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CURRICULUM

POLO On-site Training for OFWs

Food and Beverage Service NC II


TECHNICAL EDUCATION

SKILLS DEVELOPMENT AUTHORITY


(TESDA)

AND

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

CURRICULUM DESIGN FOR


FOOD AND BEVERAGE SERVICES NC II (TRSFBS213)
FOOD AND BEVERAGE SERVICES NC II
The FOOD AND BEVERAGE SERVICES NC II consists of
competencies that a person must achieve to provide food and beverage
service to guests in various food and beverage service facilities.
The Units of Competency comprising this qualification includes the
following:
TRS512387

Prepare the dining room/restaurant area for


service

TRS512388

Welcome guests and take food and beverage


orders

TRS512389

Promote food and beverage products

TRS512390

Provide food and beverage services to guests

TRS512391

Provide room service

TRS512392

Receive and handle guest concerns

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

Waiter
Food and Beverage Service Attendant

DURATION*NOMINAL

ENHANCED COURSE DESIGN


Enhanced Course Outline
based on TESDA Training
Regulations for Food and
Beverage Service NC II
1. Prepare the dining
64
room/ restaurant area
for service
Take table reservation
Prepare service stations
and equipment
Set-up tables in the
dining area
Set the mood/ambiance
of the dining area
2. Welcome guests and
take food and
beverage orders
Welcome and greet
guests
Seat the guest
Take food and beverage
orders
Liaise between kitchen
and service

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3. Promote food and


beverage products
Know the product
Undertake suggestive
selling
Carry out upselling
strategies
4. Provide food and
beverage services to
guests
Serve food orders
Assist the diners
Perform banquet or
catering food service
Serve beverage orders

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Suggested
Training
Methods

LectureDiscussion
Demonstratio
n
Role-Play
Audio-visual
presentations
Visual aids
(photos,
drawings)
LectureDiscussion
Demonstratio
n
Role-Play

CERTIFICATION
Food and Beverage
Service NC
II(TRSFBS213)

144

LectureDiscussion
Role-Play

LectureDiscussion
AV/Film
viewing
Demonstratio
n
Role-Play

Prepare the
dining
room/restaurant
area for service
(TRS512387)
Welcome
guests and take
food and
beverage
orders
(TRS51238)
Promote food
and beverage
products
((TRS51239)
Provide food
and beverage
services to
guests
(TRS51240)
Provide room
service
Receive and
handle guest
concerns

Process payments and


receipts
Conclude food service
and close down dining
area
Manage intoxicated
person
Provide room service
Take and process room
service orders
Set up trays and trolleys
Present and serve food
and beverage orders to
guests
Present room service
account
Clear away room service
equipment
Receive and handle
guest concerns
Listen to the complaint
Apologize to the guest
Take proper action on
the complaint
Record complaint

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16

LectureDiscussion
Demonstratio
n
Role-Play

LectureDiscussion
Role-Play

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

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

a) Course outline is based on competency standards/training regulations;


b) Training delivery is learner-centered and should accommodate individualized and selfpaced learning strategies;
c) Training can be done on an actual workplace setting or on a simulated workplace;
d) Assessment is based in the collection of evidence of the performance of work;
e) Assessment of competency takes the trainees knowledge and attitude into account but
requires evidence of actual performance of the competency as the primary source of
evidence;
f) Training program allows for recognition of prior learning (RPL) or current competencies;
and
g) Training completion is based on satisfactory performance of all specified competencies
indicated in the progress chart.
TRAINEE ENTRY REQUIREMENTS
Trainees or students should possess the following requirements:
Can communicate in Basic English either oral or written;
Can perform basic mathematical computation

RECOMMENDED LIST OF TOOLS, SUPPLIES AND MATERIALS FOR TEN


(10) TRAINEES
Quantity
Unit
GLASSWARE
2
pcs
4
pcs
4
pcs
1
pc
2
pcs
1
pcs

Description

Water goblets
high ball/Collin glasses

red and white wine glasses


sparkling wines

champagne glasses
double lever cork screw
DINING ROOM FURNITURES
1
1
4

unit
pc
pcs

Service Station
Square Tabe
Dining room chairs

2
2

pcs
pcs

pcs

Square table cloth


Service napkin (12 x 12) / Hand
towels
Cleaning cloth (good morning
towels
top cloth

LINENS

DINNER WARE
1

pc

pcs

pcs

Cover / show plate (12 in


diameter)
Bread and butter plate (6 in
diameter)
soup plate with w/salad plates, fish
plates and dinner plates

SILVERWARE
Dinner knives
Dinner forks
Bread and butter knives
fish fork
Fish Knives
Soup spoon
Teaspoon
Dessert spoon
OTHER MISE-EN-PLACE
1
pc
Bar tray
1
pc
Service tray
1
pc
Stainless pitcher
1
pc
Flower vase
1
pc
Salt and pepper shaker
4
4
4
4
4
4
4
4

pcs
pcs
pcs
pcs
pcs
pcs
pcs
pcs

TRAINING FACILITIES
Based on a class intake of 25 students/trainees. It may vary depending on
the number of students/trainee
Space Requirement

Student/Trainee
Working Space
Lecture/Demo Room
Laboratory
Learning Resource
Center
Facilities/Equipment/
Circulation Area

Size in Meters

Area in Sq.
Meters

Total Area in Sq.


Meters

1 x 1 m.

1 sq. m.

25 sq. m

(8 x 5 m.)x2

(40sq.m.)x2

(40 sq. m).x2

8 x 5 m.

40 sq. m.

40 sq. m.

3 x 5 m.

15 sq. m.

15 sq. m.
36 sq. m.

Total workshop area:

156 sq. m.
+40sq.m.

TRAINERS QUALIFICATIONS
Trainers shall be required to be certified to the National Certificate for which
qualification they will train. TESDA shall provide an online training on Plan
Training Session and Facilitate Learning Sessions to the potential trainers.1
Minimum requirements:
Holder of a National Certificate in the Qualification s/he will teach;
and
Has completed the following units of Trainers Methodology Level I:
I

II

Plan Training Sessions;


Identifying learners training requirements
Prepare session plan
Prepare instructional materials
Prepare assessment instruments (Institutional)
Organize learning and teaching resources; and
Facilitate Learning Sessions
Prepare training facilities /resources
Conduct pre-assessment
Facilitate training session
Conduct competency assessment
Review delivery of training session

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

MEASUREMENT OF ACHIEVEMENT OF COMPETENCY


Practical demonstration with oral questioning
RECOMMENDATIONS FOR ASSESSMENT AND CERTIFICATION
1. Prior to competency assessment for Food and Beverage Service
NC II, please accomplish the Self-Assessment Guide (SAG) to
determine readiness for assessment
2. Submit accomplished SAG to POLO staff in- charge for advice

COMPETENCY-BASED
CURRICULUM
FOOD AND BEVERAGE SERVICE NC II
TRS512387

Prepare the dining room/restaurant area for


service

TRS512388

Welcome guests and take food and beverage


orders

TRS512389

Promote food and beverage products

TRS512390

Provide food and beverage services to guests

TRS512391

Provide room service

TRS512392

Receive and handle guest concerns

UNIT OF COMPETENCY :
FOR SERVICE

PREPARE THE DINING ROOM/RESTAURANT

UNIT CODE

TRS512387

MODULE TITLE

PREPARING THE DINING ROOM/RESTAURANT


FOR SERVICE

MODULE DESCRIPTION :

This module covers the knowledge and skills


required in the preparation of the dining room
/restaurant area before the start of the service
operations. It involves opening duties or the
dining room mise-en-place prior to service.

NOMINAL DURATION

62 hours

SUMMARY OF LEARNING OUTCOMES:


At the completion of the module the trainees/students should be able
to:
LO1 Take table reservations
LO2 Prepare service station and equipment
LO3 Set up tables in the dining area
LO4 Set the mood/ambiance of the dining area
LO1. TAKE TABLE RESERVATIONS
ASSESSMENT CRITERIA:
1. Inquiries are answered based on food enterprises standards.
2. Pertinent questions are asked to complete the details of the
reservations.
3. Reservations data are recorded based on enterprise standards.
4. Details of the reservations are confirmed with the party making the
reservation.
5. Additional information about the foodservice enterprise is provided
CONTENTS:
Dealing with clients
How to take table reservations
- Telephone
- Internet (web site, email)
- Walk-in
Telephone Courtesy
Recording of reservations and communicating information to people
concerned
Daily menu
METHODOLOGIES:
Lecture-discussion
Demonstration
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Role play
ASSESSMENT METHODS:
Simulation / practical test
Oral questioning
Written exam
LO2. PREPARE SERVICE STATIONS AND EQUIPMENT
ASSESSMENT CRITERIA:
1. Supplies are made available at service or waiters stations.
2. Tableware and dining room equipment are cleaned according to
food enterprise standards.
3. Tent cards and similar special displays are put up for promotion as
per marketing requirements.
4. Cleanliness of tables, tableware and dining room equipment are
checked as per food enterprise standards.
5. Water pitchers and ice buckets are filled as per service
requirements.
6. Electrical appliances in the dining area are turned on and kept
ready.
7. Condiments and sauce bottles are refilled and the necks and tops of
the bottles are wiped clean and dry.
CONTENTS:
Station mise-en-place
o Cleaning procedure of tableware
o Cleaning of dining room equipment
Opening duties of foodservice staff
METHODOLOGIES:
Lecture-discussion
Demonstration with return demo
ASSESSMENT METHODS:
Simulation / practical test
Oral questioning
Written exam
LO3. SET UP THE TABLES IN THE DINING AREA
ASSESSMENT CRITERIA:
1. Table cloths are laid according to food enterprise standards.
2. Tables are set according to cover and predetermined menu.
3. Tableware and glassware are cleaned and set up according to food
enterprise standards.
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4. Cloth napkins are folded according to napkin folding style.


5. Buffet or display tables are skirted in accordance to standard table
set up.
6. Tables are set up according to event and functions requirements.
CONTENTS:
Tableware identification
- Dinnerware
- Flatware/Silverware
- Beverageware/Glassware
- Holloware
Clothing tables
Setting the table (General principles in laying covers)
Types of table
Napkin folding styles
How to set up banquets (including skirting)
METHODOLOGIES:
Lecture-discussion
Demonstration with return demo
Film showing
Visual aids like photos, lay outs, floor plans and drawings
ASSESSMENT METHODS:
Simulation / practical test
Oral questioning
Written exam
LO4. SET THE MOOD/AMBIANCE OF THE DINING AREA
ASSESSMENT CRITERIA:
1. Lights are adjusted according to diners preference.
2. Tables, chairs and other dining room furniture are arranged to
ensure comfort and convenience of the guests.
3. Music is played according to event requirements.
4. Floors/carpets are cleaned according to food enterprise standards.
5. Air-condition or cooling units are adjusted for guests comfort.
6. Decorations are set-up according to theme or events.
CONTENTS:
Elements of setting the ambiance of the dining area
Dining procedures in setting the mood and ambiance of the dining
area
Lighting adjustment
Operating audio visual equipment
Cleaning procedures on floors/carpet
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Temperature setting
Music vs events
Decorations vs events
METHODOLOGY:
Lecture-discussion
Demonstration with return demo
Film showing
Visual aids like photos, lay outs, floor plans and drawings
ASSESSMENT METHODS:
Written or oral test
Simulation/practical test
Oral questioning

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UNIT OF COMPETENCY :
BEVERAGE ORDERS

WELCOME GUESTS AND TAKE FOOD AND

UNIT CODE

TRS512388

MODULE TITLE

WELCOMING GUESTS AND TAKING FOOD AND


BEVERAGE ORDERS

MODULE DESCRIPTION :

This module deals with the knowledge and skills


required in providing pre-meal services to the
dining guests as soon as they arrive in the
foodservice facility. It covers the dining room or
restaurant service procedures before the food and
beverage orders are served.
24 hours

NOMINAL DURATION

SUMMARY OF LEARNING OUTCOMES:


At the completion of the module the trainees/students should be able
to:
LO 1 Welcome and greet guests
LO 2 Seat the guests
LO 3 Take food and beverage orders
LO 4 Liaise between kitchen and dining area
LO1. WELCOME AND GREET GUESTS
ASSESSMENT CRITERIA:
1. Guests are greeted according to enterprise welcome procedures.
2. Details of reservations are checked based on enterprise standard
policy.
CONTENTS:
Welcoming and greeting procedures
Communication skills
METHODOLOGIES:
Lecture-discussion
Demonstration with return demo
Film showing
Visual aids like photos, lay outs, floor plans and drawings
ASSESSMENT METHODS:
Oral questioning
Simulation
Practical test with oral questioning
LO2. SEAT THE GUESTS
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ASSESSMENT CRITERIA:
1. Guests are escorted and seated according to table assignment.
2. Tables are utilized according to number of guests.
3. Guests are seated evenly to control the traffic flow in the dining
area.
4. Cloth napkins are opened according to procedure requirements.
5. Water is served according to the standards of the foodservice
facility.
CONTENTS:

How to seat guests

Where to seat guests (controlling traffic flow of guests)

Opening napkins for guests

Procedure in serving water


METHODOLOGIES:
Lecture-discussion
Demonstration with return demo
Film showing
Visual aids like photos, lay outs, floor plans and drawings
ASSESSMENT METHODS:
Oral questioning
Simulation
Practical test with oral questioning

LO3. TAKE FOOD AND BEVERAGE ORDERS


ASSESSMENT CRITERIA:
1. Menu is presented to guest according to enterprise standard
practice.
2. Information about house specials is provided in clear explanations
and descriptions.
3. Orders are taken in accordance with the enterprise standard
procedures.
4. Orders are repeated back to the guests to confirm items.
5. Recommendations and suggestions are made to assist customers
with drink and meal selections.
6. Customer questions on menu items are answered according to
established standard practice.
7. Special requests and requirements are noted accurately.

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8. Tableware and cutlery for the menu choices are adjusted in


accordance with enterprise procedures.
CONTENTS:
Types of Menu
Menu Familiarization
Presenting the menu
Taking food and beverage orders
Suggestive selling
Providing advice on food
Providing advice on wine
METHODOLOGIES:
Lecture-discussion
Demonstration
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
LO4. LIAISE BETWEEN THE KITCHEN AND THE DINING AREA
ASSESSMENT CRITERIA
1. Orders are placed and sent to the kitchen in accordance with
enterprise procedure.
2. Quality of food is checked in accordance with enterprise standards.
3. Tableware is checked for chips, marks, cleanliness, spills, and drips.
4. Plates and/or trays are carried out safely.
5. Readiness of items for service in accordance with enterprise
procedure.
6. Special requests, dietary or cultural requirements are relayed as to
guests preference.
7. Work technologies are observed according to enterprise standard
policy and procedures.
CONTENTS:
Liaising between the kitchen and the dining area
(Interdepartmental communication)
Teamwork
Types of food establishment work technology
METHODOLOGIES:
Lecture-discussion
Demonstration
Role play
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ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test

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UNIT OF COMPETENCY :
GUEST

PROVIDE FOOD AND BEVERAGE SERVICE TO

UNIT CODE

TRS512390

MODULE TITLE

PROVIDING FOOD AND BEVERAGE SERVICE

MODULE DESCRIPTION :

NOMINAL DURATION

This module deals with the knowledge and skills


required in the provision of food and beverage
service to guests in various types of dining venues
and diverse styles of service.
148 hours

SUMMARY OF LEARNING OUTCOMES:

LO1
LO2
LO3
LO4
LO5

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


to:
Serve food orders
Assist the diners
Perform banquet or catering food service
Serve beverage orders
Conclude food service and close down dining area

LO1. SERVE FOOD ORDERS


ASSESSMENT CRITERIA:
1. Food orders are picked up and checked according to enterprise
standard.
2. Foods are served according to table assignment in accordance with
enterprise standards and hygiene requirements.
3. Food orders are served according to diners preferred serving styles.
4. Dish is described to the guest(s) according to its components and
nutritive value.
5. Sequence of service and meal delivery is monitored in accordance
with enterprise procedures.
CONTENTS:
Sequence of Service
Types of Tableware
Foodservice Styles
Menu Components
Nutritional Value
Food Service Procedures
Serving Techniques
Food Safety Principles
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METHODOLOGIES:
Lecture-discussion
AV presentation/film viewing
Demonstration
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
LO2. ASSIST THE DINERS
ASSESSMENT CRITERIA:
1. Additional food and beverage are offered and served according to
order.
2. Condiments and tableware are provided based on the food order.
3. Delays in service are followed up based on enterprise policy.
4. Water, bread, and butter are replenished according to food
enterprise policy.
5. Attention and care are given to diner(s) with special needs.
CONTENTS:
Assisting the Guests During Meals
Serving Diners with Special Needs
Condiments
Tableware
Complimentary Foods
Guests With Special Needs
METHODOLOGIES:
Lecture-discussion
AV presentation/film viewing
Demonstration
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
LO3. PERFORM BANQUET OR CATERING FOOD SERVICE
ASSESSMENT CRITERIA:
1. Banquet service ware are prepared and checked according to food
enterprise policy.
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2. Tables and chairs are set up as per instructions of the Banquet


Captain or as per event order form.
3. Table linens are laid out in accordance with food enterprise
procedures.
4. Food is handled and served according to food enterprise policy.
5. Coordinated service of meal courses is ensured according to food
enterprise policy.
6. Assigned areas are kept clean in accordance with food enterprise
standards.
7. Tables are cleared according to food enterprise procedures.
8. Dishes are stacked for dishwashing according to food enterprise
procedures.
9. Banquet and catering food service is documented according to food
enterprise procedures.
CONTENTS:
Banquet Function/On or Off Premise Catering
Duties and Responsibilities Of Banquet Service Staff
Banquet Event Order
Food Safety
Food Enterprise Standards, Procedures and Policies
METHODOLOGIES:
Lecture-discussion
AV presentation/film viewing
Demonstration
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
LO4. SERVE BEVERAGE ORDERS
ASSESSMENT CRITERIA:
1. Beverage orders are picked up using standard service tray.
2. Beverage orders are checked for presentation and appropriate
garnishes.
3. Beverage garnishes are checked in accordance with food enterprise
standards.
4. Beverages are served according to enterprise standards of service.
5. Beverages are served at the right temperature.
6. Wine is opened according to food enterprise procedures.
7. Wine service is carried out in accordance with food enterprise
procedures.

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8. Beverages are served with accompaniments following food


enterprise standards.
CONTENTS:
Types of beverage/glassware (review)
Beverage service
Garnishes for Beverages
Wine Service
How to open wine bottles
METHODOLOGIES:
Lecture-discussion
Demonstration
Audio visual presentation/film viewing
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
LO5. CONCLUDE FOOD SERVICE AND CLOSE DOWN DINING AREA
ASSESSMENT CRITERIA:
1. Soiled dishes are removed according to enterprise standards of
service.
2. Billings are presented to the diners according to food enterprise
billing procedure.
3. Payment is acknowledged as soon as it is received.
4. Tables are cleared and reset according to food enterprise procedure.
5. Closing down activities is performed according to food enterprise
procedure.
CONTENTS:
Clearing the Table
Re-setting the Table
Presenting the Bill
Bidding the Diner Good bye
METHODOLOGIES:
Lecture-discussion
Demonstration
Audio visual presentation/film viewing
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test

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UNIT OF COMPETENCY :

PROVIDE ROOM SERVICE

UNITCODE

TRS512391

MODULE TITLE

PROVIDING ROOM SERVICE

MODULE DESCRIPTOR :

NOMINAL DURATION

This module deals with the knowledge and skills


required in the provision of food and beverage
service particularly in the guest room of a
commercial accommodation enterprise.
32 hours

SUMMARY OF LEARNING OUTCOMES:


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 and serve food and beverage orders to guests
LO4 Present room service account
LO5 Clear away room service equipment
LO1. TAKE AND PROCESS ROOM SERVICE ORDERS
ASSESSMENT CRITERIA:
1. Telephone call is answered in accordance with customer service
standards.
2. Guests name is checked according to enterprise standards.
3. Details of order are clarified, repeated, checked and recorded
according to enterprise procedures.
4. Suggestive selling techniques are used according to enterprise
standard.
5. Guests are advised of approximate time of delivery.
6. Doorknob dockets are interpreted in accordance to enterprise
standards.
7. Orders are relayed for preparation following food enterprise
procedure.
CONTENT:
Taking Room Service Orders
a. Telephone
b. Doorknob Dockets
c. Suggestive Selling Techniques
METHODOLOGIES:
Lecture-discussion
Demonstration
Role play

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ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
LO2. SET-UP TRAYS AND TROLLEYS
ASSESSMENT CRITERIA:
1. Room service equipment and supplies are
prepared in accordance with enterprise
procedures.
2. Room service equipment and supplies are
selected and checked for cleanliness and
condition.
3. Trays and trolleys are set up according to
food enterprise standard.
4. Room service trays or trolleys are set up
according to the food and beverage ordered.
5. Orders are checked before leaving the
kitchen for delivery.
6. Food items are covered during transportation
to the room.
7. Food orders must be delivered on the time
desired by the guest
CONTENTS:
Equipment and Material Selection
Trolley Set Up
Setting Room Equipment and Supplies
Setting Room Service Trays or Trolleys
METHODOLOGIES:
Lecture-discussion
Demonstration
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
LO3. PRESENT AND SERVE FOOD AND BEVERAGE ORDERS TO
GUESTS
ASSESSMENT CRITERIA:
1. Room service delivery is performed following room service standard
procedure.
2. Guests are greeted politely in accordance with the with enterprise
service procedures.
3. Food orders are set up according to diners preference.
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CONTENT:
Room Service Meal Delivery and Serving
Room Service Standard Procedures
METHODOLOGIES:
Lecture-discussion
Demonstration
Role play
ASSESSMENT METHODS
Simulation/practical test with oral questioning
Oral or written test
LO4. PRESENT ROOM SERVICE ACCOUNT
ASSESSMENT CRITERIA:
1. Guests accounts are checked for accuracy and presented in
accordance with enterprise procedures.
2. Cash payments are presented to the cashier for processing in
accordance with enterprise guidelines.
3. For charge accounts, guests are asked to sign the bill.
CONTENT:
Presenting the Bill
Types of Payment
o Cash
o Charge
o Credit Card
o Cheque
Processing Payments
METHODOLOGIES:
Lecture-discussion
Demonstration
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
LO5. CLEAR AWAY ROOM SERVICE EQUIPMENT
ASSESSMENT CRITERIA:
1. Tray and trolley are cleared following food enterprise procedure.
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2. Floors are checked and cleared in accordance with food enterprise


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

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CONTENT:
Clearing Room Service Equipment
Cleaning Room Service Equipment
Cleaning Floor Area
METHODOLOGIES:
Lecture-discussion
Demonstration
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test

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UNIT OF COMPETENCY :
UNIT CODE

RECEIVE AND HANDLE GUEST CONCERNS

TRS512392

MODULE TITLE
CONCERNS

RECEIVING AND HANDLING GUEST

MODULE DESCRIPTOR :
skills required in receiving
NOMINAL DURATION

This module deals with the knowledge and


and handling guest complaints/concerns.
16 hours

SUMMARY OF LEARNING OUTCOMES:


LO1.
LO2
LO3
LO4

Upon completion of this module, the trainee/ student must be able to:
Listen to the complaint/concern
Apologize to the guest
Take proper action on the complaint/concern
Record complaint

LO1. LISTEN TO THE COMPLAINT/CONCERN


ASSESSMENT CRITERIA
1. Information about the complaint/concern is gathered and
noted following enterprise procedures.
2. Attention is given to the complainant following enterprise
policy.
3. Guests complaint/concern is analyzed and evaluated in accordance
with enterprise policy.
CONTENTS:
Listening skills
Summarizing information
Handling complaints/concerns
METHODOLOGIES:
Lecture-discussion
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
LO2. APOLOGIZE TO THE GUEST
ASSESSMENT CRITERIA:
1. Sincere apology is offered for the disservice.
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2. Empathy is shown to the guest to show genuine concern and


consideration.
3. Excuses or blaming others are avoided.
4. Gratitude is expressed to the guest for bringing the matter up for
attention.
CONTENT:
Customer Relations
METHODOLOGIES:
Lecture-discussion
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
LO3. TAKE PROPER ACTION ON THE COMPLAINT
ASSESSMENT CRITERIA:
1. Persons or department concerned are informed about the
complaint.
2. Serious problems/concerns are referred to higher authority for
action.
3. Problems are followed-up to check whether it is solved or not.
CONTENTS
Customer Relations
Handling Complaints
Problem Category
METHODOLOGIES:
Lecture-discussion
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test
LO4. RECORD COMPLAINT
ASSESSMENT CRITERIA:
1. Complaints are documented according to the enterprise standard
procedures.
2. Persons concerned are recognized and actions taken are recorded.
3. Feedback received from guests is logged and collated.
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CONTENTS:
Records Keeping/Documentation
Feed Backing Skills
METHODOLOGIES:
Lecture-discussion
Role play
ASSESSMENT METHODS:
Simulation/practical test with oral questioning
Oral or written test

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