Evidence Plan

Competency
standard: Food and Beverage Services NC II

Unit of competency:
Provide Room Service

Ways in which evidence will be collected:

[tick the column]

Demonstration
&Questioning
Written Test

Portfolio
The evidence must show that the trainee
can…
• Answers telephone call promptly and
courteously in accordance with customer √
service standards.*
• Checks and uses guest’s name throughout
√
the interaction.
• Clarifies, repeats and checks details of
√
orders with the guests for accuracy.*
• Uses suggestive selling techniques.*
√
• Advises guests of approximate time of
√
delivery.
• Records and checks relevant information
in accordance with establishment policy √
and procedures.*
• Takes room service orders properly*
• Interprets room service orders received
√ √
from doorknob dockets accurately.
• Transfers and relays orders promptly to
√ √
appropriate location for preparation.
• Prepares room service equipment and
supplies in accordance with √ √
establishment procedures.
• Selects and checks proper room service
equipment and supplies for cleanliness √ √
and condition.
• Sets up trays and trolleys keeping in
√
mind balance, safety and attractiveness.
• Sets up room service trays or trolleys √
 according to the food and beverage
ordered.
• Sets up a variety of room service meals
according to ordered food and beverage* √

• Checks orders before leaving the kitchen

√
for delivery.
• Covers food items during transportation
√
to the room.
• Delivers food orders on the time desired by
the guest. √

• Verifies the guest’s name on the bill before

announcing the staff’s presence outside √
the door.
• Greets guests politely in accordance with
the with establishment’s service √
procedures.
• Asks guests where they want the tray or
√
trolley positioned.
• Presents and serves room service orders*

• Renders fast and discrete service. √

• Checks and presents guests’ accounts for
accuracy in accordance with √ √
establishment procedures.
• Acknowledges and then present cash
payments are to the cashier for processing
√ √
in accordance with establishment
guidelines.
• Asks guests to sign the bills, for charge
√ √
accounts.
• Explains procedure to take away the tray
or trolley when the guests have finished
their meal. √

• Checks and clears floors in accordance

with establishment policy and guidelines. √
• Clears dirty trays in accordance with the √
establishment’s procedure.
• Cleans and returns trays and trolleys to √
the room service area.

NOTE: * Critical aspects of competency

 INSTRUCTION FOR DEMONSTRATION

Specific Instruction for the Candidate

FOOD AND BEVERAGE SERVICES NC II

Qualification

Unit of Competency PROVIDE ROOM SERVICE

General Instruction:

Given the necessary tools, materials and equipment, and a guest you are
required to present and serve food and beverage orders to guest within (30
min). (With guest/partner)

Specific Instruction:

1. Using the necessary tools, materials, equipment and facility

provided to you, you are required to provide room services in
accordance with the set performance criteria in the Evidence Plan.

2. Check the materials and equipment provided to you before starting

the demonstration.

3. The assessment shall be based on the Unit of Competency in the

Training Regulations. Evidences shall be gathered through
Demonstration and Oral Questioning.

4. At the end of the assessment, the assessor shall give you feedback
on the result of the assessment. The feedback shall indicate
whether you are:

Competent Not yet Competent

 Instruction for Demonstration

Specific Instruction for the Competency Assessor

Qualification FOOD AND BEVERAGE SERVICES NC II

Unit of Competency PROVIDE ROOM SERVICE

1. Prepare the following to perform the competency on Provide Room Service.
Work Area

- Fully equipped Guest Room

• Materials

- Refers to attached list

• Tools

- Refers to attached list

• Equipment

- Refers to attached list

2. Assessment is taken from the unit of competency from the

Training Regulations and the Evidence Plan

3. The demonstration with questioning will be undertaken in 2 hours.

Instruct the candidate that assessment will be undertaken while
tasks are being performed. Refer to the “Specific Instruction for the
Candidate” for the sequence of tasks and questions for the
candidate. Ask the candidate a representative selection from the oral
questions attached. Rate the candidate’s responses to the
questions.

4. The final assessment shall be your responsibility as the

accredited assessor.

5. At the end of the assessment, you shall provide the candidate a

feedback on the assessment results. The feedback shall indicate
whether the candidate is:

Competent Not yet Competent

DEMONSTRATION CHECKLIST
Student’s name:
Assessor name:
Competency
Assessment: PROVIDE ROOM SERVICE

Qualification: FOOD AND BEVERAGE SERVICES NC II

Date of assessment:
Time of assessment:
Instructions for demonstration
Given the necessary tools and materials; and with a partner (FB attendant & Guest) , the trainee
must be able to present a role play on how to provide room service to guests within (30) min:

Materials/Tools and Equipment

1. Glasswares 16. Trays & Trolleys
2. Dinner fork 17. Toasters
3. Dinner spoon 18. Warming equipment
4. Table cloth 19. Linen
5. Table napkin 20. Bill holder & Change tray
6. Dinner knife 21. Pen
7. Trays 22. Cork opener
8. Plates
9. Cutlery
10. Linen
11. Condiments
12. Flower Vase
13. Menu
14. Order Slip
15. China wares
OBSERVATION to show if evidence is demonstrated

During the demonstration of skills, did Yes No N/A

the student:
Check and use guest’s name throughout
  
the interaction.
Clarify, repeat and check details of
  
orders with the guests for accuracy.

Use suggestive selling techniques.   

Advise guests of approximate time of

  
delivery.
Record and check relevant information
in accordance with establishment policy
  
and procedures.
Interpret room service orders received
  
from doorknob dockets accurately.
Transfer and relaying orders promptly to
  
appropriate location for preparation.

Prepare room service equipment and

supplies in accordance with establishment
  
procedures.

Select and checking proper room service

equipment and supplies for cleanliness
  
and condition.

Setting up trays and trolleys keeping in

❑ ❑ ❑
mind balance, safety and attractiveness.
Set up room service trays or trolleys
according to the food and beverage
❑ ❑ ❑
ordered.
Check orders before leaving the kitchen for
❑ ❑ ❑
delivery.
Cover food items during transportation to
❑ ❑ ❑
the room.
Deliver food orders on the time desired by ❑ ❑ ❑
the guest.

Verify the guest’s name on the bill before

announcing the staff’s presence outside ❑ ❑ ❑
the door.

Greet guests politely in accordance with

the with establishment’s service ❑ ❑ ❑
procedures.

Ask guests where they want the tray or

❑ ❑ ❑
trolley positioned.

Render fast and discrete service. ❑ ❑ ❑

Check and present guests’ accounts for

accuracy in accordance with ❑ ❑ ❑
establishment procedures.
Acknowledge and then present cash
payments are to the cashier for
❑ ❑ ❑
processing in accordance with
establishment guidelines.

Ask guests to sign the bills, for charge

❑ ❑ ❑
accounts.

Explain procedure to take away the tray or

trolley when the guests have finished their
❑ ❑ ❑
meal.

Check and clear floors in accordance

with establishment policy and ❑ ❑ ❑
guidelines.

Clear dirty trays in accordance with the

❑ ❑ ❑
establishment’s procedure.
Clean and return trays and trolleys to the ❑ ❑ ❑
room service area.
The student’s demonstration was:
Satisfactory ❑ Not Satisfactory ❑

Trainees Signature Date

Trainer’s Signature Date

 QUESTIONING TOOL
Satisfactory
Questions to probe the candidate’s underpinning knowledge response
Extension/Reflection Questions Yes No
1. What are the things needed to be checked before proceeding
to the guest room? ❑ ❑

2. How many times the guest door to be knocked?

❑ ❑
3. What are the guest sequence in taking and serving meals?
❑ ❑
Safety Questions
4. To avoid accident, what is the proper way of serving food and ❑ ❑
beverages?

5. What is personal hygiene? Why it is important? ❑ ❑

6. What are the PPE of a waiter/ server? ❑ ❑

Contingency Questions
7. Upon knocking the door for room service, the guest did not ❑ ❑
answer, what will you do?

8. What action to be taken when there is a delay in service? ❑ ❑

9. You cannot please all the customers, if mistakes occur ❑ ❑
accidentally, what will you do?

Job Role/Environment Questions

10. As room attendant, how you will handle customer ❑ ❑
complaints?

11. How to entertain/ welcome customer?

❑ ❑
Rules and Regulations
12. As waiter/server, how to abide with the establishment house
❑ ❑
policies?

The candidate’s underpinning knowledge ❑ Not

❑ Satisfactory
was: Satisfactory

POSSIBLE ANSWERS FOR QUESTIONING TOOL

Answers to questions to probe the candidate’s underpinning Satisfactory

knowledge response
Extension/Reflection Questions Yes No
1. What are the things needed to be checked before proceeding
to the guest room?

➢ service ware, linens, table napkin/cloths, condiments,

❑ ❑
bread & butter, ordered foods and beverages, guest
check in check folder, cork screw, ice bucket ( if needed),
warming equipment

2. How many times the guest door to be knocked?

❑ ❑
➢ 3 times
3. What are the guest sequence in taking and serving meals?
a. Order taking through telephone door know docket, order
slip from the counter
b. Set up trays and trolleys
c. Present and serve food and beverage to guests
❑ ❑
d. Present room service account
e. Clear away room service equipment
f. Maintain readiness of room service area for service

Safety Questions
4. To avoid accident, what is the proper way of serving food and ❑ ❑
beverages?
➢ Use always a serving tray, and be observant and extra
careful in our actions.
5. What is personal hygiene? Why it is important? ❑ ❑
Personal hygiene is keeping oneself clean. It is important to
avoid contamination, food illness and customer complaints.

6. What are the PPE of a waiter/ server? ❑ ❑

➢ Close shoes, long sleeve, black pants(slacks), blazer

Contingency Questions
7. Upon knocking the door for room service, the guest did not ❑ ❑
answer, what will you do?
➢ Industry standard or policy regarding room service will be
followed.
8. What action to be taken when there is a delay in service? ❑ ❑
➢ Politely inform the guest about the delay and apologize,
set time for the delivery.
9. You cannot please all the customers, if mistakes occur
accidentally, what will you do?
➢ If I committed mistakes accidentally. Simply ask for a
sincere apology to the customer, then ask what
condition to be done in return of that mistake. Ex. By
giving a 50% discount of his/her payment.
Job Role/Environment Questions
10. As room attendant, how you will handle customer ❑ ❑
complaints?
a. Approach the complaining customer.
b. Listen attentively.
c. Get more details.
d. Be calm,
e. Be open-minded. Accept the facts of his complaints and
refrain from being defensive.
 f. Accept the customer’s feeling.
g. If service is faulty, apologize.
h. Settle sensitive matters in private.
i. Never pass the blame on another person.
j. Take appropriate actions immediately.
11. How to entertain/ welcome customer? ❑ ❑
➢ After serving the food, I would simply say
Sir/Ma’am do you need me to depending
on the necessity of needs to be address.
Rules and Regulations ❑ ❑
12. As waiter/server, how to abide with the establishment ❑ ❑
house policies?
➢ By following the standard operational procedures set by
the company/establishment
The candidate’s ❑ Satisfactory ❑ Not
underpinning knowledge Satisfactory
was:

TABLE OF SPECIFICATION
 # of
Objectives/Content Knowledge Comprehension Application items/
area/Topics (20%) (30%) (50%) % of
test

1. Room Service Meal

Delivery and Serving 4(1,3,8,9) 3 (7,6,10) 10(40%)

2. Tools & Equipment 10

3 (2,4,5)
(40%)

3. Procedures
2 (1,5) 2 1 5 (20%)

25
TOTAL 5 (10%) 8(15%) 12(25%)
(100%)
 PROVIDE ROOM SERVICE
CORE COMPETENCY – FOOD AND BEVERAGE SERVICES N II

Objective:
This institutional valuation tool package is designed to determine the knowledge, skills and attitude
obtained by the trainees who have completed the training program for the Core Competency Provide
Room Service of FBS NC II.

Item Specification:
The institutional evaluation for Provide Room Service, consists of multiple choice type written test
(indicate here the various type of tests covered in your written test)

Type of Test No. of Items

Multiple Choice 15
True or False 10
Total No. of Items 25

General Instructions:
1. Read the directions CAREFULLY.
2. DO NOT WRITE anything or TEAR this test questionnaire.
Write your answers on the answer sheet provided. Use
capital letter only.
3. Do not forget to write your name. STRICTLY NO ERASURE.
4. You have 45 minutes to answer the test. If there is a question
to be raised, it must be addressed directly at your facilitator.
5. If you finish answering the test earlier, REVIEW and PASS.

TEST QUESTIONS/WRITTEN TEST

1. The provision of food and beverage service in a guest’s room or other non
foodservice area.
a. Room service
b. Self service
c. Buffet service
d. French service
2. What other name is room service known as?
a. Fast dining
b. In room dinning or In suite dinning
c. Fine dining
d. Restaurant dining
3. Which other departments will room service interact with most frequently?
a. Housekeeping
b. Concierge/Porter
c. Security & Kitchen
d. all of the above
4. The following are the details you should check before taking the order of
guest except one.
a. guest room number
b. guest name
c. guest age
d. the number of gues
5. Door knob menus are frequently used for which meal?
a. Dinner
b. Breakfast
c. Lunch
d. Snack
6. The room service attendant should place the tray in accordance with
the , without showing any disapproving signs.
a. waiter’s request
b. guest’s request
c. cook’s request
d. none of the above
7. Room service food and beverages should be served with the level of
skill as food and beverage is served in the dining room and restaurant.
a. same level
b. different level
c. high level
d. low level
8. Do not stare at anything you see in the room-this includes people, items
and .
a. foods ordered
b. guest
c. paperwork
d. account
9. The following are the reasons why do hotels and resorts offer room
service except one.
a. to offer service to clients
b. to increase / maintain reputation,
c. to provide privacy for clients and clients
d. all of the above
10. Why you should maintain balance in carrying trays?
a. to avoid dropping the tray
b. to preserve the foods
c. to keep safe route
d. a & c
11. Waiting skills includes
a. tray carrying
b. cooking
c. wine and beverage skills.
d. none of the above
12. In knocking the door, you use the .
a. knuckles
b. spoon
c. key
d. tray
13. After knocking the door and the guest opened it, do u need to ask
permission to enter?
a. no, can enter anytime
b. yes, guest may not want you to enter for some reasons
c. yes, considering the guest privacy
d. b & c
14. For safety, advise the guest of any potential hazards such as,
a. what is hot
b. what is sharp,
c. what may be heavy and where heating elements
d. none of the above
15. After checking that everything is to the guest’s satisfaction, wish the
guest like saying,
a. Good evening
b. have a nice day
c. bon appétit
d. all of the above
16. Room compendium is a soft or hardcopy or folder containing Hotel
information about features and services and includes a full Room
service menu.
17. Transport separately, hot food in the hot box and the garnish in a
cold section and add the garnish on delivery.
18. Room service staff will not require some basic cooking knowledge,
when presenting the room service order to the guest.
19. Staff need to ask guests to sign their account to verify the recipient
is the registered guest and to verify the guest accepts delivery.
20. When requested the room service attendant may also open and
serve the wine or champagne to the guest.
21. Room Service staff never to enter a room fully unless they have
been granted permission, or until they are sure they will not be
interrupting or disturbing anyone.
22. Room service staff should be serving beverages with different level
of skill as beverage is served in the Bar or restaurant.
23. Once the order has been taken from the customer, you may not
clarify the details of the order.
24. When talking with the customer, Room Service staff may need to
advise and to assist the customer in making their selection by
suggesting or explaining menu items.
25. As dishes are repositioned or have their covers removed, it is
standard practice to announce them with some dishes, simply stating
their name may be sufficient.
I.

1. a
2. b
3. d
4. c
5. b
6. b
7. a
8. c
9. d
10. d
11. d
12. a
13. d
14. d
15. d

II. 1.TRUE
2. TRUE
3. FALSE
4. TRUE
5. TRUE
6. TRUE
7. FALSE
8. FALSE
9. TRUE
10. TRUE