SECTOR BASIC COMPETENCY :

TOURISM

COMMUNICATIONS PARTICIPATE IN WORKPLACE COMMUNICATION PARTICIPATING IN WORKPLACE COMMUNICATIONS This module covers the knowledge, skills and attitudes required to obtain, interpret and convey information in response to workplace requirements. 16 hrs NC II Receive and Respond to workplace Communication. (NCI)

UNIT OF COMPETENCY : MODULE TITLE :

MODULE DESCRIPTOR :

SUGGESTED DURATION : QUALIFICATION LEVEL : PREREQUISITE :

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module the students/ trainees will be able to: LO 1. Obtain and convey workplace information LO 2. Complete relevant work related documents. LO 3. Participate in workplace meeting and discussion.

LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION. ASSESSMENT CRITERIA: 1. 2. 3. 4. 5. 6. 7. CONTENTS: 1. 2. 3. 4. Parts of speech Sentence construction Effective communication Conduct interviews Specific relevant information is accessed from appropriate sources. Effective questioning and active listening and speaking are used to gather and convey information. Appropriate medium is used to transfer information and ideas. Appropriate non-verbal communication is used. Appropriate lines of communication with superiors and colleagues are identified and followed. Defined work procedures for the location and storage of information are used. Personnel interaction is carried out clearly and concisely.

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

METHODOLOGIES: 1. 2. 3. 4. Group discussion Interaction Lecture Reportorial

ASSESSMENT METHOD: 1. 2. 3. Written test Practical performance test Interview

L03.

COMPLETE RELEVANT WORK RELATED DOCUMENTS.

ASSESSMENT CRITERIA: 1. 2. 3. 4. 5. CONTENTS: 1. 2. 3. Basic mathematics Technical writing Types of forms Ranges of forms relating to conditions of employment are completed accurately and legibly. Workplace data is recorded on standard workplace forms and documents. Basic mathematical process are used for routine calculations. Errors in recording information on forms! documents are identified and rectified. Reporting requirements to superior are completed according to enterprise guidelines.

CONDITIONS: The students/trainees must be provided with the following: 1. 2. 3. 4. Paper Pencils / ball pen Reference books Manuals

METHODOLOGIES: 1. 2. 3. Group discussion Interaction Lecture

ASSESSMENT METHOD: 1. 2. Written test Practical! Performance test 3. Interview

LO2. PARTICIPATE IN WORKPLACE MEETING AND DISCUSSION. ASSESSMENT CRITERIA: 1. 2. 3. 4. 5. 6. CONTENTS: 1. 2. 3. Sentence construction Technical writing Recording information Team meetings are attended on time. Own opinions are clearly expressed and those of others are listened to without interruption. Meeting inputs are consistent with the meeting purpose and establish protocols. Workplace interaction are conducted in a courteous manner appropriate to cultural background and authority in the enterprise procedures. Questions about simple routine workplace procedures and matters concerning conditions of employment are asked and responded. Meeting outcomes are interpreted and implemented.

CONDITIONS: The students/trainees must be provided with the following: 1. 2. 3. 4. Paper Pencils/ball pen References (books) Manuals

METHODOLOGIES: 1. 2. 3. Group discussions Interaction Lecture

ASSESSMENT METHOD: 1. 2. 3. Written test Practical / performance test Interview

BASIC COMPETENCY

TEAM WORK WORK IN A TEAM ENVIRONMENT WORKING IN A TEAM ENVIRONMENT This module covers the knowledge, skills, and attitudes required to relate in a work based environment.

UNIT OF COMPETENCY : MODULE TITLE :

MODULE DESCRIPTOR :

SUGGESTED DURATION : QUALIFICATION LEVEL : PREREQUISITE : NCII TEAMWORK (NC I)

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module the students/ trainees will be able to: LO1. Describe and identify team role and responsibility in a team. LO2. Describe work as a team.

LO 1. DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A TEAM. ASSESSMENT CRITERIA: 1. 2. 3. 4. 5. CONTENTS: 1. 2. 3. 4. Team role. Relationship and responsibilities Role and responsibilities with team environment. Relationship within a team. Role and objective of the team is identified. Team parameters, relationships and responsibilities are identified. Individual role and responsibilities within team environment are identified. Roles and responsibilities of other team members are identified and recognized. Reporting relationships within team and external to team are identified.

CONDITIONS: The students/ trainees must be provided with the following: 1. 2. 3. 4. 5. SOP of workplace Job procedures Client / supplier instructions Quality standards Organizational or external personnel

METHODOLOGIES: 1. 2. 3. Group discussion/interaction Case studies Simulation

ASSESSMENT METHODS: 1. 2. 3. 4. Written test Observation Simulation Role playing

LO2. DESCRIBE WORK AS A TEAM MEMBER ASSESSMENT CRITERIA: 1. 2. 3. 4. CONTENTS: 1. 2. 3. Communication process Team structure / team roles Group planning and decision making Appropriate forms of communication and interactions are undertaken. Appropriate contributions to complement team activities and objectives were made. Reporting using standard operating procedures followed. Development of team work plans based from role team were contributed.

CONDITIONS: The students I trainees must be provided with the following: 1. 2. 3. SOP of workplace Job procedures Organization or external personnel

METHODOLOGIES: 1. 2. 3. Group discussion/interaction Case studies Simulation

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

UNIT OF COMPETENCY : UNIT CODE MODULE TITLE : :

PRACTICE CAREER PROFESSIONALISM 500311107 PRACTICING CAREER PROFESSIONALISM This module covers the knowledge, skills and attitudes in promoting career growth and advancement.

MODULE DESCRIPTOR :

NOMINAL DURATION CERTIFICATE LEVEL PRE-REQUISITE

: : : NATIONAL CERTIFICATE LEVEL II

SUMMARY OF LEARNING OUTCOMES: Upon completion of the module, the trainees/ students should be able to LO 1. Integrate personal objectives with organizational goals LO 2. Set and meet work priorities LO 3. Maintain professional growth and development

LO 1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS

ASSESSMENT CRITERIA: 1. Pursue personal growth and work plan towards improving qualifications set for profession 2. Maintain intrapersonal and interpersonal relationships in the course of managing self, based on performance evaluation. 3. Commitment to the organization and its goal is demonstrated in the performance of duties CONTENTS: 1. Code of conduct and code of ethics 2. Personal hygiene 3. Interpersonal and intrapersonal skills 4. Communication skills 5. Fundamental rights at work 6. Company procedures and standards CONDITIONS: Student/ trainee must be provided with the following: Tools Equipment simulated laboratory room electronic learning device computer television and video set Materials/ Supplies case studies prints and media

METHODOLOGY: Video presentation Discussion Research

ASSESSMENT METHOD: Interview - oral written Observation

LO 2. SET AND MEET WORK PRIORITIES ASSESSMENT CRITERIA: 1. Completing demands are prioritized to achieve personal, team and organizational goals and objectives 2. Resources are utilized efficiently and effectively to manage with priorities and commitments 3. Practice long economic use and maintenance equipment and facilities are followed as per established procedures. CONTENTS: 1. Work values and ethics 2. Company policies 3. Company operating procedures and standards 4. Gender and Development 5. Personal Hygiene

CONDITIONS: Student/ trainee must be provided with the following: Tools assessment tools for case studies Equipment simulated laboratory room electronic learning device computer television and video set Materials/ Supplies case studies prints and media Workplace/ location assessment

METHODOLOGY: Lecture/ Discussion Research/ project

ASSESSMENT METHOD: Interview - oral Written Portfolio assessment Simulation

LO 3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT ASSESSMENT CRITERIA: 1. Trainings and career opportunities are identified and availed of based on job requirements 2. Recognitions are sought/ received and demonstrated as proof of career advancement 3. Obtain and renew licenses and/ or certifications relevant to job and career CONTENTS: 1. Certifications and licenses appreciation 2. Participate in training programs 3. Awards/ rewards CONDITIONS: Student/ trainee must be provided with the following: Materials/ Supplies Certificates and licenses pen and paper

METHODOLOGY: Film viewing Lecture Group Discussion Research Simulated training workshops

ASSESSMENT METHOD: Interview - oral Written Observation

UNIT OF COMPETENCY : MODULE TITLE :

PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES PRACTICING OCCUPATIONAL HEALTH AND SAFETY PROCEDURES This module covers the knowledge, skills and attitudes required to comply with the regulatory and organizational requirements for occupational health and safety such as identifying, evaluating and maintaining OHS awareness.

MODULE DESCRIPTOR :

NOMINAL DURATION CERTIFICATE LEVEL PREREQUISITE

: : : NCII

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainee/student must be able to: LO1. Identity hazards and risks LO2. Evaluate hazards and risks LO3. Control hazards and risks LO4. Maintain occupational health and safety awareness

LO1. IDENTIFY HAZARDS AND RISKS ASSESSMENT CRITERIA: 1. 2. 3. CONTENTS: 1. 2. 3. 4. Hazards and risks identification and control Organizational safety and health protocol Threshold limit value (TLV) OHS indicators Workplace hazards and risks are identified and clearly explained. Hazards/Risks and its corresponding indicators are identified in with the company procedures. Contingency measures are recognized and established in accordance with organizational procedures.

CONDITIONS: The students/ trainees must be provided with the following: 1. 2. 3. 4. Workplace PPE Learning Guides Hand-outs Organizational Safety and Health Protocol OHS Indicators Threshold Limit Value Hazards/Risk Identification and Control CDs, VHS tapes, transparencies

5.

METHODOLOGIES: 1. 2. 3. 4. Interactive -lecture Simulation Symposium Group Dynamics

ASSESSMENT METHOD: 1. 2. 3. 4. Situation Analysis Interview Practical Exam Written Exam

LO2. EVALUATE HAZARDS AND RISKS ASSESSMENT CRITERIA: 1. 2. 3. CONTENTS: 1. 2. 3. 4. 5. TLV table Phil OHS Standards Effects of hazards in the workplace Ergonomics EGG Regulations Terms of maximum tolerable limits are identified based on threshold limit values (TLV) Effects of hazards are determined. OHS issues and concerns are identified in accordance with workplace requirements and relevant workplace OHS legislation.

CONDITIONS:

The students/trainees must be provided with the following:

1. Hand outs on Phil. OHS Standards Effects of hazards in the workplace Ergonomics EGG regulations TLV Table CDs, VHS tapes, transparencies

2. 3.

METHODOLOGIES: 1. 2. 3. 4. 5. Interactive -lecture Situation Analysis Symposium Film viewing Group Dynamics

ASSESSMENT METHOD: 1. 2. 3. Interview Written Exam Simulation

LO3. CONTROL HAZARDS AND RISKS ASSESSMENT CRITERIA: 1. 2. 3. 4. OHS procedures for controlling hazards and risk are strictly followed. Procedures in dealing with workplace accidents, fire and emergencies are followed in accordance with the organizations OHS policies. Personal protective equipment is correctly used in accordance with organizations OHS procedures and practices. Procedures in providing appropriate assistance in the event of workplace emergencies are identified in line with the established organizational protocol.

CONTENTS: 1. Safety Regulations Clean Air Act Electrical and Fire Safety Code Waste management Disaster Preparedness and Management Contingency Measures and Procedures

2.

CONDITIONS: The students/trainees must be provided with the following 1. Hand outs on Safety Regulations - Clean Air Act - Electrical and Fire Safety Code - Waste management - Disaster Preparedness and Management Contingency Measures and Procedures OHS Personal Records PPE CDs, VHS tapes, transparencies

2. 3. 4.

METHODOLOGIES: 1. 2. 3. 4. 5. Interactive -lecture Symposium Film Viewing Group Dynamics Self pace

ASSESSMENT METHOD: 1. 2. 3. 4. Written Interview Case/Situation Analysis Simulation

LO4. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS ASSESSMENT CRITERIA: 1. 2. 3. CONTENTS: 1. 2. Operational health and safety procedure, practices and regulations Emergency-related drills and training Procedures in emergency related drill are strictly followed in line with the established organization guidelines and procedures. OHS personal records are filled up in accordance with workplace requirements. PPE are maintained in line with organization guidelines and procedures.

CONDITIONS:

The students/trainees must be provided with the following:

1. 2. 3. 4. 5. Workplace PPE OHS personal records CDs, VHS tapes, transparencies Health record

METHODOLOGIES: 1. 2. 3. 4. 5. Interactive -lecture Simulation Symposium Film Viewing Group Dynamics

ASSESSMENT METHOD: 1. 2. 3. 4. Demonstration Interview Written Exam Portfolio Assessment

UNIT OF COMPETENCY MODULE TITLE MODULE DESCRIPTOR It

: : :

PERFORM WORKPLACE SAFETY PRACTICES PERFORMING WORKPLACE SAFETY PRACTICES This module covers the knowledge, skills and attitudes in following health, safety and security practices. includes dealing with emergency situations and maintaining safe personal standard.

NOMINAL DURATION CERTIFICATE LEVEL PRE-REQUISITE

: : :

5 Hrs. NC II

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainees/students should be able to: LO 1. LO 2. LO 3. LO 4. Practice workplace safety, security and hygiene systems, processes and operation Responds appropriately to faults, problems and emergency situations 5s in workplace Environmental protection awareness

LO 1. Practice workplace safety, security and hygiene systems, processes and operation ASSESSMENT CRITERIA: 1. Correct healthy, safety and security procedures are complied in line with the legislation and regulation 2. Correct health, safety and security procedures are followed. 3. Breaches of health, safety and security procedures are identified. CONTENTS: CONDITIONS: Manuals Handbook safety and security Report (sample) METHODOLOGY: Self paced/modular Demonstration Small group discussion Distance education Health, safety and security procedures Breaches procedures

ASSESSMENT METHODS Written/Oral examination Practical demonstration

LO 2 Responds appropriately to faults, problems and emergency situations . ASSESSMENT CRITERIA: 1. Emergency and potential emergency are recognized and appropriate action are taken 2. Emergency procedures are followed in line with enterprise procedures 3. Assistance is sought from colleagues to resolve or respond to emergency situation 4. Safe personal presentation standard are identified and followed CONTENTS: Emergency procedure Personal injuries Fire Electrocution Natural calamity Criminal acts Safe personal presentation standard CONDITIONS: Emergency procedure manuals Handbook safety and security Report Emergency drills instruction/guidelines METHODOLOGY: Self paced/modular Demonstration Small group discussion Distance education

ASSESSMENT METHODS Written/Oral examination Practical demonstration Observation

LO 3.

5s in workplace

ASSESSMENT CRITERIA: 1. 2. 3. 4. Follow the principles of FI-FO Set aside everything in its proper place Proper labeling of cabinets/shelves Sweep floor and dust furniture and fixtures

CONTENTS: 5s Principles

CONDITIONS: soft brooms duster organizers labeling materials markers

METHODOLOGY: Self paced/modular Demonstration Small group discussion Distance education

ASSESSMENT METHODS Written/Oral examination Practical demonstration Observation

LO 4

Environmental protection awareness

ASSESSMENT CRITERIA: 1. 2. 3. 4. 5. Segregates wastes Identify bio-degradable from non-bio-degradable Empties trash regularly Use environmental friendly materials in waste disposal Proper waste disposal

CONTENTS: Waste management Pollution control Effect of pollution Types of pollutants CONDITIONS: Students must be provided with the following Modules Reference book Guidelines on waste disposal Flyers/brochures

METHODOLOGY: Self paced/modular Demonstration Small group discussion Distance education ASSESSMENT METHODS Written/Oral examination Practical demonstration

Observation UNIT OF COMPETENCY MODULE TITLE MODULE DESCRIPTOR NOMINAL DURATION CERTIFICATE LEVEL PRE-REQUISITE : : : : : : OBSERVE WORKPLACE HYGIENE PROCEDURES OBSERVING WORKPLACE HYGIEN PROCEDURES This module covers the knowledge, skills and attitudes In observing workplace hygiene procedures. 5 Hrs. NC II

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainees/students should be able to: LO1 LO2 LO 3 LO 4 Practice personal grooming and hygiene Practice safe and hygienic handling, storage and disposal of food, beverage, and materials identify and respond to hygienic risk Cleaning and disinfectant

LO1

Practice personal grooming and hygiene

ASSESSMENT CRITERIA: 1. Proper hygiene procedures are followed 2. Personal grooming and hygiene are practice regularly CONTENTS: Hygiene procedures Proper hand washing Regular bathing Appropriate and clean clothing Cleaning and sanitizing procedures Personal hygiene

CONDITIONS: Proper hygiene procedure manuals Soap Sanitizer Hygiene products METHODOLOGY: Self paced/modular Demonstration Small group discussion Distance education

ASSESSMENT METHODS Written/Oral examination Practical demonstration

LO2 Practice safe and hygienic handling, storage and disposal of food, beverage, and materials ASSESSMENT CRITERIA: Proper handling, storage and disposal of food, beverage, and materials are followed Proper disposal of waste are hygienically practice regularly Proper cleaning procedures CONTENTS: Hygiene procedures Proper food handling and storage Correct work practices Proper waste disposal Personal hygiene Pest control

Principles of HACCP

CONDITIONS: Proper hygiene procedure manuals Soap Sanitizer Hygiene products Proper food handling and storage manual METHODOLOGY: Self paced/modular Demonstration Small group discussion Distance education

ASSESSMENT METHODS Written/Oral examination Practical demonstration

LO 3

identify and respond to hygienic risk

ASSESSMENT CRITERIA: Potential hygiene risks are identified Action to minimize and remove hygiene risk are taken Hygiene risk beyond the control of individual are reported to proper authority CONTENTS: Types of hygiene risks Bacteria and contamination Inappropriate food handling Poor work practices Cross contamination Disposal of garbage or potentially contaminated waste CONDITIONS:

Proper hygiene procedure manuals Soap Sanitizer Hygiene products METHODOLOGY: Self paced/modular Demonstration Small group discussion Distance education

ASSESSMENT METHODS Written/Oral examination Practical demonstration

LO 4

Cleaning and disinfectant

ASSESSMENT CRITERIA: 1. Identify and use proper cleaning materials 2. Follow proper cleaning procedures 3. Use proper disinfectants CONTENTS: Different cleaning materials Cleaning procedures Cleaning Guidelines CONDITIONS: Proper hygiene procedure manuals Soap Sanitizer

Hygiene products METHODOLOGY: Self paced/modular Demonstration Small group discussion Distance education

ASSESSMENT METHODS Written/Oral examination Practical demonstration

UNIT OF COMPETENCY : MODULE TITLE :

DEVELOP AND UPDATE INDUSTRY KNOWLEDGE DEVELOPING KNOWLEDGE AND UPDATE INDUSTRY

MODULE DESCRIPTOR :

This module covers the knowledge, skills and attitudes required to access, increase and update industry knowledge . 5 Hrs. NC II

NOMINAL DURATION CERTIFICATE LEVEL PRE-REQUISITE

: : :

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainees/students should be able to: LO1. LO2. LO 3 identify and access key resources of information on the industry access , apply and share industry information update continuously relevant industry knowledge

LO1

Identify and access key resources of information on the industry

ASSESSMENT CRITERIA: Sources of information on the industry are correctly identified and accessed Specific information on sector of work is accessed and updated CONTENTS: Information sources media reference book libraries union industry association internet personal observation

CONDITIONS: Proper hygiene procedure manuals internet personal computer reference book industry journals METHODOLOGY: Self paced/modular Demonstration Small group discussion Distance education

ASSESSMENT METHODS Written/Oral examination Practical demonstration

LO2.

Access , apply and share industry information

ASSESSMENT CRITERIA: Sources of information on the industry are accessed and applied Industry information is correctly applied to day-to-day activity 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 METHODOLOGY: Self paced/modular Demonstration Small group discussion Distance education

ASSESSMENT METHODS Written/Oral examination Practical demonstration

LO 3

update continuously relevant industry knowledge

ASSESSMENT CRITERIA: Updated knowledge is shared with customer and colleagues Formal and informal research is use to update general knowledge of the industry CONTENTS: Information sources media libraries/reference book union/industry association internet Legislation that affects the industry CONDITIONS: internet

personal computer reference book METHODOLOGY: Self paced/modular Demonstration Small group discussion Distance education

ASSESSMENT METHODS Written/Oral examination Practical demonstration

UNIT OF COMPETENCY MODULE TITLE MODULE DESCRIPTION

: : :

PERFORM COMPUTER OPERATIONS Performing Computer Operations This module covers the knowledge, skills and attitudes needed to perform computer operations. This includes in putting, accessing, producing and transferring data using appropriate hardware and software. 40 hrs

: SUGGESTED DURATION LEVEL OF QUALIFICATION PREREQUISITE : : NC II

SUMMARY OF LEARNING OUTCOMES: At the completion of the module the trainees/students should be able to: LO1. Plan and prepare the task to be undertaken LO2 Input data into the computer

LO3. Access information using computer LO4. Produce output data using computer system LO5. Maintain computer equipment and system

LO1: PLAN AND PREPARE THE TASK TO BE UNDERTAKEN ASSESSMENT CRITERIA:

Requirements of the task undertaken are determine and properly understood Appropriate hardware and software is selected in accordance with the task assigned and required outcome Planned tasked conformed with the OHS guidelines and procedures CONTENTS:

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

Computer capacity OHS Guidelines Computer Capacity

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

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

Supplies and Materials office supplies diskettes CDs Zip disks

Tools Set of screw driver

Learning Materials Learning elements/activity sheets Manufacturers manual

LO2: INPUT DATA INTO THE COMPUTER ASSESSMENT CRITERIA: Entered data into the computer using appropriate program/application is in accordance with company procedures Accuracy of information is checked in accordance with the standard operating procedures Information is saved in accordance with the standard operating procedures Inputted data that are stored in the storage media are in accordance with the requirements

Work is performed within the ergonomic guidelines

CONTENTS: Standard operating procedures in entering and saving data into the computer Storage media Ergonomic guidelines CONDITION: 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 Manufacturers manual

LO3: ACCESS INFORMATION USING COMPUTER ASSESSMENT CRITERIA: Correct program/application is selected based on job requirements Program/application containing the information required is accessed in accordance with the company procedures Desktop icons are correctly selected, opened and closed for navigation purposes. Keyboard techniques is carried out in line with OHS requirements for safe use of keyboards CONTENTS: Procedures/Techniques in Accessing Information Desktop Icons Keyboard Techniques Based on OHS Requirements

CONDITION: 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

Manufacturers manual

LO4: PRODUCE OUTPUT DATA USING COMMUNICATION SYSTEM ASSESSMENT CRITERIA: Entered data is processed using appropriate software commands

Printed out data as required using computer hardware/peripheral devices is in accordance with standard operating procedures Transferred files/data between compatible systems using computer software, hardware/peripheral devises is in accordance with standard operating procedures CONTENTS: Software Commands Operation and Use of Peripheral Devices Procedures in Transferring Files/Data

CONDITION: 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 Manufacturers manual

LO5: MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS ASSESSMENT CRITERIA: Cleaning, minor maintenance and replacement of consumables are implemented in accordance with standard operating procedures Procedures for ensuring security of data including regular back-ups and virus checks are implemented in accordance with standard operating procedures Basic file maintenance procedures are implemented in line with the standard operating procedures

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

CONDITION: 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 Manufacturers manual : : : PROVIDE EFFECTIVE CUSTOMER SERVICE Providing Effective Customer Service This module covers the knowledge, skills and attitude in providing effective customer service. 24 hrs.

UNIT OF COMPETENCY MODULE TITLE MODULE DESCRIPTOR

NOMINAL DURATION CERTIFICATE LEVEL PREREQUISITE

: : :

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainee/student must be able to: LO 1 Apply effective verbal and non-verbal communication skills to respond to customer needs LO 2 Provide prompt and quality service to customer LO 3 Handle queries through telephone, fax machine, internet and e-mail LO 4 Handle customer complaints, evaluation and recommendations

LO 1 Apply effective verbal and non-verbal communication skills to respond to customer needs ASSESSMENT CRITERIA: 1. Standard Operating Procedures (SOP) when greeting the guest were followed 2. Information were properly disseminated 3. Use interactive communication with others CONTENTS: 1. Personality development and public relations 2. Basic oral communication/ writing memos and letters 3. Preparing job documentation - Following instructions - Filling-out forms CONDITIONS: Students/Trainees must be provided with the following: Tools Recorder Microphone Full-body mirror Company dress Equipment Video Camera recorder Television VHS/DVD Player Materials V8 tape CD Make=up kit References: Books, brochures, manuals

Methodology : Modular (self-pace learning) Electronic Learning Industry Immersion Demonstration Film-viewing Assessment Method: Interview (oral/questionnaire) Observation Demonstration of Practical Skills

LO 2 Provide prompt and quality service to customer ASSESSMENT CRITERIA: 1. Customer needs were assessed according to relationships between food and religion, gender, folkways, mores and life-cycle 2. Communication standards in customer service were followed 3. Identified opportunities to enhance the quality of services and products were implemented 4. Time management CONTENTS: 1. Food and culture 2. Exploration of food trends - Past, present and future trend 3. Communication standards in customer service CONDITIONS: Students/Trainees must be provided with the following: Tools Recorder Microphone Full-body mirror Company dress Equipment Video Camera recorder Television VHS/DVD Player Materials V8 tape CD Make=up kit References: Books, brochures, manuals

Methodology : Modular (self-pace learning) Electronic Learning Industry Immersion Demonstration Film-viewing Assessment Method: Interview (oral/questionnaire) Observation Demonstration of Practical Skills

LO 3

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

ASSESSMENT CRITERIA: 1. Applied telephone ethics 2. Applied correct procedure in using telephone, fax machine and internet 3. Daily report is accomplished according to company rules and regulations CONTENTS: 1. Uses of telephone, fax machine, internet and e-mail 2. Telephone and electronic mail ethics 3. Procedures in handling queries CONDITIONS: Students/Trainees must be provided with the following: Tools Recorder Microphone Full-body mirror Company dress Equipment Video Camera recorder Television VHS/DVD Player Fax machine Computer with printer and internet connection Materials V8 tape CD Make=up kit References: Books, brochures, manuals

Methodology : Modular (self-pace learning) Electronic Learning Industry Immersion Demonstration Film-viewing Assessment Method: Interview (oral/questionnaire) Observation Demonstration of Practical Skills

LO 4

Handle customer complaints, evaluation and recommendations

ASSESSMENT CRITERIA: 1. 2. 3. 4. Interview skills Skills in handling customer complaints Guidelines in handling complaints were identified Complaints were evaluated and resolved based on its nature, details and degree of liability

CONTENTS: 1. Guidelines in handling complaints 2. Procedures in responding and resolving complaints CONDITIONS: Students/Trainees must be provided with the following: Tools Recorder Microphone Full-body mirror Company dress Equipment Video Camera recorder Television VHS/DVD Player Fax machine Computer with printer and internet connection Materials V8 tape CD Make=up kit References: Books, brochures, manuals

Methodology : Modular (self-pace learning) Electronic Learning Industry Immersion Demonstration Film-viewing Assessment Method: Interview (oral/questionnaire) Observation Demonstration of Practical Skills

UNIT OF COMPETENCY MODULE TITLE MODULE DESCRIPTION

: : :

PROVIDE A LINK BETWEEN KITCHEN AND SERVICE AREA Providing a link between kitchen and service area This module deals with knowledge, skills and attitude in liasing between kitchen and service areas, cleaning and clearing food service areas. hrs NC II

SUGGESTED DURATION

LEVEL OF QUALIFICATION : PREREQUISITE :

SUMMARY OF LEARNING OUTCOMES: At the completion of the module the trainees/students should be able to: LO 1 LO 2 Liase between kitchen and service areas Clean and clear food service area

LO 1

Liase between kitchen and service areas

ASSESSMENT CRITERIA: 1. 2. 3. 4. 5. 6. 7. Kitchen service points were attended to and monitored to ensure prompt pick up for food items based on establishment policy Quality of food was checked in accordance with establishment standards Service ware was checked for chips, marks, spills, and drips Plates and/or trays are carried out safely Food is transferred and placed promptly at the appropriate service point in accordance with safety requirements Colleagues were advised promptly regarding readiness of items for service 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 CONDITION: 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

METHODOLOGY: Lecture Discussion Film viewing Demonstration ASSESSMENT METHOD: Oral examination Written examination Performance test

LO 2

Clean and clear food service area

ASSESSMENT CRITERIA: 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 CONDITION: 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 METHODOLOGY: Lecture Discussion Film viewing Demonstration ASSESSMENT METHOD: Oral examination

Written examination Performance test

UNIT OF COMPETENCY MODULE TITLE MODULE DESCRIPTION

: : :

PROVIDE FOOD AND BEVERAGE SERVICE Providing food and beverage service 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. 80 hrs NC II

SUGGESTED DURATION

LEVEL OF QUALIFICATION : PREREQUISITE :

SUMMARY OF LEARNING OUTCOMES: At the completion of the module the trainees/students should be able to: LO 1 LO 2 LO 3 LO 4 LO 5 LO 6 Prepare dining/restaurant area for service Prepare and set tables Welcome customers Take and process orders Serve and clear food and drinks Close down restaurant/dining area

LO 1

Prepare dining/restaurant area for service

ASSESSMENT CRITERIA: 1. Table appointment is prepared before setting the table

2. All pre-set equipment / utensils must be immaculately clean sanitized with sanitizing detergent 3. Sanitized equipment / utensils are wiped dry and free from spots or water marks 4. 5. 6. 7. 8. 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 Linen in fresh, clean and without spots on stains and not wrinkled Place mat are clean and without odor No wobbly tables or chairs No damaged time of cutlery Verifies menu variation and daily specials with kitchen staff

Crockery Linen Condiments Cash register Coffee maker

LO 2

Prepare and set tables

ASSESSMENT CRITERIA 1. Standard of Table Set - Up A. Completeness: All needed utensils are set up the table prior to serving orders. Coffee tea must go with sugar and milk / creamer Place mat is set up when the table is not covered with table cloth. It is a placed at the center of the cover. Require condiments as stated in the event order are available and properly installed before the start of the function. Client requirements as stated in the event order are available and properly installed before the start of the function If pre set up is made, the additional cutlery are completed prior to serving orders B. Balance and Uniformity: Even spacing between chairs and cover. Cutlery are space at least inch from the edge of the table Same utensils is set up for the same order Cutlery are aligned properly with the same distance from the edge of the table C. Order: All service utensils are placed on the appropriate side of the cover. The glasses cups, savers, spoon, knife and cocktail fork are on the right side Fork and side dishes are on the left side Folded paper napkin on the left side under the fork Water glass is set on the right side about an inch on top of the knife Required condiments as well as flower base are placed at the center of the table. The cutlery are arranged in proper sequence following the order by which they will be served D. Eye Appeal Presidential and buffet table are skirted for banquet functions Appropriate color combination are used No eye sore is seen in the dining area Appropriate center piece and other desert are provided for E. Time Lines: Set up is completed on time at least thirty minutes prior to start the operation on banquet functions CONTENT: Completeness of table set-up

Balance and Uniformity of utensils used Order of the utensils Eye appeal Timeliness

CONDITION: 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 METHODOLOGY: Lecture Discussion Film viewing Demonstration ASSESSMENT METHOD: Oral examination Written examination Performance test

LO 3

Welcome customers

ASSESSMENT CRITERIA: 1. Lead the customer towards the table 2. Walk a little a head of customer when escorting 3. Endorsed them to the captain or waiter and assist them in getting seated according to table allocation 4. Captain or waiter pulled the chair for the lady and assist her in getting seated 5. Presented menu and drink lists CONTENTS: Welcoming / greeting the guest protocol Steps procedure and rationale in seating the guest CONDITION: The trainees / students must be provided with the following: Guidelines Company rules and regulations Simulated environment METHODOLOGY Lecture Discussion Demonstration Video presentation ASSESSMENT METHOD Return demonstration Observation Oral/written examination

LO 4

Take and process orders

ASSESSMENT CRITERIA: 1. orders are taken and recorded accurately with minimal disruption to customers 2. Recommendations and suggestions are made to assist customers with drink and meal selections 3. Customer questions on menu items are answered correctly and courteously in accordance with enterprise policy 4. Information about any special requests, dietary or cultural requirements are relayed accurately to kitchen where appropriate 5. Ordering systems were operated correctly in accordance with establishment procedures 6. Glassware, service ware and cutlery suitable for menu choices are provided and adjusted in accordance with establishment procedures CONTENT: Take food / beverage order Present the menu to guests CONDITION: The trainee/student must be provided with the following: Menu cards Order pad / slip Pen METHODOLOGY: Lecture Discussion Film viewing Demonstration ASSESSMENT METHOD: Written / Oral test Practical test

LO 5

Serve and clear food and drinks ASSESSMENT CRITERIA:

1. 2. 3. 4. 5. 6. 7. 8.

Food and beverage collections were collected promptly from service areas, checked for presentation and conveyed to customers safely Flow of service and meal delivery is monitored in accordance with enterprise procedures Delays of deficiencies in service were recognized and followed up promptly based on enterprise policy Food and beverage were served courteously in accordance with establishment standards and hygiene requirements Additional food and beverage were offered and served at the appropriate times Tables were cleared of crockery, cutlery and glassware at the appropriate time and with minimal disruption to customers Accounts were organized, presented and processed in accordance with establishment procedures Bid goodbye to guests courteously from the restaurant/dining area and table appointments are re-set

CONTENTS: Sequence table serving ( a la carte, la carte fine dining with wine service Safety practices and precautionary measures in serving guest orders Bussing and cleaning the table CONDITION: The trainee/student must be provided with the following: Guidelines Instructions Hotel & Restaurant rules and regulation Table and chairs Trays Condiments Ashtrays Shakers Flower base Table napkins Glassware Able cloth Chinaware Flatware

METHODOLOGY: Lecture Discussion Film viewing Demonstration ASSESSMENT METHOD: Written / Oral test Practical test

LO 6

Close down restaurant/dining area

ASSESSMENT CRITERIA: 1. Equipment were stored and/or prepared for the next service in accordance with establishment procedures 2. Restaurant/dining area was cleared, cleaned or dismantled in accordance with establishment procedures and safety requirements 3. Re-set tables correctly for the next service in accordance with procedures and requirements 4. Services was reviewed and evaluated with colleagues identifying possible improvements CONTENTS: Procedures in re-setting tables Safety practices in resetting the table CONDITION: The trainee/student must be provided with the following: Trays Flat wares Table cloth Table and chairs Side towel Glass ware Ashtray Condiments Flower base METHODOLOGY: Lecture Discussion Film viewing Demonstration ASSESSMENT METHOD: Written / Oral test Practical test

UNIT OF COMPETENCY : MODULE TITLE :

PROVIDE ROOM SERVICE

PROVIDING ROOM SERVICE This module covers the knowledge, skills and attitude required in providing room service in commercial accommodation establishments.

MODULE DESCRIPTOR :

NOMINAL DURATION CERTIFICATE LEVEL PRE-REQUISITE

: : : NATIONAL CERTIFICATE LEVEL II

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainee/ student must be able to: LO 1. Take and process room service orders LO 2. Set-up trays and trolleys LO 3. Present room service meals and beverages to guest LO 4. Present room service accounts LO 5. Clear room service area

LO 1. TAKE AND PROCESS ROOM SERVICE ORDERS ASSESSMENT CRITERIA: 1. Answer telephone with proper telephone etiquettes 2. Check name of customer during interaction 3. Clarifies, repeat and checks details accurately 4. Uses selling techniques when appropriate 5. Advise clients of approximate time of delivery 6. Records service orders according to establishments standards 7. Interprets room service orders received from doorknob dockets 8. Promptly transfer orders in appropriate location for preparation CONTENT: 1. Taking room service orders

CONDITIONS: Student/ trainee must be provided with the following: Tools Equipment Telephone Materials/ Supplies Pen and paper Guidelines Instructions

METHODOLOGY: ASSESSMENT METHOD: Interview (oral/ questionnaire) Observation Demonstration of Practical Skills Written examination Modular (self-paced) Electronic learning Industry Immersion Film viewing Demonstration Discussion

LO 2 SET-UP TRAYS AND TROLLEYS ASSESSMENT CRITERIA: 1. Prepare food and beverage items in accordance to establishment standards 2. Prepare general service equipments according to establishment standards 3. Set up trolleys and trays for variety of meals in accordance to set-up presentation and establishment standards 4. Selects and checks equipment and materials for cleanliness and damages 5. Food and beverages are promptly collected based on establishment procedures 6. Checks orders before leaving the kitchen for delivery CONTENT: 1. Equipment and material selection and set-up

CONDITIONS: Student/ trainee must be provided with the following: Tools butlers condiments cutlery glassware Trolley Equipment Materials/ Supplies hand towels pen and paper beverages

METHODOLOGY: ASSESSMENT METHOD: Interview (oral/ questionnaire) Observation Demonstration of Practical Skills Written examination Modular (self-paced) Industry Immersion Film viewing Demonstration Discussion

LO 3. PRESENTS ROOM SERVICE MEALS AND BEVERAGES TO GUESTS ASSESSMENT CRITERIA: 1. Knocks guests room courteously 2. Greets guest upon entry of the room in accordance to establishment standards 3. Consults guest as to where the tray is laid or where to position trolley inside the room CONTENT: 1. Room service meal delivery and serving

CONDITIONS: Student/ trainee must be provided with the following: Tools trays Equipment trolleys toasters warming equipment/ lids Materials/ Supplies linen glassware table appointments

METHODOLOGY: ASSESSMENT METHOD: Interview (oral/ questionnaire) Observation Demonstration of Practical Skills Written examination Modular (self-paced) Industry Immersion Film viewing Demonstration Discussion

LO 4. PRESENT ROOM SERVICE ACCOUNTS ASSESSMENT CRITERIA: 1. Check guest account accurately 2. Presents account in accordance to establishments procedures 3. Presents cash payment to cashier for processing in accordance to establishments guidelines 4. Presents charge accounts to guest for signing based on establishments procedures

CONTENT: 1. Billing of guest

CONDITIONS: Student/ trainee must be provided with the following: Tools Equipment Materials/ Supplies Pen and paper Cashiers receipt guidelines instructions

METHODOLOGY: ASSESSMENT METHOD: Interview (oral/ questionnaire) Observation Demonstration of Practical Skills Written examination Modular (self-paced) Industry Immersion Film viewing Demonstration Discussion

LO 5. CLEAR ROOM SERVICE AREA ASSESSMENT CRITERIA: 1. Checks and clear floors in accordance with establishments policy and guidelines 2. Returns trays and trolleys to the room service in accordance to company procedures 3. Re-stocks food and beverage and equipments in accordance to establishments policy

CONTENT: 1. Clean room service area

CONDITIONS: Student/ trainee must be provided with the following: Tools trays Equipment trolleys toasters warming equipments Materials/ Supplies linens table appointments glassware

METHODOLOGY: ASSESSMENT METHOD: Interview (oral/ questionnaire) Observation Demonstration of Practical Skills Written examination Modular (self-paced) Industry Immersion Film viewing Demonstration Discussion

UNIT OF COMPETENCY : MODULE TITLE :

DEVELOP AND UPDATE FOOD AND BEVERAGE KNOWLEDGE Developing and updating food and beverage knowledge

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitude required in researching general information on food and beverage cocktails, and sharing in NOMINAL DURATION CERTIFICATE LEVEL PRE-REQUISITE : : : NATIONAL CERTIFICATE LEVEL II

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainee/ student must be able to: LO 1 Research general information on food and beverage cocktails LO 2 Share information with customers

LO 1 Research general information on food and beverage cocktails ASSESSMENT CRITERIA: 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 CONDITION: The trainee / student must be provided with the following: Food and beverage reference books Recipes and menus Internet Trade shows and exhibitions Food and cooking demonstrations Menu card METHODOLOGY: Lecture Discussion Film viewing Demonstration ASSESSMENT METHOD: Oral examination Written examination Performance test

LO 2 Share information with customers ASSESSMENT CRITERIA: 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 CONDITION: The trainee / student must be provided with the following: Food and beverage reference books Recipes and menus Internet Trade shows and exhibitions Food and cooking demonstrations Menu card METHODOLOGY: Lecture Discussion Film viewing Demonstration ASSESSMENT METHOD: Oral examination Written examination Performance test