GLOBAL CENTER OF EDUCATION MANAGEMENT SCIENCE AND TECHNOLOGY CORP.

(Training and Assessment Center)

Galleon Trade Center, 7 Cabatuhan Road, Deparo, Brgy 168 Caloocan City
Tel. No. (02) 8376-2230; 09063437290
E-mail: gcemsat2019@gmail.com

INSTITUTIONAL ASSESSMENT FOR FOOD AND BEVERAGE SERVICES NC II

Name: _______________________________ Date: _________________
Qualification: _________________________ Trainer: _______________

CORE 1: PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE

CRITERIA ASSESSMENT METHODS

Inquiries are answered promptly, clearly and
accurately
Pertinent questions are asked to complete the details
of the reservations.
Reservations data are recorded on forms accurately
based on establishment’s standards
Details of the reservations are repeated back and
confirmed with the party making the reservation
Additional information about the food service
establishment is provided when necessary
Service or waiter’s stations are stacked with supplies
necessary for service
All tableware and dining room equipment are
cleaned, wiped and put in their proper places.
Special tent cards and similar special displays are put
up for promotions.
Cleanliness and conditions of all tables, tableware and
dining room equipment are checked
Water pitches and ice buckets are filled.
Electrical appliances or equipment like coffee pots,
tea pots, plate warmer etc. in the dining area are
turned on and kept ready.
Condiments and sauce bottles are refilled and the
neck and tops of the bottles are wiped clean and dry.
Tables are set according to standards of the food
service establishment.
In case where the menu is prearranged or fixed,
covers are set correctly according to predetermined
menu.
Tableware and glassware are wiped and polished
before they are set-up on the table
Cloth napkins are folded properly and laid on the
table appropriately according to napkin folding style
Buffet or display tables are skirted properly taking
into account symmetry, balance and harmony in size
and design.
Lights are adjusted according to time of the day
Tables, chairs and other dining room furniture are
arranged to ensure comfort and convenience of the
guests.
Appropriate music is played when applicable
Floors/carpets are cleaned and made sure are dry.
Air-condition or cooling units are adjusted for the
comfort of the guests.
 GLOBAL CENTER OF EDUCATION MANAGEMENT SCIENCE AND TECHNOLOGY CORP.
(Training and Assessment Center)
Galleon Trade Center, 7 Cabatuhan Road, Deparo, Brgy 168 Caloocan City
Tel. No. (02) 8376-2230; 09063437290
E-mail: gcemsat2019@gmail.com

Decorations are set-up according to theme or concept

of the dining room

Students must be able to:

 Prepare the dining area
 Set the tables according to type of dining standard
 Skirt tables
 Present table napkin fold according to the type of service

CORE 2: WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS

CRITERIA ASSESSMENT METHODS

Guests are acknowledged as soon as they arrive
Guests are greeted with an appropriate welcome.
Details of reservations are checked based on established standard policy
Guests are escorted and seated according to table allocations.
Tables are utilized according to the number of party.
Guests are seated evenly among stations to control the traffic flow of guests in
the dining room
Cloth napkins are opened for the guests when applicable
Water is served when applicable, according to the standards of the food service
facility
Guests are presented with menu according to established standard practice.
Orders are taken completely in accordance with establishments standard
practice.
Special requests and requirements are noted accurately
Orders are repeated back to the guests to confirm items
Tableware and cutlery appropriate for the menu choices are provided and
adjusted in accordance with establishment procedures.
Orders are placed and sent to the kitchen promptly
Quality of food is checked in accordance with establishment standards
Tableware is checked for chips, marks, cleanliness, spills, and drips.
Plates and/or trays area carried out safely
Colleagues are advised promptly regarding readiness of items for services.
Information about special requests, dietary or cultural requirements is relayed
accurately to kitchen where appropriate.
Work technology are observed according to establishment standard policy and
procedure.

Students must be able to:

 Welcome the guest properly
 Check for the reservations if any
 Ask the guest for the preferred sit
 Guide the guest to the table
 Sit the guest
 Give the menu promptly
 Take the orders properly
 Repeat the order for confirmation
 GLOBAL CENTER OF EDUCATION MANAGEMENT SCIENCE AND TECHNOLOGY CORP.
(Training and Assessment Center)
Galleon Trade Center, 7 Cabatuhan Road, Deparo, Brgy 168 Caloocan City
Tel. No. (02) 8376-2230; 09063437290
E-mail: gcemsat2019@gmail.com

CORE 3: PROMOTE FOOD AND BEVERAGE PRODUCTS

CRITERIA ASSESSMENT METHODS

Names and pronunciation of dishes in the menu are mastered
Ingredients of dishes are memorized
Sauces and accomplishments are known by heart
Descriptions and of every item in the menu are studied
Common food allergens are mastered to prevent serious health consequences.
Information about the food items are provided in clear explanations and
descriptions
Items on specials or promos are offered to assist guests with food and beverage
selections
Name of specific menu items are suggested to guests rather than just mentioning
the general categories in the menu to help them make the choice and know what
they want
Standard food and beverages pairings are recommended
Several choices are given to provide more options to guests.
Descriptive words are used while explaining the dishes to make it more tempting
and appetizing
Suggestive selling is carried out discreetly so as not to be pushy or too aggressive.
Slow moving but highly profitable items are suggested to increase guest check
Second servings of items ordered are offered.
Food portions or sizes are mentioned for possible adjustments with the orders
New items are recommended to regular guests to encourage them to try other
items in the menu

Students must be able to:

 Master the menu list and their offered meals
 Complete information about the offered meals
 Suggest food and beverage suitable for the guest

CORE 4: PROVIDE FOOD AND BEVERAGE SERVICE TO GUEST

CRITERIA ASSESSMENT
METHOD
Food orders are picked up promptly from the service areas
Food orders are checked for presentation and appropriate garnish and
accompaniments
Food orders are served to the right guest who ordered them
Food orders are served and cleared with minimal disturbance to the other guest
and in accordance to hygienic requirements
Food orders are served in accordance with the enterprise serving style standards
Name of the dish or order is mentioned upon serving to the guest
Sequence of service and meal delivery is monitored in accordance with
enterprise procedures
Additional request or needs of the guests are anticipated
Additional food and beverage are offered and serve at the appropriate time
Necessary condiments and appropriate tableware are provided based on the
food ordered
 GLOBAL CENTER OF EDUCATION MANAGEMENT SCIENCE AND TECHNOLOGY CORP.
(Training and Assessment Center)
Galleon Trade Center, 7 Cabatuhan Road, Deparo, Brgy 168 Caloocan City
Tel. No. (02) 8376-2230; 09063437290
E-mail: gcemsat2019@gmail.com

Delays or deficiency in service are recognized and followed up promptly based on

enterprise policy
Water, bread, and butter are replenished when required
Children and guests with special needs are treated with extra attention and care
Service wares are checked for completeness ahead of time
Tables and chairs are set up in accordance with the event requirements
Food are serve according to general service principle
Food are handled based on food safety procedures
Coordinated service of meal courses is ensured
Assigned areas are kept clean in accordance with enterprise procedures
Tables are cleared and soiled dishes prepared to be brought for dishwashing after
the event or function
Number of guests being served is noted and monitored
Beverage orders are picked up promptly from the bar
Beverage orders are checked for presentation and appropriate garnishes
Beverage are served at appropriate time during meal time
Beverage are serve efficiently according to established standards of service
Beverage are serve at the right temperature
For full bottle wine orders, wine is opened efficiently with minimal disturbance
with establishment procedures
Wine service is carried out in accordance with establishment procedures
Soiled dishes are removed when guests are finished with their meal
Bills are prepared and processed accurately in coordination with the cashier
Bills are presented when the guest asked for it
Payment is acknowledged as soon as it is received
Tables are cleared, reset and made ready for the next sitting when guest are
finished with their meals
Guest are thanked and bided warmly
Electrical equipment are turned off when appropriate

Students must be able to:

 Set the table according to the ordered meal
 Serve water to the guest
 Serve bread to the guest
 Serve the food according to the proper sequence of serving
 Serve the food and beverage on the right side of the guest
 Serve the food at the same time in a group
 Bus out soiled dishes properly with no spills
 Present the bill to the guest
 Bid goodbye warmly
 GLOBAL CENTER OF EDUCATION MANAGEMENT SCIENCE AND TECHNOLOGY CORP.
(Training and Assessment Center)
Galleon Trade Center, 7 Cabatuhan Road, Deparo, Brgy 168 Caloocan City
Tel. No. (02) 8376-2230; 09063437290
E-mail: gcemsat2019@gmail.com

CORE 5: PROVIDE ROOM SERVICE

CRITERIA ASSESSMENT
METHOD
Answer the phone with proper telephone etiquette
Check name of customer during interaction
Clarifies, repeat and checks details accurately
Uses selling techniques when appropriate
Advise clients of approximate time of delivery
Records service orders according to establishment standards
Interprets room service orders received from doorknob dockets
Promptly transfer orders in appropriate location for preparation
Prepare food and beverage according to establishment standards
Prepare general service equipment according to establishment standards
Set-up trolleys and trays for variety of meals in accordance to set up
presentation and establishment standards
Selects and checks equipment and materials for cleanliness and damages
Food and beverage are promptly collected based on establishment
procedures
Checks orders before leaving the kitchen for delivery
Knock’s guest room courteously
Greets guest upon entry of the room in accordance to establishment
standards
Consults guest as to where the tray is laid or where to position trolley inside
the room
Check guest account accurately
Presents account in accordance to establishments guidelines
Presents charge accounts to guest for signing based on establishments
procedures
Procedure to take away the tray or trolley when the guest have finished their
meal is explained
Floors are checked and cleared in accordance with establishment policy and
guidelines
Dirty trays are cleared in accordance with establishment procedure
Trays and trolleys are cleaned and returned to the room service area
The entire story or issue of concern is obtained from the guest without
interruption
Details of the guest complaint or concern are noted
Full attention is given to the complaining guest
Guest complaint is paraphrased to determine if the concern is correctly
understood
Sincere apology is offered for the disservice
Empathy is shown to the guest to show genuine concern and consideration
Excuses or blaming others are avoided
Gratitude is expressed to the guest for bringing the matter up for attention
Appropriate action is taken regarding guest concern
The right person or department who can solve problem is informed for proper
action
Difficult situations or serious concern are elevated or referred to higher
authority
Follow up on the problem to check whether it solved or not
Complaints are documented according to the establishment standard
procedures
 GLOBAL CENTER OF EDUCATION MANAGEMENT SCIENCE AND TECHNOLOGY CORP.
(Training and Assessment Center)
Galleon Trade Center, 7 Cabatuhan Road, Deparo, Brgy 168 Caloocan City
Tel. No. (02) 8376-2230; 09063437290
E-mail: gcemsat2019@gmail.com

Persons concern are recognize and actions taken recorded

Feedback received from guest is logged and collated

Students must be able to:

 Properly execute telephone conversation with the guest
 Take meal orders thru telephone
 Ask the guest information promptly
 Ask for the time of the delivery and mode of payment
 Set-up the trolley completely
 Deliver the food to the guest room
 Knock 3 times stating the department he/she is in
 Ask the guest if he/she can come in and where should the food be placed
 Give the bill to the guest if any
 Tell to call the room service department to dish out soiled plate whenever the guest is done