SESSION PLAN

SECTOR : Tourism

QUALIFICATION TITLE : Food and Beverage NC II

UNIT OF COMPETENCY : RECEIVE AND HANDLE GUEST CONCERNS.

MODULE TITLE : RECEIVING AND HANDLING GUESTS CONCERNS.

LEARNING OUTCOMES
2. Apologize to the guest.
A. INTRODUCTION:
This unit of competency covers the knowledge, skills and proper attitude / etiquette in receiving and handling guest concerns.
It also deals with the sequence in food service of receiving and handling of guests concern.
B. LEARNING ACTIVITIES:
LO 2: Apologize to the guests
Learning Content Method Presentation Practice Feedback Resources Time
1. Specific words to ʘ Lecture Read information Answer self- Check ʘ Information sheet 6.2-1 3 hrs
use in apologizing ʘ Modular (Self- Sheet 6.2-1 on check 6.2-1 Answers ʘ check (written
to the upset guest paced) specific words to with questions and answer
use in apologizing answer key)
to the upset guest key 6.2-1 ʘ Internet

ʘ Lecture Read task Sheet Answer self- Check ʘ Information sheet 6.2-2 3 Hrs
2. EMPATHY ʘ Modular (Self- on 6.2-2 on check 6.2-2 Answers ʘ check (written
paced) listening with with questions and answer
ʘ Demonstration empathy answer key)
key 6.2-2 ʘ Internet
Perform task
Sheet Checklist
D. Assessment Plan:
Demonstration with oral questioning.
Observation.
Written examination.
D. Actual Performance Test:
Demonstration on the given task.

E. Teachers’ Self-Reflection of the session:

Prepared by:

Mary Grace B. Gelicaña