SESSION PLAN

Sector : TOURISM (HOTEL & RESTAURANT)

Qualification Title : FOOD & BEVERAGE SERVICES NC II
Unit of Competency : RECEIVE AND HANDLE GUEST CONCERN
Module Title : RECEIVING AND HANDLING GUEST CONCERN
Nominal Duration : 20 HOURS

Learning Outcomes: LO1. Listen to the complaint

LO2. Apologize to the guest
LO3. Take proper action on the complaint
LO4. Record compliant
A. INTRODUCTION
This unit covers the knowledge and skills required in Receiving and Handling Guest Concern.
B. LEARNING ACTIVITIES

LO1: Record compliant

Learning Methods Presentation Practice Feedback Resources Time
Content
Different types of Self-paced/ Read Information Answer Self- Compare answer CBLM, 2 hour
guest Individualized Sheet 6.1-1 on Check 6.1-1 on with Answer Key Internet,
Lecture /Discussion different types of different types of 6.1-1. Books
guest guest
Common guest Self-paced/ Read Information Answer Self- Compare answer CBLM, 1 hour
compliant Individualized Sheet 6.1-2 on Check 6.1-2 on with Answer Key Internet,
Lecture/Discussion common guest common guest 6.1-2 . Books
compliant compliant
 Demonstration Demonstrate to Perform Task Evaluate the CBLM, 2 hours
the trainees on Sheet 6.1-2 performance Internet,
what are Perform on using Books
common gues common guess Performance
compliant compliant Criteria
Checklist 6.1-2.
Acknowledge Self-paced/ Read Information Answer Self- Compare answer CBLM, 2 hour
guest compliant Individualized Sheet 6.1-3 in Check 6.1-3 on with Answer Key Internet,
Lecture/Discussion acknowledge acknowledge 6.1-3. guess
gues compliant gues compliant compliant
logbook,
Books.
LO2. Apologize to the guest
Apologizing to Self-paced/ Read Information Answer Self- Compare answer CBLM, 1 hour
guest Individualized Sheet 6.2-2 Check 6.2-2 with Answer Key Internet,
Lecture/Discussion Tableware apologizing to 6.2-2 apologizing Books
guest to guest
Demonstration Demonstrate to Perform Task Evaluate the CBLM, 2 hours
the trainees on Sheet 6.2-2 performance Internet
how to apologize apologizing using
sincerely sincerely for the Performance
disservice Criteria
Checklist 6.2-2

LO3. Take proper action on the complaint

Responding to Self-paced/ Read Information Answer Self- Compare answer CBLM
complaint Individualized Sheet 6.3-1 Check 6.3-1 with Answer Key 2 hour
Lecture. Responding to responding to 6.3-1
complaint compliant
Taking Self-paced/ Read Information Answer Self- Compare answer CBLM, 1 hour
appropriate Individualized Sheet 6.3-2 Check 6.3-2 with Answer Key Internet,
action on Lecture/Discussion Table Set up Table Set up 6.3-2 Table Set PowerPoint
compliant up presentation

Demonstrate Demonstrate to Perform Task Evaluate Writing 2 hours

the trainees on Sheet 6.3-2 performance material
how to take Taking using • Paper
appropriate appropriate performance • Pen
action on action on Criteria
compliant compliant Checklist 6.3-2.

LO4. Set the mood/ambiance of the dining area

Documenting Self-paced/ Read Information Answer Self- Compare answer CBLM, 1 hour
guest compliant Individualized Sheet 6.4-1 Check 6.4-1 with Answer Key Internet,
Lecture/Discussion documenting documenting 6.4-1 Books
guest compliant guest compliant
Feedback receive Self-paced/ Read Information Answer Self- Compare answer CBLM, 2 hour
from guest is Individualized Sheet 6.4-2 Check 6.4-2 Set with Answer Key Internet,
logged and Lecture/Discussion Feedback receive up the 6.4-2 Guest
collated from guest is Decorations, LogBooks
logged and Tables, and
collated Chair

Demonstration Demonstrate to Perform Task Evaluate Complain 2 hours

the trainees on Sheet 6.4-2 Take performance Record
how to Feedback proper action on using
receive from the complaint performance • Book
guest is logged Criteria • Pen
and collated Checklist 6.4-2.

ASSESSMENT PLAN
 Written test
 Demonstration with Oral Questioning

TEACHERS SELF REFLECTION OF THE SESSION

After accomplishing the session, The trainees have been able to acquire necessary knowledge, skills and attitudes needed in
receiving and handling guest concerns.
the trainees have been able to receive and handle guest complaints efficiently and effectively.