Tm Templates Orig1 (recovered).docx

Sector

: Tourism Sector

Qualification Title

: Food and Beverage Services NC II

Unit of Competency:

Provide room service

Module Title

Providing room service

:

BIT International College Gallares Street, Tagbilaran City Main Campus

Plan Training Session

Food and Beverage NC II

Date Developed: February 2019 Date Revised: Developed by: Marilou N. Bitasolo

Document No. Issued by: BIT International College Revision #

Page: 1 of 250

Data Gathering Instrument for Trainee’s Characteristics Please answer the following instrument according to the characteristics described below. Encircle the letter of your answer that best describes you as a learner. Blank spaces are provided for some data that need your response. Name: Madelyn S. Denulan Characteristics of learners Language, literacy and numeracy (LL&N)

Cultural and language background

Average grade in:

Average grade in:

English

Math

a. 95 and above

a.95 and above

b 90 to 94

b. b 90 to 94

c. 85 to 89

c. 85 to 89

d. 80 to 84

d. 80 to 84

e. 75 to 79

e. 75 to 79

Ethnicity/culture: a Boholano . Waray b. c. Muslim c. Ibaloy d. Others( please specify) NONE

Education & general knowledge

Highest Educational Attainment: a. High School Level b. High School Graduate c. College Level dd. College Graduate ..e. with units in Master’s degree f. Masteral Graduate g. With units in Doctoral Level h. Doctoral Graduate

Sex aa. Female . b. Male Age

Your age: 25 Date Developed:

Food and Beverage Services NC II

February 2019

Date Revised:

Developed by: Marilou N. Bitasolo

Document No. 02456 Issued by: Page 2 of 250 BIT International College Revision #

Characteristics of learners Physical ability

Previous experience with the topic Previous learning experience

1. Disabilities(if any) NONE 2. Existing Health Conditions (Existing illness if any) a a. None . b. Asthma c. Heart disease d. Anemia e. Hypertension f. Diabetes g. Others(please specify) Work experience related to Food and Beverage NC II a. Food and Beverage Attendant – 1 year b. Teaching experience – 2 years List down trainings related to Food and Beverage NC II Food Safety and Sanitation Training

Training Level completed Special courses

Learning styles

National Certificates acquired and NC level None Other courses related to qualification a. Units in education b. Master’s degree units in education c. Others(please specify) NONE a. a Visual - The visual learner takes mental pictures of information given, so in order for this . kind of learner to retain information, oral or written, presentations of new information must contain diagrams and drawings, preferably in color. The visual learner can't concentrate with a lot of activity around him and will focus better and learn faster in a quiet study environment. b. Kinesthetic - described as the students in the classroom, who have problems sitting still and who often bounce their legs while tapping their fingers on the desks. They are often referred to as hyperactive students with concentration issues. c.c. Auditory- a learner who has the ability to remember speeches and lectures in detail but has Date Developed:

Food and Beverage Services NC II

February 2019

Date Revised:

Developed by: Marilou N. Bitasolo

Document No. 02456 Issued by: Page 3 of 250 BIT International College Revision #

Characteristics of learners a hard time with written text. Having to read long texts is pointless and will not be retained by the auditory learner unless it is read aloud. d. Activist - Learns by having a go d . e. Reflector - Learns most from activities where . they can watch, listen and then review what has happened. f. Theorist - Learns most when ideas are linked to existing theories and concepts.

Other needs

g. Pragmatist - Learns most from learning activities that are directly relevant to their situation. a. Financially challenged b. Working student c. Solo parent d. Others(please specify) None

Date Developed:

Food and Beverage Services NC II

February 2019

Date Revised:

Developed by: Marilou N. Bitasolo

Document No. 02456 Issued by: Page 4 of 250 BIT International College Revision #

FORM 1.1 SELF-ASSESSMENT CHECK INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary data or information which is essential in planning training sessions. Please check the appropriate box of your answer to the questions below. BASIC COMPETENCIES CAN I…? 1.

YES

Participate in workplace communication

1.1. Obtain and convey workplace information?

√

1.2. Speak English at a basic operational level?

√

1.3. Participate in workplace meeting and discussion?

√

1.4. Complete relevant work related documents?

√

2.

Work in a team environment

2.1. Describe team role and scope?

√

2.2. Identify own role and responsibility within team?

√

2.3. Work as a team member?

√

2.4. Work effectively with colleagues?

√

2.5. Work in socially diverse environment?

√

3.

Practice career professionalism

3.1. Integrate personal objectives with organizational goals? 3.2. Set and meet work priorities?

√ √

3.3. Maintain professional growth and development? 4.

NO

√

Practice occupational health and safety procedures

4.1. Identity hazards and risks?

√

4.2. Evaluate hazards and risks?

√

4.3. Control hazards and risks?

√

4.4. Maintain occupational health and safety awareness?

√

4.5. Perform basic first-aid procedures?

√

Date Developed:

Food and Beverage Services NC II

February 2019

Date Revised:

Developed by: Marilou N. Bitasolo

Document No. 02456 Issued by: Page 5 of 250 BIT International College Revision #

COMMON COMPETENCIES CAN I…?

YES

NO

1.Develop and update Industry Knowledge 1.1 Identify and access key resources of information on the √ industry? 1.2 Access, apply and share industry information?

√

1.3 Update continuously relevant industry knowledge?

√

2.OBSERVE WORKPLACE HYGIENE PROCEDURES 2.1 Practice personal grooming and hygiene?

√

2.2 Practice safe and hygienic handling, storage and √ disposal of food, beverage, and materials? 2.3 Identify and respond to hygienic risk?

√

2.4 Cleaning and disinfectant?

√

3.Perform Computer Operations 3.1 Plan and prepare the task to be undertaken?

√

3.2 Input data into the computer?

√

3.4 Access information using computer?

√

3.5 Produce output data using computer system?

√

3.6 Maintain computer equipment and system?

√

4.Perform workplace safety practices 4.1 Follow workplace procedures for health, safety and √ security practices? 4.2 Perform child protection duties relevant to the tourism √ industry? 4.3 Observe and monitor people?

√

4.4 Deal with emergency situations?

√

4.5 Maintain safe personal presentation standards?

√

5.Provide Effective Customer Service 5.1 Greet customer

√

5.2 Identify needs of customers?

√

5.3 Deliver service to customer?

√

5.4 Handle queries through use of common business tools √ and technology? Date Developed:

Food and Beverage Services NC II

February 2019

Date Revised:

Developed by: Marilou N. Bitasolo

Document No. 02456 Issued by: Page 6 of 250 BIT International College Revision #

COMMON COMPETENCIES CAN I…?

YES

NO

5.5 Handle complaints/ conflict situations, evaluation and √ recommendations CORE COMPETENCIES CAN I…?

YES NO

1. Prepare Dining Room / Restaurant Area for Service 1.1 Take table reservations?

√

2.2 Prepare service stations and equipment?

√

2.3 Set up the tables in the dining area?

√

2.4 Set the mood/ambiance of the dining area?

√

2. Welcome and Take Food and Beverage Orders 2.1 Welcome and greet guests?

√

2.2 Seat the guests?

√

2.3 Take food and beverage orders?

√

2.4 Liaise between kitchen and service areas?

√

3. Promote Food and Beverage Products 3.1 Know the product?

√

3.2 Undertake Suggestive selling?

√

3.3 Carry out upselling strategies?

√

4. Provide food and beverage services to guests 4.1 Serve food orders?

√

4.2 Assist the diners?

√

4.3 Perform banquet or catering food service?

√

4.4 Serve Beverage Orders?

√

4.5 Process payments and receipts?

√

4.6 Conclude food service and close down dining area?

√

4.7 Manage intoxicated persons?

√

5. Provide room service 5.1 Take and process room service orders?

√

5.2 Set up trays and trolleys?

√

5.3 Present and serve food and beverage orders to guests?

√

Date Developed:

Food and Beverage Services NC II

February 2019

Date Revised:

Developed by: Marilou N. Bitasolo

Document No. 02456 Issued by: Page 7 of 250 BIT International College Revision #

COMMON COMPETENCIES CAN I…?

YES

NO

5.4 Present room service account?

√

5.5 Clear away room service equipment?

√

6. Receive and handle guest concerns 6.1 Listen to the complaint?

√

6.2 Apologize to the guest?

√

6.3 Take proper action on the complaint?

√

6.4 Record complaint?

√

Date Developed:

Food and Beverage Services NC II

February 2019

Date Revised:

Developed by: Marilou N. Bitasolo

Document No. 02456 Issued by: Page 8 of 250 BIT International College Revision #

Evidences/Proof of Current Competencies Form 1.2: Evidence of Current Competencies acquired related to Job/Occupation

Current competencies

Means of validating

Proof/Evidence

BASIC 1. Participate in workplace communication 1.1 Obtain and convey workplace information 1.2 Participate in workplace meetings and discussions

Certificate of Employment

1.3 Complete relevant work related documents

Showed original COE, called up issuing company to verify authenticity, conducted interview

1.4 Practice occupational health and safety procedures 2. Work in a team environment 2.1 Describe as a team role and scope 2.2 Identify own role and responsibility within the team

Certificate of Employment

2.3 Work as a team member 2.4 Work effectively with colleagues 2.5 Work in socially diverse environment

Showed original COE, called up issuing company to verify authenticity, conducted interview

3. Practice career professionalism 3.1 Integrate personal objectives with organizational goals 3.2 Set and meet work priorities

Certificate of Employment

3.3 Maintain professional growth and development

Showed original COE, called up issuing company to verify authenticity, conducted interview

4. Practice Occupational Health and Safety Procedures 4.1 Identify hazards and risks

Showed original COE, called up

4.2 Evaluate hazards and risks Date Developed:

Food and Beverage Services NC II

February 2019

Date Revised:

Developed by: Marilou N. Bitasolo

Document No. 02456 Issued by: Page 9 of 250 BIT International College Revision #

4.3 Control hazards and risks 4.4 Maintain Occupational Heath and Safety

Certificate of Employment

issuing company to verify authenticity, conducted interview

COMMON 1. Develop and update industry knowledge 1.1Seek information industry

on

the

1.2 Update industry knowledge 1.3 Develop knowledge

and

update

Certificate of Employment

local

Showed original COE, called up issuing company to verify authenticity, conducted interview

1.4 Promote products and services to customers 2. Observe workplace hygiene procedures. 2.1. Follow hygiene procedures 2.2. Identify and prevent hygiene Certificate of Employment risks

Showed original COE, called up issuing company to verify authenticity, conducted interview

3.Perform computer operations 3.1. Plan and prepare for task to be undertaken 3.2. Input data into computer 3.3 Access computer

information

using

Certificate of 3.4. Produce/output data using Employment computer system 3.5. Maintain computer equipment and systems

Showed original COE, called up issuing company to verify authenticity, conducted interview

4.Perform workplace and safety practices 4.1.Follow workplace procedures for health, safety and security practices

Showed original COE, called up issuing company to verify authenticity,

4.2. Perform child protection duties relevant to the tourism industry Date Developed:

Food and Beverage Services NC II

February 2019

Date Revised:

Developed by: Marilou N. Bitasolo

Document No. 02456 Issued by: Page 10 of 250 BIT International College Revision #

4.3.Observe and monitor people 4.4 Deal with emergency situations

Certificate of Employment

conducted interview

4.5.Maintain safe personal presentation standards 4.6. Maintain a safe and secure workplace 5. Provide effective customer service 5.1. Greet customer 5.2. Identify needs of customers 5.3. Deliver service to customer 5.4. Handle queries through use of Certificate of common business tools and Employment technology 5.5 Handle complaints/ conflict situations, evaluation and recommendations

Showed original COE, called up issuing company to verify authenticity, conducted interview

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

Certificate of Employment

Showed original COE, called up issuing company to verify authenticity, conducted interview and asked to demonstrate

2. Welcome guests and take food and beverage orders 2.1. Welcome and greet guests 2.2 Seat the guests 2.3. Take food and beverage Certificate of orders Employment

Showed true copy, called up issuing company to verify authenticity, conducted interview and asked to demonstrate

3. Promote food and beverage products 3.1. Know the product

Showed original Date Developed:

Food and Beverage Services NC II

February 2019

Date Revised:

Developed by: Marilou N. Bitasolo

Document No. 02456 Issued by: Page 11 of 250 BIT International College Revision #

3.2. Undertake Suggestive selling Certificate of Employment

3.3. Carry out Upselling strategies

COE, called up issuing company to verify authenticity, conducted interview and asked to demonstrate

4.Provide food and beverage services to guests 2.1 Serve food orders 4.2. Assist the diners Certificate of Employment

Showed original COE, called up issuing company to verify authenticity, conducted interview and asked to demonstrate

5. Provide room service 5.1.

Take and process room service orders 5.2 Set up trays and trolleys

Certificate of 5.3 Present and serve food and Employment beverage orders to guests 5.4. Present room service account 5.5. Clear away equipment

room

service

Showed original COE, called up issuing company to verify authenticity, conducted interview and asked to demonstrate

6. Receive and handle guest concerns 6.1 Listen to the complaint 6.2 Apologize to the guest 6.3 Take proper action on the complaint 6.4 Record complaint

Certificate of Employment

Date Developed:

Food and Beverage Services NC II

February 2019

Date Revised:

Developed by: Marilou N. Bitasolo

Showed original COE, called up issuing company to verify authenticity, conducted interview and asked to demonstrate

Document No. 02456 Issued by: Page 12 of 250 BIT International College Revision #

Identifying Training Gaps From the accomplished Self-Assessment Check (Form 1.1) and the evidences of current competencies (Form 1.2), the Trainer will be able to identify what the training needs of the prospective trainee are. Form 1.3 Summaries of Current Competencies Versus Required Competencies Required Units of Competency/Learning Outcomes based on CBC

Current Competencies

Training Gaps/ Requirements

BASIC 1. Participate in Workplace Communication 1.1 Obtain and convey workplace communication

Obtain and convey workplace communication

1.2 Participate in workplace meetings and discussions

Participate in workplace meetings and discussions

1.3 Complete relevant work related documents

Complete relevant work related documents

1.4 Practice occupational health and safety procedures

Practice occupational health and safety procedures

2. Work in a Team environment 2.1 Describe as a team role and scope

Describe as a team role and scope

2.2 Identify own role and responsibility within the team

Identify own role and responsibility within the team

2.3 Work as a team member

Work as a team member

2.4 Work effectively with colleagues

Work effectively with colleagues

2.5 Work in socially diverse environment

Work in socially diverse environment

3. Practice Career Professionalism Date Developed:

Food and Beverage Services NC II

February 2019

Date Revised:

Developed by: Marilou N. Bitasolo

Document No. 02456 Issued by: Page 13 of 250 BIT International College Revision #

3.1 Integrate personal objectives with organizational goals

Integrate personal objectives with organizational goals

3.2 Set and meet work priorities

Set and meet work priorities

3.3 Maintain professional growth and development

Maintain professional growth and development

4. Practice Occupational Health and Safety Procedures 4.1 Identify hazards and risks

Identify hazards and risks

4.2 Evaluate hazards and risks

Evaluate hazards and risks

4.3 Control hazards and risks

Control hazards and risks

4.4 Maintain Occupational Health and Safety

Maintain Occupational Health and Safety

Required Units of Competency/Learning Outcomes based on CBC

Current Competencies

Training Gaps/ Requirements

COMMON 1. Develop and Update Industry Knowledge 1.1Seek information on the Seek information on industry the industry 1.2Update knowledge

industry Update industry knowledge

1.3 Develop and local knowledge

update Develop and update local knowledge

1.4 Promote products and Promote products services to customers and services to customers 2. Observe Workplace Hygiene Procedures 2.1. Follow procedures

hygiene Follow hygiene procedures

2.2. Identify and prevent Identify and prevent hygiene risks hygiene risks Date Developed:

Food and Beverage Services NC II

February 2019

Date Revised:

Developed by: Marilou N. Bitasolo

Document No. 02456 Issued by: Page 14 of 250 BIT International College Revision #

3. Perform Computer Operations 3.1.Plan and prepare for Plan and prepare for task to be undertaken task to be undertaken 3.2.Input computer

data

into Input data computer

into

3.3 Access information using computer

Access information using computer

3.4. Produce/output data using computer system

Produce/output data using computer system

3.5. Maintain computer Maintain computer equipment and systems equipment and systems 4. Perform Workplace and Safety Practices 4.1.Follow workplace Follow workplace procedures for health, procedures for safety and security health, safety and practices security practices 4.2 Perform child protection Perform child duties relevant to the protection duties tourism industry relevant to the tourism industry 4.3. Observe and monitor people

Observe and monitor people

4.4. Deal with emergency Deal with emergency situations situations 4.5. Maintain safe personal Maintain presentation standards personal presentation standards 4.6. Maintain a safe and secure workplace

safe

Maintain a safe and secure workplace

5. Provide Effective Customer Service 5.1. Greet customer

Greet customer

5.2.

Identify needs customers

of Identify needs customers

of

5.3.

Deliver service customer

to Deliver service customer

to

5.4. Handle queries through 5.4.Handle use of common business through

queries use of

Date Developed:

Food and Beverage Services NC II

February 2019

Date Revised:

Developed by: Marilou N. Bitasolo

Document No. 02456 Issued by: Page 15 of 250 BIT International College Revision #

tools and technology

common business tools and technology

5.5.Handle complaints/ Handle complaints/ conflict situations, conflict situations, evaluation and evaluation and recommendations recommendations Required Units of Competency/Learning Outcomes based on CBC

Current Competencies

Training Gaps/ Requirements

CORE 1.Prepare the Dining Room/Restaurant Area for Service 1.1 Take table reservations Take table reservations 1.3 Prepare service Prepare service stations and stations and equipment equipment 1.3 Set up the tables in the Set up the tables in dining area the dining area Set the 1.5 Set the mood/ambiance of mood/ambiance of the dining area the dining area 2. Welcome Guests and Take Food and Beverage Orders 2.1. Welcome and guests 2.2. Seat the guests

greet Welcome and greet guests Seat the guests

2.3 Take food and Take food beverage orders beverage orders 3. Promote food and beverage products 3.1. Know the product

and

Know the product

3.2. Undertake Suggestive selling

Undertake Suggestive selling

3.3. Carry out Upselling

Carry out Upselling

strategies 5.1

strategies

Provide Room Service

5.1.Take and process room service orders 5.2. Set up trays and trolleys

Take and process room service orders Set up trays and trolleys Date Developed:

Food and Beverage Services NC II

February 2019

Date Revised:

Developed by: Marilou N. Bitasolo

Document No. 02456 Issued by: Page 16 of 250 BIT International College Revision #

5.3. Present and serve food and beverage orders to guests

Present and serve food and beverage orders to guests

5.4. Present room service account

Present room service account

5.5. Clear away service equipment

room

Clear away room service equipment

6. Receive and Handle Guest Concerns 6.1 Listen to the complaint 6.2 Apologize to the guest 6.3 Take proper action on the complaint 6.4 Record complaint

Listen to the complaint Apologize to the guest Take proper action on the complaint Record complaint

Form No. 1.4: Training Needs Training Needs

Module Title/

(Learning Outcomes)

Module of Instruction

Take and process room service orders Set up trays and trolleys Present and serve food and beverage Providing room service orders to guests Present room service account Clear away room service equipment

Date Developed:

Food and Beverage Services NC II

February 2019

Date Revised:

Developed by: Marilou N. Bitasolo

Document No. 02456 Issued by: Page 17 of 250 BIT International College Revision #

SESSION PLAN Sector

: Tourism Sector

Qualification Title

: Food and Beverage Services NC II

Unit of Competency

: Provide Room Service

Module Title

: Providing room service

Learning Outcomes: After 60 hours of learning activities, the trainees will be able to effectively: 1. Take and process room service orders 2. Set up trays and trolleys 3. Present and serve food and beverage orders to guests 4. Present room service account 5. Clear away room service equipment A. INTRODUCTION- This unit deals with the knowledge and skills required in the provision of food and beverage service particularly in the guest room of a commercial accommodation establishment. B. LEARNING ACTIVITIES

Methods

Presentation

Practice

Feedback

Resources

LO 1: Take and process room service orders Date Developed: May 2018

Food and Beverage Services NC II

Date Revised: Developed by: Marilou N. Bitasolo

Document No. 02546 Issued by: BIT International College Revision #

Page 18 of 250

Time

5.1-1. Room service orders

5.1-2.Process Room Service Orders

Modular/selfpaced

Read Information Answer self Compare Pen and Paper Sheet 5.1-1 Take check 5.1-1 answer using CBLM Room Service answer key Instructions Order 5.1-1

Demonstration

Familiarize Task Perform Task Sheet 5.1-1 Take Sheet 5.1-1 Room Service Orders

Modular/selfpaced

Read Information Answer self Compare CBLM Sheet 5.1-2 check 5.1-2 answer using Process Room answer key Service Order 5.1-2

Demonstration

Familiarize Task Perform Task Sheet 5.1-2 Sheet 5.1-2 Process Room Service Orders

10hr s

Evaluate Telephone Performance using Performance Criteria Checklist 5.11

Evaluate Pen and Paper Performance using Performance Criteria Checklist 5.12

LO 2: Set up trays and trolleys 2.1 Equipment and material selection and set-up

Modular (self-pace learning)

Read Information Answer Self Compare Sheet 5.2-1 Set- check 5.2-1 Answer up of Equipment 5.2.1 and Materials Date Developed: May 2018

Food and Beverage Services NC II

Date Revised: Developed by: Marilou N. Bitasolo

CBLM key pen and paper

Document No. 02546 Issued by: BIT International College Revision #

Page 19 of 250

12hr s

Selection

2.2. Room service trays or trolleys are set up

Film Viewing

View multimedia Perform Task Presentation on Sheet 5.2.1 Set-up of Equipment and Material Selection

Demonstration

Familiarize Task Perform Sheet 5.2.1 Set- 5.2-1 up of Equipment and Material Selection

Modular (self-pace learning)

Read Information Sheet 5.2-2 Setup Room Service Trays View multimedia Presentation on Set-up of Room Service Trolley

Film Viewing

Demonstration

May 2018

Food and Beverage Services NC II

Task Evaluate Performance using Performance Criteria Checklist 5.21

Answer Self Compare check 5.2-2 Answer 5.2-2 Perform2Task Sheet 5.2-2

Familiarize Task Perform2Task Sheet 5.2-2 SetDate Developed: Date Revised: Developed by: Marilou N. Bitasolo

Evaluate Laptop Performance Projector using Performance Criteria Checklist 5.21 Tray/trolley Butter Hand towels Cutleries Beverages condiments

CBLM key Pen and Paper

Evaluate Performance using Performance Criteria Checklist 5.22

Tray/trolley Butter Hand towels Cutleries Beverages condiments

Evaluate Performance

Document No. 02546 Issued by: BIT International College Revision #

Page 20 of 250

up Room Service Sheet 5.2.2 Trolley

using Performance Criteria Checklist 5.22

LO 3: Present and serve food and beverage orders to guests 3.1 Room service meal Modular delivery paced)

(self- Read Information Answer Self Compare CBLM Sheet 5.3-1Room Check 5.3-1 answer using Pen and Paper Service Delivery answer key Instructions 5.3-1

Demonstration

3.1 Room service In- Room Dining

Modular paced)

Familiarize Task Execute Task Evaluate Sheet 5.3-1 Room Sheet 5.3-1 Performance Service Delivery using Performance Criteria Checklist 5.31

Trolley/Tray Warming equipments Glass, Toaster butter Cutlery Beverage Condiments CBLM

(self- Read Information Answer Self Compare Sheet 5.3-2Room Check 5.3-2 answer using Pen and Paper In-Room Dining answer key

Demonstration

Familiarize Task Execute Task Sheet 5.3-2 Room Sheet 5.3-2 Service In-Room Dining

Date Developed: May 2018

Food and Beverage Services NC II

Date Revised: Developed by: Marilou N. Bitasolo

Evaluate Performance using Performance Criteria Checklist 5.3-

Trolley/Tray Warming equipments Glass, Toaster butter Cutlery

Document No. 02546 Issued by: BIT International College Revision #

Page 21 of 250

11 hour s

2

Beverage Condiments

LO 4: Present room service account 4.1 Billing of Guest

Modular paced)

(self- Read Information Answer Self- Compare CBLM 5.4-1 Billing of Check 5.4-1 answer using Pen and paper Guest answer key Instructions 5.4-1

Demonstration

4.2.Settlement of the Bill

Modular paced)

Familiarize Task Perform Task Evaluate Cashiers Sheet 5.4-1 Sheet 5.4-1. Performance Receipt Billing of Guest using Performance Criteria Checklist 5.41

(self- Read Information Answer Self- Compare CBLM 5.4-2 Billing of Check 5.4-2 answer using Pen and paper Guest answer key Instructions 5.4-2

Demonstration

Familiarize Task Perform Task Evaluate Cashiers Sheet 5.4-2 Settle Sheet 5.4-2 Performance Receipt the Guest Bills using Performance Criteria Checklist 5.42

LO 5. Clear away room service equipment Date Developed: May 2018

Food and Beverage Services NC II

Date Revised: Developed by: Marilou N. Bitasolo

Document No. 02546 Issued by: BIT International College Revision #

Page 22 of 250

10hr s

5.1 Clearing Room Service Area

5.2.

Cleaning and Returning of Trays and Trolleys

Modular paced)

(self- Read Information Sheet 5.5-1. Clear Room Service Area

Answer Self Check 5.5-1 Clean Room Service Area

Compare answer using answer key 5.5-1

Film Viewing

View multimedia Perform Task Presentation on Sheet 5.5.1 Clear Room Service Area

Demonstration

Fill in Task Sheet Perform Task Evaluate 5.5-1 Clear Room Sheet 5.5-1 Performance Service Area using Performance Criteria Checklist 5.51

Evaluate Laptop Performance Projector using Performance Criteria Checklist 5.51

Trolley/Tray Warming equipments Glass, Toaster butter Cutlery Beverage Condiments Answer Self Compare CBLM Check 5.5-2 answer using Guidelines answer key Instruction 5.5-2 Pen and paper

Modular paced)

(self- Read Information Sheet 5.5-2. Clean and Return Trays and Trolleys Demonstration Fill in Task Sheet Perform Task 5.5-2 Clean and Sheet 5.5-2 Return Trays and Trolleys Date Developed: May 2018

Food and Beverage Services NC II

CBLM Guidelines Instruction Pen and paper

Date Revised: Developed by: Marilou N. Bitasolo

Evaluate Performance using Performance Criteria

Trolley/Tray Warming equipments Glass, Toaster butter

Document No. 02546 Issued by: BIT International College Revision #

Page 23 of 250

17hr s

Checklist 5.5- Cutlery 2 Beverage Condiments C. ASSESSMENT PLAN   

Interview (oral/ questionnaire) Observation Demonstration of Practical Skills Written examination

D. TEACHER’S SELF-REFLECTION OF THE SESSION

Date Developed: May 2018

Food and Beverage Services NC II

Date Revised: Developed by: Marilou N. Bitasolo

Document No. 02546 Issued by: BIT International College Revision #

Page 24 of 250

COMPETENCY-BASED LEARNING MATERIAL

Sector

: Tourism

Qualification Title

: Food and Beverage Services NC II

Unit of Competency : Provide Room Service Module Title

: Providing Room Service

Name of your School: BIT International College Footer: Institution quality assurance logo (TESDA) And the logo of your institution

Date Developed:

Document No. 02456 Issued by:

February 2018

Food and Beverage Services NC II

Date Revised:

Developed by: Marilou Bitasolo

N.

BIT International College Revision #

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HOW TO USE THIS COMPETENCY –BASED LEARNING MATERIALS Welcome! The core unit of competency, "Plan Training Session", is one of the competencies of FOOD AND BEVERAGE NC II, a course which comprises the knowledge, skills and attitudes required for a TVET trainee to possess. The module, Planning Training Session, contains training materials and activities related to preparing area for bed making, performing bed making and performing after care activities of materials and equipment used for you to complete. This is prepared to help you achieve the required competency in Food and Beverage NCII. In this module, you are required to go through a series of learning activities in order to complete each learning outcome. In each learning outcome are Information Sheets, Task Sheets, Job Sheets and Operation Sheets. Follow and perform the activities on your own. If you have questions, do not hesitate to ask for assistance from your facilitator. The goal of this module is the development of practical skills. You must learn the basic concepts and terminology to gain these skills. For most part, you will get this information from the Information Sheets. This will be the source of information for you to acquire knowledge and skills in this particular competency independently and at your own pace with minimum supervision or help from your trainer. You will be given plenty of opportunity to ask questions and practice on the job. Make sure you practice your new skills during regular work shift. This way you will improve your speed and memory as well as your confidence.

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Reminder: Read Information Sheet, perform Task Sheet, Job Sheet or Operation Sheet until you are confident that your outputs conform to the Self-Check (Answer Key) and Performance Criteria Checklist that follows the sheet. Suggested references are included to supplement the materials provided in this module. When you feel confident that you have had sufficient practice to achieve competency, perform and submit output of the Task Sheet, Job Sheet or Operation Sheet to your facilitator for evaluation and recording in the Accomplishment Chart. Output shall serve as your portfolio during the Institutional Competency Assessment. When you feel confident that you have had sufficient practice, ask your trainer to evaluate you. The results of your institutional assessment will be recorded in your Progress Chart. You must pass the Institutional Competency Assessment for this competency before moving to another competency. A Certificate of Achievement will be awarded to you after passing the evaluation. You need to complete this module before you can perform the module on Receive and Handle Guest Concerns.

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PARTS OF A COMPETENCY-BASED LEARNING MATERIAL PACKAGE References/Further Reading Performance Criteria Checklist Operation/Task/Job Sheet Self Check Answer Key Self Check Information Sheet Learning Experiences Learning Outcome Summary

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. Date Developed:

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Food and Beverage Services NC II COMPETENCY-BASED LEARNING MATERIALS List of Competencies

No.

Unit of Competency

Module Title

Code

1.

Participate in workplace communication

Participating in workplace communication

500311105

2.

Work in team environment

Working in team environment

500311105

3.

Practice career professionalism

Practicing career professionalism

500311106

4.

Practice occupational health and safety procedures

Practicing occupational health and safety procedures

500311107

5.

Develop and update industry knowledge

Developing and update industry knowledge

TRS311201

6.

Observe workplace hygiene procedures

Observing workplace hygiene procedures

TRS311202

7.

Perform computer operations

Performing computer operations

TRS311203

8.

Perform workplace and safety practices

Performing workplace and safety practices

TRS311204

9.

Provide effective customer service

Providing effective customer service

TRS311205

10.

Prepare the dining room/ restaurant area for service

Preparing the dining room/ restaurant area for service

TRS512387

11.

Welcome guests and take food and beverage

Welcoming guests and take food and beverage

TRS512388

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orders

orders

12.

Promote food and beverage products

Promoting food and beverage products

TRS512389

13.

Provide food and beverage services to guests

Providing food and beverage services to guests

TRS512390

14.

Provide room service

Providing room service

TRS512391

15.

Receive and handle guest concerns

Receiving and handle guest concerns

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MODULE CONTENT UNIT OF COMPETENCY: Provide Room Service MODULE TITLE

: Providing Room Service

MODULE DESCRIPTOR: This module covers the knowledge, skills and attitude required in providing room service in commercial accommodation establishments

NOMINAL DURATION: 60 hours

LEARNING OUTCOMES: At the end of this module you MUST be able to: LO 1. Take and process room service orders LO 2. Set-up trays and trolleys LO 3. Present and serve food and beverage orders to guests LO 4. Present room service accounts LO 5. Clear away room service equipment

ASSESSMENT CRITERIA: 1.1 Telephone call is answered promptly and courteously in accordance with customer service standards. 1.2 Guests’ name is checked and used throughout the interaction 1.3 Details of orders are clarified, repeated and checked with guests for accuracy 1.4 Suggestive selling techniques are used. 1.5 Guests are advised of approximate time of delivery 1.6 Relevant information are recorded and checked in accordance with establishment policy and procedures 1.7 Room service orders received from doorknob dockets are interpreted accurately. 1.8 Orders are promptly transferred and relayed to appropriate location for preparation. Date Developed:

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1.9 Room service equipment and supplies are prepared in accordance with establishment procedures. 1.10 Proper room service equipment and supplies are selected and checked for cleanliness and condition. 1.11 Trays and trolleys are set up keeping in mind balance, safety and attractiveness. 1.12 Room service trays or trolleys are set up according to the food and beverage ordered 1.13 Orders are checked before leaving the kitchen for delivery. 1.14 Food items are covered during transportation to the room. 1.15 The guest’s name is verified on the bill before announcing the staff’s presence outside the door. 1.16 Guests are greeted politely in accordance with the with establishment’s service procedures. 1.17 Guests are asked where they want the tray or trolley positioned. 1.18 Food orders are delivered on the time desired by the guest. 1.19 Guests’ accounts are checked for accuracy and presented in accordance with establishment procedures 1.20 Cash payments are acknowledged and then presented to the cashier for processing in accordance with establishment guidelines 1.21 For charge accounts, guests are asked to sign the bills. 1.22 Procedure to take away the tray or trolley when the guests have finished their meal is explained. 1.23 Floors are checked and cleared in accordance with establishment policy and guidelines. 1.24 Dirty trays are cleared in accordance with the establishment’s procedure. 1.25 Trays and trolleys are cleaned and returned to the room service area.

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LEARNING OUTCOME NO. 5 Take and Process Room Service Orders Contents: 1. Taking room service orders 2. Processing room service orders Assessment Criteria 1. 2. 3. 4. 5. 6. 7. 8.

Answer telephone calls promptly and courteously in accordance with customer service standards. Check and uses guest’s name throughout the interaction Clarifies, repeat and checks details with guests for accuracy. Uses selling techniques when suggesting. Advise clients of approximate time of delivery Records and checks relevant information in accordance to establishment policies and procedures. Interprets accurately room service orders received from doorknob dockets. Promptly transfer and relays orders in appropriate location for preparation.

Conditions The participants will have access to: Tools

Equipment

Materials/ Supplies

Telephone

Pen and paper Guidelines Instructions

Assessment Method: 1. 2. 3. 4.

Interview (oral/ questionnaire) Portfolio Demonstration with observation of Practical Skills Written examination

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Learning Experiences Learning Outcome 1 TAKE AND PROCESS ROOM SERVIVE ORDERS Learning Activities

Special Instructions

Read Information Sheet 5.1.1 Room The learning outcome deals with the Service development of the Institutional Competency Evaluation Tool which Answer self check 5.1-1 trainers use in evaluating their Compare answer using answer key trainees after finishing a competency 5.1-1 of the qualification. Familiarize Task Sheet 5.1-1 Take Room Service Orders Go through the learning activities Perform Task Sheet 5.1-1 outlined for you on the left column to Read Information Sheet 5.1-2 gain the necessary information or Process Room Service Order knowledge before doing the tasks to Answer self check 5.1-2 on performing the Compare answer using answer key practice requirements of the evaluation tool. 5.1-1 Familiarize Task Sheet 5.1-1 Process Room Service Orders Perform Task Sheet 5.1-2 Evaluate Performance using Performance Criteria Checklist 5.1-2 Read Information Sheet 5.2-1 Set-up of Equipment and Materials Selection Answer Self check 5.2-1 Compare Answer using answer key 5.2.1 View multimedia presentation on Set-up of Equipment and Material Selection Perform Task Sheet 5.2.1 Set up of Equipment and Materials Selection

The output of this LO is a complete Institutional Competency Evaluation Package for one Competency Household NC II. Your output shall serve as one of your portfolio for your Institutional Competency Evaluation for Take and Process Room Service Orders.

Feel free to show your outputs to your trainer as you accomplish them for guidance and evaluation

Evaluate Performance using Performance Criteria Checklist 5.2-1 Familiarize Task Sheet 5.2.1 Set-up of Equipment and Material Selection Perform Task 5.2-1 Set up of Date Developed:

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Equipments and Materials Selection Evaluate Performance using Performance Criteria Checklist 5.2-1 Read Information Sheet 5.2-2 Set-up Room Service Trays Answer Self check 5.2-2 Compare answer using answer key 5.2.2 View multimedia Presentation on Set-up of Room Service Trolley Evaluate Performance using Performance Criteria Checklist 5.2-2 Familiarize Task Sheet 5.2-2 Set-up Room Service Trolley Perform2Task Sheet 5.2.2 Evaluate Performance using Performance Criteria Checklist 5.2-2 Read Information Sheet 5.3-1Room Service Delivery Answer Self Check 5.3-1 Room Service Delivery Compare answer using answer key 5.3-1 Familiarize Task Sheet 5.3-1 Room Service Delivery Execute Task Sheet 5.3-1 Room Service Delivery Evaluate Performance using Performance Criteria Checklist 5.3-1 Read Information Sheet 5.3-2.Room In-Room Dining Answer Self Check 5.3-2 Compare answer using answer key 5.3-2 Read Information 5.4-1 Billing of Guest Compare answer using answer key 5.4-1 Familiarize Task Sheet 5.4-1 Billing After doing all the activities for this Date Developed:

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of Guest L.Os, you are ready to proceed to the Perform Task Sheet 5.4-1. Billing of next module. Guest Evaluate Performance using Performance Criteria Checklist 5.4-1 Read Information 5.4-2 Billing of Guest Answer Self-Check 5.4-2 Compare answer using answer key 5.4-2 Familiarize Task Sheet 5.4-2 Settle the Guest Bills Perform Task Sheet 5.4-2 Evaluate Performance using Performance Criteria Checklist 5.4-2 Read Information Sheet 5.5-1. Clean Room Service Area Answer Self Check 5.5-1 Compare answer using answer key 5.5-1 View multimedia Presentation on Cleaning Room Service Area Perform Task Sheet 5.5.1 Cleaning Room Service Area Evaluate Performance using Performance Criteria Checklist 5.5-1 Read Information Sheet 5.5-2. Clean and Return Trays and Trolleys Answer Self Check 5.5-2 Compare answer using answer key 5.5-2 Fill in Task Sheet 5.5-2 Clean and Return Trays and Trolleys Perform Task Sheet 5.5-2 Evaluate Performance using Performance Criteria Checklist 5.5-2

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Information Sheet 5.1-1 Room Service

Learning Objectives: After reading this information sheet, you MUST be able to: 1. Elaborate the service of the room and the person responsible; 2. Demonstrate the proper telephone etiquette in room service; 3. Explain the rationale on each step; 4. Recognize the concept of the room service doorknob menu 5. Inculcate suggestive selling and sales technique. Time allotment: 10 hours Introduction Room Service is the service of food and beverages in guests’ room hotels or other accommodation establishments. Such service is provided to house guests who wish to enjoy the comfort of being served right in their room. In all suite hotels it is often referred to as ïn-suite service”. In any hotel establishments regardless of its size there is usually a specialist Room Service department or section that is tasked to attend the delivery of food and beverage orders to guestrooms. However in gigantic hotels, room service operated as an independent or separate unit, headed by a Room Supervisor, assisted by a captain waiter. In small, hotels, it is a common practice that room service becomes a part of the Coffee Shop operations. In such situation, Coffee Shop personnel are also allowed to do room service. The Room service department or section must work closely with the Kitchen, Front Office and Housekeeping departments to make sure that the standard of service meets the expectation or goes beyond the expectation of guest. The extent of service in hotel guest rooms will depend on the nature of the establishment. In a deluxe or 5-star hotel 24 hour room service is expected, while standard or economy class hotels limit room service operations until 6 o’clock in the morning until 10 o’clock in the evening. Ordering food for room service may also be time scheduled for other hotels Date Developed:

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   

Breakfast All day dining Ala Carte Night Menu

6:00 AM to 11:00 AM 11:00 AM to 11:00 PM 7:00 PM to 10:30 PM 11:00 Pm to 6:00 AM

ROOM SERVICE MENU Room Service menus, consisting of ala carte items are posted right in each guestroom as reference for the guests in making a selection. Orders are usually made through the telephone and received by a designated order taker. Many hotels make use of door knob menus for breakfast orders. Said menu is also provided in each room and the guest fills it up with their order, indicating the exact time they want their order to be delivered. Them they hang it on the door knob to be picked up by room service waiters in the evening or at about 3:00 AM. The order is then endorsed to the kitchen and prepared in advance. It is delivered on the exact time indicated in the order form. Thus the guests are spared from waiting for their orders especially when they are scheduled to leave early in the morning.

SERVICE OF DOOR KNOB MENUS 1. Door knob menus are placed inside the guestrooms by room attendants. 2. After filling up the door knob menu, the guest will hang it in his door knob to be picked up by the room service waiter. 3. Captain must counter check the room number with that indicated in the door knob menu to prevent mistakes in the delivery or orders. 4. Collected door knob menus are to be endorsed to captain or order taker for recording and preparation of receipts. 5. Door knob orders are endorsed to waiter for the mise-en-place preparation. 6. Captain should closely monitor the service time and see to it that the delivery or order is done on the time requested, especially for door knob orders.

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ZYNELOUISE HOTEL

Room No.__

No. of persons____

Guest;s Name________________ Time of Delivery________________ BREAKFAST ORDERS ( ) Continental breakfast ( ) American breakfast

P350.00

( ) Filipino Breakfast

P250.00

( )Pancake ( ) Oats

P250.00

P250.00 P250.00

BEVERAGES ( ) Brewed Coffee

P 90.00

Others_________________

Guest;s signature___________

Kindle hang this order on your door knob for pick up.

Door knob breakfast menu order collection:  The overnight Supervisor shall assign a waiter to collect all door knob breakfast menu orders every night, according to the schedule.  Use the service lift to get to the top of the floor and collect the door knob breakfast menu orders floor by floor, working downwards. Date Developed:

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 Write down the room number on each door knob breakfast menu order.  The assigned waiter must write down the room number when collecting the door knob breakfast menu order.  Preparing the bill for the breakfast service.  The overnight supervisor shall prepare all breakfast bill according to guests; door knob breakfast menu order.  Sort out all the prepared bills according to the time service, starting from the earliest one, with priority given to the VIP rooms. DELIVERY TIME:  When the order is made, the order taker shall post it immediately in the POS (Point of Sale) terminal. The time displayed on the print-out slip shall be considered for any further reference.  The order taker shall accurately estimate the time required for the food preparation and the specific mise-en-place related to the food order.  The order taker shall set the time on the special designed alarm clock in order to control the duration of each order preparation.  The order taker shall politely inform the guest by telephone about any delivery delay.  Consequently, the order taker shall say the following: “Good morning / afternoon / evening, Mr. / Mrs. / Ms. (the correct family name of the guest), I am calling from dining room to inform you that we are experiencing a slight delay with your food delivery. It will take about (time to be defined by the kitchen team) more minutes. We sincerely apologize for the inconvenience”.

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Sequence of Room Service ACTIVITIES

PERSON RESPONSIBLE

Taking Room Service Order

Designated order Taker Captain or Waiter

Placing Order to the Kitchen

Captain or Waiter

Posting the Order for Billing Assembling Room Service Order

Captain or Waiter

Logging Down the Order on the Control Sheet

Captain or Waiter

Double Checking Mise-en Place, Food Preparation/Presentation

Captain Waiter Cashier

Preparation of the Bill

Pick-up and delivery of the order

Waiter

Offering or Extending Personalized Service to the Guest’s

Waiter

Settling the Bill; Bidding

Waiter

Forwarding Payment or Signed Bill Front Office Cashier

Waiter

Forwarding Payment or Signed Bill to the Front Office Cashier

Waiter

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Telephone Etiquette in Room Service Room service orders are usually given thru telephone. It is then the first point of contract between the room service staff and the guest. Therefore, it is vital that the person receiving and answering the call must have a good telephone etiquette, which is important in creating favorable initial impression. The telephone must be answered within three rings and that the person answering the phone must have good knowledge of the room service menu. The order taker must observe and use the following procedures:  Greet the person calling  Identify and introduce the department/ section and one’s self  Taking the order  Providing information and feedback  Closing the call Example: Good morning, Mr. Ponce, this is Room Service, Zyne speaking, How may I help you? The use of guest’s name during interaction has a lot of advantage. It will make the guests feel valued, appreciated and acknowledged. It will also ensure that the items requested will be delivered to the right guest, and be charged to the right account. The new and improved technologies now a trend in most properties to have an advanced telephone system which displays the room number and the guest name. If such is not available, the order taker can refer to the current guest’s list file of Room Service department or the kitchen department. Procedures in Taking Room Service STEPS

PROCEDURES

1.Take the order and write it down in an order slip (triplicate copies) and use suggestive selling techniques (one copy of the order slip 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, salad dressing, etc.

This is important to ensure that the guest’s preferences and requirements are followed in the preparation. Thus, complaints can be avoided.

For eggs-whether boiled, poach,

Get other serving instructions like

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Food and Beverage Services NC II

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scrambled, etc.

additional butter,etc.

For steaks- whether rare, medium-rare, medium well and welldone.

Be a good salesman. Make appropriate suggestions. Be flexible and helpful if the guest’s requests items not found on the menu.

Whether bread be served toasted or plain

Preferred salad dressing, French, Offer the appropriate Vinaigrette or Thousand drinks or wine that best Island complement the meal.

2.Repeat the order

3.Inform guest preparation time

If the guest is undecided, suggest menu specialties or chef’s daily specials. Mention the item ordered, the quantity and manner of preparation.

Repeat the order, it helps to prevent errors that can be a source of complaints.

Let the guest know how long will it take for the ordered to be delivered to her/his room.

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Food and Beverage Services NC II

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Developed by: Marilou Bitasolo

Be ready to inform the guest preparation time to avoid complaints. Standard procedure should be more than 30 minutes.

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ROOM SERVICE PROCEDURES Greet Callers Warmly: o The telephone must be answered within the three(3) rings. o Identify your department and introduce yourself by name. o Announce: “Good morning/ Good afternoon/ Good evening In Room Dining. (According to the time of the day), this is (name of the order taker). May I assist you Mr. / Mrs. / Miss.”followed by the name of the guest according to the data digitally displayed by the phone system (if available). o Use good telephone etiquette. Ask the guest for their names and Room number: o Even if your digital telephone system displays the guest’s name ad room number, confirm that you are talking the registered guest. o Write down the order clearly in the order book and note the time of call and room number. Check the billing instructions of the guest: o Do a room inquiry on the POS (Point of Sale) machine and check the billing instructions entered for this guest by the front office team. o If the guest is on Cash only list, then politely explain that the guest will have to pay for order when it is delivered. o If the guest is not on cash list then take the order without discussing the method of payment. Use Suggestive selling: o Always update your knowledge of the hotel’s activities and promotions, both current and upcoming o Study the menu thoroughly: you must learn and remember the content by heart o Double check with the kitchen what the daily specials are. o Check with accompaniments is available and appropriate. o If the guest seems hesitant or needs suggestions, try to find out what type of food she/ he likes, e.g., beef, pork, poultry or seafood o If the guest announces only main dishes, try to suggest a starter and ask, “May I suggest our special avocado cocktail as your starter, Madam/ Sir?”and/or “Would you care for any wine to go with your provided by the Executive Sous Chef) o Suggest the most popular and profitable dishes, according to the Menu Engineering Report. Take Orders: Date Developed:

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o Pay attention to orders, and know the menu thoroughly. o Ask questions to find out the guest’s choice or preferences for service, such as how he or she would like an item cooked or prepared (e.g; medium/well done, or on the rocks if beverages) o Ask the guest for his or her choice of salad dressings and for any special requests such as fat free preparation. o Write down all the information’s clearly. Highlight special requests. o Ask how many guests will be eating and note down the number on the guest check. Ask this will help the waiter to set the tray/ cart with the appropriate numbers of cutleries and crockery. Time control system o Time control system takes place as as the telephone order has been taken. o Approximate delivery time is given to the guest according to this time evaluation system established by the Outlet Manager and the Executive Chef. o A timer is set for the given amount of time. If the order has not been sent up by this time, a call must be placed to the guest apologies and re-evaluate the delivery time. Similar follow-ups must be systematically performed. Reconfirmed the order: o Politely read the order back to guests and repeat all details. o Tell guests approximately how much time it will take to deliver the order o Thanks the guest and only disconnect the line after the guest hanged up the phone on the other side. Suggestive Selling and Sales Technique 1. BE POSITIVE  The chili mango shake is sweet, would like an order of that to go with cheesy sandwich. 2. BE DESCRPTIVE (knowledge of preparation method will help greatly)  “Chicken pork adobo is a flavorful combination of chicken and pork, marinated in vinegar and spices.” Mention the special qualities of the dish  “Pork adobo is one of the most popular Filipino dishes”  “It is famous Filipino delicacy.”  It is a delicious dish. I’m sure you’ll like it.” 3. USE MOUTH –WATER PHRASES  Color, Size and texture Date Developed:

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Other qualities such as: garden fresh, healthful, stimulating, nutrious, wholesome, superb, etc. 4. OFFER TO CHOICES 5. KNOW THE STANDARD ACCOMPANIMENTS 6. KNOW THE PREPARATION TIME 7. BE HONEST “Your food will be delivered in about 15 minutes, would that be alright with you?” 8. USE MERCHANDISING SALESMANSHIP But don’t push 9. KNOW THE RIGHT PRONUNCIATION’ 10. KNOW THE OUT OF STOCK ITEMS AND THEIR PROPER SUBSTITUTE  Don’t reuse unwrapped food such as crackers, rolls or bread. These foods can be easily contaminated by customers or servers.  Don’t reuse single service utensils made from plastic or wood. They’re impossible to sanitize completely.  Keep fresh plates and utensils at salad bar of other selfservice station. Customers must use a clean plate each time to prevent contamination food.  Keep condiments covered and in clean containers. Be sure each has serving utensils use only for that food.  Handle plates and bowls from bottom, flatware by handles. Don’t hook your thumb over edge of the bowls, plates, or glasses.  Prepare food as close to serving time as possible so there’s less time for germs to multiply.  Discard any damaged cutlery or crockery: remove and destroy cracked or chipped crockery or glassware. They are not only dangerous, but germs can hide in cracks or chips.  Keep the restaurant clean: pay particular attention to table surfaces and wash down after use.  Keep food contact surfaces clean:  Glasses and crockery should be washed, rinsed and polished before use  Make sure cutlery is spotless, with no fingerprints  All items are placed on the table should be regularly cleaned and polished.  Do not use napkins or table cloths to polish glasses or cutlery. Use a separate clean service cloth.  Store wash cutlery and crockery carefully.  Send any cutlery that falls on the floor during service to wash up and replace.  Remove unused cutlery and crockery from table, using tray or service plate.  Keep service cloth spotless. Do not use it for cleaning. Date Developed:

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MISE-EN-PLACE  Assemble the order. 1. Review the order and assemble all needed cutleries, glasses, linens and other equipment. 2. Place needed equipment/ supplies in a tray or room service trolley.  For beverage orders, use the bar tray and have coasters and paper napkins ready.  Check whether the required garnish for all the ingredients and juices are provided for.  For cocktails, place a stirrer/ have appropriate glasses ready. Fill the glass with ice if needed.  If there is an order of wine, provide wine basket or stand.  Have food covered, ready to be delivered to the guest.  Fill up the control sheet (see sample next page). This form will be used to monitor the movement of supplies and equipment so that losses can be easily traced.  Get a copy from the cashier.  Jot down all needed equipment on the sheet.  Insert the sheet at the tray fir the Captain’s reference when checking.  Pick up the food order garnish, sidings and accompaniments are provided from the kitchen.  Set up the food/ beverage o a tray if only a handful will be transported.  Use a trolley when there are several dishes and equipment that will be transported.  Use a trolley when there are several dishes and equipment that will be transported.  Captain shall check the mise-en-place. Pay attention the following.  Whether food tallies with the items specified in the guest check if all equipment that is specified in control sheet is available and in good condition whether the standard garnishing, siding, accompaniments are followed. MISE-EN-PLACE FOR BREAKFAST  For breakfast, a regular room service tray should be covered with a clean cloth. The necessary service materials are placed thereon. Double check every item that is placed on the tray and makes sure it is clean and well polished. Date Developed:

Document No. 02456 Issued by:

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Food and Beverage Services NC II

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1. For Continental Breakfast, the following items are necessary; One piece for each of the following; Breakfast plate Warm cup (kept in warmer until ready for service) Cup and saucer Spoon for the jam or marmalade Glass for ice water (should be filled, only 3/4full so that the water will not spill while being carried). Salt and pepper in shaker Coffee, sugar and cream in sachet Napkin Dessert plate The continental breakfast usually consists of: Coffee with 2 to 3 sachet of sugar per person (depending on local taste) butter, 2 sachet Bread and rolls, 2 per persons (assuming rolls are of small size) If a toast is specified, it must be wrapped in napkin (2 slices per order, cut in half) A piece of jam, if possible 2 choices, of one jam and one honey. 2. For an American breakfast, add necessary     

Table wares required for the individual order, sucha s knife and fork for meat and eggs. Spoon for the boiled eggs Medium-sized spoon for cereals,etc Salt and pepper placed in a shaker Beverage must be prepared as ordered. 1. Tea/Coffee must be served with pot of hot water. 2. Chocolate is usually placed in a pot with cover and with large creamer or 4 ounces of hot milk.

Date Developed:

Document No. 02456 Issued by:

February 2018

Food and Beverage Services NC II

Date Revised:

Developed by: Marilou Bitasolo

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Self- Check 5.1-1 True or False : Write T if the statement is true. F if the statement is false. Write your answers in a separate answer sheet. ______1. The Room Service department or section must work closely with the any of the departments inside the hotel. ______2. In a deluxe or 5 star hotel 24 hour room service is expected, while standard or economy class hotels limit room service operations until 6 óclock in the evening. ______3. Door knob menus should be hang on the door knob to be picked up by room service waiters in the evening or at about 3:00 AM. ______4. Room service order is taken by the captain or waiter. ______5. Room service orders are usually made through the telephone and received by a housekeeper. ______6. The telephone must be answered within 3 rings. ______7. It is not proper to address the guest by their name. ______8. The person receiving and answering the phone must have good telephone technique. ______9. The person answering the phone does not really need to have good knowledge of the room service menu. ______10. Room service orders are usually given thru mail.

Date Developed:

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Food and Beverage Services NC II

Date Revised:

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BIT International College Revision #

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ANSWER KEY 5.1-1 1.F 2.T 3.T 4.F 5. F 6.T 7.F 8. T 9. F 10. T

Date Developed:

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Food and Beverage Services NC II

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TASK SHEET 5.1-1 Title:

Take And Process Room Service Orders

Performance Objective: Given right equipment and supplies, you should be able to take and process guest orders in accordance with the industry standards within 80 hours. Supplies/Materials

: Room service menu, pen and order slip

Equipment

: Telephone

Steps/Procedure: 1. Get a pair/ partner and do a role-play in order taking (one takes the role as a hotel guest while the other will act as the room service order taker). 2. Answer the telephone on the 3rd ring using the proper phone etiquette. 3. Check name of customer and use same during interaction. 4. Apply up-selling techniques when appropriate. 5. Clarify, repeat and check details accurately. 6. Advise clients of approximate time of delivery. 7. Record guests orders according to establishment standards. 8. Relay or transfer guest orders promptly to appropriate section for preparation. Assessment Method:  Direct observation/ demonstration

Date Developed:

Document No. 02456 Issued by:

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Food and Beverage Services NC II

Date Revised:

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BIT International College Revision #

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Performance Criteria Checklist 5.1-1 CRITERIA Did you…. 1. Answer telephone call promptly and courageously in accordance with customer service standards? 2. Check guest’s name and use throughout the interaction? 3. Clarify, repeat and check details of orders with guests for accuracy? 4. Uses suggestive selling techniques?

YES

NO

5. Advise guests of approximate time of delivery? 6. Records and checks relevant information in accordance with establishment policy and procedures? 7. Interprets room service orders from doorknob dockets accurately? 8. Relay or transfer guest orders promptly to appropriate section for preparation?

LEARNING OUTCOME NO. 2 Set-Up Trays And Trolleys Contents: 1. Equipment and materials selection and set-up.

Assessment Criteria 2.1 2.2 2.3 2.4 2.5

Room service equipment and supplies are prepared in accordance with establishment procedures. Proper room service equipment and supplies are selected and checked for cleanliness and condition. Trays and trolleys are set up keeping in mind balance, safety and attractiveness. Room service trays or trolleys are set up according to the food and beverage ordered Orders are checked before leaving the kitchen for delivery. Date Developed:

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Food and Beverage Services NC II

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2.6 Food items are covered during transportation to the room.

Conditions The participants will have access to: Tools

Equipment

Butlers

Materials/ Supplies

Trolley

Pen and paper

Condiments

Hsnd towels

Cutlery

Beverages

Glassware

Assessment Method: 1. 2. 3. 4.

Interview (oral/ questionnaire) Observation Demonstration of Practical Skills Written examination

Information Sheet 5.2-1 PREPARATION AND SANITATION Learning Objectives: After reading the INFORMATION SHEET, you must be able to: 1. Discuss Food Service Sanitation 2. Expound the guidelines in Food Service Sanitation

Introduction Food Service Sanitation is simply keeping the food you serve free from pathogens and diseases so that you keep your customers healthy, Date Developed:

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Food and Beverage Services NC II

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thousands of people suffer each year from food poisoning. The symptoms may begin with a stomach ache, and if worst result to hospitalization and even death. But you can prevent these undesirable things from happening. Your actions determine whether the food you serve will be healthy and appealing or a serious source of illness. By following the guidelines for food service sanitation mentioned here, you can safeguard the food and people you serve.  Keep food hot or cold the entire time it’s waiting to be served (above 140 degrees Fahrenheit or below 45 degrees Fahrenheit). Harmful germs multiply quickly under the right conditions, & they favor temperatures between 45 degrees & 140 degrees Fahrenheit.  Keep hands out of food and off eating surfaces while cooking or serving. Don’t sample food with your fingers. Avoid putting your hands on food preparation areas such as cutting boards.  Don’t used edible ice for storage of juice, milk or other containers. Refrigerate containers to keep ice for drinks in a separate bin. Use a scooper to get ice.  Store serving utensils properly between servings: 

In food with handle out



Clean and dry



In running water

Date Developed:

Document No. 02456 Issued by:

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Food and Beverage Services NC II

Date Revised:

Developed by: Marilou Bitasolo

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BIT International College Revision #

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WORKSHEET

R O O M #

ZYNE HOTEL AND RESTAURANT FOOD AND BEVERAGE DEPARTMENT (Room Service Control Sheet) Date___________________ GUEST EQUIPMENT TIME TIME NAME ORD /SUPPLIES OF OF ER DELIVERED DELIVE PICK TO ROOM RY UP

F.A .

REMARK S

PRE-SET TRAY AND TROLLEY IN ROOM SERVICE Clean Service Trays:  Clean the In room dining area.  Wash trays in the dish room.  If the trays are corked-lined, rub the cord with lemon wedges to remove odors. Then let the tray stand for a few minutes before washing.  Spray trays with hot water to remove food residue.  Spray the trays with an approved sanitizing solution. Then stack them upside-down at right angles to allow them to air dry. Clean room service carts / trolley:  Remove all equipments and supplies from the carts.  Use a hand clean cloth and a sanitizing solution to wipe the carts, including the helves legs and wheels.  Polish the carts with a clean, dry cloth. 

Replace equipment and supplies.

Date Developed:

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Food and Beverage Services NC II

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

Report any squeaky wheels to maintenance staff members or stewards immediately, so they can fix the carts quickly.

Preset Trays and Carts/ Trolley  Organize and preset tary’s and trollet before the meal period begins.  Prepare the trays for service in the rooms: trays with basic set-up (for serving Continental breakfasts and light meals (for a maximum of 2 people).  Place tablecloths neatly over room service carts.  Prepare the trolleys for service in the rooms: trolleys with basic setup for serving American breakfasts and multi-course meals.  Items you place on the tray or cart include salt, pepper, ketchup sugar, artificial sweetener etc. Make sure each item is clean before placing it onto the cart or tray.  Wipe containers with a clean cloth if necessary.  Follow the tray and cart set-up charts to place items on trays and carts.  Clean the heating boxes and keep a few standby: all heating boxes are heated with electric power.  Replenish all condiments.  Prepare all the operating equipment and install it in the appropriate areas.  Chinaware, flatware, hollowware, glassware and linen must be sufficient in quantity and polished according to hotel policy and standards. Prepare the room-related VIP amenities:  Petit Four, House wine, fresh fruit platter cut or otherwise, a souvenir like a diary.  For a VVIP a full bar will be set up in the room.  Daily replenishment of all amenities should be done Preparing/ Assembling the Order Date Developed:

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Food and Beverage Services NC II

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BIT International College Revision #

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When the trays or trolleys have been checked to make sure that they correctly set-p, food and beverage items (when ready) should be collected promptly and in the right order, with the appropriate accompaniments. 1. After getting the order from the order taker and mise-en-pace preparation. The room service waiter or captain shall fill up the control sheet ( refer to sample to Room Service Control Sheet). This form will be used to monitor the movement of supplies and equipment so that losses can be easily traced.  Procure a copy from the cashier  List down all the needed equipment on the sheet  Insert the sheet on the tray for the Supervisor’s/ Captains reference when checking. Pick up the food order from the kitchen Room service Supervisor or captain shall check the mise-en-place or preparations. 2. 3.

Ensure completeness and pay attention to the following if:  All equipment that are indicated in the control sheet are available and in good condition.  Food tallies with the items specified in the guest check.  The standard garnish, accompaniments and sidings are provided for.

Date Developed:

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Food and Beverage Services NC II

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JOB SHEET _____ Title:

start with a verb

Performance Objective: Given (condition), ,you should be able to (performance) following (standard) within ___ hour/s. Supplies/Materials

:

Consumables

Equipment

:

Lifes Span

Steps/Procedure: 9. 10. 11. 12.

Assessment Method: Demonstration Observation Dili pwede direct observation

Date Developed:

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Food and Beverage Services NC II

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Performance Criteria Checklist ______ CRITERIA

YES

Did you…. 1.

NO

2. 3. 4. 5. 6. 7. 8. 9. 10. 11.

Date Developed:

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Food and Beverage Services NC II

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OPERATION SHEET _____ Title: start with a verb. Ex. Operate, perform Title: Performance Objective: Given (condition), ,you should be able to (performance) following (standard). SMART Supplies/Materials

:

Equipment

:

Steps/Procedure: 13. 14. 15. 16.

Assessment Method:

Date Developed:

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Food and Beverage Services NC II

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Performance Criteria Checklist ______ CRITERIA

YES

Did you…. 12.

NO

13. 14. 15. 16. 17. 18. 19. 20. 21. 22.

Date Developed:

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Food and Beverage Services NC II

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Your Gap

Ways in which evidence will be collected: [tick the column] The evidence must show that the trainee… CBC, assessment criteria; check the evidence guide from the TR and note the critical aspects of the competency

Written

Unit of competency:

Portfolio

Your qualification

Third party Report

Competency standard:

Observation & Questioning Demonstration & Questioning

Evidence Plan

Ch ec k

 Assessment Criteria( Reverse in present form of the verb) example Cleans             NOTE: *Critical aspects of competency (after the sentence)

Date Developed:

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Food and Beverage Services NC II

Date Revised:

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TABLE OF SPECIFICATION

Objectives/Content area/Topics

Knowledg e 10%

Comprehension 20%

# of items/ % of test

Applicatio n 70%

All the contents Copy paste the content.

TOTAL

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Food and Beverage Services NC II

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INSTITUTIONAL ASSESSMENT Written Test Qualification

:

Unit of Competency

:

Direction

:

Date Developed:

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Answer Key

Date Developed:

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Food and Beverage Services NC II

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Performance Test Task, Operation Sheet and Job Sheet Specific Instruction for the Candidate Qualification Unit of Competency

Provide Room Service

General Instructions: ex. page 230 PTS

Specific Instruction: Given the necessary materials, tools and equipment, you are required to perform the following tasks within _____ hours in accordance with the set performance criteria: All L.O

MATERIals Tools and Equipment Equipment

Tools (1 set each)

Materials

Description of assessment activity



Satisfactory performed

Not satisfactory The candidate: kuhaon sa specific instructions

YES

Date Developed:

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Food and Beverage Services NC II

Date Revised:

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NO

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Did the candidate’s overall performance meet the standard?



yes





No



Feedback to candidate: Candidate signature

Date:

Signature of Trainer

Date:

Date Developed:

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Food and Beverage Services NC II

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QUESTIONING TOOL (refer to Plan CBLM page 222) Questions to probe the candidate’s underpinning knowledge

Satisfactory response

Extension/Reflection Questions

Yes

No

1. must be (HOTS-)





2. Why,





3.





4. Safety Questions





5. How





6.





7.





8. Contingency Questions





9.





10.





11.





12.





Job Role/Environment Questions





13.





14.





15.





16.





Rules and Regulations





17.





18.





19.





20.





The candidate’s knowledge was:

underpinning  Satisfactory

Date Developed:

Document No. 02456 Issued by:

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Food and Beverage Services NC II

Date Revised:

Developed by: Marilou Bitasolo

 Not Satisfactory

N.

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Model Answer 1. 2. 3. 4. 5. 6. 7.

Date Developed:

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Food and Beverage Services NC II

Date Revised:

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Templates for Inventory of Training Resources refer to your TR Resources for presenting instruction 

Print Resources

As per TR

As per Inventory

Remarks

As per TR

As per Inventory

Remarks

CBLM



Non Print Resources

Resources for Skills ______________________________

practice

of

Competency

#1



Supplies and Materials

As per TR

As per Inventory

Remarks



Tools

As per TR

As per Inventory

Remarks



Equipment

As per TR

Date Developed: Date Revised:

Developed by: Marilou Bitasolo

Remarks

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Food and Beverage Services NC II

As per Inventory

N.

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Note: In the remarks section, remarks may include for repair, for replenishment, for reproduction, for maintenance etc.

Date Developed:

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Food and Beverage Services NC II

Date Revised:

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N.

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Facilitate Learning Session

Training Activity Matrix Training Activity (session plan)

Trainee

Facilities/To ols and Equipment

Prayer Recap of Activities

Venue (Workstatio n/ Area) Learners Resource area

All trainee s

Unfreezing Activities

Date & Time

Remarks

8:00 AM to 8:30 AM

Feedback of Training Rejoinder/Motivati on

(Specific Activities of each Trainee for the day here)

(List down all Facilities/Too ls and Equipment needed for the workstation and activities here)

Name of Workstation 1

Date Developed:

Document No. 02456 Issued by:

February 2018

Food and Beverage Services NC II

Date Revised:

Developed by: Marilou Bitasolo

observation s on the progress of each trainee for the day will be written here

N.

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(Specific Activities of each Trainee here)

(Specific Activities of each Trainee for the day here)

(Specific Activities of each Trainee for the day here)

(List down all Facilities/Too ls and Equipment needed for the workstation and activities here) (List down all Facilities/Too ls and Equipment needed for the workstation and activities here) (List down all Facilities/Too ls and Equipment needed for the workstation and activities here)

Date Developed: Date Revised:

Developed by: Marilou Bitasolo

Name of Workstation 3

observation s on the progress of each trainee for the day will be written here

Name of Workstation 4

observation s on the progress of each trainee for the day will be written here

Document No. 02456 Issued by:

February 2018

Food and Beverage Services NC II

Name of Workstation 2

observation s on the progress of each trainee for the day will be written here

N.

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Date Developed:

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February 2018

Food and Beverage Services NC II

Date Revised: Developed by: Marilou Bitasolo

N.

BIT International College Revision #

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Date Developed:

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February 2018

Food and Beverage Services NC II

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Minutes of the Meeting Focus Group Discussion Date: ________________________ Agenda: Competency-based Training Delivery Present: 1. 2. 3. 4.

____________ ____________ ____________ ____________ CBT Concerns

Discussions

Resolutions/Agreement

1. CBT Layout 2. Monitoring of Attendance 3. Utilization of work area 4. Orientation a. CBT b. Roles c. TR d. CBLM e. Facilities f. Evaluation system 5. RPL 6. Teaching methods and technique 7. Monitoring of learning activities a. Achievement chart b. Progress chart 8. Feedback 9. Slow learners 10. Other concerns

Training Evaluation Report Date Developed:

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Food and Beverage Services NC II

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1. Title of the Report 2. Executive summary 3. Rationale 4. Objectives 5. Methodology 6. Results and discussion This is the body of the report. parts:

It should contain the following

Data interpretation Data analysis Conclusion 7. Recommendation

Date Developed:

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Food and Beverage Services NC II

Date Revised:

Developed by: Marilou Bitasolo

N.

BIT International College Revision #

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Supervise Work-Based Learning

FORM 1.1 SELF-ASSESSMENT CHECK (Copy from you PLAN TRAINING SESSION) INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary data or information which is essential in planning training sessions. Please check the appropriate box of your answer to the questions below. CORE COMPETENCIES CAN I…?

YES NO

1.

2.

4.

Date Developed:

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Food and Beverage Services NC II

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CORE COMPETENCIES CAN I…?

YES NO

5.

6.

Date Developed:

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Food and Beverage Services NC II

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BIT International College Revision #

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Evidences/Proof of TRAINING SESSION)

Current

Competencies(Copy

from

you

PLAN

Form 1.2: Evidence of Current Competencies acquired related to Job/Occupation Current competencies

Proof/Evidence

Means of validating

Date Developed:

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Food and Beverage Services NC II

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Identifying Training Gaps From the accomplished Self-Assessment Check (Form 1.1) and the evidences of current competencies (Form 1.2), the Trainer will be able to identify what the training needs of the prospective trainee are. Form

1.3

Summary of Current Competencies Versus Required Competencies (Copy from you PLAN TRAINING SESSION)

Required Units of Competency/Learning Outcomes based on CBC

Current Competencies

Training Gaps/Requirements

Current Competencies

Training Gaps/Requirements

1.

Required Units of Competency/Learning Outcomes based on CBC 2.

3.

4.

Date Developed:

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Food and Beverage Services NC II

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Form No. 1.4: Training Needs (Copy from you PLAN TRAINING SESSION)

Gap

Module Title/Module of Instruction

Date Developed:

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Food and Beverage Services NC II

Date Revised:

Developed by: Marilou Bitasolo

Duration (hours)

N.

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TRAINING PLAN

Qualification: ____________________________ Pre-training activities ( 1-8) page 21 SWBL Trainees’ Training Requirements

Training Activity/Task

Mode of Training

Staff

Date Developed: Date Revised: Developed by: Marilou Bitasolo

Venue

Assessment Method

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Food and Beverage Services NC II

Facilities/Tools and Equipment

N.

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Date and Time

Sample MOA ; your institution and your industry partner (page 25, SWBL)

Date Developed:

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Food and Beverage Services NC II

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Technical Education and Skills Development Authority ___(your institution)___ TRAINEE’S RECORD BOOK

I.D. Trainee’s No._______________

NAME: __________________________________ QUALIFICATION:

_______

TRAINING DURATION :____________________________ TRAINER: __________________________________

Instructions: This Trainees’ Record Book (TRB) is intended to serve as record of all accomplishment/task/activities while undergoing training in the industry. It will eventually become evidence that can be submitted for portfolio assessment and for whatever purpose it will serve you. It is therefore important that all its contents are viably entered by both the trainees and instructor. The Trainees’ Record Book contains all the required competencies in your chosen qualification. All you have to do is to fill in the column “Task Required” and “Date Accomplished” with all the activities in accordance with the training program and to be taken up in the school and with the guidance of the instructor. The instructor will likewise indicate his/her remarks on the “Instructors Remarks” column regarding the outcome of the task accomplished by the trainees. Be sure that the trainee will personally accomplish the task and confirmed by the instructor. 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. 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!

Date Developed:

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Food and Beverage Services NC II

Date Revised: Developed by: Marilou Bitasolo

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NOTES: _______________________________________________________ ______________________________________________________ _______________________________________________________ _______________________________________________________ _______________________________________________________ _______________________________________________________ _______________________________________________________ _______________________________________________________ _______________________________________________________ _______________________________________________________ _______________________________________________________ _______________________________________________________ _______________________________________________________ _______________________________________________________ _______________________________________________________

Date Developed:

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Food and Beverage Services NC II

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Unit of Competency: 1__________________

Unit of Competency: 2 _________________________

Your qualification Learning Outcome

Task/ Activity Required

Your qualification Date Instructors Accomplished Remarks

Learning Outcome

 __________________

______________

Trainee’s Signature

Trainer’s Signature

Task/ Activity Required

____________________

________________

Trainee’s Signature

Date Developed: Date Revised: Developed by: Marilou Bitasolo

Trainer’s Signature

Document No. 02456 Issued by:

February 2018

Food and Beverage Services NC II

Date Instructors Accomplished Remarks

N.

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Unit of Competency: 3 __________________________

Unit of Competency: 4 ____________________________ Your qualification

Your qualification Learning Outcome

Task/ Activity Required

_____________________ Trainee’s Signature

Date Instructors Accomplished Remarks

Learning Outcome

Task/ Activity Required

Date Accomplished

Instructor s Remarks

________________ Trainer’s Signature

_____________________ Trainee’s Signature

________________ Trainer’s Signature

Unit of Competency: 5_____________________ Date Developed:

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Food and Beverage Services NC II

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NC Level I Learning Outcome

Task/ Activity Date Instructors Required Accomplished Remarks

______________________ Trainee’s Signature

________________ Trainer’s Signature

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TRAINEE’S PROGRESS SHEET Name

: JUAN DELA CRUZ

Trainer

:

Qualification

:

Nominal Duration

:

Units of Competency

Training Activity

Training Duration

Date Started

Date Finished

Rating

Trainee’s Initial

Supervisor’s Initial

Total Note: The trainee and the supervisor must have a copy of this form. The column for rating maybe used either by giving a numerical rating or simply indicating competent or not yet competent. For purposes of analysis, you may require industry supervisors to give a numerical rating for the performance of your trainees. Please take note however that in TESDA, we do not use numerical ratings

Date Developed:

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Food and Beverage Services NC II

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Training Session Evaluation Instructions: This post-training evaluation instrument is intended to measure how satisfactorily your trainer has done his job during the whole duration of your training. Please give your honest rating by checking on the corresponding cell of your response. Your answers will be treated with utmost confidentiality. TRAINER/INSTRUCTOR 1

2

3

4

Name of Trainer: ____________________________ 1. Orients trainees about CBT, the use of CBLM and the evaluation system 2. Discusses clearly the unit of competencies and outcomes to be attained at the start of every module 3. Exhibits mastery of the subject/course he is teaching 4. Motivates and elicits active participation from the students or trainees 5. Keeps records of evidence/s of competency attainment of each student/trainees 6. Instill value of safety and orderliness in the classrooms and workshops 7. Instills the value of teamwork and positive work values 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18.

Instills good grooming Instills value of time Quality of voice while teaching Clarity of language/dialect used in teaching Provides extra attention to trainees and students with specific learning needs. Attends classes regularly and promptly Shows energy and enthusiasm while teaching Maximizes use of training supplies and materials Dresses appropriately Shows empathy Demonstrates self-control

Date Developed: Date Revised:

Developed by: Marilou Bitasolo

√ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √

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5

N.

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This post-training evaluation instrument is intended to measure how satisfactorily your trainer prepared and facilitated your training. Please give your honest rating by checking on the corresponding cell of your response. Your answers will be treated with utmost confidentiality. Use the following rating scales: 5 - Outstanding 4 - Very Good/Very Satisfactory 3 – Good/Adequate 2 – Fair/Satisfactory 1 – Poor/Unsatisfactory PREPARATION

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1. Workshop layout conforms with the components of a CBT workshop 2. Number of CBLM is sufficient 3. Objectives of every training session is well explained 4. Expected activities/outputs are clarified DESIGN AND DELIVERY 1. Course contents are sufficient to attain objectives 2. CBLM are logically organized and presented 3. Information Sheet are comprehensive in providing the required knowledge 4. Examples, illustrations and demonstrations help you learn 5. Practice exercises like Task/Job Sheets are sufficient to learn required skills 6. Valuable knowledge are learned through the contents of the course 7. Training Methodologies are effective 8. Assessment Methods and evaluation system are suitable for the trainees and the competency 9. Recording of achievements and competencies acquired is prompt and comprehensive 10. Feedback about the performance of learners are given immediately TRAINING FACILITIES/RESOURCES Date Developed:

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1. Training Resources are adequate 2. Training Venue is conducive and appropriate 3. Equipment, supplies, and materials are sufficient 4. Equipment, Supplies and Materials are suitable and appropriate 5. Promptness in providing Supplies and Materials SUPPORT STAFF

1

2

3

4

5

1. Support Staff are accommodating

Comments/Suggestions: Fill -up

SUPERVISED INDUSTRY TRAINING OR ON-THE-JOB Date Developed:

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TRAINING EVALUATION FORM Dear Trainees: The following questionnaire is designed to evaluate the effectiveness of the Supervised Industry Training (SIT) or On-the-Job Training (OJT) you had with the Industry Partner of ________________________. Please check (√) the appropriate box corresponding to your rating for each question asked. The results of this evaluation shall serve as a basis for improving the design and management of the SIT in SICAT to maximize the benefits of the said Program. Thank you for your cooperation. Use the following rating scales: 5 - Outstanding 4 - Very Good/Very Satisfactory 3 – Good/Adequate 2 – Fair/Satisfactory 1 – Poor/Unsatisfactory Item No.

1

2

RATING

Question INSTITUTIONAL EVALUATION Has (your institution) conducted an orientation about the SIT/OJT program, the requirements and preparations needed and its expectations?

1

2

3

4 5

N/A

Has (your institution) provided the necessary assistance such as referrals or recommendations in finding the company for your OJT?

3

Has (your institution) showed coordination with (industry partner) in the design and supervision of your SIT/OJT?

4

Has your in-school training adequate to undertake (industry partner) assignment and its challenges?

5

Has (your institution) monitored your progress in the Industry?

6

Has the supervision been effective Date Developed:

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in achieving your OJT objectives and providing feedbacks when necessary? 7

Did (your institution) conduct assessment of your SIT/OJT program upon completion?

8

Were you provided with the results of the (industry partner) and (your institution) assessment of your OJT?

Comments/Suggestions: FILL UP Item No.

1

RATING

Question INDUSTRY PARTNER Was (industry partner) appropriate for your type of training required and/or desired?

2

Has (industry partner) designed the training to meet your objectives and expectations?

3

Has (industry partner) showed coordination with (your institution) in the design and supervision of the SIT/OJT?

4

Has (industry partner) and its staff welcomed you and treated you with respect and understanding?

5

Has (industry partner) facilitated the training, including the provision of the necessary resources such as facilities and equipment needed to achieve your OJT objectives?

6

Has (industry partner) assigned a supervisor to oversee your work or training?

7

Was the supervisor effective in supervising you through regular meetings, consultations and

1

Date Developed: Date Revised:

Developed by: Marilou Bitasolo

3

4 5

N/A

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advise?

8

Has the training provided you with the necessary technical and administrative exposure of real world problems and practices?

9

Has the training program allowed you to develop self-confidence, self-motivation and positive attitude towards work?

10

Has the experience improved your personal skills and human relations?

11

Are you satisfied with your training in the industry?

Comments/Suggestions: FILL UP

Signature: ________________

Qualification: ________________________

Printed Name: __________________ Supervisor: _______________________ Host Industry Partner:

Instructor:

_________________________________

___________________________________

Period of Training: _______________________________________________

Date Developed:

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Program Evaluation Interpretation and Analysis How to compute the average or the mean: 1. Add the points per item per rater 2. Divide the sum by the total number of raters Example: RATER Rater Rater Rater Rater Rater

Rating for Item 1 3 4 5 2 4

A B C D E

Total points = Number of Raters = Computing for the Average or Mean

Rating for Item 2

18 5 Total Points

Average = Number of Rater 18 Average = ______________ 5 Average =

3.6

Range: 0.00 1.50 2.50 3.50 4.50

- 1.49 = Poor/Unsatisfactory – 2.49 = Fair/ Adequate – 3.49 = Good/Satisfactory – 4.49 = Very Good/Very Satisfactory – 5.00 = Outstanding

Rater A PREPARATION

1 Date Developed: Date Revised:

Developed by: Marilou Bitasolo

3

4

5

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1. Workshop layout conforms with the components of a CBT workshop

X

2. Number of CBLM is sufficient

X

3. Objectives of every training session is well explained

X

4. Expected activities/outputs are clarified

X

Rater B PREPARATION

1

2

3

4

1. Workshop layout conforms with the components of a CBT workshop

X

2. Number of CBLM is sufficient

X

3. Objectives of every training session is well explained

X

4. Expected activities/outputs are clarified

X

5

Rater C PREPARATION

1

2

3

4

5

1. Workshop layout conforms with the components of a CBT workshop

X

2. Number of CBLM is sufficient

X

3. Objectives of every training session is well explained

X

4. Expected activities/outputs are clarified

X

Rater D PREPARATION 1. Workshop layout conforms with the components of a CBT workshop 2. Number of CBLM is sufficient 3. Objectives of every training session is well explained 4. Expected activities/outputs are clarified Rater E PREPARATION 1. Workshop layout conforms with the components of a CBT workshop 2. Number of CBLM is sufficient Date Developed: Date Revised:

Developed by: Marilou Bitasolo

2

3

4

5 X X

X X 1

2

3

4

5

X X

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3. Objectives of every training session is well explained 4. Expected activities/outputs are clarified

X X

Summary of Ratings RATER Rater A Rater B Rater C Rater D Rater E TOTAL

Rating for Item 1 4 4 5 5 4 22

Rating for Item 2 4 4 5 5 4 22

Rating for Item 3 4 4 4 4 4 20

Rating for Item 4 4 4 5 5 4 22

Average Rating PREPARATION 1. Workshop layout conforms with the components of a CBT workshop

Average 4.4

2. Number of CBLM is sufficient

4.4

3. Objectives of every training session is well explained

4

4. Expected activities/outputs are clarified General Average

4.4 4.3

Range: 0.00 1.50 2.50 3.50 4.50

- 1.49 = Poor/Unsatisfactory – 2.49 = Fair/ Adequate – 3.49 = Good/Satisfactory – 4.49 = Very Good/Very Satisfactory – 5.00 = Outstanding

General Interpretation: Based on the results, the supervised-industry training was very good/very satisfactory having attained a 4.3 average on the preparation aspect. It is evident that the program was well-prepared and that the trainees were equipped with the necessary information and guidance on how to go about with the program. Recommendation/s: Though it is clear that the preparation was done well, there is still a room for improvement especially on the aspects that were not outstanding. I is Date Developed:

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still recommended that the institution through the trainer conduct further enhancement on how to prepare the trainees for on-the-job training. It may also be good to review the methodologies of the preparation and institute some changes in order to achieve an outstanding rating.

Maintain Training Facilities

Date Developed:

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WORKSHOP LAYOUT

Date Developed:

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OPERATIONAL PROCEDURE Equipment Type Equipment Code Location Operation Procedure:

Date Developed:

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HOUSEKEEPING SCHEDULE Station/Bld g

Qualificati on Area/Sect ion In-Charge ACTIVITIES (Based on your qualification)

Responsi ble Person

Welding (WAF)

Schedule for the 2nd Semester, 2011 Dai Eve Wee Ever Mon Rema ly ry kly y thly rks oth 15th er Day Day

1. Clean and check welding equipment/ accessories from dust and oil; dry and properly laidout/ secured/stable 2. Clean and free welding booths and welding positioners from dust/rust /gums, used Mig wire stubs and metal scraps 3. Clean and arrange working tables according to floor plan/layout; check stability 4. Clean and check floor, walls, windows, ceilings • graffiti/dust/r ust • cobwebs and outdated/unne Date Developed:

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cessary objects/items • obstructions • any used materials/scra ps (slugs, stubs) spilled liquid • open cracks (floor) 5. Clean and check work shop ventilation and illumination by dusting lamps/bulbs, replacing nonfunctional lamps and keeping exhaust clean 6. Clean and check computer set monitor, CPU, keyboards, mouse – free, unnecessary markings, dust; cables and plugs are in order; wellarranged; all items functional 7. Clean, inspect air conditioning equipment: • keep screen and filter free from dust/rust • Check selector knobs if in normal positions and are functional • Check if drainage is OK Date Developed:

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8. Clean, check and maintain Tool Room • Free of dust, not damp • Tools in appropriate positions/locati ons • With visible labels/signage • Logbook and forms are complete, in order and updated • Lights, ventilation – OK 10. Clean and check Rest Room • Urinals, bowls, wash basins, walls and partitions are free from stains, dirt, oils, graffiti and unnecessary objects; • Ceilings free from cobwebs and dangling items • Floor is kept dry; no broken tiles or protruding objects • Equipped with dipper and pails; properly located after Date Developed:

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use • Water systems is functional: no dripping/dama ged faucets or pipes • Drainage system is working, no water-clogged areas • No offensive odor • Lights /Ventilation – OK 9. Clean and check wash area: • Walls/Floors- – free from oils, molds, broken tiles, gums, stains or graffiti • Drainage system is functional • Water system functional; no dripping faucets or leaking pipes • Free from unnecessary objects (mops, rags) 10. Clean and maintain work shop surroundings by sweeping/ removing fallen leaves, branches, Date Developed:

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Food and Beverage Services NC II

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debris and other refuse, impounded water, clearing pathways of obstructions 11. Disposal of waste materials (Follow waste segregation system)

__________ WORKSHOP HOUSEKEEPING SCHEDULE (Based on your qualification) Date Developed:

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DAILY TASK

YES

NO

YES

NO

YES

NO

Dispose segregated waste; clean garbage cans Sweep floors; if wet, wipe dry Wipe and clean whiteboards Clean and arrange working tables Clean and check mounting of machines/equipment Before leaving, collect stubs and other welding wastes. WEEKLY TASK Clean posters, visual accomplishment/Progress Charts

aids

and

update

Clean bulbs/lamps/ceilings/walls Clean/Wash of windows/glasses/mirrors Clean and check tools, machines, supplies, materials Sanitize garbage receptacles Empty water collector; clean body of Water Dispenser MONTHLY TASK Conduct inventory Clean and arrange tool room Inspect electrical system; clean cables, wires Clean instructional materials & modules; arrange and put in order Inspect and clean air-conditioning equipment filter; clean body

Date Developed:

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____________ EQUIPMENT MAINTENANCE SCHEDULE* 8 HOURS •

50 Hours

100 HOURS • 



Date Developed:

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EQUIPMENT MAINTENANCE SCHEDULE EQUIPMENT TYPE EQUIPMENT CODE LOCATION Schedule for the Month of _______ ACTIVITIES (Based on your qualification)

MANPO WER

Dai ly

Ever y Othe r Day

Weekl y

Eve ry 15t h Day

Mont hly

Remark s

1. Check panel board, and circuit breakers’ electrical connections, cables and outlets 

Clean and kept dry  Parts are wellsecured/atta ched  Properly labeled 2. Check Mig gun (nozzle, contact tip, diffuser) and ground cable:  



Clean and kept dry Parts are wellsecured/ attached Inspect for damages and replace parts Date Developed:

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if necessary

3. Check adjustment lever’s if functional (amperages/sp eed); if not, calibrate 4. Check Gas cylinder outfit for any abnormality  

Gate valve Co2 regulator  Gas hose Fittings  Fittings 5. Check/Clean wire feeder (rollers, wire speed/spool adjustment); remove used oil, dust; keep dry. 6. Run the equipment for 5 minutes and observe for unusual noise or abnormal operation; if repair is necessary, send to technician.

Date Developed:

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WORKSHOP INSPECTION CHECKLIST Qualification Area/Section YES

In-Charge

NO

INSPECTION ITEMS 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

11. 12. Remarks: Inspected by:

Date: Date Developed:

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EQUIPMENT MAINTENANCE INSPECTION CHECKLIST Equipment Type : Property Code/Number : Location : YES NO

INSPECTION ITEMS

Remarks: Inspected by:

Date:

Purchase Request

Indicate the amount and purpose Date Developed:

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UTILIZE ELECTRONIC MEDIA

Powerpoint presentation Trainee’s Orientation Date Developed:

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Qualification: description Basic, common, core competencies Number of hours A person who has achieved this qualification is qualified to be: ________________-

What is CBT CBT Principles ( 1-10) Roles of the trainer and the trainee Monitoring Tools ( achievement chart, progress chart, trainee’s record book) Assessment methods: demonstration

oral questioning, portfolio, written exam,

9 Areas in the CBT workshop

Date Developed:

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Food and Beverage Services NC II

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