Professional Documents
Culture Documents
Room Service CBLM
Room Service CBLM
Room Service CBLM
Sector : Tourism
La Fortuna College
Daan Sarile, Cabanatuan City
Plan
Training
Session
CORE COMPETENCIES
1. PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE
1.1 Take table reservations
1.2 Prepare service stations and equipment
1.3 Set-up the tables in the dining area
1.4. Set the mood/ambiance of the dining area
2. WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
2.1. Welcome and greet guests
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.
Means of
Current competencies Proof/Evidence
validating
CORE COMPETENCIES
1. PREPARE THE DINING Certificate of Evaluate the
ROOM/RESTAURANT AREA FOR employment authenticity and
SERVICE with job validity of
description. documents.
2. WELCOME GUESTS AND Certificate of Evaluate the
TAKE FOOD AND BEVERAGE employment authenticity and
ORDERS with job validity of
description. documents.
3.PROMOTE FOOD AND Demonstration Evaluate
BEVERAGE PRODUCTS performance using
performance
criteria checklist.
4.PROVIDE FOOD AND Demonstration Evaluate
BEVERAGE SERVICES TO performance using
GUESTS performance
criteria checklist.
5.PROVIDE ROOM SERVICE Certificate of Evaluate the
training authenticity and
validity of
documents.
6. RECEIVE AND HANDLE GUEST Demonstration Evaluate
CONCERNS performance using
performance
criteria checklist.
CORE COMPETENCIES
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.
A.INTRODUCTION
This module deals with the skills and knowledge required to provide room service in commercial accommodation
establishments. It covers taking and processing room service orders, setting up trays and trolleys, presenting room service
meals and beverages to guest, presenting room service accounts and clearing room service area. This role is generally
undertaken by food and beverage attendants in large establishments but may also involve front office personnel and
kitchen staff.
B. LEARNING ACTIVITIES
Group Discussion View the slide Answer self- Check Laptop 1/2
a. Doorknob using slide presentation on “ check 5.1-2 answers PC hrs.
dockets Presentation Doorknob Dockets” “How to using LCD
process the Answer Key projector
doorknob 5.1-2 Doorknob
dockets” dockets
Pen
Paper
As each of the above activity is completed, the student will document the action performed (in writing, on tape or in a
Trainee Record Book/Journal) for assessment purposes.
References/Further Reading
Self Check
Information Sheet
Learning Experiences
Module
Module Content
Content
Module
List of Competencies
Content
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.
List of Competencies
TRS5122391
5. Provide room service Providing room service
NOMINAL DURATION:
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
ASSESSMENT CRITERIA:
Contents:
Assessment Criteria
Conditions
1. WORKPLACE LOCATION
2. EQUIPMENT
• Table
• Chairs
• Telephone
3. TOOLS, ACCESSORIES AND SUPPLIESs
• Pen and paper
• Guidelines Instructions
4. TRAINING MATERIALS
• Learning Packages
Assessment Method:
Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 24 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
1. Demonstration
2. Interview
3. Portfolio
4. Written Test
Learning Experiences
Learning Outcome 1
LO TITLE: TAKE AND PROCESS ROOM SERVICE ORDERS
2. Take room service order through the telephone properly and effectively.
TRAYS
Varying sizes are used depending on the
volume of orders to be delivered.
TRAY TROLLEY
This trolley is commonly used in hospitals and
other areas where several trays of orders are to
be served simultaneously to several
individuals. It will save a lot of time if the foods
are in trays and trolleys as they can be served
all at one time.
BREAD BASKET
Used for serving bread during breakfast
PLATE COVER
A cover for food order as protection from dust
and other contamination
1. All items in the station are clean and in good condition- sanitized, wiped dry,
and free of spots or water marks.
2. Tables and chairs are in their proper position; not shaky or damaged.
3. There are no chipped or broken glasses. Wipe the rim and base; make
sure that hands do not leave finger marks on the glass.
4. There are no damaged china wares and cutleries. Wipe the rim of the
plates, mouth of the spoon, tines of the fork, and blades of knife and
make sure that all surfaces are dry.
5. Linen is fresh, clean and without spots or stains and not wrinkled.
6. Room service trays and trolleys must be also clean, dry and
functional.
Taking orders are usually made through the telephone and received
by a designated order taker. In answering and getting the guest’s order
through the phone, you should be courteous in answering telephone calls
because this gives a good impression to the establishment and the staff as
well and it shows that the calls are welcome.
Smiling before picking up the handset and while talking. This creates a
positive frame of mind that will be reflected in your voice.
Greeting and being courteous even if you perceive you are talking to a
person younger than you are.
Establishing a good rapport to the caller.
Ensuring that callers on hold are not left waiting.
Reminding the receiver that the caller is on hold.
Thanking the caller.
It is not enough to memorize the steps in answering telephone calls. It
is of equal importance to actually practice or perform the task.
Rationale/
Steps Procedure
Other Information
1. Lift the receiver on The mouthpiece Courteous greetings
the first ring, if should be at least ½ express with smiling
possible. inch from the mouth. voice will certainly
make a good
impression.
Identify Room Service
and greet the caller as
you say:
“Room Service, good __
This is ___ speaking.
May I help you?”
2.Take the order and Write down and clarify This is important to
write it down in an orders as you hear ensure that guest’s
order slip (triplicate them. Ask the number preferences and
copies) of orders and the requirements are
guest’s preferences followed in the
regarding the manner preparation. Thus,
(one copy of the order of preparation like complaints can be
slips goes to the salad dressing, etc. avoided.
kitchen, one for the
cashier and the last
one is for the waiter) For eggs - whether Get other serving
boiled poached, instructions like
scrambled, etc. additional butter, etc.
Preferred salad
dressing, French, If the item is out of
Vinaigrette or stock, Inform the
Thousand Islands. guest immediately and
suggest an appropriate
Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 30 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
substitute.
If the guest is
undecided, Suggest
menu specialties or
chefs daily specials.
B. Take the order and write it down in an order slip (triplicate copies)
(One copy of the order slips goes to the kitchen, one for the cashier and the
last one is for the waiter)
Write down and clarify orders as you hear them. Ask the number of
orders and the guest’s preferences regarding the manner of
preparation like salad dressing, etc.
This is important to ensure that guest’s preferences and requirements
are followed in the preparation. Thus, complaints can be avoided.
Be a good salesman. Make appropriate suggestions.
Offer the appropriate drinks or wine that best complement the meal.
If the item is out of stock, inform the guest immediately and suggest
an appropriate substitute.
3.Room service staff use guest’s name when speaking to them so that guest
feel that they are special and they are very much welcome.
Assessment Method:
Demonstration
Criteria YES NO
Direction: Write the True if the statement is correct and the word False if
the statement is incorrect. Use separate sheet of paper for answering.
1. True
2. True
3. False
4. True
5. True
6. False
7. True
8. False
9. True
10. True
Telephone
Supplies/Material/ Order Slip
Equipment: Menu Book
Ball pen
Steps/Procedure:
Assessment Method:
Demonstration
Criteria YES NO
Questioning
Portfolio
Written
The evidence must show that the trainee…
Promptly and courteously attended to
telephone calls in accordance with customer
service standards Guests’ name is checked
and used throughout the interaction.
Details of orders are clarified, repeated and
checked with guests for accuracy.*
Present room
service meals and 2 1 1 .5 4.5
beverages to (10%) (5%) (5%) (2.50%) (22.50%)
guests.
Present room 1 .5 1 .5 3
service accounts (5%) (2.50%) (5%) (2.50%) (15%)
7 4 6 3 20
TOTAL
(35%) (20%) (30%) (15%) (100%)
Knowledge 7 (35%)
Comprehension 4 (20%)
Application 6 (30%)
Synthesis 3(15%)
____________
Total item 20 (100%)
General Instruction:
Give all the necessary tools, materials and equipment, you are required or
must be able to take room service order through the telephone properly and
effectively within 1 hour.
Specific Instruction:
1. Prepare the tools and equipment (menu, telephone, pen, and notepad).
3. Present the room service order and mention what you order you receive.
4. Show your room service order to your trainer for evaluation and feedback.
Note: In the remarks section, remarks may include for repair, for
replenishment, for reproduction, for maintenance etc.
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.
Current
Proof/Evidence Means of validating
competencies
1. PREPARE THE Certificate of Evaluate the
DINING employment with job authenticity and validity
ROOM/RESTAURAN description. of documents.
T AREA FOR
SERVICE
2. WELCOME Certificate of Evaluate the
GUESTS AND TAKE employment with job authenticity and validity
FOOD AND description. of documents.
BEVERAGE
ORDERS
3.PROMOTE FOOD Demonstration Evaluate performance
AND BEVERAGE using performance
PRODUCTS criteria checklist.
4.PROVIDE FOOD Demonstration Evaluate performance
AND BEVERAGE using performance
SERVICES TO criteria checklist.
GUESTS
5.PROVIDE ROOM Certificate of training Evaluate the
SERVICE authenticity and validity
of documents.
6. RECEIVE AND Demonstration Evaluate performance
HANDLE GUEST using performance
CONCERNS criteria checklist.
Module
Gaps Title/Module of Duration (hours)
Instruction
Take and process Provide Room Service 32 hrs.
room service orders
Set up trolleys
Present and serve
food and beverage
orders to guests
Present room service
equipment
Clear away room
service equipment
Trainees’ Training Training Mode of Staff Facilities/ Venue Assessment Date and
Requirements Activity/Task Training Tools and Method Time
Equipment
Preparing the Taking table Demonstration Supervisor/ Logbook Practical Oral Sept.
dining/room reservation waiter/waitress work area questioning 5-6-7-8,
restaurant area Reservation 2016
forms/sheet Observation 8:00-
12:00noon
Card Performance
test
Computer
Preparing Service Demonstration Supervisor/ Food Practical Oral Sept.
station and waiter/waitress warmer work area questioning 5-6-7-8,
equipment 2016
Tableware Observation 8:00-
12:00noon
Ice buckets Performance
test
Coffee pots
Condiments
Sauce
battles
Silverware
Cutleries
Setting up the table Demonstration Supervisor/ Glassware Practical Oral Sept.
in the dining area waiter/waitress work area questioning 5-6-7-8,
Table Cloth 2016
Observation 1:00-
Napkin 3:00pm
(napkin Performance
Date Developed: Document No.
Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 57 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
folding) test
Table
skirting
Dining room
equipment
Decoration
Welcome guests and Setting the Demonstration Supervisor/ Lights and Practical Oral Sept.
take food beverages mood/ambiance of waiter/waitress sounds work area questioning 5-6-7-8,
orders the dining 2016
Table and Observation 3:00-
chair 5:00pm
Performance
Furniture test
Air
conditioning
Decoration
Seating the guest Demonstration Waiter/waitress Chair Practical Oral Sept. 9-10-
work area questioning 1112,
2016
Observation
1:00-
Date Developed: Document No.
Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 58 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
Performance 3:00pm
test
Taking food and Demonstration Waiter/waitress Menu card Practical Oral Sept.
beverage order work area questioning 9-10-11-
Order slip 12,
Observation 2016
Order
pad/pen Performance 1:00-
test 3:00noon
Serving the food Demonstration Supervisor/ Service tray Practical Oral Sept.
Provide food and orders waiter/waitress Plates work area questioning 13-14-15-
beverage service to 2016
guest Cutleries Observation
8:00-
Performance 9:00am
test
Provide room service Taking and Demonstration Supervisor/ Telephone Practical Oral Sept.
processing room waiter/waitress Order slip work area questioning 16-17-18-
service order Order 2016
pad/pen Observation
8:00-
Performance 10:00am
test
Receive and handle Listening to the Discussion Supervisor/ Notepad Practical Oral Sept.
guests concern complaint waiter/waitress pen work area questioning 19-20-21-
2016
Observation
8:00-
Performance 10:00am
test
TRAINING DURATION : 336 HOURS It is of great importance that the content should be
written legibly on ink. Avoid any corrections or erasures and
maintain the cleanliness of this record.
TRAINER: Ms. JUDY C. CRUZ This will be collected by your trainer and submit the
same to the Vocational Instruction Supervisor (VIS) and shall
form part of the permanent trainee’s document on file.
THANK YOU.
Hardworking_____________________________
Participative______________________________
Cooperative______________________________
Has successfully complete the training_____
Competent
4.Set the
4.Liase Liaising between September
the September 7 Competent
mood/ambianc
Setting between kitchen and 13, 2016
mood/ambianc kitchen and service areas
e of the dining
e of the dining service areas
area
area
____________________ ______________________
__________________ ___________________ Trainee’s Signature Trainer’s
Signature
Trainee’s Signature Trainer’s Signature
Competent
2.Undertake Undertaking September 2.Assist the Assisting the September16,
Competent
suggestive suggestive 15, 2016 diners diners 2016
selling selling
Competent
3.Perform Performing September17,
Carrying out September Competent banquet or 2016
3.Carry out banquet or
Upselling Upselling catering food
15, 2016 catering food
strategies strategies service
service
September18, Competent
_____________________ ______________________ Serving
4.Serve 2016
Trainee’s Signature Trainer’s Signature Beverage
Beverage
Orders
Orders
_____________________ ____________________
Trainee’s Signature Trainer’s Signature
Na Ms. Judy
: Gemma May Paragas Trainer :
me C. Cruz
Food and Beverage Nominal
Qualification : : 320 hours
Service NCII Duration
Units of Training Training Date Date Trainee’s Supervisor’
Rating
Competency Activity Duration Started Finished Initial s Initial
1. Preparing the Taking table 10 hours Sept. 4, Sept.7, Competent GMP MAC
dining reservation 2016 2016
room/restaura
nt area for
service
Preparing 20 hours Sept. 4, Sept. 7, Competent GMP MAC
service station 2016 2016
and equipment
Setting up the 20 hours Sept 4, Sept. 7, Competent GMP MAC
table in the 2.016 2016
dining area
Setting the 12 hours Sept. 4, Sept. 7, Competent GMP MAC
mood/ambianc 2016 2016
e of the dinning
62 hours
Total
Facilities/ Venue
Date &
Training Activity Trainee Tools and Remarks
(Workstatio Time
Equipment
n/ Area)
Prayer
Recap of Activities 8:00 AM
to 8:30
Unfreezing Activities All trainees AM
Feedback of Training
Rejoinder/Motivation
Preparing Plate
Ms. Cando
service station warmer
performed
and equipment Table ware
the task
C.Lyka Water Day 1-
with ease,
C. Raymark pitcher Learning 4
Mr. Castillo
C. Maricel Ice buckets Resource 1:00-
had a hard
C. Hubert Coffee pots Area 3:30
time
C. Michelle Condiments
preparing
Sauce
service
bottles
station
Setting up the C. Centeno Table ware Practical Day 1- All trainees
tables in the DC. Angelo Glassware Work 4 completed
dining area DC.JM Cloth Area) 3:30- the task on
DM. Jerico napkin(napk 5:00 time.
D. Christine in folding)
Table
skirting(style
s)
Dining room
Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 79 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
equipment
Tables
Setting the Lights and Learning
mood/ambianc sounds Resource
e of the dining A.Rendell Tables And Area/
Day 1- All trainees
area A.Michaela Chairs Demonstr
4 completed
B.Renalyn Furniture ation
3:30- the task on
B.John Air (Work
5:00 time.
B.Christian conditioning Area
Decoration
(theme)
Welcome guests and take food and beverage orders
Concluding Learning
food service C. Centeno Food scrap Resource
Day Trainees
and close down DC. Angelo Soiled dishes Area
8-12 completed
dining area DC.JM Table Demonstr
3:30- the task on
DM. Jerico Electrical ation
5:00 time
D. Christine equipment (Work
Area
Managing A.Rendell
Day
intoxicated A.Michaela
Legislative Practical 8-12
persons B.Renalyn
personnel work area 3:30-
B.John
5:00
B.Christian
Provide room service
Taking and C.Lyka
Telephone Day Trainees
processing C. Raymark
Order slip Computer 8-12 completed
room service C. Maricel
Order laboratory 3:30- the task
orders C. Hubert
pad/pen 5:00 on time
C. Michelle
Setting up C. Centeno Butler
Day Trainees
trays and DC. Angelo Condiments Learning
8-12 learned
trolleys DC.JM Cutlery Resource
3:30- the skill
DM. Jerico Glass ware Area
5:00 with ease
D. Christine
Presenting and A.Rendell Tray
serving food A.Michaela Day Trainees
Trolley
and beverage B.Renalyn Demonstr 8-12 learned
Toaster
orders to B.John ationArea 3:30- the skill
Warming
guests 5:00 with ease
B.Christian equipment
Presenting C.Lyka
Day Trainees
room service C. Raymark
Bill folder Practical 8-12 completed
accounts C. Maricel
receipt work area 3:30- the task
C. Hubert
5:00 on time
C. Michelle
C. Centeno
Clearing away DC. Angelo Learning
room service DC.JM Resource
Day Trainees
equipment DM. Jerico Area
8-12 learned
D. Christine Trolley Demonstr
3:30- the skill
ation
5:00 with ease
(Work
Area
Listening to A.Rendell
List the Practi Day 8- Trainees
the complaint A.Michaela
details of cal 12 completed
B.Renalyn
guest Work 3:30- the task on
B.John
complaint Area 5:00 time
B.Christian
Apologizing to Learni
the guests ng
C.Lyka Resour
Day 8- Trainees
C. Raymark ce Area
Empathy 12 learned the
C. Maricel Demon
gratitude 3:30- skill with
C. Hubert stratio
5:00 ease
C. Michelle n
(Work
Area
Taking proper C. Centeno Demon
Day 8- Trainees
action on the DC. Angelo stratio
Appropriate 12 completed
complaint DC.JM n
action 3:30- the task on
DM. Jerico Work
5:00 time
D. Christine Area
Recording Complaint
complaint A.Rendell documentatio Learni
Day 8- Trainees
A.Michaela n ng
12 learned the
B.Renalyn Feedback Resour
3:30- skill with
B.John forms ce Area
5:00 ease
B.Christian Proper
endorsement
d. The use of
CBLM was
demonstrate
d by the
trainer to the
trainees.
e. Different
facilities
were visited
by the
Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 85 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
trainees
guided by
the facilitator
while
explaining
each
function.
f. The
evaluation
system was
explained,
given the
rating scale
and on how
comments
were given.
Focused
group
discussion
was also
employed
during the
training.
0. RPL The RPL The trainer was able to
(Recognition of carried out the RPL of
Prior Learning) the trainees in a very
was completed by organized manner.
self-assessment This has to be sustained
evaluation check, to save time, resources
pre-test given, and effort.
certificates
collected, by
answering the
data gathering
tool and
identifying
training needs.
0. Teaching The teaching This should be kept up
methods methods and for the succeeding
Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 86 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
and techniques used trainings of the trainees
technique were appropriate of the same
in each learner. qualifications in different
Specifically the time.
role play and
simulation.
0. Monitoring a. Achievement The charts are requested
of chart was checked to be printed in a bigger
learning every after each material and more
activities session to note strategic area. This will
0. Achievemen the finish required enable everyone in the
t chart activities and training to track the
a. Progress output of each development of each
chart learner. trainee.
b. Progress chart
was periodically
checked, to reflect
the learning
outcome finished
by the trainees.
0. Feedback A dialogue A continuous feedback
between and should be provided by
among trainees the trainer to the
was conducted trainees immediately
during the after performing a
training. Positive certain activity.
and negative
feedback were
considered
essential during
the training.
2. Executive summary
3. Rationale
4. Objectives
5. Methodology
WORK REQUEST
SW
02
PHP 3,0000
1.DAMAGED x
2.DAMAGED LADDLE x
3.COFFE POT x
5.TRAYS x
Silverware
storage should
be designed to
present the
handle to the
employee or
costumer.
(Follow waste
segregation
system)
13. Clean, check Cabantuando
and maintain , Lyca Mae
room. Free of
dust, not dump.
14. Conduct Cabantuando
inventory , Lyca Mae
Turn off and pull the plug of a machine before cleaning and
assembling.
Dispose segregated waste; clean garbage cans
3. Maricel
.Check/clean Cando
the trolleys
• Free from
dust
6. Did you clear away all the grease, stain and dirt in the
stoves regularly?
Remarks:
Template #7
EQUIPMENT MAINTENANCE INSPECTION CHECKLIST
Equipment Type : Bussing trolley
Property Code/Number : 0001
Location : Demonstration Area
YES NO INSPECTION ITEMS
Did you check the wheels of a trolley weekly?
Remarks: