food and beverage nc ii

COMPETENCY-BASED CURRICULUM

Sector:

TOURISMQualification:

FOOD AND BEVERAGE SERVICE NC II

TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY

East Service Road, South Superhighway, Taguig City, Metro Manila

TABLE OF CONTENTS

Page

A. Course Design..............................................................................................1-6

B. Modules of Instruction.................................................................................7-67

BASIC COMPETENCIES...........................................................................7

o Participating in workplace communications......................................8-11

o Working in a team environment......................................................12-14

o Practicing career professionalism .................................................15-18

o Practicing occupational health and safety procedures ..................19-23

COMMON COMPETENCIES...................................................................24

o Developing and updating industry knowledge................................25-28

o Observing workplace hygienic procedures.....................................29-31

o Performing computer operations....................................................31-37

o Performing workplace and safety practices....................................38-41

o Providing effective customer services............................................42-46

CORE COMPETENCIES..........................................................................47

o Providing a link between kitchen and service area.........................48-50

o Providing food and beverage service.............................................51-58

o Providing room service...................................................................59-64

o Developing and updating food and beverage knowledge...............65-67

COURSE DESIGN

FOOD AND BEVERAGE SERVICES NC II

COURSE DESIGN

COURSE TITLE : FOOD AND BEVERAGE SERVICES NC II

NOMINAL DURATION : 336 hours

COURSE DESCRIPTION :

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

ENTRY REQUIREMENTS :

Trainees or students should posses the following requirements:

Can communicate basic English both in oral and written

At least high school graduate

Physically and mentally fit

With good moral character

Can perform basic mathematical computation

With pleasing personality

CBC Food and Beverage Service NC II - 1 -

COURSE STRUCTURE:

BASIC COMPETENCIES(18 hours)

UNIT OF COMPETENCY

MODULE TITLE LEARNING OUTCOMESNOMINAL

DURATION1. Particip

ate in workplace communication

1.1 Participating in workplace communication

1.1.1 Obtain and convey workplace information

1.1.2 Complete relevant work related documents

1.1.3 Participate in workplace meeting and discussion

4 hours

2. Work in a team environment

2.1 Working in a team environment

2.1.1 Describe and identify team role and responsibility in a team

2.1.2 Describe work as a team member

4 hours

3. Practice career professionalism

3.1 Practicing career professionalism

3.1.1 Integrate personal objectives with organizational goals.

3.1.2 Set and meet work priorities.

3.1.3 Maintain professional growth and development

5 hours

4. Practice occupational health and safety

4.1 Practicing occupational health and safety

4.1.1 Evaluate hazard and risks

4.1.2 Control hazards and risks4.1.3 Maintain occupational

health and safety awareness

5 hours

COMMON COMPETENCIES(18 hours)

UNIT OF COMPETENCY


DURATION1. Develop and

update industry knowledge

1.1 Developing and update industry knowledge

1.1.1 Identify and access key sources of information on the industry

1.1.2 Access, apply and share industry information

1.1.3 Update continuously relevant industry knowledge

2 hours


UNIT OF COMPETENCY


DURATION2. Observe

workplace hygiene procedures

2.1 Observing workplace hygiene procedures

2.1.1 Practice personal grooming and hygiene

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

4 hours

3. Perform computer operations

3.1 Performing computer operations

3.1.1 Identify and explain the functions, general features and capabilities of both hardware and software undertaken

3.1.2 Prepare and use appropriate hardware and software according to task requirement

3.1.3 Use appropriate devices and procedures to transfer files/data

3.1.4 Produce accurate and complete data according to the requirements

3.1.5 Maintain computer system

4 hours

4. Perform workplace and safety practices

4.1 Performing workplace and safety practices

4.1.1 Practice workplace safety and security and hygiene systems, 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

4 hours

5. Provide effective customer service

5.1 Providing effective customer service

5.1.1 Apply effective verbal and non-verbal communication skills to respond to customer need

5.1.2 Provide prompt and quality service to customer

5.1.3 Handle queries promptly and correctly in line with enterprise procedures

5.1.4 Handle complaints, evaluation and recommendations

4 hours


CORE COMPETENCIES(300 hours)

UNIT OF COMPETENCY


DURATION1. Provide link

between kitchen & service areas

1.1 Providing link between kitchen & service areas

1.1.1. Liaise between kitchen and service areas

1.1.2 Clean and clear food service area

40 hours

2. Provide food and beverage service

2.1 Providing food and beverage service

2.1.1 Prepare dining/restaurant area for service

2.1.2 Prepare and set tables2.1.3 Welcome customers2.1.4 Take and process orders2.1.5 Serve and clear food and

drinks2.1.6 Close down

restaurant/dining area

160 hours

3. Provide room service

3.1 Providing room service

3.1.1 Take and process room service orders

3.1.2 Set-up trays and trolleys3.1.3 Present room service

meals and beverages to guest

3.1.4 Present room service accounts

3.1.5 Clear room service area

90 hours

4. Develop & update food & beverage knowledge

4.1 Developing & update food & beverage knowledge

4.1.1 Research general information on food and beverage cocktails

4.1.2 Share information with customers

10 hours


RESOURCES:

TOOLS:

DINNERWARES: Dinner plates, 10” Show/base plates, 12” Fish plates, 8” Fish plates, 8” Dessert plates, 7” Cereal plates, 5” Side plates or bread

plates, 6” Bouillon cups and

saucers, 8-12 oz. Teacups and saucers, 6

2/3 oz. Demi-tasse, 3 1/3 oz. Coffee pots, 2 pint Tea pots, 2 pint

TABLES: Square tables good for 4

persons CLOTH 54”X54 90”X90” 64”X64” 72”X72” Side towels

CUTLERIES: Dinner knives Dinner forks Salad knives Salad forks Fish knives Fish forks Soup spoons Dessert spoons Dessert forks Teaspoons Demi-tasse spoons Long spoons TOOLS Cocktail forks Service forks Service spoons Sauce ladles Soup ladles Cake servers

GLASSWARE: Red wine glasses White wine glasses Water goblets

OTHER ACCESSORIES: Salt shakers Pepper shakers Pepper mills Rectangular trays Oval trays Round trays Tooth pick holders Sugar containers Creamer containers Oil and vinegar

containers and holders Sauce boats Menu cards Order pads Pens Flower bases Reservation books Water pitchers Plate covers Bill folder/change trays Ice bucket with tongs

EQUIPMENT:

Dining chair Tray stand (optional) Waiter station cabinet Computer Printer Telephone Fax Machine Calculator Multi media

MATERIALS:

50 cm X 50 cm Table napkin Module Manuals Hand outs VHS/CD/DVD


ASSESSMENT METHODS:

Direct observation Practical demonstration Oral/written test

COURSE DELIVERY:

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

TRAINER'S QUALIFICATION:

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


MODULES OF INSTRUCTION

BASIC COMPETENCIES


UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATIONS

MODULE TITLE : PARTICIPATING IN WORKPLACE COMMUNICATIONS

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


QUALIFICATION LEVEL : NC II

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

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Obtain and convey workplace information

LO2. Complete relevant work related documents.

LO3. Participate in workplace meeting and discussion.


LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION

ASSESSMENT CRITERIA:

1. Specific relevant information is accessed from appropriate sources.2. Effective questioning and active listening and speaking are used to gather and

convey information.3. Appropriate medium is used to transfer information and ideas.4. Appropriate non-verbal communication is used.5. Appropriate lines of communication with superiors and colleagues are identified

and followed.6. Defined work procedures for the location and storage of information are used.7. Personnel interaction is carried out clearly and concisely.

CONTENTS:

Parts of speech Sentence construction Effective communication

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

Writing materials (pen & paper) References (books) Manuals

METHODOLOGIES:

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

ASSESSMENT METHODS:

Written test Practical performance test Interview


LO2. COMPLETE RELEVANT WORK RELATED DOCUMENTS

ASSESSMENT CRTERIA:

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

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

guidelines.

CONTENTS:

Basic mathematics Technical writing Types of forms

CONDITIONS:

The students/trainees must be provided with the following:

Paper Pencils / ball pen Reference books Manuals

METHODOLOGIES:

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

ASSESSMENT METHODS:

Written test Practical! performance test Interview


LO3. PARTICIPATE IN WORKPLACE MEETING AND DISCUSSION


1. Team meetings are attended on time.2. Own opinions are clearly expressed and those of others are listened to without

interruption.3. Meeting inputs are consistent with the meeting purpose and establish protocols.4. Workplace interaction are conducted in a courteous manner appropriate to

cultural background and authority in the enterprise procedures.5. Questions about simple routine workplace procedures and matters concerning

conditions of employment are asked and responded.6. Meeting outcomes are interpreted and implemented.

CONTENTS:

Sentence construction Technical writing Recording information

CONDITIONS:


Paper Pencils/ball pen References (books) Manuals

METHODOLOGIES:

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

ASSESSMENT METHODS:

Written test Practical / performance test Interview


UNIT OF COMPETENCY : WORK IN A TEAM ENVIRONMENT

MODULE TITLE : WORKING IN A TEAM ENVIRONMENT

MODULE DESCRIPTOR : This module covers the knowledge, skills, and attitudes required in order to relate in a work-based environment.




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

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

LO2. Describe work as a team member.


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


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

CONTENTS:

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

CONDITIONS:

The students/ trainees must be provided with the following:

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

METHODOLOGIES:

Group discussion/interaction Case studies Simulation

ASSESSMENT METHODS:

Written test Observation Simulation Role playing


LO2. DESCRIBE WORK AS A TEAM MEMBER


1. Appropriate forms of communication and interactions are undertaken.2. Appropriate contributions to complement team activities and objectives were

made.3. Reporting using standard operating procedures followed.4. Development of team work plans based from role team were contributed.

CONTENTS:

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

CONDITIONS:

The students I trainees must be provided with the following:

SOP of workplace Job procedures Organization or external personnel

METHODOLOGIES:

Group discussion/interaction Case studies Simulation

ASSESSMENT METHODS:

Observation of work activities Observation through simulation or role play Case studies and scenarios.


UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM

MODULE TITLE : PRACTICING CAREER PROFESSIONALISM

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes in promoting career growth and advancement, specifically; to integrate personal objectives with organizational goals set and meet work priorities and maintain professional growth and development.




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

LO1. Integrate personal objectives with organizational goals

LO2. Set and meet work priorities

LO3. Maintain professional growth and development


LO1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS


1. Personal growth and work plans towards improving the qualifications set for professionalism are achieved.

2. Intra- and interpersonal relationship in the course of managing oneself based on performance evaluation is maintained.

3. Commitment to the organization and its goal is demonstrated in the performance of duties.

4. Practice of appropriate personal hygiene is observed.5. Job targets within key result areas are attained.

CONTENTS:

Personal Development-Social Aspects: Intra and Interpersonal Development Organizational Goals Personal Hygiene and Practices Code of Ethics

CONDITIONS:


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

METHODOLOGIES:

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

ASSESSMENT METHODS:

Role play Interview Written examination


LO2. SET AND MEET WORK PRIORITIES


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

2. Resources are utilized efficiently and effectively to manage work priorities and commitments.

3. Practices and economic use and maintenance of equipment and facilities are followed as per established procedures.

4. Job targets within key result areas are attained.

CONTENTS:

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

CONDITIONS:

The students/ trainees must be provided with the following

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

METHODOLOGIES:

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

ASSESSMENT METHODS:

Role play Interview Written examination


LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT


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

2. Licenses and/or certifications according to the requirements of the qualifications are acquired and maintained

3. Fundamental rights at work including gender sensitivity are manifested/observed

4. Training and career opportunities based on the requirements of industry are completed and updated.

CONTENTS:

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

CONDITIONS:


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

METHODOLOGIES:

Group discussion/interaction Film viewing Role play/simulation

ASSESSMENT METHODS:

Demonstration Interview Written examination Portfolio assessment


UNIT OF COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES

MODULE TITLE : PRACTICING OCCUPATIONAL HEALTH AND SAFETY PROCEDURES

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes required to comply with the regulatory and organizational requirements for occupational health and safety such as identifying, evaluating and maintaining OH & S awareness.




Upon completion of this module, the trainee/student must be able to:. LO1. Evaluate hazards and risks LO2. Control hazards and risksLO3. Maintain occupational health and safety awareness


LO1. IDENTIFY HAZARDS AND RISKS


1. Workplace hazards and risks are identified and clearly explained.2. Hazards/Risks and its corresponding indicators are identified in with the

company procedures.3. Contingency measures are recognized and established in accordance with

organizational procedures.

CONTENTS:

Hazards and risks identification and control Organizational safety and health protocol Threshold limit value (TLV) OHS indicators

CONDITIONS:


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

METHODOLOGIES:

Group discussion/interaction Simulation Symposium Group dynamics

ASSESSMENT METHODS:

Situation analysis Interview Practical examination Written examination


LO1. EVALUATE HAZARDS AND RISKS


1. Terms of maximum tolerable limits are identified based on threshold limit values (TLV)

2. Effects of hazards are determined.3. OHS issues and concerns are identified in accordance with workplace

requirements and relevant workplace OHS legislation.

CONTENTS:

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

CONDITIONS:

The students/trainees must be provided with the following

Handout on- Phil. OHS Standards- Effects of hazards in the workplace- Ergonomics- ECC regulations

TLV Table CD’s, VHS tapes, transparencies

METHODOLOGIES:

Group discussion/interaction Situation analysis Symposium Film viewing Group dynamics

ASSESSMENT METHODS:

Interview Written examination Simulation


LO2. CONTROL HAZARDS AND RISKS


1. OHS procedures for controlling hazards and risk are strictly followed.2. Procedures in dealing with workplace accidents, fire and emergencies are

followed in accordance with the organization’s OHS policies.3. Personal protective equipment is correctly used in accordance with

organization’s OHS procedures and practices.4. Procedures in providing appropriate assistance in the event of workplace

emergencies are identified in line with the established organizational protocol.

CONTENTS:

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

CONDITIONS:


Handouts on- Safety Regulations- Clean Air Act- Electrical and Fire Safety Code- Waste management- Disaster Preparedness and Management- Contingency Measures and Procedures- OHS Personal Records

PPE CD’s, VHS tapes, transparencies

METHODOLOGIES:

Group discussion/interaction Symposium Film viewing Group dynamics Self pace

ASSESSMENT METHODS:

Written Interview Case/situation analysis Simulation


LO3. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS


1. Procedures in emergency related drill are strictly followed in line with the established organization guidelines and procedures.

2. OHS personal records are filled up in accordance with workplace requirements.

3. PPE are maintained in line with organization guidelines and procedures.

CONTENTS:

Operational health and safety procedure, practices and regulations Emergency-related drills and training

CONDITIONS:


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

METHODOLOGIES:

Group discussion/interaction Simulation Symposium Film viewing Group dynamics

ASSESSMENT METHODS:

Demonstration Interview Written examination Portfolio assessment



COMMON COMPETENCIES


UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

MODULE TITLE : DEVELOPING AND UPDATING INDUSTRY KNOWLEDGE

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



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

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

LO2. Access, apply and share industry information

LO3. Update continuously relevant industry knowledge


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


1. Sources of information on the industry are correctly identified and accessed.2. Specific information on sector of work is accessed and updated.

CONTENTS:

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

CONDITIONS:


Proper hygiene procedure manuals Internet Personal computer Reference book Industry journals

METHODOLOGIES:

Self paced/modular Demonstration Small group discussion Distance education

ASSESSMENT METHODS

Written/oral examination Practical demonstration


LO2. ACCESS, APPLY AND SHARE INDUSTRY INFORMATION


1. Sources of information on the industry are accessed and applied2. Industry information is correctly applied to day-to-day activity3. Information to assist effective work performance is obtained

CONTENTS:

Trade unions environmental issues and requirements Industrial relations issues and major organization Career opportunities Work ethic required to work in the industry Quality assurance

CONDITIONS:


Industry journals/manuals Internet Personal computer Reference book

METHODOLOGIES:


ASSESSMENT METHODS



LO3. UPDATE CONTINUOUSLY RELEVANT INDUSTRY KNOWLEDGE


1. Updated knowledge is shared with customer and colleagues2. Formal and informal research is use to update general knowledge of the industry

CONTENTS:

Information sources- Media- Libraries/reference book- Union/industry association- Internet

Legislation that affects the industry

CONDITIONS:


Internet Personal computer Reference book

METHODOLOGIES:


ASSESSMENT METHODS



UNIT OF COMPETENCY : OBSERVE WORKPLACE HYGIENIC PROCEDURES

MODULE TITLE : OBSERVING WORKPLACE HYGIENIC PROCEDURES

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





LO1. Practice personal grooming and hygiene

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


LO1. PRACTICE PERSONAL GROOMING AND HYGIENE


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

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

CONTENTS:

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

general hygiene.

CONDITIONS:

Students/trainees must be provided with the following:

Sources of information on the industry. Industry knowledge.

METHODOLOGIES:

Lecture/ demonstration Self-paced instruction Group discussion Film showing

ASSESSMENT METHODS:

Interview/questioning. Practical demonstration. Portfolio of industry information related to trainee’s work.


LO2. PRACTICE SAFE AND HYGIENIC HANDLING, STORAGE AND DISPOSAL OF FOOD , STORAGE AND DISPOSAL OF FOOD, BEVERAGE AND MATERIALS


1. Potential hygienic risks are identified in line with enterprise procedures.2. Action to minimize and remove risks is taken within scope of individual

responsibility of enterprise / legal requirements.3. Hygienic risks beyond control of individual staff members are reported to the

appropriate person for follow up.

CONTENTS:

Knowledge on factors which contribute to workplace hygiene problems. General hazards in handling of food, linen and laundry and garbage, including

major causes of contamination and cross-infection. Sources of and reasons for food poisoning. Hygienic risks, minimizing or removing.

CONDITIONS:


Sources of information on the industry. Industry knowledge.

METHODOLOGIES:


ASSESSMENT METHODS:

Written examination Practical examination


UNIT OF COMPETENCY : PERFORM COMPUTER OPERATIONS

MODULE TITLE : PERFORMING COMPUTER OPERATIONS

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

SUGGESTED DURATION : 4 hours


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

LO1. Identify and explain the functions, general features and capabilities of both hardware and software

LO2. Prepare and use appropriate hardware and software according to task requirement

LO3. Use appropriate devices and procedures to transfer files/data

LO4. Produce accurate and complete data according to the requirements

LO5. Maintain computer system


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

ASSESSMENT CRITERIA:1. General features of the computer are explained according to sequence of

operation.2. Functions of computer hardware and software are identified and explained.3. Types of peripheral devices are identified.4. Connections between computer and peripheral devices are explained.

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

CONDITION: The trainees/students must be provided with the following: Equipment and accessories

- Personal computer- Network system- Communication equipment- Printer- Scanner- Keyboard- Mouse

Supplies and materials- Office supplies- Diskettes- CDs- Zip disks

Tools- Set of screw driver

Learning materials- Learning elements/activity sheets- Manufacturer’s manual

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

ASSESSMENT METHODS: Written/oral examination Practical demonstration interview


LO2. PREPARE AND USE APPROPRIATE HARDWARE AND SOFTWARE ACCORDING TO TASK REQUIREMENT


1. Requirements of task are determined.2. Prepared and used hardware components correctly and according to task

requirement.3. Task is planned to ensure OH & S guidelines and procedures are followed.

CONTENTS:

Basic ergonomics of keyboard and computer use Standard operating procedures in entering and saving data

into the computer Storage media Ergonomic guidelines

CONDITION:

The trainees/students must be provided with the following:

Equipment and accessories- Personal computer

Network system- Communication equipment- Printer- Scanner- Keyboard- Mouse




METHODOLOGIES:

Self-paced/modular Demonstration Small group discussion Distance education

ASSESSMENT METHODS:

Written/oral examination Practical demonstration interview


LO3. USE APPROPRIATE DEVICES AND PROCEDURES TO TRANSFER FILES/DATA


1. Correct program/application is selected based on job requirements2. Program/application containing the information required is accessed in

accordance with the company procedures3. Desktop icons are correctly selected, opened and closed for navigation purposes.4. Keyboard techniques is carried out in line with OHS requirements for safe use of

keyboards

CONTENTS:

Procedures/techniques in accessing Information Desktop Icons Keyboard techniques based on OHS requirements

CONDITION:


Equipment and accessories- Personal computer- Network system- Communication equipment- Printer- Scanner- Keyboard- Mouse




METHODOLOGIES:


ASSESSMENT METHODS



LO4. PRODUCE ACCURATE AND COMPLETE DATA ACCORDING TO THE REQUIREMENTS


1. Entered data is processed using appropriate software commands2. Printed out data as required using computer hardware/peripheral devices is in

accordance with standard operating procedures3. Transferred files/data between compatible systems using computer software,

hardware/peripheral devises is in accordance with standard operating procedures

CONTENTS:

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

CONDITION:


Equipment and accessories- Personal computer- Network system- Communication equipment- Printer- Scanner- Keyboard- Mouse




METHODOLOGIES:


ASSESSMENT METHODS



LO5. MAINTAIN COMPUTER SYSTEM

ASSESSMENT CRITERIA:1. Cleaning, minor maintenance and replacement of consumables are implemented

in accordance with standard operating procedures2. Procedures for ensuring security of data including regular back-ups and virus

checks are implemented in accordance with standard operating procedures3. Basic file maintenance procedures are implemented in line with the standard

operating procedures

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

CONDITION:The trainees/students must be provided with the following: Equipment and accessories

- Personal computer- Network system- Communication equipment- Printer- Scanner- Keyboard- Mouse




METHODOLOGIES: Self-paced/modular Demonstration Small group discussion

ASSESSMENT METHODS Written/oral examination Practical demonstration interview


UNIT OF COMPETENCY : PERFORM WORKPLACE AND SAFETY PRACTICES

MODULE TITLE : PERFORMING WORKPLACE AND SAFETY PRACTICES

MODULE DESCRIPTOR : This module covers performing workplace and safety practices also in dealing with emergency situations.





LO1. Practice workplace safety, security and hygiene systems, processes and operations

LO2. Respond appropriately to faults, problems and emergency situations in line with enterprise guidelines

LO3. Maintain safe personal presentation standards.


LO1. PRACTICE WORKPLACE SAFETY, SECURITY AND HYGIENE SYSTEMS


1. Workplace procedures for health, safety and security are identified and clearly explained.

2. Hazards and control are identified in line with workplace procedures.3. Safe work techniques in regard with the used of devices and equipment are

recognized and established.4. Practice of 5S is understood and applied in workplace.

CONTENTS:

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

CONDITIONS:


Sample workplace equipment and devices. Hand-outs / printed materials of safety manuals Film / video clips

METHODOLOGIES:


ASSESSMENT METHODS:

Hands-on Direct observation Practical demonstration Role-playing/ simulation Dramatization / fire drill


LO2. RESPOND APPROPRIATELY TO FAULTS, PROBLEMS AND EMERGENCY SITUATIONS IN LINE WITH ENTERPRISE GUIDELINES


1. Emergency situations are recognized and appropriate actions are taken.2. Emergency procedures are followed in line with workplace procedures.3. Details of emergency situations are reported in line with workplace

procedures.

CONTENTS:

Types / kinds of emergency. Emergency procedure – recognition, action and prevention. First aid procedures.

CONDITIONS:


Hands-out Film / video clips First aid kit.

METHODOLOGIES:


ASSESSMENT METHODS:



LO3. MAINTAIN SAFE PERSONAL PRESENTATION STANDARDS

ASSESSMENT CRITERION:

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

CONTENTS:

Use of PPE Safe and proper posture.

CONDITIONS:


Hands-out Film / video clips

METHODOLOGIES:


ASSESSMENT METHODS:



UNIT OF COMPETENCY : PROVIDE EFFECTIVE CUSTOMER SERVICES

MODULE TITLE : PROVIDING EFFECTIVE CUSTOMER SERVICES

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





LO1. Apply effective verbal and non-verbal communication skills to respond to customer needs

LO2. Provide prompt and quality service to customer

LO3. Handle queries promptly and correctly in line with enterprise procedures

LO4. Handle complaints, evaluation and recommendations


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


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

2. Verbal and non-verbal communication are identified and appropriated to the situation.

3. Non-verbal communication is observed carefully.4. Cultural and social differences is understood and demonstrated.

CONTENTS:

Components of communication, communication process and barriers of communication.

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

CONDITIONS:


Hands-out Flowchart / diagram Film / video clips

METHODOLOGIES:


ASSESSMENT METHODS:

Hands-on Direct observation Practical demonstration Role-playing/ simulation


LO2. PROVIDE PROMPT AND QUALITY SERVICE TO CUSTOMER


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

CONTENTS:

Enhancement of interpersonal and listening skills. Good working attitude and pleasant approach. Public relations skills.

CONDITIONS:



METHODOLOGIES:


ASSESSMENT METHODS:



LO3. HANDLE QUERIES PROMPTLY AND CORRECTLY IN LINE WITH ENTERPRISE PROCEDURES


1. Customer needs are promptly attended in line with workplace procedures and regulations.

2. Appropriate relation is maintained with customer to meet high quality service delivery.

3. Enhancement of quality of service is taken whenever possible.

CONTENTS:

Modes of greeting and farewell. Proper addressing of needs of persons. (by gender, age, status, physical

condition) Style manual requirement. Standard letters and proformas.

CONDITIONS:



METHODOLOGIES:


ASSESSMENT METHODS:



LO4. HANDLE COMPLAINTS, EVALUATION AND RECOMMENDATIONS


1. Guests are politely greeted.2. Complaint is resolved with responsibility.3. Nature and details of complaint are established.4. Action is taken appropriately to resolve the complaint to meet customer

satisfaction.5. Evaluation and recommendations are acted upon with sincerity to ensure high

quality standards.

CONTENTS:

Proper way of answering complaints in line with workplace procedures. Nature and details of complaints. Industry/ workplace procedures in giving evaluation and recommendations.

CONDITIONS:


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

METHODOLOGIES:


ASSESSMENT METHODS:




CORE COMPETENCIES


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

MODULE TITLE : PROVIDING A LINK BETWEEN KITCHEN AND SERVICE AREA

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



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

LO1. Liase between kitchen and service areas

LO2. Clean and clear food service area


LO1. LIASE BETWEEN KITCHEN AND SERVICE AREAS


1. Kitchen service points were attended to and monitored to ensure prompt pick up for food items based on establishment policy

2. Quality of food was checked in accordance with establishment standards3. Service wares were checked for chips, marks, spills, and drips4. Plates and/or trays are carried out safely5. Food is transferred and placed promptly at the appropriate service point in

accordance with safety requirements6. Colleagues were advised promptly regarding readiness of items for service7. Traditional items required from the kitchen were identified through monitoring of

service areas and consultation with other service colleagues

CONTENTS:

Workflow structures within a food and beverage service location Communication and interpersonal skills Roles and responsibilities in the food service team

CONDITIONS:

The trainee / student must be provided with the following:

Table and chairs Dinner fork Table cloth Table napkin Teaspoon Glasswares Condiment Water goblet Sugar bowl / creamer

Cup and saucer Flower arrangement

(fresh/artificial) Dinner knife Ashtray Tray Plates Linens Service wares

METHODOLOGIES:

Lecture Discussion Film viewing Demonstration

ASSESSMENT METHODS:

Oral examination Written examination Performance test


LO2. CLEAN AND CLEAR FOOD SERVICE AREA


1. Used items were properly removed from service areas and safely transferred to the appropriate location for cleaning

2. Leftover food and disposables are disposed of in accordance with hygiene regulations

CONTENTS:

Hygienic and appropriate personal presentation Legislation on OH & S and food hygiene

CONDITIONS:





METHODOLOGIES:


ASSESSMENT METHODS:



UNIT OF COMPETENCY : PROVIDE FOOD AND BEVERAGE SERVICE

MODULE TITLE : PROVIDING FOOD AND BEVERAGE SERVICE

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




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

LO1 Prepare dining/restaurant area for service

LO2 Prepare and set tables

LO3 Welcome customers

LO4 Take and process orders

LO5 Serve and clear food and drinks

LO6 Close down restaurant/dining area


LO1. PREPARE DINING/RESTAURANT AREA FOR SERVICE


1. Table appointment is prepared before setting the table2. All pre-set equipment / utensils must be immaculately clean sanitized with

sanitizing detergent3. Sanitized equipment / utensils are wiped dry and free from spots or water marks4. Linen in fresh, clean and without spots on stains and not wrinkled5. Place mat are cleaned and without odor6. Tables and chairs are checked7. Cutleries are checked8. menu variation and daily specials are verified with kitchen staff

CONTENTS:

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

CONDITIONS:

The trainee/student must be provided with the following:

Tables and chairs Glassware Dinner fork Dinner spoon Table cloth Table napkin Teaspoon Menu and wine list Flower arrangement

(artificial/fresh)

Dinner knife Ashtray Trays Plates Cutlery Crockery Linen Condiments Cash register Coffee maker


LO2. PREPARE AND SET TABLES


1. Standard of Table Set-UpA. Completeness:- All needed utensils are set up the table prior to serving orders. Coffee tea

must go with sugar and milk / creamer- Place mat is set up when the table is not covered with table cloth. It is a

placed at the center of the cover.- Require condiments as stated in the event order are available and properly

installed before the start of the function.- Client requirements as stated in the event order are available and properly

installed before the start of the function- If – pre – set up is made, the additional cutlery are completed prior to serving

ordersB. Balance and Uniformity:- Even spacing between chairs and cover.- Cutlery are space at least ½ inch from the edge of the table- Same utensils is set up for the same order- Cutlery are aligned properly with the same distance from the edge of the tableC. Order:- All service utensils are placed on the appropriate side of the cover.- The glasses cups, savers, spoon, knife and cocktail fork are on the right side- Fork and side dishes are on the left side- Folded paper napkin on the left side under the fork- Water glass is set on the right side about an inch on top of the knife- Required condiments as well as flower base are placed at the center of the

table.- The cutlery are arranged in proper sequence following the order by which they

will be servedD. Eye Appeal- Presidential and buffet table are skirted for banquet functions- Appropriate color combination are used- No eye sore is seen in the dining area- Appropriate center piece and other desert are provided forE. Time Lines:- Set – up is completed on time at least thirty minutes prior to start the

operation on banquet functions

CONTENTS:

Completeness of table set-up Balance and Uniformity of utensils used Order of the utensils Eye appeal Timeliness


CONDITIONS:





METHODOLOGIES:


ASSESSMENT METHODS:



LO3. WELCOME CUSTOMERS


1. Lead the customer towards the table2. Walk a little a head of customer when escorting3. Endorsed them to the captain or waiter and assist them in getting seated

according to table allocation4. Captain or waiter pulled the chair for the lady and assist her in getting seated5. Present menu and drink lists

CONTENTS:

Welcoming / greeting the guest protocol Steps procedure and rationale in seating the guest

CONDITIONS:

The trainees / students must be provided with the following:

Guidelines Company rules and regulations Simulated environment

METHODOLOGIES:

Lecture Discussion Demonstration Video presentation

ASSESSMENT METHODS:

Return demonstration Observation Oral/written examination


LO4.TAKE AND PROCESS ORDERS


1. Orders are taken and recorded accurately with minimal disruption to customers2. Recommendations and suggestions are made to assist customers with drink and

meal selections3. Customer questions on menu items are answered correctly and courteously in

accordance with enterprise policy4. Information about any special requests, dietary or cultural requirements are

relayed accurately to kitchen where appropriate5. Ordering systems were operated correctly in accordance with establishment

procedures6. Glassware, service ware and cutlery suitable for menu choices are provided and

adjusted in accordance with establishment procedures

CONTENTS:

Take food / beverage order Present the menu to guests

CONDITIONS:


Menu cards Order pad / slip Pen

METHODOLOGIES:


ASSESSMENT METHODS:

Written / Oral test Practical test


LO5. SERVE AND CLEAR FOOD AND DRINKS


1. Food and beverage collections were collected promptly from service areas, checked for presentation and conveyed to customers safely

2. Flow of service and meal delivery is monitored in accordance with enterprise procedures

3. Delays of deficiencies in service were recognized and followed up promptly based on enterprise policy

4. Food and beverage were served courteously in accordance with establishment standards and hygiene requirements

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

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

establishment procedures8. Guests were bid goodbye from the restaurant/dining area and table

appointments are re-set

CONTENTS:

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

CONDITIONS:


Guidelines Instructions Hotel & Restaurant rules and

regulation Table and chairs Trays Condiments Ashtrays

Shakers Flower base Table napkins Glassware Able cloth Chinaware Flatware

METHODOLOGIES:


ASSESSMENT METHOS:

Written / oral test Practical test


LO6. CLOSE DOWN RESTAURANT/DINING AREA


1. Equipment were stored and/or prepared for the next service in accordance with establishment procedures

2. Restaurant/dining area was cleared, cleaned or dismantled in accordance with establishment procedures and safety requirements

3. Re-set tables correctly for the next service in accordance with procedures and requirements

4. Services was reviewed and evaluated with colleagues identifying possible improvements

CONTENTS:

Procedures in re-setting tables Safety practices in resetting the table

CONDITIONS:


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

METHODOLOGIES:


ASSESSMENT METHODS:

Written / oral test Practical test


UNIT OF COMPETENCY : PROVIDE ROOM SERVICE

MODULE TITLE : PROVIDING ROOM SERVICE

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




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

LO1. Take and process room service orders

LO2. Set-up trays and trolleys

LO3. Present room service meals and beverages to guest

LO4. Present room service accounts

LO5. Clear room service area


LO1. TAKE AND PROCESS ROOM SERVICE ORDERS


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

CONTENT:

Taking room service orders

CONDITIONS:

Student/ trainee must be provided with the following:

Equipment Telephone

Materials/ Supplies Pen and paper Guidelines

METHODOLOGIES:

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

ASSESSMENT METHODS:

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


LO2. SET-UP TRAYS AND TROLLEYS


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

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

CONTENTS:

Equipment and material selection and set-up

CONDITIONS:


Tools butlers condiments cutlery glassware

Equipment Trolley

Materials/ Supplies hand towels pen and paper beverages

METHODOLOGIES:

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

ASSESSMENT METHODS:



LO3. PRESENTS ROOM SERVICE MEALS AND BEVERAGES TO GUESTS


1. Knocks guest’s room courteously2. Greets guest upon entry of the room in accordance to establishment’ standards3. Consults guest as to where the tray is laid or where to position trolley inside the

room

CONTENT:

Room service meal delivery and serving

CONDITIONS:


Tools trays

Equipment Trolleys Toasters Warming

equipment/ lids

Materials/ Supplies Linen Glassware Table

appointments

METHODOLOGIES:


ASSESSMENT METHODS:



LO4. PRESENT ROOM SERVICE ACCOUNTS


1. Check guest account accurately2. Presents account in accordance to establishments’ procedures3. Presents cash payment to cashier for processing in accordance to

establishments’ guidelines4. Presents charge accounts to guest for signing based on establishments’

procedures

CONTENT:

Billing of guest

CONDITIONS:


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

METHODOLOGIES:


ASSESSMENT METHODS:



LO5. CLEAR ROOM SERVICE AREA


1. Checks and clear floors in accordance with establishment’s policy and guidelines2. Returns trays and trolleys to the room service in accordance to company

procedures3. Re-stocks food and beverage and equipments in accordance to establishment’s

policy

CONTENT:

Clean room service area

CONDITIONS:


Tools trays

Equipment Trolleys Toasters Warming

equipment

Materials/ Supplies Linen Glassware Table

appointments

METHODOLOGIES:


ASSESSMENT METHODS:



UNIT OF COMPETENCY : DEVELOP AND UPDATE FOOD AND BEVERAGE KNOWLEDGE

MODULE TITLE : DEVELOPING AND UPDATING FOOD AND BEVERAGE KNOWLEDGE

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




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

LO1. Research general information on food and beverage cocktails

LO2. Share information with customers


LO1. RESEARCH GENERAL INFORMATION ON FOOD AND BEVERAGE COCKTAILS


1. Required information was identified based on daily activities associated with the job

2. Suitable sources were identified based on the required information on food and beverage

3. Current knowledge of food and beverage were offered and recommended when appropriate

4. Responded courteously and correctly to customer questions on menus and drink lists

CONTENTS:

Past and current trend in food and beverage Types of food and beverage

- Special dietary requirements- Special cultural needs

CONDITIONS:


Food and beverage reference books Recipes and menus Internet Trade shows and exhibitions Food and cooking demonstrations Menu card

METHODOLOGIES:


ASSESSMENT METHODS:



LO2. SHARE INFORMATION WITH CUSTOMERS


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

2. Suitable combinations of food and beverages were offered and recommended when appropriate

3. Responded courteously and correctly to customer questions on menus and drink lists

CONTENTS:

Appropriate combinations of food and beverage based on the following:- Customer preferences- Traditional combinations of foods and beverages- Special dietary requirements- Special cultural needs

National/local Act related to service of food and beverage

CONDITIONS:


Food and beverage reference books Recipes and menus Internet Trade shows and exhibitions Food and cooking demonstrations Menu card

METHODOLOGIES:


ASSESSMENT METHODS:



What is Competency-Based Curriculum (CBC)

A competency-based curriculum is a framework or guide for the subsequent detailed development of competencies, associated methodologies, training and assessment resources.

The CBC specifies the outcomes which are consistent with the requirements of the workplace as agreed through the industry or community consultations.

CBC can be developed immediately when competency standards exist.

When competency standards do not exist, curriculum developers need to clearly define the learning outcomes to be attained. The standard of performance required must be appropriate to industry and occupational needs through the industry/enterprise or specified client group consultations.

These materials are available in both printed and electronic copies.

For more information please contact:Technical Education and Skills Development Authority (TESDA)Telephone Nos.: 893-8281, 817-4076 to 82 loc. 611, 630, 631 and 635 or visit our website: www.tesda.gov.ph or the TESDA Regional or Provincial Office nearest you.

http://www.tesda.gov.ph/

food and beverage nc ii

Documents

workplace information

workplace communication1

beverage service nc

workplace meeting

workplace communications8

course design food

beverage knowledge65

beverage service51