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Competency-Based Learning Material
Competency-Based Learning Material
MATERIAL
Sector : TOURISM (HOTEL AND RESTAURANT)
BASIC COMPETENCIES
CAN I…? YES NO
Franky N. Providential
Magdadaro College
Revision # 01
6.3 Take proper action on the complaint ?BEVERAGE FOOD AND Date
Developed: June 2018 Issued by:Document No.
Using Form No.1.4, convert the Training Gaps into a Training Needs/
Requirements. Refer to the CBC in identifying the Module Title or Unit of
Competency of the training needs identified.
Form No. 1.4: Training Needs
A. INTRODUCTION
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
.
B. LEARNING ACTIVITIES
LO 1: Take and process room service orders
Learning Content Methods Presentation Practice Feedback Resources Time
1. Answering Modular/Self-pace Read information Answer Self- Check the TR, CBLM
Telephonepromptly sheet 1.1.1 check 1.1.1 answer on
and courteously answer key
1.1.1
Demonstration Observe Performance Evaluate TR, CBLM
Checklists
1.3.1
2 . Proper greeting of Modular/Self-pace Read information Answer Self- Check the TR, CBLM
the guest sheet 1.3.2 check 1.3.2 answer on
answer key
1.3.2
Demonstration Observe Performance Evaluate TR, CBLM
demonstration Task Sheet performanc
about how to verify 1.3.2 e using the
the guest’s name Performanc
e Criteria
Checklists
1.3.2
3 . Techniques in Modular/Self-pace Read information Answer Self- Check the TR, CBLM
positioning the tray sheet 1.3.3 check 1.3.3 answer on
and trolley answer key
1.3.3
Checklists
Demonstration Observe Performance Evaluate TR, CBLM
1.2.5
demonstration Task Sheet
6 . Protecting the guest Modular/Self-pace Read information Answer Self- performanc
Check the TR, CBLM
order sheet 1.2.6 check 1.2.6 e usingonthe
answer
Performanc
answer key
e Criteria
1.2.6
Demonstration Observe Performance Evaluate TR, CBLM
demonstration Task Sheet performanc
about how to set- 1.2.6 e using the
up guest’s order Performanc
e Criteria
Checklists
1.2.6
LO 3: Present and serve food and beverage orders to guests
1 . Verifying the Modular/Self-pace Read information Answer Self- Check the TR, CBLM
guest’s name sheet 1.3.1 check 1.3.1 answer on
answer key
1.3.1
Checklists
TR, CBLM
1.3.3
Lecture Discuss the Performance Evaluate
4 . Delivering the food Modular/Self-pace Read information
checking of guest’s Answer Self-
Task Sheet Check the
performanc TR, CBLM
order sheet 1.3.3
account check
1.4.1 1.3.3 answer on
e using the
answer key
Performanc
1.3.3
e Criteria
Demonstration Observe Performance Checklists
Evaluate TR, CBLM
demonstration Task Sheet 1.4.1
performanc
2 . Processing the cash Modular/Self-pace aboutinformation
Read delivering 1.3.4 Self-
Answer eCheck
usingthe
the TR, CBLM
payment food order
sheet 1.4.2 check 1.4.2 Performanc
answer on
e Criteria
answer key
Checklists
1.4.2
1.3.4
Lecture Discuss the Performance Evaluate TR, CBLM
LO 4: Present room service account processing of cash Task Sheet performanc
payment 1.4.2 e using the
1 . Checking the Modular/Self-pace Read information Answer Self- Check the
Performanc
TR, CBLM
guest’s account sheet 1.4.1 check 1.4.1 answer on
e Criteria
answer key
Checklists
1.4.1
1.4.2
3 . Processing the Modular/Self-pace Read information Answer Self- Check the TR, CBLM
charge accounts sheet 1.4.3 check 1.4.3 answer on
answer key
1.4.3
References/Further Reading
Self Check
Information Sheet
Learning Experiences
Module
Module Content
Content
Module
List of Competencies
Cont nt
Module Content
Module Content
Front Page
In our efforts to standardize CBLM,
the above parts are recommended for
use in Competency Based Training
(CBT) in Technical Education and
Skills Development Authority (TESDA)
Technology Institutions. The next
sections will show you the
components and features of each part.
TRS512391
5. Provide room service
NOMINAL DURATION :
LEARNING OUTCOMES :
At the end of this module you MUST be able to:
1. Take and process room service orders
2. Set up trays and trolleys
Date Developed: Document No.
June 2018 Issued by:
FOOD AND Date Revised:
February 2012
BEVERAGE Developed by: First City Page 28 of 101
SERVICES NC II Franky N. Providential
Magdadaro College
Revision # 01
3. Present and serve food and beverage orders to guests
4. Present room service account
5. Clear away room service equipment
ASSESSMENT CRITERIA:
1. Telephone call is answered promptly and courteously in accordance
with customer service standards.
2. Guests’ name is checked and used throughout the interaction
3. Details of orders are clarified, repeated and checked with guests for
accuracy
4. Suggestive selling techniques are used.
5. Guests are advised of approximate time of delivery
6. Relevant information are recorded and checked in accordance with
establishment policy and procedures
7. Room service orders received from doorknob dockets are interpreted
accurately.
8. Orders are promptly transferred and relayed to appropriate location
for preparation.
9. Room service equipment and supplies are prepared in accordance
with establishment procedures.
10. Proper room service equipment and supplies are selected and checked
for cleanliness and condition.
11. Trays and trolleys are set up keeping in mind balance, safety and
attractiveness.
12. Room service trays or trolleys are set up according to the food and
beverage ordered
13. Orders are checked before leaving the kitchen for delivery.
14. Food items are covered during transportation to the room.
15. The guest’s name is verified on the bill before announcing the staff’s
presence outside the door.
16. Guests are greeted politely in accordance with the with
establishment’s service procedures.
17. Guests are asked where they want the tray or trolley positioned.
18. Food orders are delivered on the time desired by the guest.
19. Guests’ accounts are checked for accuracy and presented in
accordance with establishment procedures
1. Written test
2. Performance test
3. Interview/Questioning
Guests may have several options to place a room service order Intranet
within their room, completing a door knob menu or using the telephone. The
telephone is the most common method. The precise telephone procedure
used to take room service orders can vary from establishment to
establishment. This is because some establishments may operate a room
service department staffed by room service attendants at all times. In
establishments where the demand for room service is not very high, a
restaurant waiter may be required to take and process room service orders.
In cases where there is a room service department, the room service orders
may come via a telephone or in house intranet order, which may or may not
feature a room identification feature.
The room service order taker is responsible for taking inbound calls for
room service. He or she should knowledgeable on all the food items listed in
the menu book. He or she should also be familiar with service times and all
other food related services offered by the hotel. He or she should also be a
good suggestive seller as well. Courtesy is a must for an order taker for he or
she directly converses with guests over the telephone.
When answering this type of telephone the greeting could be
similar to the following:
• “Good morning, Room Service, Van speaking, may I have your room
number, please? Or
• “Good morning, thank you for calling room service, frank speaking,
how may I help you?”
In cases where waiters may take and process room service orders, waiters
may even deliver the order to the room. When answering a telephone that
is linked to the main restaurant operations, and not solely used for room
service orders, the waiter may use a type of greeting that is similar to one
of the following:
• “Good evening, Raffles Restaurant, Jackie speaking.” Or
• “Good morning, Turtle Restaurant, This Frank speaking, how may I
help you?”
1.
2.
3.
4.
Supplies/Materials :
Equipment :
Steps/Procedure:
1.
2.
3.
Assessment Method:
Demonstration w/ oral questioning
Portfolio
Supplies/Materials :
Equipment :
Steps/Procedure:
1.
2.
3.
4.
Assessment Method:
TABLE OF SPECIFICATION
# of
Objectives/Content
Knowledge Comprehension Application items/
area/Topics
% of test
Content 1
Content 2
Etc..
TOTAL
Test 2: aaaaaaaaaaa
TEST3: aaaaaaaaaaa
TEST 2:
1.
2.
3.
4.
5.
TEST 3:
1.
2.
3.
4.
5.
Qualification
Unit of Competency
Specific Instruction:
1.
2.
3.
DEMONSTRATION CHECKLIST
Candidate’s
Juan Dela Cruz name:
Assessment
Center :
Competency
Standards:
SHIELDED METAL ARC WELDING NC II
Unit of
WELD CARBON STEEL PLATES AND PIPES Competency:
Instructions for the assessor:
Candidate
signature:
Assessor
signature:
Revision # 01
The candidate’s underpinning Satisfactory Not
knowledge was: Satisfactory
February 2012
BEVERAGE Developed by: First City Page 57 of 101
SERVICES NC II Franky N. Providential
Magdadaro College
Revision # 01
Supervise
Work-Based
Learning
FORM 1.1 SELF-ASSESSMENT CHECK
Note: In making the Self-Check for your Qualification, all required competencies
should be specified. It is therefore required of a Trainer to be well- versed
of the CBC or TR of the program qualification he is teaching.
2.
3.
4.
List of Units /Gap List of LOs as activity Internship Industry List of equipments / Name Observation Date and
Supervis tools of Time
OJT Oral
or (name) compan
Questionig
DTS y
I.D.
Trainee’s No._______________
NAME: ___________________________________________________
QUALIFICATION: _________________________________________
TRAINER:
__________________________________________________
Instructions: This Trainees’ Record
Book (TRB) is intended to serve
__________________ ___________________
Trainee’s Signature
Trainer’s Signature Unit of
____________________ ______________________
NC Level I NC Level I
Learning Task/Activity Date Instructors Learning Tas
Outcome Required Accomplished Remarks Outcome R
NC Level I
Learning Task/Activity Date Instructors
Outcome Required Accomplished Remarks
______________________ ____________________
Name : Trainer :
Note: The trainee and the supervisor must have a copy of this form. The column
for rating maybe used either by giving a numerical rating or simply indicating
competent or not yet competent. For purposes of analysis, you may require
industry supervisors to give a numerical rating for the performance of your
trainees. Please take note however that in TESDA, we do not use numerical
ratings
PREPARATION Average
1. Workshop layout conforms
with the components of a CBT
workshop
2. Number of CBLM is sufficient
3. Objectives of every training
session is well explained
4. Expected activities/outputs
are clarified
General Average
Legend:
5 – Outstanding
4 – Very Good/ Very Satisfactory
3 – Good/Adequate
2 – Fair/ Satisfactory 1
– Poor/Unsatisfactory
NA – not applicable Item No.
Item
No. Questions Ratings
INSTITUTIONAL EVALUATION 1 2 3 4 5 NA
Has (your institution) conducted an orientation
about the SIT/OJT program, the requirements
and preparations needed and its expectations?
INSTRUCTIONS:
17 . Shows empathy
18 . Demonstrates self-control
Put
___________________________________________________________________________
comments/suggestions here
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
__________________________________________________
observations
(List down all
Facilities/Tools on the
(Specific Activities of progress of
and Equipment Name of
each Trainee for the needed for the Workstation 4 each trainee day here)
for the day
workstation and
activities here) will be written
here
ACHIEVEMENT CHART
QUALIFICATION TITLE
Date Developed: Document No.
June 2018 Issued by:
FOOD AND Date Revised:
February 2012
BEVERAGE Developed by: First City Page 80 of 101
SERVICES NC II Franky N. Providential
Magdadaro College
Revision # 01
Minutes of the Meeting
Focus Group Discussion
Date: ________________________
Agenda:
Competency-based Training Delivery
Present:
1. ____________
2. ____________
3. Utilization of work
area
4. Orientation
a. CBT
b. Roles
c. TR
d. CBLM
e. Facilities
f. Evaluation system
5. RPL
6. Teaching methods
and technique
7. Monitoring of
learning activities
a. Achievement
chart
b. Progress chart
8. Feedback
9. Slow learners
10. Other
concerns
1. CBT Layout
2. Monitoring of
Attendance
2. Executive summary
3. Rationale
4. Objectives
5. Methodology
7. Recommendation
Form #1
OPERATIONAL PROCEDURE
Equipment Type Welding machine
Date Developed: Document No.
July 2010 Issued by:
Date Revised:
QUALIFICATION February 2012
TITLE Developed by: SCHOOL NAME Page 81 of 101
Redilyn C. Agub
Revision # 01
Equipment Code WM-01 Location
Practical Work Area
Operation Procedure:
1. Inspect welding machine set -up. Be sure that the area is dry and no
spiltliquid nearby.
2. Check the stability of the equipment.
3. Check power cords and cables. Check connections.
4. Wipe dust and remove unnecessary objects that will obstruct the use
ofthe welding machine.
5. Turn on first the breaker machine and then turn on the welding.
6. Proper of Use of the welding machine. Avoid resetting the amperage
whilewelding.
7. After using, be sure that the welding rod holder has no welding rod.
8. Properly shut down the welding equipment.
9. Turn off the breaker.
10. Return the welding rod holder in proper place.
11. Clean your welding booth properly.
11. To protect the welding machine, cover it (if available).
Form #2
Date Revised:
February 2012
TITLE Developed by: SCHOOL NAME Page 87 of 101
Redilyn C. Agub
Revision # 01
QUALIFICATION
Date Developed: Document No.
July 2010 Issued by:
Date Revised:
QUALIFICATION February 2012
TITLE Developed by: SCHOOL NAME Page 81 of 101
Redilyn C. Agub
Revision # 01
4. Run the Trainees / Check
equipment for 5 warranty
Trainer
minutes and and after
observe for service
unusual noise assistance
or abnormal from
operation. dealer
Form #7
Form #8
Recycle - All waste materials that are recyclable will be repaired by the
technical people every Saturday.
Form #11
BREAK DOWN/REPAIR REPORT Property ID Number GRN-01
Form #12
WORK REQUEST
Form #13
SALVAGE REPORT
AREA / SECTION: Practical Work Area / Welding Laboratory
Purpose:
1. Additional stocks of ruler
2. Replenishment of used bond papers
3. Refill for used ink
Approved by:
Signature
Juan Dela Cruz
Printed Name
Purchasing Officer
Designation