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CURRICULUMPOLO On-site Training for OFWs Food and Beverage Service NC IITechnical Education and Skills Development Authority (TESDA)East Service Road, South Luzon Expressway, Taguig City, Metro Manila, PhilippinesCURRICULUM DESIGN FORFOOD AND BEVERAGE SERVICES NC II (TRSFBS213)FOOD AND BEVERAGE SERVICES NC IIThe FOOD AND BEVERAGE SERVICES NC II consists of competencies that a person must achieve to provide food and beverage service to guests in various food and beverage service facilities. The Units of Competency comprising this qualification includes the following:TRS512387Prepare the dining room/restaurant area for serviceTRS512388Welcome guests and take food and beverage orders TRS512389Promote food and beverage productsTRS512390Provide food and beverage services to guestsTRS512391Provide room serviceTRS512392Receive and handle guest concernsA person who has achieved this Qualification is competent to be:Waiter Food and Beverage Service AttendantENHANCED COURSE DESIGNEnhanced Course Outlinebased on TESDA Training Regulations for Food and Beverage Service NC II*NOMINAL DURATIONSuggestedTraining MethodsCERTIFICATION1. Prepare the dining room/ restaurant area for serviceTake table reservationPrepare service stations and equipmentSet-up tables in the dining areaSet the mood/ambiance of the dining area64Lecture-DiscussionDemonstrationRole-PlayAudio-visual presentationsVisual aids (photos, drawings)Food and Beverage Service NC II(TRSFBS213)Prepare the dining room/restaurant area for service (TRS512387)Welcome guests and take food and beverage orders (TRS51238)Promote food and beverage products ((TRS51239)Provide food and beverage services to guests (TRS51240)2. Welcome guests and take food and beverage ordersWelcome and greet guestsSeat the guestTake food and beverage ordersLiaise between kitchen and service32Lecture-DiscussionDemonstrationRole-Play3. Promote food and beverage productsKnow the productUndertake suggestive sellingCarry out upselling strategies32Lecture-DiscussionRole-PlayProvide room service Receive and handle guest concerns4. Provide food and beverage services to guestsServe food orders Assist the dinersPerform banquet or catering food serviceServe beverage orders Process payments and receipts Conclude food service and close down dining areaManage intoxicated person144Lecture-DiscussionAV/Film viewingDemonstrationRole-PlayProvide room serviceTake and process room service ordersSet up trays and trolleysPresent and serve food and beverage orders to guests Present room service accountClear away room service equipment32Lecture-DiscussionDemonstrationRole-PlayReceive and handle guest concernsListen to the complaint Apologize to the guest Take proper action on the complaintRecord complaint16Lecture-DiscussionRole-Play* Nominal Duration: is the suggested duration of the training which approximates the time that an average learner can acquire the competency.TRAINING DELIVERY The delivery of training should adhere to the design of the curriculum. Delivery should be guided by the principles of competency-based training. Course outline is based on competency standards/training regulations; Training delivery is learner-centered and should accommodate individualized and self-paced learning strategies;Training can be done on an actual workplace setting or on a simulated workplace; Assessment is based in the collection of evidence of the performance of work;Assessment of competency takes the trainee’s knowledge and attitude into account but requires evidence of actual performance of the competency as the primary source of evidence;Training program allows for recognition of prior learning (RPL) or current competencies; andTraining completion is based on satisfactory performance of all specified competencies indicated in the progress chart. TRAINEE ENTRY REQUIREMENTSTrainees or students should possess the following requirements:? Can communicate in Basic English either oral or written;? Can perform basic mathematical computationRECOMMENDED LIST OF TOOLS, SUPPLIES AND MATERIALS FOR TEN (10) TRAINEES QuantityUnitDescriptionGLASSWARE2pcsWater goblets4pcshigh ball/Collin glasses4pcsred and white wine glasses1pcsparkling wines2pcschampagne glasses1pcsdouble lever cork screwDINING ROOM FURNITURE’S1unitService Station1pcSquare Tabe4pcsDining room chairsLINENS2pcsSquare table cloth2pcsService napkin (12” x 12”) / Hand towelsCleaning cloth (good morning towels2pcstop clothDINNER WARE1pcCover / show plate (12” in diameter)2pcsBread and butter plate (6” in diameter)2pcssoup plate with w/salad plates, fish plates and dinner platesSILVERWARE4pcsDinner knives4pcsDinner forks4pcsBread and butter knives4pcsfish fork4pcsFish Knives4pcsSoup spoon4pcsTeaspoon4pcsDessert spoonOTHER MISE-EN-PLACE1pcBar tray1pcService tray1pcStainless pitcher1pcFlower vase1pcSalt and pepper shakerTRAINING FACILITIESBased on a class intake of 25 students/trainees. It may vary depending on the number of students/traineeSpace RequirementSize in MetersArea in Sq. MetersTotal Area in Sq. MetersStudent/Trainee Working Space1 x 1 m.1 sq. m.25 sq. mLecture/Demo Room(8 x 5 m.)x2(40sq.m.)x2(40 sq. m).x2Laboratory8 x 5 m.40 sq. m.40 sq. m.Learning Resource Center3 x 5 m.15 sq. m.15 sq. m.Facilities/Equipment/ Circulation Area36 sq. m.Total workshop area:156 sq. m. +40sq.m.TRAINER’S QUALIFICATIONS Trainers shall be required to be certified to the National Certificate for which qualification they will train. TESDA shall provide an online training on Plan Training Session and Facilitate Learning Sessions to the potential trainers.? Minimum requirements:??Holder of a National Certificate in the Qualification s/he will teach; and??Has completed the following units of Trainer’s Methodology Level I:Plan Training Sessions;???Identifying learner’s training requirements??Prepare session plan??Prepare instructional materials??Prepare assessment instruments (Institutional)??Organize learning and teaching resources; and??Facilitate Learning Sessions???Prepare training facilities /resources??Conduct pre-assessment??Facilitate training session???Conduct competency assessment??Review delivery of training session?? MEASUREMENT OF ACHIEVEMENT OF COMPETENCY Practical demonstration with oral questioningRECOMMENDATIONS FOR ASSESSMENT AND CERTIFICATIONPrior to competency assessment for Food and Beverage Service NC II, please accomplish the Self-Assessment Guide (SAG) to determine readiness for assessmentSubmit accomplished SAG to POLO staff in- charge for adviceCOMPETENCY-BASED CURRICULUMFOOD AND BEVERAGE SERVICE NC IITRS512387Prepare the dining room/restaurant area for serviceTRS512388Welcome guests and take food and beverage orders TRS512389Promote food and beverage productsTRS512390Provide food and beverage services to guestsTRS512391Provide room serviceTRS512392Receive and handle guest concernsUNIT OF COMPETENCY : PREPARE THE DINING ROOM/RESTAURANT FOR SERVICE UNIT CODE: TRS512387MODULE TITLE:PREPARING THE DINING ROOM/RESTAURANT FOR SERVICEMODULE DESCRIPTION:This module covers the knowledge and skills required in the preparation of the dining room /restaurant area before the start of the service operations. It involves opening duties or the dining room mise-en-place prior to service.NOMINAL DURATION:62 hoursSUMMARY OF LEARNING OUTCOMES: At the completion of the module the trainees/students should be able to:LO1Take table reservationsLO2Prepare service station and equipmentLO3Set up tables in the dining areaLO4Set the mood/ambiance of the dining area LO1.TAKE TABLE RESERVATIONSASSESSMENT CRITERIA:Inquiries are answered based on food enterprise’s standards.Pertinent questions are asked to complete the details of the reservations.Reservations data are recorded based on enterprise standards.Details of the reservations are confirmed with the party making the reservation.Additional information about the foodservice enterprise is provided CONTENTS:Dealing with clients How to take table reservationsTelephoneInternet (web site, email)Walk-inTelephone CourtesyRecording of reservations and communicating information to people concernedDaily menuMETHODOLOGIES:Lecture-discussionDemonstrationRole playASSESSMENT METHODS: Simulation / practical testOral questioningWritten examlo2.Prepare service stationS and equipmentASSESSMENT CRITERIA:Supplies are made available at service or waiter’s stations.Tableware and dining room equipment are cleaned according to food enterprise standards.Tent cards and similar special displays are put up for promotion as per marketing requirements.Cleanliness of tables, tableware and dining room equipment are checked as per food enterprise standards.Water pitchers and ice buckets are filled as per service requirements.Electrical appliances in the dining area are turned on and kept ready.Condiments and sauce bottles are refilled and the necks and tops of the bottles are wiped clean and dry.CONTENTS:Station mise-en-placeCleaning procedure of tablewareCleaning of dining room equipmentOpening duties of foodservice staffMETHODOLOGIES:Lecture-discussionDemonstration with return demoASSESSMENT METHODS:Simulation / practical testOral questioningWritten examLO3.SET UP THE TABLES IN THE DINING AREAASSESSMENT CRITERIA:Table cloths are laid according to food enterprise standards.Tables are set according to cover and predetermined menu. Tableware and glassware are cleaned and set up according to food enterprise standards.Cloth napkins are folded according to napkin folding style.Buffet or display tables are skirted in accordance to standard table set up.Tables are set up according to event and functions requirements.CONTENTS:Tableware identificationDinnerwareFlatware/SilverwareBeverageware/GlasswareHollowareClothing tablesSetting the table (General principles in laying covers)Types of table Napkin folding styles How to set up banquets (including skirting)METHODOLOGIES:Lecture-discussionDemonstration with return demoFilm showingVisual aids like photos, lay outs, floor plans and drawingsASSESSMENT METHODS:Simulation / practical testOral questioningWritten examLO4.Set the mood/ambiance of the dining areaASSESSMENT CRITERIA:Lights are adjusted according to diners’ preference.Tables, chairs and other dining room furniture are arranged to ensure comfort and convenience of the guests.Music is played according to event requirements.Floors/carpets are cleaned according to food enterprise standards. Air-condition or cooling units are adjusted for guests’ comfort. Decorations are set-up according to theme or events.CONTENTS:Elements of setting the ambiance of the dining areaDining procedures in setting the mood and ambiance of the dining areaLighting adjustmentOperating audio visual equipmentCleaning procedures on floors/carpetTemperature setting Music vs eventsDecorations vs eventsMETHODOLOGY:Lecture-discussionDemonstration with return demoFilm showingVisual aids like photos, lay outs, floor plans and drawingsASSESSMENT METHODS:Written or oral testSimulation/practical testOral questioningUNIT OF COMPETENCY : WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS UNIT CODE:TRS512388MODULE TITLE:WELCOMING GUESTS AND TAKING FOOD AND BEVERAGE ORDERSMODULE DESCRIPTION:This module deals with the knowledge and skills required in providing pre-meal services to the dining guests as soon as they arrive in the foodservice facility. It covers the dining room or restaurant service procedures before the food and beverage orders are served.NOMINAL DURATION:24 hoursSUMMARY OF LEARNING OUTCOMES: At the completion of the module the trainees/students should be able to:LO 1Welcome and greet guestsLO 2Seat the guestsLO 3Take food and beverage ordersLO 4Liaise between kitchen and dining areaLO1.WELCOME AND GREET GUESTSASSESSMENT CRITERIA:Guests are greeted according to enterprise welcome procedures. Details of reservations are checked based on enterprise standard policy.CONTENTS:Welcoming and greeting proceduresCommunication skillsMETHODOLOGIES:Lecture-discussionDemonstration with return demoFilm showingVisual aids like photos, lay outs, floor plans and drawingsASSESSMENT METHODS: Oral questioningSimulationPractical test with oral questioningLO2.SEAT THE GUESTSASSESSMENT CRITERIA:Guests are escorted and seated according to table assignment.Tables are utilized according to number of guests’.Guests are seated evenly to control the traffic flow in the dining area.Cloth napkins are opened according to procedure requirements.Water is served according to the standards of the foodservice facility. CONTENTS:How to seat guestsWhere to seat guests (controlling traffic flow of guests)Opening napkins for guestsProcedure in serving waterMETHODOLOGIES:Lecture-discussionDemonstration with return demoFilm showingVisual aids like photos, lay outs, floor plans and drawingsASSESSMENT METHODS: Oral questioningSimulationPractical test with oral questioningLO3.TAKE FOOD AND BEVERAGE ORDERSASSESSMENT CRITERIA:Menu is presented to guest according to enterprise standard rmation about house specials is provided in clear explanations and descriptions.Orders are taken in accordance with the enterprise standard procedures.Orders are repeated back to the guests to confirm items.Recommendations and suggestions are made to assist customers with drink and meal selections.Customer questions on menu items are answered according to established standard practice.Special requests and requirements are noted accurately.Tableware and cutlery for the menu choices are adjusted in accordance with enterprise procedures.CONTENTS:Types of MenuMenu FamiliarizationPresenting the menuTaking food and beverage ordersSuggestive sellingProviding advice on foodProviding advice on wineMETHODOLOGIES:Lecture-discussionDemonstrationRole playASSESSMENT METHODS: Simulation/practical test with oral questioningOral or written testLO4. LIAISE BETWEEN THE KITCHEN AND THE DINING AREAASSESSMENT CRITERIAOrders are placed and sent to the kitchen in accordance with enterprise procedure.Quality of food is checked in accordance with enterprise standards.Tableware is checked for chips, marks, cleanliness, spills, and drips.Plates and/or trays are carried out safely.Readiness of items for service in accordance with enterprise procedure.Special requests, dietary or cultural requirements are relayed as to guests’ preference.Work technologies are observed according to enterprise standard policy and procedures.CONTENTS:Liaising between the kitchen and the dining area(Interdepartmental communication)TeamworkTypes of food establishment work technology METHODOLOGIES:Lecture-discussionDemonstrationRole playASSESSMENT METHODS: Simulation/practical test with oral questioningOral or written testUNIT OF COMPETENCY : PROVIDE Food and Beverage SERVICE TO GUESTUNIT CODE:TRS512390MODULE TITLE:Providing food and beverage serviceMODULE DESCRIPTION:This module deals with the knowledge and skills required in the provision of food and beverage service to guests in various types of dining venues and diverse styles of service. NOMINAL DURATION:148 hoursSUMMARY OF LEARNING OUTCOMES:At the completion of the module the trainees/students should be able to:LO1Serve food ordersLO2Assist the dinersLO3Perform banquet or catering food serviceLO4Serve beverage ordersLO5Conclude food service and close down dining areaLO1.serve food ordersASSESSMENT CRITERIA:Food orders are picked up and checked according to enterprise standard.Foods are served according to table assignment in accordance with enterprise standards and hygiene requirements.Food orders are served according to diners’ preferred serving styles.Dish is described to the guest(s) according to its components and nutritive value.Sequence of service and meal delivery is monitored in accordance with enterprise procedures.CONTENTS: Sequence of ServiceTypes of TablewareFoodservice StylesMenu Components Nutritional ValueFood Service ProceduresServing TechniquesFood Safety PrinciplesMETHODOLOGIES:Lecture-discussionAV presentation/film viewingDemonstrationRole playASSESSMENT METHODS: Simulation/practical test with oral questioningOral or written testLO2.ASSIST THE DINERSASSESSMENT CRITERIA:Additional food and beverage are offered and served according to order.Condiments and tableware are provided based on the food order.Delays in service are followed up based on enterprise policy.Water, bread, and butter are replenished according to food enterprise policy.Attention and care are given to diner(s) with special needs.CONTENTS:Assisting the Guests During MealsServing Diners with Special NeedsCondiments TablewareComplimentary FoodsGuests With Special Needs METHODOLOGIES:Lecture-discussionAV presentation/film viewingDemonstrationRole playASSESSMENT METHODS: Simulation/practical test with oral questioningOral or written testLO3.PERFORM BANQUET OR CATERING FOOD SERVICEASSESSMENT CRITERIA:Banquet service ware are prepared and checked according to food enterprise policy.Tables and chairs are set up as per instructions of the Banquet Captain or as per event order form.Table linens are laid out in accordance with food enterprise procedures.Food is handled and served according to food enterprise policy.Coordinated service of meal courses is ensured according to food enterprise policy.Assigned areas are kept clean in accordance with food enterprise standards.Tables are cleared according to food enterprise procedures.Dishes are stacked for dishwashing according to food enterprise procedures.Banquet and catering food service is documented according to food enterprise procedures.CONTENTS:Banquet Function/On or Off Premise CateringDuties and Responsibilities Of Banquet Service StaffBanquet Event OrderFood SafetyFood Enterprise Standards, Procedures and PoliciesMETHODOLOGIES:Lecture-discussionAV presentation/film viewingDemonstrationRole playASSESSMENT METHODS: Simulation/practical test with oral questioningOral or written test LO4.SERVE BEVERAGE ordersASSESSMENT CRITERIA:Beverage orders are picked up using standard service tray.Beverage orders are checked for presentation and appropriate garnishes.Beverage garnishes are checked in accordance with food enterprise standards.Beverages are served according to enterprise standards of service.Beverages are served at the right temperature.Wine is opened according to food enterprise procedures.Wine service is carried out in accordance with food enterprise procedures.Beverages are served with accompaniments following food enterprise standards.CONTENTS:Types of beverage/glassware (review)Beverage serviceGarnishes for BeveragesWine Service How to open wine bottlesMETHODOLOGIES:Lecture-discussionDemonstrationAudio visual presentation/film viewingRole playASSESSMENT METHODS:Simulation/practical test with oral questioningOral or written testLO5. CONCLUDE FOOD SERVICE AND CLOSE DOWN DINING AREAASSESSMENT CRITERIA:Soiled dishes are removed according to enterprise standards of service. Billings are presented to the diners according to food enterprise billing procedure. Payment is acknowledged as soon as it is received.Tables are cleared and reset according to food enterprise procedure.Closing down activities is performed according to food enterprise procedure. CONTENTS:Clearing the TableRe-setting the TablePresenting the BillBidding the Diner Good byeMETHODOLOGIES:Lecture-discussionDemonstrationAudio visual presentation/film viewingRole playASSESSMENT METHODS:Simulation/practical test with oral questioningOral or written testUNIT OF COMPETENCY: PROVIDE ROOM SERVICEUNITCODE:TRS512391MODULE TITLE:PROVIDING ROOM SERVICEMODULE DESCRIPTOR:This module deals with the knowledge and skills required in the provision of food and beverage service particularly in the guest room of a commercial accommodation enterprise. NOMINAL DURATION:32 hoursSUMMARY OF LEARNING OUTCOMES:Upon completion of this module, the trainee/ student must be able to:LO1.Take and process room service ordersLO2Set-up trays and trolleysLO3Present and serve food and beverage orders to guestsLO4Present room service accountLO5Clear away room service equipmentLO1.TAKE AND PROCESS ROOM SERVICE ORDERSASSESSMENT CRITERIA:Telephone call is answered in accordance with customer service standards.Guest’s name is checked according to enterprise standards.Details of order are clarified, repeated, checked and recorded according to enterprise procedures.Suggestive selling techniques are used according to enterprise standard.Guests are advised of approximate time of delivery.Doorknob dockets are interpreted in accordance to enterprise standards.Orders are relayed for preparation following food enterprise procedure.CONTENT:Taking Room Service OrdersTelephoneDoorknob DocketsSuggestive Selling TechniquesMETHODOLOGIES:Lecture-discussionDemonstrationRole playASSESSMENT METHODS:Simulation/practical test with oral questioningOral or written testLO2.SET-UP TRAYS AND TROLLEYSASSESSMENT CRITERIA:Room service equipment and supplies are prepared in accordance with enterprise procedures.Room service equipment and supplies are selected and checked for cleanliness and condition.Trays and trolleys are set up according to food enterprise standard.Room service trays or trolleys are set up according to the food and beverage ordered.Orders are checked before leaving the kitchen for delivery. Food items are covered during transportation to the room.Food orders must be delivered on the time desired by the guestCONTENTS:Equipment and Material SelectionTrolley Set UpSetting Room Equipment and SuppliesSetting Room Service Trays or TrolleysMETHODOLOGIES:Lecture-discussionDemonstrationRole playASSESSMENT METHODS:Simulation/practical test with oral questioningOral or written testLO3.PRESENT AND SERVE FOOD AND BEVERAGE ORDERS TO GUESTSASSESSMENT CRITERIA:Room service delivery is performed following room service standard procedure.Guests are greeted politely in accordance with the with enterprise service procedures.Food orders are set up according to diners’ preference. CONTENT:Room Service Meal Delivery and ServingRoom Service Standard ProceduresMETHODOLOGIES:Lecture-discussionDemonstrationRole playASSESSMENT METHODSSimulation/practical test with oral questioningOral or written testLO4.PRESENT ROOM SERVICE ACCOUNTASSESSMENT CRITERIA:Guests’ accounts are checked for accuracy and presented in accordance with enterprise procedures.Cash payments are presented to the cashier for processing in accordance with enterprise guidelines.For charge accounts, guests are asked to sign the bill.CONTENT:Presenting the BillTypes of PaymentCashChargeCredit CardChequeProcessing PaymentsMETHODOLOGIES:Lecture-discussionDemonstrationRole playASSESSMENT METHODS:Simulation/practical test with oral questioningOral or written testLO5.CLEAR AWAY ROOM SERVICE EQUIPMENTASSESSMENT CRITERIA:Tray and trolley are cleared following food enterprise procedure.Floors are checked and cleared in accordance with food enterprise policy and guidelines.Trays and trolleys are cleaned and returned to the room service area following food enterprise procedure.CONTENT:Clearing Room Service EquipmentCleaning Room Service EquipmentCleaning Floor AreaMETHODOLOGIES:Lecture-discussionDemonstrationRole playASSESSMENT METHODS:Simulation/practical test with oral questioningOral or written testUNIT OF COMPETENCY :RECEIVE AND HANDLE GUEST CONCERNSUNIT CODE :TRS512392MODULE TITLE :RECEIVING AND HANDLING GUEST CONCERNS MODULE DESCRIPTOR :This module deals with the knowledge and skills required in receiving and handling guest complaints/concerns. NOMINAL DURATION :16 hoursSUMMARY OF LEARNING OUTCOMES:Upon completion of this module, the trainee/ student must be able to:LO1.Listen to the complaint/concernLO2Apologize to the guestLO3Take proper action on the complaint/concernLO4Record complaintLO1. LISTEN TO THE COMPLAINT/CONCERNASSESSMENT CRITERIAInformation about the complaint/concern is gathered and noted following enterprise procedures.Attention is given to the complainant following enterprise policy.Guests’ complaint/concern is analyzed and evaluated in accordance with enterprise policy.CONTENTS:Listening skillsSummarizing informationHandling complaints/concernsMETHODOLOGIES:Lecture-discussionRole playASSESSMENT METHODS:Simulation/practical test with oral questioningOral or written testLO2.APOLOGIZE TO THE GUESTASSESSMENT CRITERIA:Sincere apology is offered for the disservice.Empathy is shown to the guest to show genuine concern and consideration.Excuses or blaming others are avoided.Gratitude is expressed to the guest for bringing the matter up for attention.CONTENT:Customer RelationsMETHODOLOGIES:Lecture-discussionRole playASSESSMENT METHODS:Simulation/practical test with oral questioningOral or written testLO3.TAKE PROPER ACTION ON THE COMPLAINTASSESSMENT CRITERIA:Persons or department concerned are informed about the complaint.Serious problems/concerns are referred to higher authority for action.Problems are followed-up to check whether it is solved or not.CONTENTSCustomer RelationsHandling ComplaintsProblem CategoryMETHODOLOGIES:Lecture-discussionRole playASSESSMENT METHODS:Simulation/practical test with oral questioningOral or written testLO4.RECORD COMPLAINTASSESSMENT CRITERIA:Complaints are documented according to the enterprise standard procedures.Persons concerned are recognized and actions taken are recorded.Feedback received from guests is logged and collated.CONTENTS:Records Keeping/DocumentationFeed Backing SkillsMETHODOLOGIES:Lecture-discussionRole playASSESSMENT METHODS:Simulation/practical test with oral questioningOral or written test ................
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