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FOOD AND BEVERAGE SERVICES NC II
LIST OF COMPETENCIES
COMPETENCY
UNIT OF
MODULE TITLE
NUMBER
COMPETENCY Welcome guests
Welcoming guests
and take food and
and taking food
beverage orders
and beverage
Prepare the dining
orders Preparing the
room/restaurant
dining
area for service
room/restaurant
Promote food and
area for service Promoting food
beverage products
and beverage
Provide food and
products Providing food
beverage services
and beverage
to guests Provide room
services to guests Providing room
service
service
Receive and
Receiving and
handle guest
handling guest
concerns
concerns
1
2
3
4
5
6
NTTA-TESDA
DateDeveloped:
CODE
TRS512388
TRS512387
TRS512389
TRS512390
TRS512391
TRS512392
Document No.
QA SYSTEM
Food and Beverage Services NC II
November 22, Issued by: 2014 Developed by: Nelienar B. Mateo
LEARNING OUTCOME SUMMARY LO 1. Welcome and greet guests. ASSESSMENT CRITERIA: 1 Customer’s job requirements are determined in accordance with company’s practice. 2 Garment design is prepared in accordance with the client’s requirements. 3 Design and fabric are discussed and selected according to client’s specifications. 4 Special needs of the client are incorporated into the design based on procedures. CONTENTS: Welcoming customer procedure Bidding goodbye procedure Communication CONDITIONS:
Reading Materials Table Chair Dining Area Linen Clothes Pen Notes
METHODOLOGY : Self-paced/Modular Lecture Role Play ASSESSMENT METHOD : Oral Test Written Oral/Demonstration
NTTATESDA QA SYSTEM
Food and Beverage Services NC II
Date Developed: November 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page
LO 2. Seat the guest. ASSESSMENT CRITERIA: 1 Measuring tools are prepared in accordance with job requirements 2
Body measurements are taken based on procedures
3 Body measurements of clients are taken in sequence according to job requirements and standard body measurements. 4 Body measurements are recorded in line with company requirements/practice. CONTENT: Seating the guest procedure Procedure and sequence in guiding guest CONDITIONS: Table Chair Linen Clothes Pen Notebook Procedure Manual METHODOLOGY : Self-paced/Modular Discussion Role Play ASSESSMENT METHOD Demonstration Written NTTATESDA QA SYSTEM
Food and Beverage Services NC II
Date Developed: November 22, 2014 Developed by:
Document No. Issued by: Page
Nelienar B. Mateo
LO 3. Take food and beverage orders. ASSESSMENT CRITERIA: 1 Drafting pattern tools are selected in accordance with job requirements. 2 Basic/Block pattern is drafted using appropriate tools and customer’s specifications. . CONTENT: Knowledge on menu’s sequence Procedure in Taking orders Food and Beverage service procedure Proper position in serving food and beverage CONDITIONS: Ala Carte/Menu Pen Notebook Table Chair Table Clothes/Linen Chinaware Silverware Glassware Condiments Centerpiece Procedure Manual METHODOLOGY : Self-paced/Modular Lecture Film Viewing ASSESSMENT METHOD : Demonstration
NTTATESDA QA SYSTEM
Written Food and Beverage Services NC II
Date Developed: November 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page
LO 4. Liaise between kitchen and service areas. ASSESSMENT CRITERIA: 1 Block pattern is laid out in accordance with company procedures. 2 Block pattern specifications.
is
manipulated
in
accordance
with
customer’s
3 Final pattern is labeled, filed and secured as per standard operating procedure CONTENT: Safety in handling plates and trays Food hygiene standard policies and procedure CONDITIONS: Trays Trolleys Chinaware Silverwares Cutleries Table Clothes/Linen Pencil Notebook Procedure Manual METHODOLOGY :
Self-paced/Modular Lecture Film Viewing
ASSESSMENT METHOD : Demonstration Written NTTATESDA QA SYSTEM
Food and Beverage Services NC II
Date Developed: November 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page
UNIT OF COMPETENCY
:
Prepare the dining room /restaurant area for service
MODULE TITLE
:
Preparing the dining room /restaurant area for service
MODULE DESCRIPTION
:
This unit covers the knowledge and skills required in the preparation of the dining /restaurant area before the start of the operations. It involves opening dining room mise-en-place prior This unit includes the knowledge taking reservations, preparing table setting, and setting foodservice facility.
NOMINAL DURATION
:
50 Hours
CERTIFICATE LEVEL
:
NC II
PREREQUISITE
:
room service duties or the to service. and skills in service stations, the ambiance of the
LEARNING OUTCOMES: Upon completion of this module the trainees/students must be able to: LO 1. Take table reservation LO 2. Prepare service stations and equipment LO 3. Set-up the tables in the dining area
LO 4. Set the mood/ambiance of the dining area
NTTATESDA QA SYSTEM
Food and Beverage Services NC II
Date Developed: November 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page
LO 1. Take table reservation ASSESSMENT CRITERIA: 1 2 3 4 5
Inquiries are answered promptly, clearly and accurately. Pertinent questions are asked to complete the details of the reservations. Reservations data are recorded on forms accurately based on establishment’s standards Details of the reservations are repeated back and confirmed with the party making the reservation. Additional information about the foodservice establishment is provided when necessary.
CONTENT: Procedure in taking table reservation Telephone courtesy/manners Procedure in answering guest question CONDITIONS: Notebook Pen Telephone Reservation Form Procedure Manual METHODOLOGY: Self-paced/Modular Discussion Role Play ASSESSMENT METHOD:
Demonstration Interview Written
NTTATESDA QA SYSTEM
Food and Beverage Services NC II
Date Developed: November 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page
LO 2. Prepare service stations and equipment ASSESSMENT CRITERIA: 1 Service or waiter’s stations are stacked with supplies necessary for service. 2 All tableware and dining room equipment are cleaned, wiped and put in their proper places. 3 Special tent cards and similar special displays are put up for promotion. 4 Cleanliness and condition of all tables, tableware and dining room equipment are checked. 5 Water pitchers and ice buckets are filled. 6
Electrical appliance or equipment like coffee pots, tea pots, plate warmers etc. in the dining area are turned on and kept ready Condiments and sauce bottles are refilled and the necks and tops of the bottles are wiped clean and dry.
7
CONTENTS: Stacking tools and Equipment Service ware and service area identification Monitoring Procedure Cleaning and condition procedure CONDITIONS :
Cards Pencil Notebook Tables Procedure Manual Chair Coffee pot Chinaware Silverware Cutleries Glassware Tissue Condiments Centerpiece Cleaning Materials Pitcher/Container
METHODOLOGY: Self-paced/Modular Discussion ASSESSMENT METHOD: Demonstration Interview Written LO 3. Set-up the tables in the dining area ASSESSMENT CRITERIA: 1 2 3 4 5
Tables are set according to the standards of the foodservice establishment. In cases where the menu is prearranged or fixed, covers are set correctly according to the predetermined menu. Tableware and glassware are wiped and polished before they are set up on the table. Cloth napkins are folded properly and laid on the table appropriately according to napkin folding style. Buffet or display tables are skirted properly taking into account symmetry, balance and harmony in size and design.
CONTENTS:
NTTATESDA QA SYSTEM
Preparation of tables in the dining area Menu sequence Proper hygiene and sanitation Procedure in napkin folding style Proper table skirting
Food and Beverage Services NC II
Date Developed: November 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page
CONDITIONS:Students/Trainees must be provided with the following:
Table Napkin Table Cloth/Linen Pins/Thumbstack Table Chair Procedure Manual Pins Cleaning Materials Silverware Chinaware Glassware
METHODOLOGY: Self-paced/Modular Discussion Film Viewing ASSESSMENT METHOD: Demonstration Interview Written LO 4. Set the mood/ambiance of the dining area ASSESSMENT CRITERIA: 1. Lights are adjusted according to time of the day. 2. Tables, chairs and other dining room furniture are arranged to ensure comfort and convenience of the guests. 3. Appropriate music is played when applicable 4. Floors/carpets are cleaned and made sure are dry. 5. Air-condition or cooling units are adjusted for the comfort of the guests NTTATESDA QA SYSTEM
Food and Beverage Services NC II
Date Developed: Document No. November 22, Issued by: 2014 Page Developed by: Nelienar B. Mateo 6. Decorations are set-up according to theme or concept of the dining room.
CONTENTS:
Proper and Procedure in setting mood ambiance of dining area.
CONDITIONS:
Lights Table Chairs Equipment Decoration
METHODOLOGY: Self-paced/Modular Discussion ASSESSMENT METHOD: • Demonstration • Written UNIT OF COMPETENCY
:
PROMOTE FOOD AND BEVERAGE PRODUCTS
MODULE TITLE
:
PROMOTING FOOD AND BEVERAGE PRODUTS
MODULE DESCRIPTOR
:
This unit deals with the knowledge and skills required in providing advice customers on food and beverage products in foodservice
NOMINAL DURATION
:
50 Hours
CERTIFICATE LEVEL
:
NC II
PREREQUISITE
:
to enterprises.
NTTATESDA QA SYSTEM
Food and Beverage Services NC II
Date Developed: November 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page
LEARNING OUTCOMES
:
Upon completion of this module the trainees/students must be able to: LO 1. Know the product LO 2. Undertake Suggestive selling LO 3. Carry out Upsellingstrategies LO 1.
Know the product
ASSESSMENT CRITERIA: 1 2 3 4
Names and pronunciations of dishes in the menu are mastered. Ingredients of dishes are memorized. Sauces and accompaniments are known by heart. Descriptions and of every item in the menu are studied.
CONTENT: Food techniques procedures Procedure in menu CONDITIONS:Students/Trainees must be provided with the following:
Pencil Notes
METHODOLOGY:
Self-paced/Modular Discussion Film Viewing
ASSESSMENT METHOD:
Demonstration Interview Written
NTTATESDA QA SYSTEM
LO2.
Food and Beverage Services NC II
Date Developed: November 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page
Undertake Suggestive selling
ASSESSMENT CRITERIA: 1 2 3
Information about the food items are provided in clear explanations and descriptions. Several choices are given to provide more options to guests. Descriptive words are used while explaining the dishes to make it more tempting and appetizing.
CONTENTS: Follow the Menu sequence Techniques in suggestive selling Word description procedure CONDITIONS: Notes pen METHODOLOGY :
Self-paced/Modular Discussion
ASSESSMENT METHOD: NTTATESDA QA SYSTEM
Written Test Actual performance Food and Beverage Services NC II
Date Developed: November 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page
LO3. Carry out Upselling strategies ASSESSMENT CRITERIA: 1 2 3
Slow moving but highly profitable items are suggested to increase guest check. Second servings of items ordered are offered. New items are recommended to regular guests to encourage them to try other items in the menu.
CONTENTS:
Provide guest new menu Always upsell the menu Familiarization of menu
CONDITIONS: Pen Notes Menu Guide METHODOLOGY:
Self-paced/Modular Lecture
ASSESSMENT METHOD:
Written Test Actual performance
NTTATESDA QA SYSTEM
Food and Beverage Services NC II
Date Developed: November 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page
UNIT OF COMPETENCY
:
PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS
MODULE TITLE
:
PROVIDING FOOD AND BEVERAGE SERVICES TO GUESTS
MODULE DESCRIPTION
:
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
CERTIFICATE LEVEL
:
NC II
PREREQUISITE
:
LEARNING OUTCOMES : Upon completion of this module the trainees/students must be able to: LO 1. Serve food orders LO 2. Assist the diners
LO 3. Perform banquet or catering food service LO 4. Serve Beverage Orders LO 5. Conclude food service and close down dining area
NTTATESDA QA SYSTEM
Food and Beverage Services NC II
Date Developed: November 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page
LO 1. Serve food orders ASSESSMENT CRITERIA: 1
Food orders are checked for presentation and appropriate garnish and accompaniments.
2 3 4
Food orders are served to the right guests who ordered them. Food orders are picked up promptly from service areas. Food orders are served and cleared with minimal disturbance to the other guests and in accordance to hygienic requirements. Food orders are served in accordance with the enterprise serving style standards.
5 6 7
Name of the dish or order is mentioned upon serving the guest. Sequence of service and meal delivery is monitored in accordance with enterprise procedures.
CONTENT:
Types and functionsof Serving styles Sequence of service
CONDITIONS: Menu Sequence Pen Notebook Specification sheet METHODOLOGY :
Self-paced/Modular Discussion Video
ASSESSMENT METHOD: Written Test Actual performance
NTTATESDA QA SYSTEM
Food and Beverage Services NC II
Date Developed: November 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page
LO 2. Assist the diners ASSESSMENT CRITERIA: 1 2 3 4 5 6
Additional requests or needs of the guests are anticipated Additional food and beverage are offered and served at the appropriate times Necessary condiments and appropriate tableware are provided based on the food order Delays or deficiencies in service are recognized and followed up promptly based on enterprise policy Water, bread, and butter are replenished when required Children and guests with special needs are treated with extra attention and care.
CONTENT:
Guests with special needs General service principles
CONDITIONS: Manual Pen Notebook Table Chair Cutleries METHODOLOGY :
Self-paced/Modular Film Viewing Lecture ASSESSMENT METHOD: NTTATESDA QA SYSTEM
Written Test Actual performance Food and Beverage Services NC II
Date Developed: November 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page
LO 3. Perform banquet or catering food service ASSESSMENT CRITERIA: 1 2 3 4 5 6 7
Service ware are prepared and checked for completeness ahead of time. Tables and chairs are set up in accordance with the event requirements. Food is served according to general service principles. Food is handled based on food safety procedures. Coordinated service of meal courses is ensured Assigned areas are kept clean in accordance with enterprise procedures. Tables are cleared and soiled dishes prepared to be brought for dishwashing after the event or function, 8 Number of guests being served is noted and monitored. CONTENT:
Principles in general services Proper of monitoring and serving to guest Enterprise procedure
CONDITIONS: Card Board Pen Notebook METHODOLOGY:
Self-paced/Modular Lecture Video
ASSESSMENT METHOD:
NTTATESDA QA SYSTEM
Written Test Actual performance
Food and Beverage Services NC II
Date Developed: November 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page
LO 4. Serve Beverage Orders ASSESSMENT CRITERIA: 1 2 3 4 5 6 7
Beverage orders are picked up promptly from the bar. Beverage orders are checked for presentation and appropriate garnishes. Beverages are served at appropriate times during meal time. Beverages are served efficiently according to established standards of service. Beverages are served at the right temperature. For full bottle wine orders, wine is opened efficiently with minimal disturbance to the other guests. Wine service is carried out in accordance with establishment procedures.
CONTENT:
Different kinds of Beverages services Procedures in serving wine
CONDITIONS:
Glassware Labeling materials Garnish
METHODOLOGY:
Self-paced/Modular Group Discussion
ASSESSMENT METHOD: NTTATESDA QA SYSTEM
Written Test Actual performance Food and Beverage Services NC II
Date Developed: November 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page
LO 5. Conclude food service and close down dining area ASSESSMENT CRITERIA: 1. Soiled dishes are removed when guests are finished with the meal. 2. Bills are prepared and processed accurately in coordination with the cashier. 3. Bills are presented when the guest asks for it. 4. Payment is acknowledged as soon as it is received. 5. Tables are cleared, reset and made ready for the next sitting when guests are finished with the meal. 6. Guests are thanked and bided farewell warmly. 7. Electrical equipment are turned off where appropriate. CONTENTS:
Procedure of 5’ S Bidding goodbye procedure Maintain cleanliness and orderliness Closing Methods
CONDITIONS: Notes Pen Bill plate Equipment Tools Cleaning Materials
Waste Container
METHODOLOGY: Self-paced/Modular Lecture Role Play ASSESSMENT METHOD: Written Test Actual performance NTTA-TESDA QA SYSTEM
Date Document No. Food and Developed: Issued by: Beverage Nov. 22, 2014 Services NC II Developed by: Nelienar B. Revision # Mateo
UNIT OF COMPETENCY
:
PROVIDE ROOM SERVICE
MODULE TITLE
:
PROVIDING ROOM SERVICE
MODULE DESCRIPTION
:
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
CERTIFICATE LEVEL
:
NC II
PREREQUISITE
:
LEARNING OUTCOMES
:
Upon completion of this module the trainees/students must be able to: LO 1. LO 2. LO 3. LO 4. LO 5.
Take and process room service orders Set up trays and trolleys Present and serve food and beverage orders to guests Present room service account Clear away room service equipment
LO 1. Take and process room service orders ASSESSMENT CRITERIA: 1 2 3 4 NTTA-TESDA QA SYSTEM
5 6 7 8
Telephone call is answered promptly and courteously in accordance with customer service standards. Guests’ name is checked and used throughout the interaction Details of orders are clarified, repeated and checked with guests for accuracy Suggestive selling techniques are used. Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Nelienar B. Revision # Mateo Guests are advised of approximate time of delivery Relevant information are recorded and checked in accordance with establishment policy and procedures Room service orders received from doorknob dockets are interpreted accurately. Orders are promptly transferred and relayed to appropriate location for preparation.
CONTENT:
Relevant information Room service equipment and supplies Proper answering the telephone
CONDITIONS: Telephone Pen Notebook Room Equipment Cards Tools METHODOLOGY:
Self-paced/Modular
Role Play Lecture
ASSESSMENT METHOD:
NTTA-TESDA QA SYSTEM
Written Test Actual performance
Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Nelienar B. Revision # Mateo
LO 2. Set up trays and trolleys ASSESSMENT CRITERIA: 1. Room service equipment and supplies are prepared in accordance with establishment procedures. 2. Proper room service equipment and supplies are selected and checked for cleanliness and condition. 3. Trays and trolleys are set up keeping in mind balance, safety and attractiveness. 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 are delivered on the time desired by the guest. CONTENT:
ProperSet-ups for room service trays and or trolleys Delivering of foods Proper handling of equipment and supplies
CONDITIONS: Trolleys Trays Condiments
Room equipment Pen Notes Tools METHODOLOGY: Self-paced/Modular Lecture Film Viewing ASSESSMENT METHOD: Written Test Actual performance Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Nelienar B. Revision # Mateo
NTTA-TESDA QA SYSTEM
LO 3. Present and serve food and beverage orders to guests ASSESSMENT CRITERIA: 1. The guest’s name is verified on the bill before announcing the staff’s presence outside the door. 2. Guests are greeted politely in accordance with the with establishment’s service procedures. 3. Guests are asked where they want the tray or trolley positioned. 4. Service is fast and discrete CONTENT:
Procedure in handling customer Proper Ettiquette/Manner Time bounded process
CONDITIONS:
Card Trolley Tools Equipment Reading Materials
METHODOLOGY :
Self-paced/Modular Lecture Demonstration
ASSESSMENT METHOD: NTTA-TESDA QA SYSTEM
Written Test Actual performance Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Nelienar B. Revision # Mateo
LO 4. Present room service account ASSESSMENT CRITERIA: 1
Guests’ accounts are checked for accuracy and presented in accordance with establishment procedures Cash payments are acknowledged and then presented to the cashier for processing in accordance with establishment guidelines
2 3
For charge accounts, guests are asked to sign the bills .
CONTENT:
Guideliness in cash payments Billing account’s procedure
CONDITIONS:
Cashier Materials Tools Equipment Reading Materials
METHODOLOGY:
Self-paced/Modular Lecture
ASSESSMENT METHOD:
NTTA-TESDA QA SYSTEM
Written Test Actual performance
Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Nelienar B. Revision # Mateo
LO 5. Clear away room service equipment ASSESSMENT CRITERIA: 1. Procedure to take away the tray or trolley when the guests have finished their meal is explained. 2. Floors are checked and cleared in accordance with establishment policy and guidelines. 3.
Dirty trays are cleared in accordance with the establishment’s procedure.
4.
Trays and trolleys are cleaned and returned to the room service area.
CONTENT:
Proper handling and sanitizing Establishment standard policy
CONDITIONS:
Tools Furniture Equipment Cleaning materials
METHODOLOGY:
Self-paced/Modular Lecture
ASSESSMENT METHOD: NTTATESDA QA SYSTEM
Written Test Actual performance Food and Beverage Services NC II
Date Developed: November 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page
UNIT OF COMPETENCY : RECEIVE AND HANDLE GUEST CONCERNS MODULE TITLE : RECEIVING AND HANDLING GUEST CONCERNS MODULE DESCRIPTION : This unit deals with the knowledge and skills required in receiving and handling guest complaints. NOMINAL DURATION
:
CERTIFICATE LEVEL
:
PREREQUISITE
:
50Hours NC II
LEARNING OUTCOMES : Upon completion of this module the trainees/students must be able to: LO LO LO LO
1. 2. 3. 4.
Listen to the complaint Apologize to the guest Take proper action on the complaint Record complaint
LO 1. Listen to the complaint ASSESSMENT CRITERIA: 1. The entire story or issue of concern is obtained from the guest without interruption. 2. Details of the guest complaint or concern are noted. 3. Full attention is given to the complaining guest. 4. Guest complaint is paraphrased to determine if the concern is correctly understood. NTTA-TESDA Date Document No.
QA SYSTEM
CONTENT:
Food and Beverage Services NC II
Developed: Nov. 22, 2014 Developed by: Nelienar B. Mateo
Issued by:
Revision #
Handling Guest complaint Overcoming of different types og guest
CONDITIONS: Notes Pen METHODOLOGY: Self-paced/Modular Lecture ASSESSMENT METHOD: Written Test Actual performance LO 2. 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. 3. Excuses or blaming others are avoided. 4. Gratitude is expressed to the guest for bringing the matter up for attention. CONTENT:
Process in apologize to the guest Proper Etiquettes/Manner
CONDITIONS: Pen Notes Tools
NTTA-TESDA QA SYSTEM
Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Nelienar B. Revision # Mateo
METHODOLOGY: Self-paced/Modular Lecture ASSESSMENT METHOD: Written Test Actual performance LO 3. Take proper action on the complaint ASSESSMENT CRITERIA: 1. Appropriate action is taken regarding guest’s concerns 2. The right person or department who can solve the problem is informed for proper action. 3. Difficult situations or serious concerns are elevated or referred to higher authority. 4. Follow up on the problem to check whether it solved or not. . CONTENT: Appropriate guest’s concerns Analyze by solving the problem CONDITIONS: Tools Equipment Reading Materials METHODOLOGY: Self-paced/Modular Lecture ASSESSMENT METHOD:
Written Test interview Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Nelienar B. Revision # Mateo
NTTA-TESDA QA SYSTEM
LO 4. Record complaint ASSESSMENT CRITERIA: 1. Complaints are documented according to the establishment standard procedures. 2. Persons concerned are recognized and actions taken are recorded. 3. Feedback received from guests is logged and collated. . CONTENT:
Provide establishment standard procedures Provide feedback logbook
CONDITIONS:
Pen Logbook/Notebook Tools Reading Materials
METHODOLOGY:
Self-paced/Modular Lecture
ASSESSMENT METHOD:
Written Test Interview
NTTA-TESDA QA SYSTEM
Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Nelienar B. Mateo
Learning Experiences Learning Outcome 1 Welcome and greet guests Learning Activities 1. Read Information Sheet
Special Instructions
on Six Categories of Food and Beverage Services(1.1-1) 2. Answer Self-Check (1.1-1)
Compare your answers to the answer key. You are required to get all answers correct if not Read the information sheet again to answer all questions correctly.
3.Read information Sheet onStandards for Table Setup (1.1-2) 4. Answer Self-Check (1.1-2)
Compare your answer to the answer key. You are required to get all answers correct if not Read the information sheet again to answer all questions correctly.
5. Read Information Sheet On Service Equipment and Supplies/Proper use and Maintenance (1.1-3) 6. Answer Self-Check(1.1-3}
Compare your answer to the answer key. are required to get all answers correct if not Read the information sheet again to answer all questions correctly.
NTTA-TESDA QA SYSTEM
Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Nelienar B. Revision # Mateo
INFORMATION SHEET 1.1-1 Objective:After reading the Information Sheet you must be able to perform the following categories of food and beverage services. .
NATURE OF FOOD AND BEVERAGE SERVICES Food and beverage serving and related workers are the front line of customer service in full-service restaurants, casual dining eateries, and other food service establishments. These workers greet customers, escort them to seats and hand them menus, take food and drink orders, and serve food and beverages. They also answer questions, explain menu items and specials, and keep tables and dining areas clean and set for new diners. Most work as part of a team, helping coworkers to improve workflow and customer service. Waiters and waitresses, also called servers, are the largest group of these workers. They take customers' orders, serve food and beverages, prepare itemized checks, and sometimes accept payment. Their specific duties vary considerably, depending on the establishment. Food and beverage service workers are on their
feet most of the time and often carry heavy trays of food, dishes, and glassware. During busy dining periods, they are under pressure to serve customers quickly and efficiently.
THE CATEGORIES OF FOOD AND BEVERAGE SERVICES: It is important to study and practice carefullythe following categories of food and beverage services. The six categories of FBS are: Welcoming the guest, Room Service, Table Set-up Services, Table Skirting, Table Napkin Fold, and Flower Arrangement. Welcoming the Guest/Waitering-greeting customers as they arrive and showing them to their table. Room Services- is a unit tasked to attend to the delivery of food and beverage orders to the guest’s room. Table Set-up Services- refers to the arrangement of the table such as silverware, glassware and chinaware. Table Napkin Fold- a napkin does not simply rest on a table. It's a direct expression of personality and creativity. Table Skirting-is defined as draping a table with a table cloth in order to give the table a formal and elegant look. Flower Arrangement- is the combination of several elements to produce a visually pleasing display of fresh, silk, or dried flowers. Food and Beverage Services NC II
Date Developed: Nov. 22, 2014 Developed by: Nelienar B. Mateo
Correct sequence of food service: 1.
Welcoming and greeting the guest
2.
Escorting
3.
Seating the guest
4.
Serving drinks
5.
Presenting the menu
6.
Taking orders
7.
Placing order to the kitchen
8.
Set-up the table (fine dining style)
9.
Serving foods/orders
10.
Bussing
Document No. Issued by: Page Revision #
11.
Presenting and setting bills
12.
Bidding goodbye
Correct sequence of room service: 1 2 3 4 5 6 7 8 9 10
Receiving Calls Taking Order Room Number Repeating Order/Repeating Room Number Placing order to the kitchen Serving order to the room Bidding Goodbye Receiving calls for bussing Knocking the door 3x Bidding Goodbye
Table Setup/Table Setting: American Service
Food and Beverage Services NC II
Buffet ServiceRussian Service
Date Developed: Nov. 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page Revision #
French Service
Food and Beverage Services NC II
Date Developed: Nov. 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page Revision #
Table Napkin Fold: The Diamond Fold
Birds of Paradise Fold
Fleur de lis fold
Slide Fold
Arrow Fold
Pyramid Fold
Rose Fold
Candle Fold
Standing Fan Fold
Table Skirting:
Food and Beverage
Date Developed: Nov. 22, 2014
Document No. Issued by:
Services NC II
Developed by: Nelienar B. Mateo
Revision #
Date
Document No.
Page
Flower Arrangement:
Food and
Beverage Services NC II
Developed: Nov. 22, 2014 Developed by: Nelienar B. Mateo
Issued by: Page Revision #
Self-check 1.1-1 Direction: Choose the correct answer and encircle the letter of your choice. 1. Who to serve first with a number of guest in the table? A. Gentlemen B. Child C. Host D. Lady 2. When guest is seated, what is the item the server is removing from table and placing on guest lap? A. Table Cloth B. Napkin C. Dinner plate D. Salt and pepper shaker 3. It is a unit tasked to attend to the delivery of food and beverage orders to the guest’s room? A. Welcoming the guest B. Table Set-up C. Room Service D. Flower Arrangement 4. Using American service, which side of guest you use when serving beverages? A. Right side B. Front C. Left side D. Top 5. It is refers to the arrangement of the table such as silverware, glassware and chinaware? A. Flower Arrangement B. Table Napkin Fold C. Room Service D. Table Set-up
NTTA-TESDA
Date
Document No.
QA SYSTEM
Food and Beverage Services NC II
Developed: Nov. 22, 2014 Developed by: Nelienar B. Mateo
Issued by: Page Revision #
Self-Check 1.1-1 Answer Key
1. 2. 3. 4. 5.
B - Child B - Napkin C – Room Service A – Right Side D – Table Set-up
NTTA-TESDA QA SYSTEM
Food and Beverage Services NC II
Date Developed: Nov. 22, 2014 Developed by:
Document No. Issued by: Page
Nelienar B. Mateo
Revision #
Information sheet 1.1-2 Learning objective: After reading this Information Sheet, you must be able to identify the types of Table Setting.
1. American Service
TYPES OF TABLE SETTING is a plated service because the food is already arranged in individual plates to the kitchen and
2. Buffet Service
ready to serve to the guests. is a self-service because you are going to line up
3. French Service
to get food at the buffet table. is a table side preparation because the food is prepare at the side of the table of the guest with
4. Russian Service
some showmanship. is a platter service in which the food is being dish out to the individual plates of the guest using a
5. Waitering Services
tong. it is a job in a restaurant
NTTATESDA QA SYSTEM
Food and Beverage Services NC II
Date Developed: Nov. 22, 2014
Document No. Issued by:
Developed by: Nelienar B. Mateo
Page
Self-Check 1.1-2 Direction: Choose the correct answer and encircle the letter of your choice. 1. It is a service in which a food is prepare at the side of the table of the guest with some showmanship? A. American Service B. Russian Service C. Filipino Service D. French Service 2. Known as a self-service? A. Filipino Service B. Russian Service C. Buffet Service D. American Service 3. Using American Service, which side of guest you use when serving beverages? A. Front B. Top C. Right side D. Left side 4. In Russian service, what tools they use in serving the food? A. Fork B. Tong C. Ladle
D. Spoon 5. What is the other term for American Service? A. Self-service B. Platter service C. Plated service NTTA-TESDA QA SYSTEM
Food and Beverage Services NC II
Date Developed: Nov. 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page Revision #
D. Family service
Self-Check 1.1-2 Answer Key
1. 2. 3. 4. 5.
D – French Service C – Buffet Service C – Right Side B - Tong C – Plated Service
NTTA-TESDA QA SYSTEM
Food and Beverage Services NC II
Date Developed: Nov. 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by: Page Revision #
INFORMATION SHEET 1.1-3 SERVICES EQUIPMENT AND SUPPLIES/ PROPER USE AND MAINTENANCE Objective: After reading the information sheet you must be able to know the List of Standard Services Equipment and Supplies PURPOSE
CHINAWARES
SILVERWARES
HOLLOWARES
. For serving Appetizer
Fish plate
Fish knife/fork for fish
Supreme bowl for seafood
Plate underliner
Scargo or cocktail fork
cocktail
for seafood
for seafood cocktail
Showplate-underliner for
cocktail For Soup
Soup bowl with
appetizer Soup spoon
plate as underliner For Salad
Salad bowl/ salad plate
Salad fork/knife
Salad containers buffet services
for
Main Course
Dinner plate
Dinner knife/fork
Container of hot items for
plate
Steak Knife
the buffet
Ceraeal bowl for
Serving spoon and fork
cereal Sizzling plates for sizzling dishes Bread
Bread plate
Cups and saucer
Bread knife or butter
Bread basket
spreader
Bread tong
Teaspoon
Coffee/Tea pot
For Coffee/Tea
NTTA-TESDA QA SYSTEM
Sugar/Cream containers
Date Document No. Food and Developed: Issued by: Beverage Nov. 22, 2014 Services NC II Developed by: Page Nelienar B. Revision # Mateo
SERVICES OPERATING EQUIPMENT
CHINAWARES
NTTA-TESDA QA SYSTEM
FLATWARES
Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Page Nelienar B. Revision # Mateo
HOLLOWARES
GLASSWARES
BAR SUPPLIES
NTTA-TESDA QA SYSTEM
Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Page Nelienar B. Revision # Mateo
Self-Check 1.1-2
Direction: Columns A and B are the tools and equipment use in dining. Match Column A with Column B.
COLUMN A
COLUMN B
___________ 1. Container for Cube Ice ___________ 2. Use for Water
A. Water Goblet
B. Tray
___________ 3. Use for serving TeaC. Ice Bucket ___________ 4. Use for Main Course D. Tea Pot ___________ 5. Use for bussing utensils E. Dinner Plate F. Salad Plate G. Red Wine glass
NTTA-TESDA QA SYSTEM
Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Page Nelienar B. Revision # Mateo
Self-Check 1.1-2 Answer Key
1. C- Ice Bucket 2. A- Water Goblet 3. D- Tea Pot 4. E- Dinner Plate 5. B- Tray
NTTA-TESDA QA SYSTEM
Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Page Nelienar B. Revision # Mateo
FORM 2.1 SELF-ASSESSMENT CHECK INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary data or information which is essential in planning training sessions. Please check the appropriate box of your answer to the questions below: CORE COMPETENCIES YES NO CAN I... 1. Welcome and greet guests 1.1 Guests are acknowledged as soon as they arrive ? 1.2 Guests are greeted with an appropriate welcome ? 1.3 Details of reservations are checked based on established standard policy? 2. Seat the guest 2.1 Guests are escorted and seated according to table allocations? 2.2 Tables are utilized according to the number of party.? 2.3 Guests are seated evenly among stations to control the traffic flow of guests in the dining room? 2.4 Cloth napkins are opened for the guests when applicable? 2.5 Water is served when applicable, according to the standards of the foodservice facility? 3. Take food and beverage orders 3.1 Guests are presented with the menu according to established standard practice.? 3.2 Orders are taken completely in accordance with the establishment’s standard procedures? 3.3 Special requests and requirements are noted accurately? 3.4 Orders are repeated back to the guests to confirm items? 3.5 Tableware and cutlery appropriate for the menu choices are provided and adjusted in accordance with establishment procedures? 4. Liaise between kitchen and service areas 4.1 Orders are placed and sent to the kitchen promptly?
4.2
Quality of food is checked in accordance with
Establishment standards? 4.3 Tableware is checked for chips, marks, cleanliness, spills, and drips? 4.4 Plates and/or trays are carried out safely? 4.5 Colleagues are advised promptly regarding readiness of items for service? 4.6 Information about special requests, dietary or cultural requirements is relayed accurately to kitchen where appropriate? 4.7 Work technology are observed according to establishment standard policy and procedures?
Evidences/Proof of Current Competencies
Form 2.2: Evidence of Current Competencies acquired related to Job/Occupation Current Competencies Standard Procedure in
Proof/Evidence Accomplish Standard
Means of validating Checked Standard
Welcome and greet guests Procedure Discuss the Proper Decide Proper
Procedure Checked Proper Procedure
procedure in Seat the
Procedure according
according to standard
guest Sequence in Take food
to standard Demonstrate take food Checked take food and
and beverage orders Know the Liaise between
and beverage orders Comply the Liaise
beverage orders Not complied according to
kitchen and service areas
between kitchen and
the Liaise between kitchen
service areas
and service areas
In reviewing the documents submitted by the prospective Trainee, the following should be considered: 1. Perform the sequence/procedure of:
welcome and greet guest seat the guest take food and beverage orders 2. Compile the liaise between kitchen and service area of: their function and their uses 2. Date to be perform and submission 3. Final Performance and final submission
NTTA-TESDA QA SYSTEM
Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Page Nelienar B. Revision # Mateo
Identifying Training Gaps Form the accomplished Self-Assessment Check (Form 2.1) and the evidences of the current competencies (Form 2.2), Trainer will be able to identify what the training needs of the prospective trainee are. Form 2.3 Summary of Current versus Required Competencies
Required Units of
Current Competencies
Competency/Learning outcomes based on CBC Standard Procedure in
Gaps/Requirements Standard Procedure in
Welcome and greet guests Welcome and greet guests Discuss the Proper procedure in Seat the guest Sequence in Take food
Training
Sequence in Take food
and beverage orders Know the Liaise between
and beverage orders Know the Liaise
kitchen and service areas
between kitchen and service areas
NTTA-TESDA QA SYSTEM
Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Page Nelienar B. Revision # Mateo
JOB SHEET 2.1-1 Title
: Standard Procedure, Tools and Equipment’s to be use and the Menu Sequence of Taking Order Performance Objective: At the end of the session the trainees will be able to know standard procedure, to identify tools and equipment to use in dining and demonstrate menu sequence of taking order Supplies: Handouts, Chinawares, Flatwares, Hollowares, Glasswares, Menu, Pen, Order Slip Equipment: : PC, Printer with ink, Projector, Trolley, Table and Chair
Steps/Procedure: 1. Secure the Self-Assessment Check (Form 2.1) and the evidences of current competencies (Form 2.2) of the trainee assigned to you. 2. Validate the evidences of current competencies. 3. Determine the training gaps using Form 2.3. 4. Convert the training gaps into training needs using Form 2.4. Assessment Method: Portfolio Assessment, Performance Criteria Checklist
NTTA-TESDA QA SYSTEM
Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Page Nelienar B. Revision # Mateo
Form no. 2.4. Training Needs
Training need (Learning Outcomes) Know the Liaise between kitchen and
Module Title/Module of Instruction Conduct Training in Work technology
service areas
NTTA-TESDA QA SYSTEM
according to establishment standard policy and procedures
Food and Beverage Services NC 11
Date Document No. Developed: Issued by: Nov. 22, 2014 Developed by: Page Nelienar B. Revision # Mateo
Performance Criteria Checklist
1. 2. 3. 4.
Criteria Evidences of current competencies are validated Current competencies are identified Discrepancies between current competencies and required competencies are determined. Training needs are completely listed.
NTTA-TESDA QA SYSTEM
Yes
Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Page Nelienar B. Revision # Mateo
No
Activity Sheet Title: Sequence of Food Services Activities: Performance Objective 1. To know the correct sequence of food services. 2. To be able to demonstrate the food services in fine dining area. Supplies: Reading Materials Equipment: PC printer with ink, Projector for Film Viewing Steps/Procedure with Picture: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.
Welcoming and greeting the guest Escorting Seating the guest Serving drinks Presenting the menu Taking orders Placing order to the kitchen Set-up the table (fine dining style) Serving foods/orders Bussing Presenting andsetting bills Bidding goodbye
Assessment Method:
Portfolio Assessment, Performance criteria checklist
NTTA-TESDA QA SYSTEM
Food and Beverage Services NC II
Date Developed: Nov. 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by:
Revision #
TASK SHEET 1.4-6 Title : Construct the Correct Number Performance Objective:Correct Sequence of Food Service Supplies/Materials: TR, CBC, INTERNET Equipment: PC, printer with ink Direction:Arrange the following correct sequence of food services in order by each number. Write your answer in the space provided. ____________ ____________ ____________ ____________ ____________ ____________ ____________ ____________ ____________ ____________ ____________ ____________ .
A. Bidding Goodbye B. Serving foods/orders C. Taking orders D. Presenting and setting bills E. Serving drinks F. Welcoming and greeting the guest G. Presenting the menu H. Escorting I. Set-up the table (fine dining style) J. Seating the guest K. Placing order to the kitchen L. Bussing
NTTA-TESDA QA SYSTEM
Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Page Nelienar B. Revision # Mateo
Performance Criteria Checklist for Constructing the Correct Number Answer Key
A. – 12 Bidding Goodbye B. – 9 Serving foods/orders C. – 6 Taking orders D. –11 Presenting and setting bills E. – 4 Serving drinks F. – 1 Welcoming and greeting the guest G. – 5 Presenting the menu H. – 2 Escorting I. –8Set-up the table (fine dining style) J. – 3 Seating the guest K. – 7 Placing order to the kitchen L. – 10 Bussing
NTTA-TESDA QA SYSTEM
Date Document No. Food and Developed: Issued by: Beverage Services NC II Nov. 22, 2014 Developed by: Page Nelienar B. Revision # Mateo
WORKSHOP LAYOUT Food and Beverage Services NC II Back door
Supplies & Materials
Facilities/Equipment Circulation Area
White Board
Tool Cabinet
Segregation Area Learning Resource
Cabinet
Center
Bar Area
Legend:
Chair
Table
NTTA-TESDA QA SYSTEM
Entrance
Tools and Equipment Cabinet Bar Services
Food and Beverage Services NC II
Date Developed: Nov. 22, 2014 Developed by: Nelienar B. Mateo
Document No. Issued by:
Revision #
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