
authority.
Problem is
followed-up
to check
whether it
solved or not

x x x

Details of Learning Outcomes:

LO4. Record complaint
Learning Method Mode of Delivery
Independent Study

Assessment Criteria Contents Conditions

Social Media
Assignment

Webinar

Online
Forum
Video

Time

F2F

 Complaints  Record guest Students/trainees must be x x x

are complaint provided with the
documented procedure following:
according to  Workplace Location
the  Practical Work area
establishment  First Aid Kit
standard  Learning materials
procedures. (CBLM)
 Persons  PPEs
concerned are  OH & S requirement
recognized  Manufacturer’s
and actions manual
 taken are Guest complaint
recorded.  Undelivered promise
 Feedback  Poor condition of
received from property
guests is  Dirty property
logged and  Poor service
collated  Unfriendly personnel
Empathy
 Agree truthfully to
minor points
 Express sincere
regret
 Thank the guest for
bringing up the
matter
Do not take offense