SESSION PLAN

SECTOR : Tourism (Hotel and Restaurant)

QUALIFICATION TITLE : Food and Beverage Service NC II
UNITS OF COMPETENCY : Receive and handle guest concerns
MODULE TITLE : Receiving and handle guest concerns
Learning Outcomes:

LO 1. Listen to the complaint

LO 2. Apologize to the guest
LO 3. Take proper action on the complaint
LO 4. Record complaint
INTRODUCTION:
This unit deals with the knowledge and skills required in receiving and handling guest complaints.

B. LEARNING ACTIVITIES:
LO 2: Apologize to the guest

Date Developed: Document No.

CBLMs Issued by:
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Trainers Methodology Level 1 Developed by: LITEC, INC.
Food and Beverage Services NC II
Maria Corazon B. Manuel
Learning Content Methods Presentation Practice Feedback Resources Time
1. Listened and ●Modular/self- ●Read ●Answer Self- ●Compare answer ●Information 1 hour and 30
obtained the entire study Information Sheet check # 2.2-1 with the Answer sheet #2.2-1 minutes
story or complaint # 2.2-1 on key # 2.2-1 ●self-check
Listened and #2.2-1
obtained the ●answer key
entire story or #2.2-1
complaint
2. Paraphrased the ●Modular/self- ●Read ●Answer Self- ●Compare answer ●Information 1 hour and 30
guest complaint study Information Sheet check # 2.2-2 with the Answer sheet #2.2-2 minutes
# 2.2-2 on key # 2.2-2 ●self-check
Paraphrased the #2.2-2
guest complaint ●answer key
#2.2-2
3. Showed empathy ●Modular/self- ●Read ●Answer Self- ●Compare answer ●Information 1 hour and 30
towards complaining study Information Sheet check # 2.2-3 with the Answer sheet #2.2-3 minutes
guest # 2.2-3 on key # 2.2-3 ●self-check
Showed empathy #2.2-3
towards ●answer key
complaining #2.2-3
guest
4. Took action on the ●Modular/self- ●Read ●Answer Self- ●Compare answer ●Information 1 hour and 30

Date Developed: Document No.

CBLMs Issued by:
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Trainers Methodology Level 1 Developed by: LITEC, INC.
Food and Beverage Services NC II
Maria Corazon B. Manuel
guest complaint study Information Sheet check # 2.2-4 with the Answer sheet #2.2-4 minutes
# 2.2-4 on Took key # 2.2-4 ●self-check
action on the #2.2-4
guest complaint ●answer key
#2.2-4
5. Recorded complaint ●Lecture ●Read ●Answer Self- ●Compare answer ●Information 6 hours
Information check # 2.2-5 on with the Answer sheet #2.2-5
Sheet # 2.2-5 on Recorded key # 2.2-5 on ●self-check
Recorded complaint Recorded #2.2-5
complaint complaint ●answer key
●Demonstration ●Perform Task ●Perform Task ●Evaluate own #2.2-5
Sheet # 2.2-5 on Sheet # 2.2-5 on performance using
Recorded Recorded performance
complaint complaint criteria checklist
on# 2.2-5 on
Recorded
complaint
6. General service ●Modular/self- ●Read ●Answer Self- ●Compare answer ●Information 1 hour and 30
principles/Standards of study Information Sheet check # 2.2-6 with the Answer sheet #2.2-6 minutes
service # 2.2-6 on service key # 2.2-6 ●self-check
General service #2.2-6
principles/Standa ●answer key

Date Developed: Document No.

CBLMs Issued by:
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Trainers Methodology Level 1 Developed by: LITEC, INC.
Food and Beverage Services NC II
Maria Corazon B. Manuel
 rds of service #2.2-6
7. Sequence of service ●Modular/self- ●Read ●Answer Self- ●Compare answer ●Information 1 hour and 30
study Information Sheet check # 2.2-7 with the Answer sheet #2.2-7 minutes
# 2.2-7 on key # 2.2-7 ●self-check
Sequence of #2.2-7
service ●answer key
#2.2-7
8. Handling guests with ●Modular/self- ●Read ●Answer Self- ●Compare answer ●Information 1 hour and 30
special needs study Information Sheet check # 2.2-8 with the Answer sheet #2.2-8 minutes
# 2.2-8 key # 2.2-8 ●self-check
#2.2-8
●answer key
#2.2-8
9. Dealing with difficult ●Modular/self- ●Read ●Answer Self- ●Compare answer ●Information 1 hour and 30
customer/clients study Information Sheet check # 2.2-9 with the Answer sheet #2.2- minutes
# 2.2-9 key # 2.2-9 ●self-check
#2.2-9
●answer key
#2.2-9
ASSESSMENT PLAN:
● Written Test
● Demonstration of practical skills

Date Developed: Document No.

CBLMs Issued by:
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Trainers Methodology Level 1 Developed by: LITEC, INC.
Food and Beverage Services NC II
Maria Corazon B. Manuel
D.TEACHER’S SELF-REFLECTION ON THE SESSION

Prepared by:

Maria Corazon B. Manuel

Trainer

Date Developed: Document No.

CBLMs Issued by:
On Page
Trainers Methodology Level 1 Developed by: LITEC, INC.
Food and Beverage Services NC II
Maria Corazon B. Manuel