TESDA-OP CO-01-F11

(Rev.No.00-03/08/17)

COMPETENCY-BASED CURRICULUM

A. Course Design

Course Title: FOOD AND BEVERAGE SERVICES

Nominal Duration: 356 HOURS
Qualification Level: NC II
Course Description: This course is designed to enhance the knowledge, skills
and attitudes in FOOD AND BEVERAGE SERVICES
NC II in accordance with industry standards. It covers the
basic, common and core competencies required in the delivery
of food and beverage service in various foodservice facilities. It
covers the core competencies on preparing the dining room
for service, welcoming guests and taking food and beverage
orders, promoting food and beverage products, providing
food and beverage service to guests, providing room service,
and receiving and handling guest concerns.

Requirements: MUST BE 18 YONAND ABOVE, CAN READ AND

UNDERSTAND ENGLISH LANGUAGE

Course Structure
Basic Competencies
No. of Hours: 18 HOURS
Unit of Competency Module Title Learning Nominal
Outcomes Duration
 1. PARTICIPATE IN 1. PARTICIPATING IN1. Obtain and
WORKPLACE WORKPLACE convey workplace
COMMUNICATION COMMUNICATION information
2. Speak English
at a basic
operational level
3. Participate in
workplace
meetings and
discussions
4. Complete relevant
work related
documents

2 WORK IN TEAM WORKING IN TEAM 1. Describe team

ENVIRONMENT ENVIRONMENT role and scope
2. Identify own
role and
responsibility
within team
3. Work as a
team member
4. Work effectively
with colleagues
5. Work in socially
diverse
environment

3 PRACTICE CAREER 3 PRACTICING 1. Integrate personal

PROFESSIONALISM CAREER objectives with
PROFESSIONALISM organizational
goals
2. Set and meet
work priorities
3. Maintain
professional
growth and
development

4 PRACTICE 4 PRACTICING 1. Identify hazards

OCCUPATIONAL OCCUPATIONAL and risks
HEALTH AND SAFETY HEALTH AND 2. Evaluate hazards
and risks
PROCEDURES SAFETY 3. Control hazards
PROCEDURES and risks
4. Maintain OHS
awareness
5. Perform basic
 first-aid
procedures

Common Competencies
No. of Hours: 18 HOURS
Unit of Competency Module Title Learning Nominal
Outcomes Duration
1 DEVELOPING 1 DEVELOPING AND 1. Seek information
AND UPDATE INDUSTRY on the industry
UPDATE INDUSTRY KNOWLEDGE 2. Update industry
KNOWLEDGE knowledge
3. Develop and
update local
knowledge
4. Promote
products and
services to
customers

2 OBSERVE 2 OBSERVING 1. Follow hygiene

WORKPLACE WORKPLACE procedures
HYGIENE HYGIENE 2. Identify and
prevent hygiene
risks
3 PERFORMING 3 PERFORM 1. Plan and prepare
COMPUTER COMPUTER for task to be
OPERATIONS OPERATIONS undertaken
2. Input data into
computer
3. Access
information
using computer
4. Produce/output
data using
computer
system
5. Maintain
computer
equipment and
systems

4 PERFORM 4 PERFORMING 1. Follow

WORKPLACE ANDWORKPLACE AND workplace
SAFETY SAFETY PRACTICES procedures for
PRACTICES health, safety
and security
practices
2. Perform child
protection duties
relevant to the
tourism industry
3. Observe and
monitor people
4. Deal with
emergency
situations
5. Maintain safe
personal
presentation
standards
6. Maintain a safe
and secure
workplace
5 PROVIDE 5 PROVIDING 1. Greet customer
EFFECTIVE EFFECTIVE 2. Identify needs of
CUSTOMER CUSTOMER SERVICE customers
SERVICE 3. Deliver service
to customer

Core Competencies
No. of Hours: 320 HOURS
Unit of Competency Module Title Learning Outcomes Nominal
Duration
1. PREPARE THE DINING1. PREPARE THE DINING1. Take table
ROOM/RESTAURANT ROOM/RESTAURANT reservations
AREA FOR SERVICE AREA FOR SERVICE 2. Prepare service
stations and
equipment
3. Set up the tables
in the dining area
4. Set the
mood/ambiance
of the dining area

2. WELCOME GUESTS 2. WELCOMING 1. Welcome and

AND TAKE FOOD AND GUESTS AND TAKE greet guests
BEVERAGE ORDERS FOOD AND 2. Seat the guests
BEVERAGE ORDERS 3. Take food and
beverage orders

3. PROMOTE FOOD AND 3.PROMOTE FOOD 1. Know the

BEVERAGE AND BEVERAGE product
PRODUCTS PRODUCTS 2. Undertake
Suggestive selling
3. Carry out
Upselling
strategies
Liaise between
kitchen and
service areas
4. PROVIDE FOOD AND PROVIDING FOOD 1. Serve food orders
BEVERAGE AND BEVERAGE 2. Assist the diners
SERVICES SERVICES 3. Perform banquet
or catering food
service
4. Serve Beverage
Orders
5. Process payments
and receipts
6. Conclude food
service and close
down dining area

5. PROVIDE ROOM 5.PROVIDE ROOM 1. Take and

SERVICE SERVICE process room
service orders
2. Set up trays and
trolleys
3. Present and serve
food and
beverage orders
to guests
4. Present room
service account

5. Clear away room

service
equipment
6. RECEIVE AND 6.RECEIVE AND 1. Listen to the
HANDLE GUEST HANDLE GUEST complaint
CONCERNS CONCERNS 2. Apologize to
the guest
3. Take proper
action on the
complaint
4. Record
complaint
 Resources:
LIST OF TOOL, EQUIPMENT AND MATERIALS FOR FOOD AND BEVERAGE
SERVICES NC II
Recommended list of tools, equipment and materials for the training of 25 trainees for
Food and Beverage Services NC II.

WAITERING TOOLS, MATERIALS AND EQUIPMENT

QTY DINNERWARE QTY CUTLERIES QTY GLASSWARE
24 Red wine glasses
24 pcs Dinner plates, 10” 24 pcs. Dinner knives pcs.

Show/service 24 White wine glasses

6 pcs. 24 pcs. Dinner forks
plates, 11-14” pcs.
24 Water goblets
24 pcs. Salad plates 7-8” 24 pcs. Salad knives
pcs.
24 Juice glasses/Hi ball
24 pcs. Fish plates, 8-9” 24 pcs. Salad forks
pcs.
Dessert plates, 7- 24 Champagne flute
24 pcs. 24 pcs. Fish knives
8” pcs.
Side plates or 24
24 pcs. 24 pcs. Fish forks Collins glasses
bread plates, 6” pcs.
Soup spoons (cream and 24 Pilsner glasses/Ice tea
24 pcs. Soup plate/bowl 24 pcs.
consume) pcs. glasses
Cups and saucers
24 pcs. 24 pcs. Dessert spoons
5-6 oz
24 pcs. Dessert forks
24 pcs. Teaspoons
24 pcs. Cocktail forks
6 pcs. Service forks
6 pcs. Service spoons
24 pcs. Steak knives
24 pcs. Butter knives
24 pcs. Oyster forks
 OTHER QT QT OTHER
QTY
SERVICEWARE Y Y ACCESSORIES
4 54”X54 table cloth 2 Menu Folders
2 units Coffee pot
pcs. pcs.
2 Table skirting cloths 2 Order pads
2 units Tea pot
pcs. pcs.
4pcs Salt and Pepper 2 Rectangular table cloths 2 Bill folder/change trays
shakers pcs. pcs.
6 pcs service trays 4 Side towels 1 Waiter station/cabinet
pcs. unit
8 pcs Silver platters 30 16” x16” Cloth Table 2 Tray stand (optional)
pcs. napkin pcs.
8 pcs Round (bar) trays
4 pcs Tooth pick holders TABLES/CHAIRS
6 pcs Napkin holders 4 Square/rectangular tables
pcs. (4’s/6’s)
5 pcs Sugar containers 2 round tables (8’s)
pcs.
5 pcs Creamer 36 Dining/Banquet chairs
containers pcs.
4 pcs Sauce/gravy boats
4 pcs Soup tureen
2 pcs PeppermilL
2 pcs Food tongs
2 pcs. Sauce ladles
2 pcs. Soup ladles
2 pcs. Cake servers
6 pcs. Water pitchers
8 pcs. (Room Service)
Plate covers
2 pcs. Ice buckets with
tongs

3.TRAINING FACILITIES

FOOD AND BEVERAGE SERVICES NC II

Based on a class intake of 25 students/trainees.

Area in Sq. Total Area in Sq.
Space Requirement Size in Meters
Meters Meters
Lecture/Laboratory Area 5 x 10 50 50
Wash Room 2x5 10 10
Tool Room/Supply Room 5x4 20 20
Circulation Area 5x5 25 25
Total Workshop Area : 105
B. Modules of Instruction
 Basic Competencies :
1. Participate in workplace communication
2. Work in team environment
3. Practice career professionalism
4. Practice occupational health and safety procedures

Unit of Competency : Participate in workplace communication

Modules Title: Participating in workplace communication

Module Descriptor: This unit covers the knowledge, skills and attitudes
required to gather, interpret and convey information in
response to workplace requirements.

Nominal Duration:
Summary of Learning Outcomes:
LO1. PARTICIPATE IN WORKPLACE COMMUNICATION
LO2. WORK IN TEAM ENVIRONMENT
LO3. PRACTICE CAREER PROFESSIONALISM
LO4. PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES

Details of Learning Outcomes:

LO1 . PARTICIPATE IN WORKPLACE COMMUNICATION
1.1 Obtain and convey workplace information
1.2 Speak English at a basic operational level
1.3 Participate in workplace meeting and discussion
1.4 Complete relevant work related documents

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
 Specific and Compet Fax  Group  Demonstratio
relevant ency may be machine Discussion n
information is  Interaction  Observation
accessed from assessed Telephon Practice  Interviews/
appropriate individually e session  Questioning
sources in the actual Writing
workplace materials
 Effective or through Internet
questioning , accredited
active listening institution
and speaking skills
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 supervisors
and colleagues are
identified and
followed
Defined
workplace
procedures for the
location and
storage of
information are
used
Personal
interaction is
carried out clearly
and concisely

Simple Compet Fax  Group  Demonstratio

conversations on ency may be machine Discussion n
familiar topics  Interaction  Observation
with work assessed Telephon Practice  Interviews/
colleagues is individually e session  Questioning
participated in the actual Writing
Simple verbal workplace
 instructions or or through materials
requests are accredited Internet
responded to institution
Simple
requests are made
Routine
procedures are
described
Likes, dislikes
and preferences
are expressed
 Different
forms of
expression in
English is
identified
Team Compet Fax  Group  Demonstratio
meetings are ency may be machine Discussion n
attended on time  Interaction  Observation
Own opinions assessed Telephon Practice  Interviews/
are clearly individually e session  Questioning
expressed and in the actual Writing
those of others are workplace materials
listened to without or through Internet
interruption accredited
Meeting institution
inputs are
consistent with the
meeting purpose
and established
protocols
Workplace
interactions are
conducted in a
courteous manner
Questions
about simple
routine workplace
procedures and
maters concerning
working
conditions of
employment are
asked and
responded to
Meetings
outcomes are
interpreted and
implemented
Range of Compet Fax  Group  Demonstratio
forms relating to ency may be machine Discussion n
conditions of  Interaction  Observation
employment are assessed Telephon Practice  Interviews/
completed individually e session  Questioning
accurately and in the actual Writing
legibly workplace materials
Workplace or through
 data is recorded on accredited Internet
standard institution
workplace forms
and documents
Basic
mathematical
processes are used
for routine
calculations
Errors in
recording
information on
forms/ documents
are identified and
properly acted
upon
Reporting
requirements to
supervisor are
completed
according to
organizational
guidelines

LO2 . WORK IN TEAM ENVIRONMENT

LO1. Describe team role and scope

LO2 Identify own role and responsibility within team
LO3. Work as a team member
LO4.Work effectively with colleagues
LO5.Work in socially diverse environment

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
The role and 1 Describe and Fax Discussion  Demonstratio
objective of the identify machine Interaction n
team role Simulation  Observation
team is identified and Telephon Games
from available  Interviews
responsibilit e
sources of / Questioning
y in a team Writing
information 2.2 Describe materials
Team parameters, work as a Internet
reporting team
relationships and member
2.3 Work
responsibilities are effectively
identified from with
team discussions colleagues
and appropriate 2.3 Work in
external sources a socially
diverse
environment
1 Describe and
Individual role and Fax Discussion  Demonstratio
responsibilities identify machine Interaction n
team role Simulation  Observation
within the team and Telephon Games Interviews/
environment are responsibilit e
Questioning
identified y in a team Writing
Roles and  Describe materials
responsibility of work as a Internet
other team team
members are member
 Work
identified and effectively
recognized with
Reporting colleagues
relationships  Work in
within team and a socially
external to team diverse
are identified environment

Effective and  Integrate Fax Discussion  Demonstratio

appropriate forms personal machine Interaction n
objectives Simulation  Observation
of communications with Telephon Games Interviews/
used and organization e
Questioning
interactions al goals Writing
undertaken with  Set and materials
team members meet work Internet
who contribute to priorities
known team  Maintai
activities and n
objectives professional
Effective and growth and
appropriate developmen
contributions made t
to complement
team activities and
objectives, based
on individual skills
and competencies
and workplace
context
Observed
protocols in
reporting using
standard operating
procedures
Contribute to the
development of
team work plans
 based on an
understanding of
team’s role and
objectives and
individual
competencies of
the members.

 Information is Describe Fax Discussion  Demonstratio

communicated and identify machine Interaction n
team role Simulation  Observation
clearly and in and Telephon Games Interviews/
concise manner responsibilit e
Questioning
using appropriate y in a team Writing
communication materials
techniques Describe Internet
 Relationships are work as a
established and team
member
maintained 2.3 Work
effectively effectively
with colleagues with
 Work activities are colleagues
performed within 2.3 Work in
the team to ensure a socially
achievement of diverse
team goals environment
 Customers and 1 Describe and Discussion  Demonstratio
colleagues from identify Interaction n
team role Simulation  Observation
diverse and Games Interviews/
backgrounds are responsibilit
Questioning
communicated y in a team
with, in all verbal
2.2 Describe
and non-verbal work as a
forms team
 Cross cultural member
2.3 Work
misunderstandings effectively
are dealt with, with
taking account of colleagues
cultural 2.3 Work in
considerations a socially
diverse
environment
 LO3 . PRACTICE CAREER PROFESSIONALISM

LO1. Integrate personal objectives with organizational goals

LO2. Set and meet work priorities
LO3. Maintain professional growth and development

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
Personal growth Personal  Human Discussion  Demonstration
and work plan growth and  Financial Interaction  Observation
are pursue work plans Role Play Interviews/
 Technology
towards are pursued  Hardware questioning
improving the towards
qualifications set improving  Software
for the the
profession qualification
s set for the
Intra- and profession
Interpersonal Intra- and
relationships are interpersona
maintained in the l
course of relationship
managing s are
oneself based on maintained
performance in the
evaluation course of
managing
Commitment to oneself
the organization based on
and its goal is performance
demonstrated in evaluation
the performance Commitmen
of duties t to the
organization
and its goal
is
demonstrate
d in the
performance
of duties
Competing Competing  Human Discussion  Demonstration
demands are demands  Financial Interaction  Observation
prioritized to Role Play Interviews/
 Technology
questioning
achieve personal,
prioritized  Hardware
team and to achiev  Software
organizationalpersonal,
goals and team and
objectives. organizati
Resources arenal goals
utilized efficiently
and effectivelyobjectives.
to
manage work Resources
priorities and are utilized
commitments efficiently
Practices along and
economic use and effectively
maintenance of to manage
equipment and work
facilities are priorities
followed as per and
established commitment
procedures s
Practices
along
economic
use and
maintenance
of
equipment
and
facilities are
followed as
per
established
procedures

Trainings and Trainings  Human Discussion  Demonstration

career and career  Financial Interaction  Observation
opportunities are opportuniti  Technology Role Play Interviews/
identified and es are questioning
 Hardware
availed of based identified
on job and availed  Software
requirements of based on
Recognitions are job
sought/received requirement
and demonstrated s
as proof of career Recognition
advancement s are
sought/recei
ved and
demonstrate
d as proof of
 career
advancemen
t
Licenses
and/or
certification
s relevant to
job and
career are
obtained
and renewed

LO4. PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES

LO1. Identify hazards and risks

LO2. Evaluate hazards and risks
LO3. Control hazards and risks
LO4. Maintain OHS awareness
LO5. Perform basic first-aid procedures

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
Safety regulations Safety May include Lecture-  Observation
and workplace regulations but are not Discussion  Interview
safety and hazard and limited to: Plant tour
control practices workplace  Mask Symposium
and procedures are safety and  Gloves
clarified and hazard  Goggles
explained based on control  Hair
organization practices Net/cap/bonne
procedures and t
Hazards/risks in procedures  Face
the workplace and are clarified mask/shield
their and  Ear muffs
corresponding explained  Apron/Gown/
indicators are based on coverall/jump
identified to organization suit
minimize or procedures  Anti-static
eliminate risk to Hazards/ris suits
co-workers, ks in the
workplace and workplace
environment in and their
accordance with correspondi
organization ng
procedures indicators
Contingency are
measures during identified to
workplace minimize or
accidents, fire and eliminate
other emergencies risk to co-
are recognized and workers,
established in workplace
accordance with and
organization environment
procedures in
accordance
with
organization
procedures
Contingenc
y measures
during
workplace
accidents,
fire and
other
emergencies
are
recognized
and
established
in
accordance
with
organization
procedures

Terms of Terms of May include Lecture-  Observation

maximum maximum but are not Discussion  Interview
tolerable limits tolerable limited to: Plant tour
which when limits which Mask Symposium
exceeded will when Gloves
result in harm or exceeded Goggles
damage are will result in Hair
identified based on harm or Net/cap/bonne
threshold limit damage are t
values (TLV) identified Face
Effects of the based on mask/shield
hazards are threshold Ear muffs
determined limit values Apron/Gown/
OHS issues and/or (TLV) coverall/jump
concerns and Effects of suit
identified safety the hazards Anti-static
hazards are are suits
reported to determined
designated OHS issues
personnel in and/or
accordance with concerns
workplace and
requirements and identified
relevant workplace safety
OHS legislation hazards are
reported to
designated
personnel in
accordance
with
 workplace
requirement
s and
relevant
workplace
OHS
legislation

Occupational Occupationa May include Lecture-  Observation

Health and Safety l Health and but are not Discussion  Interview
(OHS) procedures Safety limited to: Plant tour
for controlling (OHS) Mask Symposium
hazards/risks in procedures
4.10 Gloves
workplace are for 4.11 Goggles
consistently controlling
4.12 Hair
followed hazards/risk Net/cap/bonne
Procedures for s in t
dealing with workplace4.13 Face
workplace are mask/shield
accidents, fire and consistently
4.14 Ear muffs
emergencies are followed4.15 Apron/Gown/
followed in Procedures coverall/jump
accordance with for dealing suit
organization OHS with 4.16 Anti-static
policies workplace suits
Personal accidents,
protective fire and
equipment (PPE) emergencies
is correctly used in are followed
accordance with in
organization OHS accordance
procedures and with
practices organization
Appropriate OHS
assistance is policies
provided in the Personal
event of a protective
workplace equipment
emergency in (PPE) is
accordance with correctly
established used in
organization accordance
protocol with
organization
OHS
procedures
and
practices
Appropriate
assistance is
provided in
the event of
a workplace
emergency
in
accordance
with
 established
organization
protocol

Emergency- Emergency- May include Lecture-  Observation

related drills and related but are not Discussion  Interview
trainings are drills and limited to: Plant tour
participated in as trainings4.17 Mask Symposium
per established are 4.18 Gloves
organization participated
4.19 Goggles
guidelines and in as per 4.20 Hair
procedures established Net/cap/bonne
OHS personal organization t
records are guidelines4.21 Face
completed and and mask/shield
procedures4.22 Ear muffs
updated in OHS 4.23 Apron/Gown/
accordance with personal coverall/jump
workplace records are suit
requirements completed 4.24 Anti-static
and updated suits
in
accordance
with
workplace
requirement
s
1 Situation is assessed
1 Situation is May include Lecture-  Observation
in accordance with assessed in but are not Discussion  Interview
accepted practice accordance limited to: Plant tour
5.2 Basic first-aid with 4.25 Mask Symposium
techniques is accepted4.26 Gloves
applied in practice 4.27 Goggles
accordance with5.2 Basic first-4.28 Hair
established first- aid Net/cap/bonne
aid procedures and techniques t
enterprise policy is applied4.29
in Face
5.3 Details of the accordance mask/shield
incident is with 4.30 Ear muffs
communicated in a established
4.31 Apron/Gown/
first-aid coverall/jump
timely manner procedures suit
according to and 4.32 Anti-static
enterprise policy enterprise suits
policy
5.3 Details
of the
incident is
communicat
ed in a
timely
manner
according to
enterprise
policy
 C. Modules of Instruction

Common Competencies :
Unit of Competency : Develop and update industry knowledge
Modules Title: Developing and updating industry knowledge
r Module descriptor: This unit of competency deals with the
knowledge, skills and attitude required to access, increase and
update industry knowledge. It includes seek information on
the industry and update industry knowledge

Nominal Duration:
Summary of Learning Outcomes:
1.1 Seek information on the industry
1.2 Update continuously relevant industry knowledge
1.3 Develop and update local knowledge
1.4 Promote products and services to customers

Details of Learning Outcomes:

LO1 .Seek information on the industry

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
Assessment Sources of The following Assessment may Competency
requires evidence information resources be done in the in this unit
that the candidate/ on the should be workplace or in a may be
trainee : industry are provided: simulated assessed
Knew key correctly Sources of workplace through:
sources of identified information setting Interview/que
information on the and on the (assessment stions
industry accessed industry centers) Practical
Updated Informatio Industry Assessment demonstration
industry n to assist knowledge activities are Portfolio of
knowledge effective carried out industry
Accessed work through information
and used industry performanc TESDA's related to
information e is obtained accredited trainee’s work
Developed in line with assessment
and updated local job center
knowledge requirement
Promoted s
products and Specific
services information
on sector of
work is
 accessed
and updated
Industry
information
is correctly
applied to
day-to-day
work
activities
Update industry Informal The following Assessment may Competency
knowledge and/or resources be done in the in this unit
formal should be workplace or in a may be
research is provided: simulated assessed
used to Sources of workplace through:
update information setting Interview/que
general on the (assessment stions
knowledge industry centers) Practical
of the Industry Assessment demonstration
industry knowledge activities are Portfolio of
Updated carried out industry
knowledge through information
is shared TESDA's related to
with accredited trainee’s work
customers assessment
and center
colleagues
as
appropriate
and
incorporated
into day-to-
day working
activities
Develop and 1 Local
update local knowledge
knowledge is developed
to assist
queries on
local/nation
al tourism
industry
3.2 Local
knowledge
is updated
using
informal
and/or
formal
research
 3.3
Contact
with local
communitie
s is
maintained
Promote products Promotional The following Assessment may Competency
and services to initiatives resources be done in the in this unit
customers are should be workplace or in a may be
described provided: simulated assessed
that may be Sources of workplace through:
used to information setting Interview/que
promote on the (assessment stions
products industry centers) Practical
and services Industry Assessment demonstration
4.2 Selling knowledge activities are Portfolio of
skills are carried out industry
applied through information
according to TESDA's related to
customer accredited trainee’s work
needs assessment
center

LO2 . OBSERVE WORKPLACE HYGIENE PROCEDURES

Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Follow hygiene Workplace The following Competency in Assessment
procedures hygiene resources this unit must be may be done
procedures should be assessed in the
are provided: through: workplace or
implemente Hygiene Written in a simulated
d in line procedures, examination workplace
with actual or Practical setting
enterprise simulated demonstration (assessment
and legal workplace, centers)
requirement products used Assessment
s in activities are
Handling hotel/restaura carried out
and storage nt /tourism through
of items are workplace TESDA's
undertaken accredited
in line with assessment
enterprise center
and legal
requirement
 s

. Identify and Potential The following Competency in Assessment

prevent hygiene hygiene resources this unit must be may be done
risks risks are should be assessed in the
identified in provided: through: workplace or
line with Hygiene Written in a simulated
enterprise procedures, examination workplace
procedures actual or Practical setting
Action to simulated demonstration (assessment
minimize workplace, centers)
and remove products used Assessment
risks are in activities are
taken within hotel/restaura carried out
scope of nt /tourism through
individual workplace TESDA's
responsibilit accredited
y of assessment
enterprise/le center
gal
requirement
s
Hygiene
risks beyond
the control
of
individual
staff
members
are reported
to the
appropriate
person for
follow up

LO3 . PERFORM COMPUTER OPERATIONS

Assessment Contents Conditions Methodologies Assessment
Criteria Methods
. Plan and prepare Requiremen The following Assessment may The assessor
for task to be ts of task are resources be conducted in may select two
undertaken determined should be the workplace or of the
Appropriate
hardware provided: in a simulated following
and 4.1 environment assessment
software is Computer 5.1 methods to
selected hardware with objectively
according to peripherals assess the
task
 assigned 4.2 candidate:
and required Appropriate Observation
outcome software Questioning
Task is
planned to Practical
ensure OH demonstration
&S
guidelines
and
procedures
are followed

. Input data into Data are The following Assessment may The assessor
computer entered into resources be conducted in may select two
the should be the workplace or of the
computer
using provided: in a simulated following
appropriate 4.1 environment assessment
program/ap Computer 5.2 methods to
plication in hardware with objectively
accordance peripherals assess the
with 4.2 candidate:
company Appropriate Observation
procedures
Accuracy of software Questioning
information Practical
is checked demonstration
and
information
is saved in
accordance
with
standard
operating
procedures
Inputted
data are
stored in
storage
media
according to
requirement
s
Work is
performed
within
ergonomic
guidelines

Access Correct
information using program/ap
computer plication is
selected
based on job
requirement
s
 Program/ap
plication
containing
the
information
required is
accessed
according to
company
procedures
Desktop
icons are
correctly
selected,
opened and
closed for
navigation
purposes
Keyboard
techniques
are carried
out in line
with OH &
S
requirement
s for safe
use of
keyboards

Produce/output Entered data

data using are
computer system processed
using
appropriate
software
commands
Data are
printed out
as required
using
computer
hardware/pe
ripheral
devices in
accordance
with
standard
operating
procedures
Files and
data are
transferred
between
compatible
systems
using
computer
 software,
hardware/
peripheral
devices in
accordance
with
standard
operating
procedures

Maintain computer Systems for

equipment and cleaning,
systems minor
maintenanc
e and
replacement
of
consumable
s are
implemente
d
Procedures
for ensuring
security of
data,
including
regular
back-ups
and virus
checks are
implemente
d in
accordance
with
standard
operating
procedures
Basic file
maintenance
procedures
are
implemente
d in line
with the
standard
operating
procedures
Document
systems are
maintained

D. Modules of Instruction

Core Competencies
Unit of Competency : Prepare the dining room/ restaurant area for service
 Modules Title: Preparing the dining room/ restaurant area for service
Module Descriptor: This unit 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. This
unit includes the knowledge and skills in taking
reservations, preparing service stations, table-setting,
and setting the ambiance of the food service facility.

Summary of Learning Outcomes:

1.1 Take table reservation
1.2 Prepare service stations and equipment
1.3 Set-up the tables in the dining area
1.4 1.4 Set the mood/ambiance of the dining area

Details of Learning Outcomes:

LO1 . Take table reservation

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
Take table InquiriesMay include: Lecture-  Simulation/
reservation are Napkins Discussion Practical test
answered Menu folders Demonstration  Oral
promptly, Order slips with return demo questioning
clearly and Wine list Role Play Written exam
accurately. Condiments Audio-visual
Pertinent Toothpicks presentations
questions Table Visual aids
are asked to cloth/Placema (photos,
complete ts drawings)
the details Salt and
of the Pepper shaker
reservations Dinnerware/c
. hinaware
Reservation Cover/service
s data are plate
recorded on Dinner plate
forms Entrée plate
accurately Fish plate
based on Bread plate
establishme Soup
nt’s bowl/plate
standards. Cups and
Details of saucers
the
reservations Glassware
are repeated Stem wares
 back and Footed wares
confirmed Tumblers
with the Mugs
party Silverware/Fl
making the atware
reservation. Dinner fork
Additional Dinner spoon
information Soup spoon
about the Butter
food service knife/spreader
establishme Steak knife
nt is Fish Fork
provided Dessert fork
when Teaspoon
necessary. Holloware
Soup tureen
Platters
Coffeepots
Teapots
Service tray
stands
Gueridon
Cake display
Refrigerators/
Chillers
Coffee
makers/machi
nes
Point Of Sales
(POS)
Wine service
equipment
Pyramid
Bird of
Paradise
Bishop’s Hat
Rose bud
Sail
Candle
Crown
Goblet Fan

Prepare service Service

May include: Lecture-  Simulation/
stations and or waiter’s Napkins Discussion Practical test
equipment stations are Menu folders Demonstration  Oral
stocked with
4.10 Order slips with return demo questioning
supplies 4.11 Wine list Role Play Written exam
necessary4.12 Condiments Audio-visual
for service.
4.13 Toothpicks presentations
 All 4.14 Table Visual aids
tableware cloth/Placema (photos,
and dining ts drawings)
room Salt and
equipment Pepper shaker
are cleaned, Dinnerware/c
wiped and hinaware
put in their Cover/service
proper plate
places. Dinner plate
Special Entrée plate
tent cards Fish plate
and similar Bread plate
special Soup
displays are bowl/plate
put up for Cups and
promotion. saucers
Cleanli
ness and Glassware
condition of Stem wares
all tables, Footed wares
tableware Tumblers
and dining Mugs
room Silverware/Fl
equipment atware
are checked. Dinner fork
Water Dinner spoon
pitchers and Soup spoon
ice buckets Butter
are filled. knife/spreader
Electric Steak knife
al appliance Fish Fork
or Dessert fork
equipment Teaspoon
like coffee Holloware
pots, tea Soup tureen
pots, plate Platters
warmers Coffeepots
etc. in the Teapots
dining area Service tray
are turned stands
on and kept Gueridon
ready. Cake display
Condi Refrigerators/
ments and Chillers
sauce Coffee
bottles are makers/machi
refilled and nes
the necks Point Of Sales
 and tops of (POS)
the bottles Wine service
are wiped equipment
clean and Pyramid
dry. Bird of
Paradise
Bishop’s Hat
Rose bud
Sail
Candle
Crown
Goblet Fan

Set-up the tables in Tables are Lecture-  Simulation/

the dining area set Discussion Practical test
according to Demonstration  Oral
the with return demo questioning
standards of Role Play Written exam
the food Audio-visual
service presentations
establishme Visual aids
nt. (photos,
In cases drawings)
where the
menu is pre-
arranged or
fixed,
covers are
set correctly
according to
the
predetermin
ed 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
appropriatel
y according
 to napkin
folding
style.
Buffet or
display
tables are
skirted
properly
taking into
account
symmetry,
balance and
harmony in
size and
design.
Set the 4.10 Lights are May include: Lecture-  Simulation/
mood/ambiance of adjusted 4.15 Napkins Discussion Practical test
the dining area according4.16to Menu folders Demonstration  Oral
time of the4.17 Order slips with return demo questioning
day. 4.18 Wine list Role Play Written exam
4.11 Tables, 4.19 Condiments Audio-visual
chairs and 4.20 Toothpicks presentations
other dining
4.21 Table Visual aids
room cloth/Placema (photos,
furniture are ts drawings)
arranged to Salt and
ensure Pepper shaker
comfort and Dinnerware/c
convenience hinaware
of the Cover/service
guests. plate
4.12 Appropriate Dinner plate
music is Entrée plate
played when Fish plate
applicable Bread plate
4.13 Floors/carpe Soup
ts are bowl/plate
cleaned and Cups and
made sure saucers
are dry.
4.14 Air- Glassware
condition or Stem wares
cooling Footed wares
units are Tumblers
adjusted for Mugs
the comfort Silverware/Fl
of the guests atware
4.15 Decorations Dinner fork
are set-up Dinner spoon
 according to Soup spoon
theme or Butter
concept of knife/spreader
the dining Steak knife
room. Fish Fork
Dessert fork
Teaspoon
Holloware
Soup tureen
Platters
Coffeepots
Teapots
Service tray
stands
Gueridon
Cake display
Refrigerators/
Chillers
Coffee
makers/machi
nes
Point Of Sales
(POS)
Wine service
equipment
Pyramid
Bird of
Paradise
Bishop’s Hat
Rose bud
Sail
Candle
Crown
Goblet Fan

LO2 . WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS

Module descriptor : This unit 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. This unit involves the initial steps in the
sequence of service that includes the welcoming of guests,
seating the guests, taking food and beverage orders and liaising
between the kitchen and the service area.
Summary of Learning Outcomes:
2.1 Welcome and greet guests
2.2 Seat the guest
2.3 Take food and beverage orders
2.4 Liaise between kitchen and service areas

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
Welcome and 3.1 Guests The arefollowing Lecture- Simulation/Pr
greet guests acknowledg resources Discussion actical test
ed as soon must be Demonstration with oral
as they provided: Role Play questioning
arrive. Different
3.2 Guests are order taking
greeted with systems
an Different
appropriate menu forms
welcome.
Details of
reservations
are checked
based on
established
standard
policy.
4. Seat the guests 4.1 Guests The arefollowing Lecture- Simulation/Pr
escorted and resources Discussion actical test
seated must be Demonstration with oral
according to provided: Role Play questioning
table Different
allocations order taking
4.2 Tables are systems
utilized Different
according to menu forms
the number
of party.
4.3 Guests are
seated
evenly
among
stations to
control the
traffic flow
of guests in
the dining
room.
4.4 Cloth
napkins are
opened for
the guests
when
applicable.
 4.5 Water is
served when
applicable,
according to
the
standards of
the
foodservice
facility.
5. Take food and 5.1 Guests Thearefollowing Lecture- Simulation/Pr
beverage orders presented resources Discussion actical test
with the must be Demonstration with oral
menu provided: Role Play questioning
according to Different
established order taking
standard systems
practice. Different
5.2 Orders are menu forms
taken
completely
in
accordance
with the
establishme
nt’s
standard
procedures.
5.3 Special
requests and
requirement
s are noted
accurately.
5.4 Orders are
repeated
back to the
guests to
confirm
items.
5.5 Tableware
and cutlery
appropriate
for the
menu
choices are
provided
and adjusted
in
accordance
with
 establishme
nt
procedures.
6. Liaise between 6.1 Orders are
The following Lecture- Simulation/Pr
kitchen and service placed and resources Discussion actical test
areas sent to the must be Demonstration with oral
kitchen provided: Role Play questioning
promptly. Different
6.2 Quality of order taking
food is systems
checked in Different
accordance menu forms
with
establishme
nt standards
6.3 Tableware
is checked
for chips,
marks,
cleanliness,
spills, and
drips
6.4 Plates
and/or trays
are carried
out safely.
6.5 Colleagues
are advised
promptly
regarding
readiness of
items for
service
6.6 Information
about
special
requests,
dietary or
cultural
requirement
s is relayed
accurately
to kitchen
where
appropriate.
6.7 Work
technology
are observed
according to
 establishme
nt standard
policy and
procedures

LO3 . Promote food and beverage products

MODULE DESCRIPTOR : This unit deals with the knowledge and skills required
in providing advice to customers on food and beverage
products in foodservice enterprises.

Summary of Learning Outcomes:

3.1 Know the product
3.2 Undertake Suggestive selling
3.3 Carry out Upselling strategies

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
Know the. Names andThe following Lecture-  Practical test
product pronunciatio resources Discussion  Oral
ns of dishes MUST be Role Play Questioning
in the menu provided:
are 4.1 Menu
mastered. 4.2 Order taking
1.2 Ingredients systems
of dishes are
memorized.
1.3 Sauces and
accompani
ments are
known by
heart.
1.4 Descriptions
of every
item in the
menu are
studied.
1.5
Common
food
allergens are
 mastered to
prevent
serious
health
consequenc
es.
Undertake 1 Information The following Lecture-  Practical test
Suggestive selling about the resources Discussion  Oral
food items MUST be Role Play Questioning
are provided provided:
in clear 4.3 Menu
explanations
4.4 Order taking
and systems
descriptions.
2.2 Items on
specials or
promos are
offered to
assist guests
with food
and
beverage
selections.
2.3 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.
2.4 Standard
food and
beverage
pairings are
recommend
ed.
2.5 Several
choices are
given to
provide
 more
options to
guests
2.6 Descriptive
words are
used while
explaining
the dishes to
make it
more
tempting
and
appetizing.
2.7
Suggestive
selling is
carried out
discreetly
Carry out 1 Slow moving The following Lecture-  Practical test
Upselling but highly resources Discussion  Oral
strategies profitable MUST be Role Play Questioning
items are provided:
suggested 4.5 to Menu
increase 4.6 Order taking
guest check. systems
3.2 Second
servings of
items
ordered are
offered.
3.3 Food portion
or size is
mentioned
for possible
adjustments
with the
orders.
3.4 New
items are
recommend
ed to regular
guests to
encourage
them to try
other items
in the menu.
 LO4. Provide food and beverage services to guests
MODULE DESCRIPTOR : This unit 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. This unit focuses on the procedures in the delivery of food and
beverages to the guest as well as on the knowledge and skills that underpins the efficient
work performance in assisting the dining guest during and after the meal service.

Summary of Learning Outcomes:

4.1 Serve food orders
4.2 Assist the diners
4.3 Perform banquet or catering food service
4.4 Serve beverage orders
4.5 Process payments and receipts
4.6 Conclude food service and close down dining area
4.7 Manage intoxicated persons

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
Serve food orders Food The following Lecture-  Written or
orders are resources Discussion oral
picked up MUST be AV/Film examination
promptly provided: viewing  Practical test
from service
4.1 Different Demonstration
areas. kinds of Role Play
Food tableware:
orders are dinnerware,
checked for glassware,
presentation flatware,
and hollowware
appropriate
4.2 Wines
garnish and (unopened
accompani bottles)
ments. 4.3 Bar tools (e.g.
Food Cork screw or
orders are wine opener)
served to Dining
the guests room/restaura
who ordered nt equipment
them. e.g Coffee
Food pots.
orders are dumbwaiter
served and (stand)
cleared with
 minimal
disturbance
to the other
guests and
in
accordance
to hygienic
requirement
s.
Food
orders are
served in
accordance
with the
enterprise
serving
style
standards.
Name of
the dish or
order is
mentioned
upon
serving the
guest.
Sequenc
e of service
and meal
delivery is
monitored
in
accordance
with
enterprise
procedures.

Assist the diners Additional The following Lecture-  Written or

requests or resources Discussion oral
needs of the MUST be AV/Film examination
guests are provided: viewing  Practical test
anticipated.
4.4 Different Demonstration
Additional kinds of Role Play
food and tableware:
beverage are dinnerware,
offered and glassware,
served at the flatware,
appropriate hollowware
times. 4.5 Wines
Necessary (unopened
 condiments bottles)
and 4.6 Bar tools (e.g.
appropriate Cork screw or
tableware wine opener)
are provided Dining
based on the room/restaura
food order. nt equipment
Delays or e.g Coffee
deficiencies pots.
in service dumbwaiter
are (stand)
recognized
and
followed up
promptly
based on
enterprise
policy.
The “3-
minute
check” is
conducted
to check
guest ‘s
satisfaction.
Children
and guests
with special
needs are
treated with
extra
attention
and care.

Perform banquet Serviceware The following Lecture-  Written or

or catering food are prepared resources Discussion oral
service and checked MUST be AV/Film examination
for provided: viewing  Practical test
completenes
4.7 Different Demonstration
s ahead of kinds of Role Play
time. tableware:
Tables and dinnerware,
chairs are glassware,
set up in flatware,
accordance hollowware
with the 4.8 Wines
event (unopened
requirement bottles)
s. 4.9 Bar tools (e.g.
 Food is Cork screw or
served wine opener)
according to Dining
general room/restaura
service nt equipment
principles. e.g Coffee
Food is pots.
handled dumbwaiter
based on (stand)
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.

Serve beverage Beverage

orders orders are
picked up
promptly
from the
bar.
6.10 Beverage
orders are
 checked for
presentation
and
appropriate
garnishes.
6.11 Beverages
are served at
appropriate
times during
meal.
6.12 Beverages
are served
efficiently
according to
established
standards of
service.
6.13 Beverages
are served at
the right
temperature.
6.14 For full
bottle wine
orders, wine
is opened
efficiently
with
minimal
disturbance
to the other
guests.
6.15 Wine
service is
carried out
in
accordance
with
establishme
nt
procedures.
Coffee
and/or tea
service is
carried out
in
accordance
with
establishme
nt
 procedure.
Process payments
1 Bills are
and receipts prepare and
processed
accurately
in
coordination
with
cashier.
5.2
Amount due
is verified
with
customer.
Cash and
non-cash
payments
are accepted
and receipts
are issued.
5.4 Change are
given as
required.
5.5 Required
documentat
ion is
completed
in
accordance
with
enterprise
policy.
Conclude food Soiled dishes
service and close are removed
down dining area when guests
are finished
with the
meal.
6.2 Food scraps
are handled
in
accordance
with
hygiene
regulations
and
enterprise
procedures.
6.3 Equipment
 are cleaned
and stored
in
accordance
with
hygiene
regulations
and
enterprise
procedures.
6.4 Tables are
cleared,
reset and
made ready
for the next
sitting when
guests are
finished
with the
meal.
6.5 Guests are
thanked and
given a
warm
farewell.
6.6 Electrical
equipment
are turned
off where
appropriate.

Manage 1 Levels The following Lecture-  Written or

intoxicated of resources Discussion oral
persons intoxication MUST be AV/Film examination
of provided: viewing  Practical test
customers4.10 Different Demonstration
are kinds of Role Play
determined tableware:
7.2 Difficult dinnerware,
situations glassware,
are referred flatware,
to an hollowware
appropriate
4.11 Wines
person (unopened
7.3 Appropriate bottles)
procedures4.12 Bar tools (e.g.
are applied Cork screw or
to the wine opener)
situation Dining
 and in room/restaura
accordance nt equipment
with e.g Coffee
enterprise pots.
policy dumbwaiter
7.4 (stand)
Legislative
requirement
s are applied

LO5. Provide room service

UNIT DESCRIPTOR : This unit deals with the knowledge and skills required
in the provision of food and beverage service particularly in the guest room of a commercial
accommodation establishment

Summary of Learning Outcomes:

5.1 Take and process room service orders
5.2 Set up trays and trolleys
5.3 Present and serve food and beverage orders to guests
5.4 Present room service account
5.5 Clear away room service equipment

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
Take and process room Teleph May include: Lecture-  Written or
service one call is Trays and Discussion Oral test
answered trolleys Demonstration  Practical test
promptly Toasters Role Play
and Tableware
courteously and
in appointments
accordance Warming
with equipment
customer Linen
service Printed
standards. materials
Guests’
name is
checked and
used
throughout
the
interaction
Details
of orders are
clarified,
repeated and
checked
with guests
 for accuracy
Sugges
tive selling
techniques
are used.
Guests
are advised
of
approximate
time of
delivery
Releva
nt
information
are recorded
and checked
in
accordance
with
establishme
nt policy
and
procedures
Room
service
orders
received
from
doorknob
dockets are
interpreted
accurately.
Orders are
promptly
transferred
and relayed
to
appropriate
location for
preparation.
Set up trays and Room May include: Lecture-  Written or
trolleys service Trays and Discussion Oral test
equipment trolleys Demonstration  Practical test
and Toasters Role Play
supplies are Tableware
prepared in and
accordance appointments
with 2.10 Warming
establishme equipment
 nt 2.11 Linen
procedures.
2.12 Printed
Proper materials
room
service
equipment
and supplies
are selected
and checked
for
cleanliness
and
condition.
Trays
and trolleys
are set up
keeping in
mind
balance,
safety and
attractivenes
s.
Room
service
trays or
trolleys are
set up
according to
the food and
beverage
ordered
Orders
are checked
before
leaving the
kitchen for
delivery.
Food items
are covered
during
transportatio
n to the
room.
3 Present and The May include: Lecture-  Written or
serve food and guest’s 2.13 Trays and Discussion Oral test
beverage orders to name is trolleys Demonstration  Practical test
guests verified on
2.14 Toasters Role Play
the bill 2.15 Tableware
before and
 announcing appointments
the staff’s
2.16 Warming
presence equipment
outside the
2.17 Linen
door. 2.18 Printed
Guests materials
are greeted
politely in
accordance
with the
with
establishme
nt’s service
procedures.
Guests
are asked
where they
want the
tray or
trolley
positioned.
Food orders
are
delivered on
the time
desired by
the guest.
Present room Guests’ May include: Lecture-  Written or
service account accounts2.19
are Trays and Discussion Oral test
checked for trolleys Demonstration  Practical test
accuracy2.20 Toasters Role Play
and 2.21 Tableware
presented in and
accordance appointments
with 2.22 Warming
establishme equipment
nt 2.23 Linen
procedures2.24 Printed
Cash materials
payments
are
acknowledg
ed and then
presented to
the cashier
for
processing
in
accordance
 with
establishme
nt
guidelines
For
charge
accounts,
guests are
asked to
sign the
bills.
Clear away room Proced Lecture-  Written or
service equipment ure to take Discussion Oral test
away the Demonstration  Practical test
tray or Role Play
trolley when
the guests
have
finished
their meal is
explained.
Floors
are checked
and cleared
in
accordance
with
establishme
nt policy
and
guidelines.
Dirty
trays are
cleared in
accordance
with the
establishme
nt’s
procedure.
Trays and
trolleys are
cleaned and
returned to
the room
service area.

Receive and handle guest concerns

MODULE DESCRIPTOR : This unit deals with the knowledge and skills required
in receiving and handling guest complaints.
Summary of Learning Outcomes:
6.1 Listen to the complaint
6.2 Apologize to the guest
6.3 Take proper action on the complaint

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
Listen to the The entire The following Lecture-  Practical Role
complaint story or resources Discussion play or Oral
issue of MUST be Role Play examination
concern is provided:
obtained Actual
from the documents or
guest records of
without guest
interruption. complaints
Details of Feedback
the guest forms
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.
Apologize to the Sincer
The following Lecture-  Practical Role
guest e apology is resources Discussion play or Oral
offered for MUST be Role Play examination
the provided:
disservice. Actual
Empat documents or
hy is shown records of
to the guest guest
to show complaints
genuine Feedback
concern and forms
consideratio
n.
 Excus
es or
blaming
others are
avoided.
Gratitude is
expressed to
the guest for
bringing the
matter up
for
attention.
Take proper action Appro
The following Lecture-  Practical Role
on the complaint priate resources Discussion play or Oral
action is MUST be Role Play examination
taken provided:
regarding Actual
guest’s documents or
concerns. records of
The guest
right person complaints
or Feedback
department forms
who can
solve the
problem is
informed for
proper
action.
Diffic
ult
situations or
serious
concerns are
elevated or
referred to
higher
authority.
Proble
m is
followed-up
to check
whether it
solved or
not.

Record complaint Compl

The following Lecture-  Practical Role
aints are resources Discussion play or Oral
documented MUST be Role Play examination
 according to provided:
the Actual
establishme documents or
nt standard records of
procedures. guest
Person complaints
s concerned Feedback
are forms
recognized
and actions
taken are
recorded.
4.10 Feedb
ack received
from guests
is logged
and collated