Tr f and b Services Nc II (3)

7/31/2019 Tr f and b Services Nc II (3)

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FOOD AND BEVERAGE

SERVICES NC II

TOURISM SECTOR(HOTEL AND RESTAURANT)

TECHNICAL EDUCATION AND SKILLS DEVELOPMENTAUTHORITY

East Service Road, South Superhighway, Taguig City, Metro Manila


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TABLE OF CONTENTS

TOURISM SECTOR(HOTEL AND RESTAURANT)

SECTION 1 FOOD AND BEVERAGE SERVICES NC IIQUALIFICATION 1

SECTION 2 COMPETENCY STANDARDS

Basic Competencies 2 -16

Common Competencies 17 -34

Core Competencies 35 -52

SECTION 3 TRAINING STANDARDS

3.1 Curriculum Design 53 - 653.2 Training Delivery 66 - 673.3 Trainee Entry Requirements 673.4 List of Tools, Equipment and Materials 67- 693.5 Training Facilities 703.6 Trainers Qualifications 703.7 Institutional Assessment 70

SECTION 4 NATIONAL ASSESSMENT AND CERTIFICATIONARRANGEMENTS 71

COMPETENCY MAP 72

DEFINITION OF TERMS 73 - 74

ACKNOWLEDGEMENTS 75 - 76


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TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

TRAINING REGULATIONS FOR

FOOD AND BEVERAGE SERVICES NC II

SECTION 1 FOOD AND BEVERAGE SERVICES NC II QUALIFICATION

The FOOD AND BEVERAGE SERVICES NC II Qualification consists ofcompetencies that a person must achieve to provide food and beverage service toguests in hotels, motels, restaurants, clubs, canteens, resorts and luxury liners.

This Qualification is packaged from the competency map of the TourismSector (Hotel and Restaurant) as shown in Annex A

The Units of Competency comprising this Qualification includes the following:

CODE NO. BASIC COMPETENCIES

500311105 Participate in workplace communication500311106 Work in a team environment500311107 Practice career professionalism

500311108 Practice occupational health and safety procedures

CODE NO. COMMON COMPETENCIES

TRS311201 Develop and update industry knowledgeTRS311202 Observe workplace hygiene proceduresTRS311203 Perform computer operationsTRS311204 Perform workplace and safety practicesTRS311205 Provide effective customer service

CODE NO. CORE COMPETENCIES

TRS512316 Provide Link Between Kitchen and Service AreaTRS512317 Provide Food and Beverage ServiceTRS512318 Provide Room ServiceTRS512321 Develop and Update Food and Beverage Knowledge

A person who has achieved this Qualification is competent to be a:

Busboy(Commis de Rang) Waiter(Chef de Rang/Demi Chef de Rang) Food Attendant

___________________________________________________________________________________________________TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005 3


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Food Server

SECTION 2 COMPETENCY STANDARDS

This section details the contents of the basic, common and core units ofcompetency required in FOOD AND BEVERAGE SERVICES NC II.

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

UNIT CODE : 500311105

UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudesrequired to gather, interpret and convey information inresponse to workplace requirements.

ELEMENTPERFORMANCE CRITERIA

Italicizedterms are elaborated in the Range of Variables

1. Obtain and conveyworkplace

information

1.1 Specific and relevant information is accessed fromappropriate sources

1.2 Effective questioning , active listening and speakingskills are used to gather and convey information1.3 Appropriate medium is used to transfer information and

ideas1.4 Appropriate non- verbal communication is used1.5 Appropriate lines of communicationwith supervisors

and colleagues are identified and followed1.6 Defined workplace procedures for the location and

storage of information are used1.7 Personal interaction is carried out clearly and concisely

2. Participate in

workplace meetingsand discussions

2.1 Team meetings are attended on time

2.2 Own opinions are clearly expressed and those ofothers are listened to without interruption

2.3 Meeting inputs are consistent with the meeting purposeand establishedprotocols

2.4 Workplace interactions are conducted in a courteousmanner

2.5 Questions about simple routine workplace proceduresand maters concerning working conditions ofemployment are asked and responded to

2.6 Meetings outcomes are interpreted and implemented



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3. Complete relevant

work relateddocuments

3.1 Range offorms relating to conditions of employment

are completed accurately and legibly3.2 Workplace data is recorded on standard workplace

forms and documents3.3 Basic mathematical processesare used for routine

calculations3.4 Errors in recording information on forms/ documents

are identified and properly acted upon3.5 Reporting requirements to supervisor are completed

according to organizational guidelines



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RANGE OF VARIABLES

VARIABLE RANGE1. Appropriate sources Team members

Suppliers

Trade personnel

Local government

Industry bodies

2. Medium Memorandum

Circular

Notice

Information discussion

Follow-up or verbal instructions

Face to face communication

3. Storage Manual filing system

Computer-based filing system

4. Forms Personnel forms, telephone message forms,safety reports

5. Workplace interactions Face to face

Telephone

Electronic and two way radio

Written including electronic, memos, instructionand forms, non-verbal including gestures, signals, signsand diagrams

6. Protocols Observing meeting

Compliance with meeting decisions

Obeying meeting instructions



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EVIDENCE GUIDE

1. Critical aspects ofCompetency

Assessment requires evidence that the candidate:

1.1. Prepared written communication following standardformat of the organization

1.2. Accessed information using communicationequipment

1.3. Made use of relevant terms as an aid to transferinformation effectively

1.4. Conveyed information effectively adopting theformal or informal communication

2. UnderpinningKnowledge and

Attitudes

2.1. Effective communication2.2. Different modes of communication2.3. Written communication2.4. Organizational policies2.5. Communication procedures and systems2.6. Technology relevant to the enterprise and the

individuals work responsibilities

3. Underpinning Skills3.1. Follow simple spoken language3.2. Perform routine workplace duties following simple

written notices3.3. Participate in workplace meetings and discussions3.4. Complete work related documents3.5. Estimate, calculate and record routine workplace

measures3.6. Basic mathematical processes of addition,

subtraction, division and multiplication3.7. Ability to relate to people of social range in the

workplace3.8. Gather and provide information in response to

workplace requirements

4. ResourceImplications

4.1. Fax machine4.2. Telephone4.3. Writing materials

4.4. Internet

5. Methods ofAssessment

5.1. Direct Observation5.2. Oral interview and written test

6. Context ofAssessment

6.1. Competency may be assessed individually in the actualworkplace or through accredited institution



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UNIT OF COMPETENCY: WORK IN TEAM ENVIRONMENT

UNIT CODE : 500311106

UNIT DESCRIPTOR : This unit covers the skills, knowledge and attitudes toidentify role and responsibility as a member of a team.



1. Describe team roleand scope

1.1. The role and objective of the team is identified fromavailable sources of information

1.2. Team parameters, reporting relationships andresponsibilities are identified from team discussionsand appropriate external sources

2. Identify own roleand responsibilitywithin team

2.1. Individual role and responsibilities within the teamenvironment are identified

2.2. Roles and responsibility of other team members areidentified and recognized

2.3. Reporting relationships within team and external toteam are identified

3. Work as a teammember

3.1. Effective and appropriate forms of communicationsused and interactions undertaken with team members

who contribute to known team activities and objectives

3.2. Effective and appropriate contributions made tocomplement team activities and objectives, based onindividual skills and competencies and workplacecontext

3.3. Observed protocols in reporting using standardoperating procedures

3.4. Contribute to the development of team work plansbased on an understanding of teams role and

objectives and individual competencies of themembers.



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RANGE OF VARIABLES

VARIABLE RANGE

1. Role andobjective ofteam

1.1. Work activities in a team environment withenterprise or specific sector

1.2. Limited discretion, initiative and judgement maybedemonstrated on the job, either individually or in a teamenvironment

2. Sources ofinformation

2.1. Standard operating and/or other workplaceprocedures

2.2. Job procedures2.3. Machine/equipment manufacturers specifications

and instructions

2.4. Organizational or external personnel

2.5. Client/supplier instructions

2.6. Quality standards

2.7. OHS and environmental standards

3. Workplacecontext

3.1. Work procedures and practices

3.2. Conditions of work environments

3.3. Legislation and industrial agreements

3.4. Standard work practice including the storage, safehandling and disposal of chemicals

3.5. Safety, environmental, housekeeping and qualityguidelines



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EVIDENCE GUIDE

1. Criticalaspects ofCompetency

Assessment requires evidence that the candidate:

1.1. Operated in a team to complete workplace activity

1.2. Worked effectively with others

1.3. Conveyed information in written or oral form

1.4. Selected and used appropriate workplace language

1.5. Followed designated work plan for the job

1.6. Reported outcomes

2. Underpinning

Knowledgeand Attitude

2.1. Communication process

2.2. Team structure

2.3. Team roles

2.4. Group planning and decision making

3. UnderpinningSkills

3.1. Communicate appropriately, consistent with the cultureof the workplace


The following resources MUST be provided:

4.1. Access to relevant workplace or appropriately

simulated environment where assessment can takeplace

4.2. Materials relevant to the proposed activity or tasks


Competency may be assessed through:

5.1. Observation of the individual member in relation to thework activities of the group

5.2. Observation of simulation and or role play involving theparticipation of individual member to the attainment oforganizational goal

5.3. Case studies and scenarios as a basis for discussion ofissues and strategies in teamwork

6. Context forAssessment

6.1. Competency may be assessed in workplace or in asimulated workplace setting

6.2. Assessment shall be observed while task are beingundertaken whether individually or in group



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UNIT OF COMPETENCY: PRACTICE CAREER PROFESSIONALISM

UNIT CODE : 500311107

UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes inpromoting career growth and advancement.



1. Integrate

personal objectives

with organizational

goals

1.1 Personal growth and work plans are pursued

towards improving the qualifications set for the

profession

1.2 Intra- and interpersonal relationships are maintained

in the course of managing oneself based on

performance evaluation

1.3 Commitment to the organization and its goal is

demonstrated in the performance of duties

2. Set and meet work

priorities

2.1 Competing demands are prioritized to achieve

personal, team and organizational goals and objectives.

2.2 Resources are utilized efficiently and effectively to

manage work priorities and commitments

2.3 Practices along economic use and maintenance of

equipment and facilities are followed as per

established procedures

3. Maintain

professional growth

and development

3.1 Trainings and career opportunities are identified

and availed of based on job requirements

3.2 Recognitions are sought/received and

demonstrated as proof of career advancement3.3 Licenses and/or certifications relevant to job and

career are obtained and renewed



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RANGE OF VARIABLES

VARIABLE RANGE

1. Evaluation 1.1 Performance Appraisal1.2 Psychological Profile

1.3 Aptitude Tests

2. Resources 2.1 Human2.2 Financial2.3 Technology

2.3.1 Hardware

2.3.2 Software

3. Trainings and careeropportunities

3.1 Participation in training programs3.1.1 Technical3.1.2 Supervisory3.1.3 Managerial3.1.4 Continuing Education

3.2 Serving as Resource Persons in conferences andworkshops

4. Recognitions 4.1 Recommendations4.2 Citations4.3 Certificate of Appreciations4.4 Commendations4.5 Awards

4.6 Tangible and Intangible Rewards

5. Licenses and/orcertifications

5.1 National Certificates5.2 Certificate of Competency5.3 Support Level Licenses5.4 Professional Licenses



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EVIDENCE GUIDE


Assessment requires evidence that the candidate:1.1 Attained job targets within key result areas (KRAs)

1.2 Maintained intra - and interpersonal relationship in thecourse of managing oneself based on performanceevaluation

1.3 Completed trainings and career opportunities which arebased on the requirements of the industries

1.4 Acquired and maintained licenses and/or certificationsaccording to the requirement of the qualification

2. UnderpinningKnowledge

2.1 Work values and ethics (Code of Conduct, Code of Ethics,etc.)

2.2 Company policies

2.3 Company operations, procedures and standards2.4 Fundamental rights at work including gender sensitivity2.5 Personal hygiene practices


3.1 Appropriate practice of personal hygiene3.2 Intra and Interpersonal skills3.3 Communication skills


The following resources MUST be provided:4.1 Workplace or assessment location

4.2 Case studies/scenarios


Competency may be assessed through:5.1 Portfolio Assessment5.2 Interview5.3 Simulation/Role-plays5.4 Observation5.5 Third Party Reports5.6 Exams and Tests

6. Context of

Assessment

6.1 Competency may be assessed in the work place or in a

simulated work place setting



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UNIT OF COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND SAFETYPROCEDURES

UNIT CODE : 500311108

UNIT DESCRIPTOR : This unit covers the outcomes required to comply withregulatory and organizationalrequirements for occupationalhealth and safety.



1. Identify hazards andrisks

1.1 Safety regulations and workplace safety andhazardcontrol practices and procedures are clarified andexplained based on organization procedures

1.2 Hazards/risks in the workplace and their

corresponding indicators are identified to minimize oreliminate risk to co-workers, workplace andenvironment in accordance with organizationprocedures

1.3 Contingency measures during workplace accidents,fire and other emergencies are recognized andestablished in accordance with organizationprocedures

2. Evaluate hazards andrisks

2.1 Terms of maximum tolerable limits which when

exceeded will result in harm or damage are identifiedbased on threshold limit values (TLV)

2.2 Effects of the hazards are determined

2.3 OHS issues and/or concerns and identified safety

hazards are reported to designated personnel in

accordance with workplace requirements and relevant

workplace OHS legislation



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3. Control hazards andrisks

3.1 Occupational Health and Safety (OHS) proceduresfor controlling hazards/risks in workplace areconsistently followed

3.2 Procedures for dealing with workplace accidents, fireand emergencies are followed in accordance withorganization OHS policies

3.3 Personal protective equipment (PPE) is correctlyused in accordance with organization OHSprocedures and practices

3.4 Appropriate assistance is provided in the event of aworkplace emergency in accordance with

established organization protocol

4. Maintain OHSawareness

4.1 Emergency-related drills and trainings areparticipated in as per established organizationguidelines and procedures

4.2 OHS personal records are completed and updatedin accordance with workplace requirements



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RANGE OF VARIABLES

VARIABLE RANGE

1. Safety regulations May include but are not limited to:1.1 Clean Air Act1.2 Building code1.3 National Electrical and Fire Safety Codes1.4 Waste management statutes and rules1.5 Philippine Occupational Safety and Health Standards1.6 DOLE regulations on safety legal requirements1.7 ECC regulations

2. Hazards/Risks May include but are not limited to:

2.1 Physical hazards impact, illumination, pressure, noise,vibration, temperature, radiation

2.2 Biological hazards- bacteria, viruses, plants, parasites,mites, molds, fungi, insects

2.3 Chemical hazards dusts, fibers, mists, fumes, smoke,gasses, vapors

2.4 Ergonomics

2.4.1 Psychological factors over exertion/ excessive

force, awkward/static positions, fatigue, direct

pressure, varying metabolic cycles

2.4.2 Physiological factors monotony, personal

relationship, work out cycle

3. Contingencymeasures

May include but are not limited to:3.1 Evacuation3.2 Isolation3.3 Decontamination3.4 Calling emergency personnel

4. PPE May include but are not limited to:4.1 Mask4.2 Gloves

4.3 Goggles4.4 Hair Net/cap/bonnet4.5 Face mask/shield4.6 Ear muffs4.7 Apron/Gown/coverall/jump suit4.8 Anti-static suits



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VARIABLE RANGE

5. Emergency-relateddrills and training

5.1 Fire drill5.2 Earthquake drill5.3 Basic life support/CPR5.4 First aid5.5 Spillage control5.6 Decontamination of chemical and toxic5.7 Disaster preparedness/management

6. OHS personal

records

6.1 Medical/Health records

6.2 Incident reports6.3 Accident reports6.4 OHS-related training completed



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EVIDENCE GUIDE


Assessment requires evidence that the candidate:1.1 Explainedclearly established workplace safety andhazard

control practices and procedures

1.2 Identified hazards/risks in the workplace and itscorresponding indicators in accordance with companyprocedures

1.3 Recognized contingency measures during workplaceaccidents, fire and other emergencies

1.4 Identified terms of maximum tolerable limits based onthreshold limit value- TLV.

1.5 Followed Occupational Health and Safety (OHS)procedures for controlling hazards/risks in workplace

1.6 Used Personal Protective Equipment (PPE) in accordancewith company OHS procedures and practices

1.7 Completed and updated OHS personal records inaccordance with workplace requirements


2.1 OHS procedures and practices and regulations2.2 PPE types and uses2.3 Personal hygiene practices2.4 Hazards/risks identification and control2.5 Threshold Limit Value -TLV2.6 OHS indicators2.7 Organization safety and health protocol2.8 Safety consciousness2.9 Health consciousness


3.1 Practice of personal hygiene3.2 Hazards/risks identification and control skills3.3 Interpersonal skills3.4 Communication skills


The following resources must be provided:4.1 Workplace or assessment location4.2 OHS personal records4.3 PPE4.4 Health records

5. Methods of

Assessment

Competency may be assessed through:

5.1 Portfolio Assessment5.2 Interview5.3 Case Study/Situation


6.1 Competency may be assessed in the work place or in asimulated work place setting



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UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

UNIT CODE : TRS311201

UNIT DESCRIPTOR : This unit of competency deals with the knowledge,skills and attitude required to access, increase andupdate industry knowledge. It includes seekinformation on the industry and update industryknowledge


Italicized items are elaborated in the Range of Variables

1. Seek information onthe industry

1.1 Sources of information on the industry arecorrectly identified and accessed

1.2 Information to assist effective workperformance is obtained in line with jobrequirements

1.3 Specific information on sector of work isaccessed and updated

1.4 Industry information is correctly applied to day-to-day work activities

2. Update industryknowledge

2.1 Informal and/or formal research is used toupdate general knowledge of the industry

2.2 Updated knowledge is shared with customersand colleagues as appropriate and incorporatedinto day-to-day working activities



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RANGE OF VARIABLES

VARIABLE RANGE

1. Information sources Information sources may include but are not limited to :1.1 media1.2 reference books1.3 libraries1.4 unions1.5 industry associations1.6 industry journals1.7 internet1.8 personal observation and experience

2. Information to assist

effective workperformance

2.1 different sectors of the industry and the

services available in each sector2.2 relationship between tourism and hospitality2.3 relationship between the industry and other

industries2.4 industry working conditions2.5 legislationthat affects the industry

2.5.1 liquor2.5.2 health and safety2.5.3 hygiene2.5.4 gaming2.5.5 workers compensation

2.5.6 consumer protection2.5.7 duty of care2.5.8 building regulations

2.6 trade unionsenvironmental issues and requirements

2.7 industrial relations issues and majororganizations

2.8 career opportunities within the industry2.9 work ethic required to work in the industry

and industry expectations of staff

2.10 quality assurance



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EVIDENCE GUIDE


Assessment requires evidence that the candidate/ trainee :1.1 Knew key sources of information on the industry1.2 Updated industry knowledge1.3 Accessed and used industry information


2.1 Time management2.2 Ready skills needed to access industry information2.3 Basic competency skills needed to access the internet

3. UnderpinningKnowledge and 3.1 Overview of quality assurance in the industry3.2 Role of individual staff members3.1 Industry information sources


4.1 Sources of information on the industry4.2 Industry knowledge


5.1 Interview/questions5.2 Practical demonstration5.3 Portfolio of industry information related to trainees work


6.1 Assessment may be done in the workplace or in asimulated workplace setting (assessment centers)

6.2 Assessment activities are carried out through TESDA'saccredited assessment center



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UNIT OF COMPETENCY : OBSERVE WORKPLACE HYGIENE PROCEDURES


UNIT DESCRIPTOR : This unit of competency deals with the knowledge,skills and attitudes in observing workplace hygieneprocedures. It includes following hygiene proceduresand identifying and preventing hygiene risks.



1. Follow hygiene procedures 1.1 Workplace hygiene procedures areimplemented in line with enterprise and legal

requirements1.2 Handling and storage of items are undertaken

in line with enterprise and legal requirements

2. Identify and prevent hygienerisks

2.1 Potential hygiene risks are identified in linewith enterprise procedures

2.2 Action to minimize and remove risks aretaken within scope of individual responsibilityof enterprise/legal requirements

2.3 Hygiene risks beyond the control of individual

staff members are reported to the appropriateperson for follow up



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RANGE OF VARIABLES

VARIABLE RANGE

1. Hygiene procedures Hygiene procedures may include :1.1 safe and hygienic handling of food and

beverage1.2 regular hand washing1.3 correct food storage1.4 appropriate and clean clothing1.5 avoidance of cross-contamination1.6 safe handling disposal of linen and laundry1.7 appropriate handling and disposal of garbage1.8 cleaning and sanitizing procedures

1.9 personal hygiene

2. Hygiene risk 2.1 bacterial and other contamination arising frompoor handling of food

2.2 inappropriate storage of foods2.3 storage at incorrect temperatures2.4 foods left uncovered2.5 poor personal hygiene practices2.6 poor work practices

2.6.1 cleaning2.6.2 housekeeping

2.6.3 food handling2.6.4 vermin2.6.5 airborne dust

2.7 cross-contamination through cleaninginappropriate cleaning practices

2.8 inappropriate handling of potentially infectiouslinen

2.9 contaminated wastes such as blood and bodysecretions

2.10 disposal of garbage and contaminated orpotentially contaminated wastes

3. Minimizing or removingrisk

3.1 auditing staff skills and providing training3.2 ensuring policies and procedures are followed

strictly3.3 audits or incidents with follow up actions



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EVIDENCE GUIDE


Assessment required evidence that the candidate :1.1 Followed hygiene procedures1.2 Identified and responded to hygiene risk1.3 Practiced personal grooming and hygiene


2.1 Typical hygiene and control procedures in thehospitality and tourism industries

2.2 Overview of legislation and regulation in relation tofood handling, personal and general hygiene

2.3 Knowledge on factors which contribute to workplacehygiene problems

2.4 General hazards in handling of food, linen andlaundry and garbage, including major causes ofcontamination and cross-infection

2.5 Sources of and reasons for food poisoning


3.1 Ability to follow correct procedures and instructions3.2 Ability to handle operating tools/ equipment3.3 Application to hygiene principles


4.1 Hygiene procedures, actual or simulated workplace,products used in hotel/restaurant /tourism workplace


5.1 Written examination5.2 Practical demonstration



6.2 Assessment activities are carried out throughTESDA's accredited assessment center



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UNIT OF COMPETENCY: PERFORM COMPUTER OPERATIONS


UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes andvalues needed to perform computer operations whichincludes inputting, accessing, producing andtransferring data using the appropriate hardware andsoftware


Italicizedterms are elaborated in the Rangeof Variables

1. Plan and prepare for task tobe undertaken

1.1 Requirements of task are determined

1.2 Appropriate hardware and softwareis

selected according to task assigned andrequired outcome

1.3 Task is planned to ensure OH & Sguidelines and procedures are followed

2. Input data into computer 2.1 Data are entered into the computer usingappropriate program/application inaccordance with company procedures

2.2 Accuracy of information is checked andinformation is saved in accordance withstandard operating procedures

2.3 Inputted data are stored in storage mediaaccording to requirements

2.4 Work is performed within ergonomicguidelines

3. Access information usingcomputer

3.1 Correct program/application is selectedbased on job requirements

3.2 Program/application containing theinformation required is accessed accordingto company procedures

3.3 Desktop icons are correctly selected,opened and closed for navigation purposes

3.4 Keyboard techniques are carried out in linewith OH & S requirements for safe use ofkeyboards



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Italicizedterms are elaborated in the Rangeof Variables

4. Produce/output data usingcomputer system

4.1 Entered data are processed usingappropriate software commands

4.2 Data are printed out as required usingcomputer hardware/peripheral devices inaccordance with standard operatingprocedures

4.3 Files and data are transferred betweencompatible systems using computersoftware, hardware/ peripheral devices inaccordance with standard operatingprocedures

5. Maintain computer

equipment and systems

5.1 Systems for cleaning, minormaintenance

and replacement of consumables areimplemented

5.2 Procedures for ensuring security of data,including regular back-ups and virus checksare implemented in accordance withstandard operating procedures

5.3 Basic file maintenance procedures areimplemented in line with the standardoperating procedures



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RANGE OF VARIABLES

VARIABLE RANGE

1. Hardware and peripheraldevices

1.1 Personal computers1.2 Networked systems1.3 Communication equipment1.4 Printers1.5 Scanners1.6 Keyboard1.7 Mouse

2. Software Software includes the following but notlimited to:2.1 Word processing packages2.2 Data base packages

2.3 Internet2.4 Spreadsheets

3. OH & S guidelines 3.1 OHS guidelines3.2 Enterprise procedures

4. Storage media Storage media include the following but notlimited to:4.1 diskettes4.2 CDs4.3 zip disks4.4 hard disk drives, local and remote

5. Ergonomic guidelines 5.1 Types of equipment used5.2 Appropriate furniture5.3 Seating posture5.4 Lifting posture5.5 Visual display unit screen brightness

6. Desktop icons Icons include the following but not limited to:6.1 directories/folders6.2 files6.3 network devices6.4 recycle bin

7. Maintenance 7.1 Creating more space in the hard disk

7.2 Reviewing programs7.3 Deleting unwanted files7.4 Backing up files7.5 Checking hard drive for errors7.6 Using up to date anti-virus programs7.7 Cleaning dust from internal and external

surfaces



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EVIDENCE GUIDE

1. Critical aspect ofCompetency

Assessment must show that the candidate:

1.1 Selected and used hardware components correctly

and according to the task requirement1.2 Identified and explain the functions of both hardware

and software used, their general features andcapabilities

1.3 Produced accurate and complete data in accordancewith the requirements

1.4 Used appropriate devices and procedures to transferfiles/data accurately

1.5 Maintained computer system


2.1 Basic ergonomics of keyboard and computer use2.2 Main types of computers and basic features of

different operating systems2.3 Main parts of a computer2.4 Storage devices and basic categories of memory2.5 Relevant types of software2.6 General security2.7 Viruses2.8 OH & S principles and responsibilities2.9 Calculating computer capacity

3. Underpinning

Skills

3.1 Reading skills required to interpret work instruction

3.2 Communication skills


The assessor may select two of the following assessmentmethods to objectively assess the candidate:4.1 Observation4.2 Questioning4.3 Practical demonstration

5. Resourceimplications

5.1 Computer hardware with peripherals5.2 Appropriate software


6.1 Assessment may be conducted in the workplace or ina simulated environment



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UNIT OF COMPETENCY: PERFORM WORKPLACE AND SAFETY PRACTICES


UNIT DESCRIPTOR : This unit of competency deals with the knowledge, skills

and attitudes in following health, safety and securitypractices. It includes dealing with emergency situationsand maintaining safe personal presentation standards.



1. Follow workplaceprocedures for health,safety and securitypractices

1.1 Correct health, safety and security proceduresare followed in line with legislation, regulationsand enterprise procedures

1.2 Breaches of health, safety and security

procedures are identified and reported in line withenterprise procedure

1.3 Suspicious behavior or unusual occurrence arereported in line with enterprise procedure

2. Deal with emergencysituations

2.1 Emergencyand potential emergency situationsare recognized and appropriate action are takenwithin individuals scope of responsibility

2.2 Emergency procedures are followed in line with

enterprise procedures

2.3 Assistance is sought from colleagues to resolve orrespond to emergency situations

2.4 Details of emergency situations are reported inline with enterprise procedures

3. Maintain safe personalpresentation standards

3.1 Safe personal standards are identified andfollowed in line with enterprise requirements



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RANGE OF VARIABLES

VARIABLE RANGE

1. Health, safety and securityprocedures

May include but are not limited to :1.1 use of personal protective clothing and

equipment1.2 safe posture including sitting, standing, bending1.3 manual handling including lifting, transferring1.4 safe work techniques including knives and

equipment, handling hot surfaces, computersand electronic equipment

1.5 safe handling of chemicals, poisons anddangerous materials

1.6 ergonomically sound furniture and work stations1.7 emergency fire and accident1.8 hazard identification and control1.9 security of documents, cash, equipment, people1.10 key control systems

2. Breaches of procedure May include but are not limited to :2.1 loss of keys2.2 strange or suspicious persons2.3 broken or malfunctioning equipment2.4 loss of property, goods or materials2.5 damaged property or fittings

2.6 lack of suitable signage when required2.7 lack of training on health and safety issues2.8 unsafe work practices

3. Emergency May include but is not limited to :3.1 personal injuries3.2 fire3.3 electrocution3.4 natural calamity i.e. earthquake/flood3.5 criminal acts i.e. robbery



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EVIDENCE GUIDE

1. Critical aspects of

Competency

Assessment requires evidence that the candidate :

1.1 Complied with industry practices and procedures1.2 Used interactive communication with others1.3 Complied with workplace safety, security and hygiene

practices1.4 Identified faults & problems and the necessary corrective

action1.5 Promoted public relation among others1.6 Complied with quality standards1.7 Responded to emergency situations in line with enterprise

guidelines1.8 Complied with proper dress code

2. UnderpinningKnowledge andAttitude

2.1 Communication2.1.1 Interactive communication with others2.1.2 Interpersonal skills2.1.3 Good working attitude2.1.4 Ability to work quietly; with cooperation; patience,

carefulness, cleanliness and aesthetic values2.1.5 Ability to focus on task at hand

2.2 Systems, Processes and Operations2.2.1 Workplace health, safety and security procedures2.2.2 Emergency procedures2.2.3 Personal presentation

2.3 Safety Practices2.3.1 Proper disposal of garbage2.3.2 Practice safety measures2. 3.3 5S Implementation


3.1 Ability to make decision3.2 Time management3.4 Ability to offer alternative steps3.5 Care in handling and operating equipment

4. ResourceImplications 4.1 Procedures Manual on safety, security, health and emergency4.2 Availability of tools, equipment, supplies and materials


5.1 Written examination5.2 Practical demonstration5.3 Interview


6.1 Assessment may be done in the workplace or in a simulatedworkplace setting (assessment centers)

6.2 Assessment activities are carried out through TESDA'saccredited assessment center



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UNIT OF COMPETENCY: PROVIDE EFFECTIVE CUSTOMER SERVICE


UNIT DESCRIPTOR : This unit of competency deals with the knowledge, skillsand attitudes in providing effective customer service. Itincludes greeting customer, identifying customer needs,delivering service to customer, handling queries throughtelephone, fax machine, internet and email and handlingcomplaints, evaluation and recommendation.



1. Greet customer 1.1 Guests are greeted in line with enterpriseprocedure

1.2 Verbal and non-verbal communications areappropriate to the given situation

1.3 Non verbal communication of customer isobserved responding to customer

1.4 Sensitivity to cultural and social differences isdemonstrated

2. Identify customer needs 2.1 Appropriate interpersonal skills are used to

ensure that customer needs are accuratelyidentified

2.2 Customer needs are assessed for urgency sothat priority for service delivery can be identified

2.3 Customers are provided with information

2.4 Personal limitation in addressing customer needsis identified and where appropriate, assistance issought from supervisor

3. Deliver service tocustomer

3.1 Customer needs are promptly attended to in linewith enterprise procedure

3.2 Appropriate rapport is maintained with customerto enable high quality service delivery

3.3 Opportunity to enhance the quality of service andproducts are taken wherever possible



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4. Handle queries throughtelephone, fax machine,internet and email

4.1 Use telephone, computer, fax machine, internetefficiently to determine customer requirements

4.2 Queries/ information are recorded in line withenterprise procedure

4.3 Queries are acted upon promptly and correctly inline with enterprise procedure

5. Handle complaints,evaluation andrecommendations

5.1 Guests are greeted with a smile and eye-to-eyecontact

5.2 Responsibility for resolving the complaint is takenwithin limit of responsibility

5.3 Nature and details of complaint are establishedand agreed with the customer

5.4 Appropriate action is taken to resolve thecomplaint to the customers satisfaction whereverpossible



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RANGE OF VARIABLES

VARIABLE RANGE

1. Non-verbalcommunication

1.1 body language1.2 dress and accessories1.3 gestures and mannerisms1.4 voice tonality and volume1.5 use of space1.6 culturally specific communication customs and

practices

2. Cultural and socialdifferences

Includes but are not limited to :2.1 modes of greeting, farewelling and conversation

2.2 body language/ use of body gestures2.3 formality of language

3. Interpersonal skills 3.1 interactive communication3.2 public relation3.3 good working attitude3.4 sincerity3.5 pleasant disposition3.6 effective communication skills

4. Customer needs Customer with specific needs may include :4.1 those with a disability

4.2 those with special cultural or language needs4.3 unaccompanied children4.4 parents with young children4.5 pregnant women4.6 single women

5. Enterprise procedure Protocol and enterprise procedures may include :5.1 modes of greeting and farewell5.2 addressing the person by name5.3 time-lapse before a response5.4 style manual requirements

5.5 standard letters and proforma



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EVIDENCE GUIDE


Assessment requires evidence that the candidate :1.1 Complied with industry practices and procedures

1.2 Used interactive communication with others1.3 Complied with occupational, health and safety practices1.4 Promoted public relation among others1.5 Complied with service manual standards1.6 Demonstrated familiarity with company facilities, products

and services1.7 Applied company rules and standards1.8 Applied telephone ethics1.9 Applied correct procedure in using telephone, fax

machine, internet1.10 Handled customer complaints


2.1 Communication2.1.1 Interactive communication with others2.1.2 Interpersonal skills/ social graces with

sincerity2.2 Safety Practices

2.2.1 Safe work practices2.2.2 Personal hygiene

2.3 Attitude2.3.1 Attentive, patient and cordial2.3.2 Eye-to-eye contact

2.3.3 Maintain teamwork and cooperation2.4 Theory2.4.1 Selling/upselling techniques2.4.2 Interview techniques2.4.3 Conflict resolution2.4.4 Communication process2.4.5 Communication barriers


3.1 Effective communication skills3.2 Non-verbal communication - body language3.3 Good time management3.4 Ability to work calmly and unobtrusively effectively

3.5 Ability to handle telephone inquiries andconversations

3.6 Correct procedure in handling telephone inquiries3.7 Proper way of handling complaints



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4.1 Availability of telephone, fax machine, internet, etc.4.2 Availability of data on projects and services; tariff

and rates, promotional activities in place etc.4.3 Availability of office supplies


5.1 Written examination5.2 Practical demonstration



6.2 Assessment activities are carried out throughTESDA's accredited assessment center



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UNIT OF COMPETENCY : PROVIDE A LINK BETWEEN KITCHEN AND

SERVICE AREAS


UNIT DESCRIPTOR : This unit covers the skills and knowledge requiredto provide general assistance in food and beverageservice operations. It reflects the role of the foodrunner in food and beverage operations.



1. Liaise between kitchen andservice areas

1.1 Kitchen service points are attended to andmonitored to ensure prompt pick up of food itemsbased on establishment policy

1.2 Quality of food is checked in accordance withestablishment standards

1.3 Serviceware is checked for chips, marks, spills,and drips

1.4 Plates and/or trays are carried out safely1.5 Food is transferred and placed promptly at the

appropriate service point in accordance with safety

requirements1.6 Colleagues are advised promptly regardingreadiness of items for service

1.7 Traditional items required from the kitchen areidentified through monitoring ofservice areas andconsultation with other service colleagues

2. Clean and clear food serviceareas

2.1 Used items are promptly removed fromservice areas and safely transferred to theappropriate location for cleaning

2.2 Leftover food and disposables are disposed ofin accordance with hygiene regulations



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RANGE OF VARIABLES

This unit applies to all hospitality establishments where food and beverage items are served.

The following explanations identify how this unit may be applied in different workplaces andcircumstances.

VARIABLE RANGE

1. Serviceware May include but not limited to:1.1 plates and bowls1.2 platters1.3 service utensils1.4 glassware1.5 oven to tableware/Stn. warmer

1.6 lids and covers1.7 condiment containers1.8 Flatware

2. Establishment procedures May include but not limited to:2.1 food hygiene legislation2.2 establishments standard policies and

procedures

3. Service areas May include:3.1 waiting stations, both stationary and mobile

3.2 buffet areas3.3 kitchen service areas3.4 room service collection areas

4. Leftover and disposables/recyclables:

May include:4.1 paper products such as serviettes, cardboard4.2 chopsticks4.3 toothpicks4.4 bottles4.5 plastics

4.6 linen



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EVIDENCE GUIDE


Assessment requires evidences that the candidate:1.1 Maintained food cleanliness1.2 Followed establishments procedures in handling and carrying

food1.3 Followed legislative rules & regulation


Attitude

2.1 Workflow structures within a food and beverage service location2.2 Communication and interpersonal skills2.3 Roles and responsibilities of the food service team2.4 Hygienic and appropriate personal presentation2.5 Legislation on OH&S and food hygiene


3.1 Communication skills3.2 Plate carrying and clearing techniques3.3 Establishments recycling requirements3.4 Ordering and service procedures for the

establishment


The following resources MUST be provided:4.1 Access to workplace location4.2 Access to a fully-equipped kitchen/dining area4.2 Access to industry-realistic conditions

5. Methods ofAssessment Competency may be assessed through :5.1 Direct observation of the candidate while delivering fooditems and cleaning food service areas.5.2 Written and oral questions to test candidates knowledge onhygiene, relevant legislation, OH&S issues and menu items.5.3 Review of portfolios of evidence and third party workplacereports of on-the-job performance by the candidate.


Competency may be assessed:6.1 Workplace or simulated environment6.2 TESDA accredited assessment center/venue



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UNIT OF COMPETENCY : PROVIDE FOOD AND BEVERAGE SERVICE


UNIT DESCRIPTOR : This unit deals with the skills and knowledge required toprovide food and beverage service to customers indifferent hospitality industry establishments. It reflectsthe role of a waiter or food and beverage attendant andmay apply to different styles of service.

ELEMENT PERFORMANCE CRITERIA

Italicizedterms are elaborated in the Range Variables

1. Prepare dining/restaurant areafor service

1.1 Dining/Restaurant area and customerfacilities are checked for cleanliness prior toservice and corrective actions are taken whenrequired

1.2 Dining environmentis prepared andadjusted to ensure comfort and ambience tocustomers as appropriate

1.3 Set up furniture in accordance with enterpriserequirements, bookings, customer requests,convenience and safety

1.4 Equipmentare checked and prepared forservice

1.5 Menu variations and daily specials areverified with kitchen staff based onestablishment policy and guidelines

2. Prepare and set tables 2.1 Tables are set within the required timeframesin accordance with establishment standardsand/or customers special requests

2.2 Tables are dressed according toestablishment standard procedures and/orany approved special requirements

2.3 Cleanliness and condition of tables are

checked prior to service2.4 Items below establishment standards are

removed, cleaned or replaced based onrelevant guidelines



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3. Welcome customers 3.1 Customers are welcomed upon arrival inaccordance with establishment customer service

standards3.2 Details of reservations are checked based on

established service industry standard policy3.3 Availablepre-mealservices are offered if

appropriate3.4 Customers are escorted and seated according

to table allocations3.5 Menus and drink lists are presented to

customers3.6 Information for customers are provided in

clear explanations and descriptions

4. Take and process orders 4.1 Orders are taken and recorded accurately withminimal disruption to customers

4.2 Recommendations and suggestions are made toassist customers with drink and meal selections

4.3 Customer questions on menu items areanswered correctly and courteously inaccordance with enterprise policy

4.4 Information about any special requests, dietaryor cultural requirements are relayed accuratelyto kitchen where appropriate

4.5 Ordering systems are operated correctly inaccordance with establishment procedures4.6 Glassware, serviceware and cutlery suitable for

menu choices are provided and adjusted inaccordance with establishment procedures

5. Serve and clear food anddrinks

5.1 Food and beverage selections are collectedpromptly from service areas, checked forpresentation and conveyed to customerssafely

5.2Flow of service and meal delivery is monitored inaccordance with enterprise procedures

5.3Delays or deficiencies in service are recognizedand followed up promptly based on enterprisepolicy

5.4Food and beverage are served courteously inaccordance with establishment standards andhygiene requirements

5.5Additional food and beverage are offered andserved at the appropriate times



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5.6 Tables are cleared of crockery, cutlery andglassware at the appropriate time and withminimal disruption to customers

5.7 Accounts are organized, presented andprocessedin accordance with establishmentprocedures

5.8 Bid goodbye to guests courteously from therestaurant/dining are and table appointmentsare re-set

6. Close down restaurant/diningarea

6.1 Equipment are stored and/or prepared for thenext service in accordance with establishmentprocedures

6.2Restaurant/dining area is cleared, cleaned ordismantled in accordance with establishmentprocedures and safety requirements

6.3Re-set tables correctly for the next service inaccordance with procedures and requirements.

6.4Services are reviewed and evaluated withcolleagues identifying possible improvements



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RANGE OF VARIABLES

This unit applies to all establishments where food and beverage is served. The followingRange of variables identifies how this unit may be applied in different workplaces and

circumstances.

VARIABLE RANGE

1. Styles of service May include :1.1 table dhote1.2 a la carte1.3 buffet1.4 function1.5 breakfast1.6 tea and coffee service

2. Dining environment:

May include :2.1 lighting2.2 room temperature2.3 music2.4 floral and other decorations2.5 privacy2.6 background noise

3. Equipment/materials Equipment may include:3.1 tea and coffee making facilities3.2 manual and electronic cash registers3.3 computerized ordering systems

3.4 EFTPOS equipmentMaterials may include:

3.5 glassware3.6 crockery3.7 cutlery3.8 linen3.9 condiments3.10 chairs3.11 tables3.12 menus and wine lists3.13 display materials

4. Table dressing May include:4.1 linen presentation, including table cloths,

overlays and napkins4.2 placemats4.3 glassware4.4 service ware4.5 floral arrangement



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VARIABLE RANGE

5. Pre-meal services available to

customers

May include:

5.1 bar service5.2 lounge and waiting areas5.3 valet services

6. Information provided tocustomers

May include:

6.1 menu choices and options6.2 information about food and beverages6.3 specials6.4 information about the location or area6.5 location of customer facilities

7. Processing accounts May include:7.1 depositing money in cash register,

processing and giving change7.2 processing credit cards or EFTPOS7.3 handling over to other person for processing

8. Set up for the next service May include:8.1 polishing flatware and glassware8.2 placing service ware, flatware and glassware

in assigned storage areas

8.3 resetting and dressing tables8.4 cleaning equipment such as coffee machines

and bains marie8.5 general cleaning of restaurant and customer

facilities8.6 cleaning of surfaces



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EVIDENCE GUIDE



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Assessment requires evidence that the candidate:1.1 Demonstrated ability to provide complete service within a

restaurant in accordance with established systems andprocedures

1.2 Interacted positively with customers

1.3 Monitored the service process1.4 Identified OH&S requirements and demonstrated safe

practices


2.1 Typical flow structure of service within a food and beverageservice environment

2.2 Typical food and beverage service styles and types ofmenus used in different hospitality contexts including buffet,tray, plate and silver service

2.3 Typical industry room and table set-ups for different types offunctions including furniture, seating and decoration

2.4 Range and usage of standard restaurant equipment

2.5 Knowledge on menus appropriate to establishment2.6 Knowledge on hygiene and safety issues related to food

and beverage service2.7 Knowledge on waste minimization and environment friendly

techniques2.8 Ordering and service procedures


3.1 Plate clearing and carrying techniques3.2 Dressing and setting tables for different function service

styles and periods

4. Resource

Implications

The following resources MUST be provided:4.1 Access to a fully-equipped dining room or restaurant, including

industry-current equipment and actual food items and meals4.2 Presence of industry-realistic conditions such as commercial

ratios of customers to staff, need to work within time constraintsand deal with typical issues such as late bookings, no-shows,walk-ins and menu changes

4.3 Provision of integrated food and beverage service during a typicalservice period


Competency may be assessed through:5.1 Direct observation of candidate while preparing the restaurant for

service, dressing or setting tables, providing service to customersand closing of the restaurant/dining room

5.2 Written or oral questions to test candidates knowledge onsequence of service, typical problems, menu items and beverageselections

5.3 Review of portfolios of evidence and third party workplace reportsof candidates on-the-job performance by the candidate



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6.1May be done at the workplace or simulated environmentor in any TESDA accredited assessment center/venue

UNIT OF COMPETENCY: PROVIDE ROOM SERVICE


UNIT DESCRIPTOR : This unit deals with the skills and knowledge required toprovide room service in commercial accommodationestablishments. This role is generally undertaken byfood and beverage attendants in large establishmentsbut may also involve front office personnel and kitchen

staff.


Italicized terms are elaborated in the Range of Variables

1. Take and process roomservice orders

1.1 Telephone call is promptly and courteouslyattended to in accordance with customer servicestandards1.2 Guests names are checked and usedthroughout the interaction1.3 Details of orders are clarified, repeated andchecked with guests for accuracy

1.4 Suggestive selling techniques are used whenappropriate1.5 Guests are advised of approximate time ofdelivery1.6 Room service orders are recorded and relevantinformation are checked in accordance withestablishment policy and procedures1.7 Room service orders received from doorknobdockets are interpreted1.8 Orders are promptly transferred to appropriatelocation for preparation

2. 2. Set up trays and trolleys 2.1 Food and beverage items are prepared forservice periods in accordance with establishmentprocedures2.2 General room service equipment are preparedfor use based on establishment procedures2.3 Trays and trolleys are set up in accordancewith establishment standards for a variety of mealsincluding2.3.1 Breakfast2.3.2 Lunch2.3.3 Dinner



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2.3.4 Complimentary2.3.5 Special requests2.3.6 VIPs


Italicized terms are elaborated in the Range of Variables

2.4 Service equipmentand materials are selectedand checked for cleanliness and damages2.5 Trays and trolleys are set up in accordance withsetting up and presentation techniques2.6 Food items and beverages are promptlycollected based on establishment procedures

2.7 Orders are checked before leaving the kitchenfor delivery

3. Present room service mealsand beverages to guests

3.1Entry to guests rooms are requested by knockingfirmly on the door in accordance withestablishment service standards

3.2Entered guests rooms upon appropriate responsefrom guests and greeted them politely inaccordance with establishment service standards

3.3 Preferences for positioning of trays or trolleys inthe room are consulted with guests in accordancewith establishment procedures

3.4Positioned furniture correctly where required3.5Meals are offered to guests where appropriate in

accordance with establishment policy3.6Meals and beverages are served and placed

correctly in accordance with establishmentprocedures

4. Present room serviceaccounts

4.1 Guests accounts are checked for accuracy andpresented in accordance with establishmentprocedures

4.2 Cash payments are presented to the cashier forprocessing in accordance with establishmentguidelines

4.3 Charge accounts are presented to guests forsigning based on establishment policy andprocedures

5. Clear room service area 5.1 Floors are checked and cleared in accordancewith establishment policy and guidelines

5.2 Trays and trolleys are returned to the roomservice area are dismantled and cleaned inaccordance with establishment procedures

5.3 Food, beverage and equipment are re-stocked in

accordance with establishment policy___________________________________________________________________________________________________TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005 48


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RANGE OF VARIABLES

This unit applies to all establishments where room service is provided. The followingexplanations identify how this unit may be applied in different workplaces and circumstances.

VARIABLE RANGE

1. Room service procedures May include :1.1 Preparing the service area1.2 Taking and recording of room service orders1.3 Preparing trays and trolleys1.4 Delivery of trays and trolleys1.5 Provision of food and beverage in the guest

room1.6 Processing the guests account

1.7 Clearing the room service area2. Information provided to guests May include :

2.1 Name of service person and department2.2 Menu choices and options2.3 Specials2.4 Approximate time of delivery2.5 Description of meal/food and beverage items

3. Set-ups for room service traysand or trolleys

May include:3.1 Butters3.2 Condiments3.3 Cutlery3.4 Glasswares3.5 Beverages

4. Room service equipment andmaterials

May include:4.1 Trays and trolleys4.2 Toasters4.3 Table appointments, warming equipment/lids,

linen, glassware4.4 Printed materials



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EVIDENCE GUIDE


Assessment requires evidences that the candidate:1.1 Set up a variety of room service meals according to

establishment needs

1.2 Applied legislative and establishment procedures inhandling food and beverages


2.1 Trade theory2.1.1 Knowledge on room locations2.1.2 Structures and procedures for work flow within a food

and beverage/room service location2.1.3 Product knowledge of the menu and wine list

2.2 Safety2.2.1 Safe work practices and first aid regulations2.2.2 Relevant legislations related to OH&S and food

hygiene2.2.3 National/Local Liquor Act related to service of alcohol


3.1 Ordering and servicing procedures for processing anddelivery of room service items

3.2 Service skills for up-selling and interacting tactfully andappropriately with guests


The following resources MUST be provided:4.1 Access to fully-equipped food and beverage service and

guest rooms which includes industry-current equipment andactual meals/food items

4.2Access to industry-realistic conditions such as typical ratiosof room service staff to guest orders and typical timeframesfor the preparation of servicing of meals


Competency may be assessed through :5.1Direct observation of the candidate while providing room

service, taking a room service order and preparing a roomservice tray.

5.2Written or oral questions to test candidates knowledge on

menu items, hotel room location/layout, establishment traylayout, and telephone protocol.

5.3Review of portfolios of evidence and third party workplacereports of candidates on-the-job performance.


Competency may be assessed:6.1 Workplace or simulated environment or TESDA

accredited assessment center/venue



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UNIT OF COMPETENCY : DEVELOP AND UPDATE FOOD AND BEVERAGEKNOWLEDGE


UNIT DESCRIPTOR : This units deals with the knowledge, skills, and attitudesrequired to develop and maintain the general productknowledge required by food and beverage attendants. Itbrings together much of the product knowledge thatunderpins effective work performance in a range of foodservice roles and related to food knowledge and therelationships between different foods and beverages.The unit also focuses on the need for ongoing updatingof knowledge for all food and beverage staff.

ELEMENT PERFORMANCE CRITERIAItalicizedterms are elaborated in the Range of Variables

1. Research general informationon food and beveragecocktails

1.1 Required information is identified base ondaily activities associated with the job

1.2 Suitable sources are identified based on therequired information on food and beverage

1.3 Current knowledge offood and beverage isdeveloped and maintained as required by the

job

2. Share information withcustomers

2.1 Assistance to customers on selection offood and beverage items is provided basedon enterprise policy

2.2 Suitable combinations of food andbeverages are offered and recommendedwhen appropriate

2.3 Responded courteously and correctly tocustomer questions on menus and drinkslists



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RANGE OF VARIABLES

This unit applies to all food and beverage operations. The following ranges of variables identifyhow this unit may be applied in different workplaces and circumstances.

This unit covers the general knowledge on food and beverage appropriate to a particularindustry sector or workplace. This will vary according to establishment requirements andcircumstances but will include all areas listed in the evidence guide.

VARIABLE RANGE

1. Sources of information on food andbeverage

May include:1.1Chefs and cooks and other food service

personnel1.2 Product suppliers/comptroller1.3 General and trade media (print and

electronic)1.4 Food and beverage reference books1.5 Recipes and menus1.6 Internet1.7 Trade shows and exhibitions1.8 Food and cooking demonstrations

2. Current food and beverage May include:2.1 Current market trends2.2 Typical foods and wines of the local

area2.3 Establishment menus, specials and

trends2.4 Current food and beverage festivals2.5 Promotional activities

3. Types of food where knowledgemay be required:

3.1 Appetizers3.2 Soups3.3 Meats, fish and seafood3.4 Vegetables3.5 Desserts and sweets3.6 Snacks3.7 Cheeses3.8 Fruits

3.9 Salads3.10 Pre-packaged food items3.11 Specialist cuisine items



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VARIABLE RANGE

4. Types of beverage where

knowledge may be required

4.1 Wines

4.2 Spirits4.3 Liqueurs4.4 Beers4.5 Non-alcoholic drinks

5. Appropriate combinations of foodand beverages are based on thefollowing factors

5.1 Customer preferences5.2 Traditional combinations of foods and

beverages5.3 Achieving balance of textures, colours,

nutrition and taste

6. Special dietary requirements May include:6.1 Food exclusions for allergies and food

intolerance6.2 Vegetarian

7. Special cultural needs May include:7.1 Kosher7.2 halal



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EVIDENCE GUIDE


Assessment requires evidences that the candidate:1.1 Researched general information on food and beverage

cocktails

1.2 Updated and maintained current and relevant knowledgeon food and beverage


2.1 Trade theory2.2 Features of commonly prepared dishes appropriate to the

industry sector2.2.1 Cultural and dietary issues and options

2.3 Knowledge on glassware required for different types ofbeverages1.1 Specific food safety issues for different types of

food

1.2 General overview of special dietary requirementsincluding food exclusions for allergies and foodtolerance

2.4 Mathematics2.5 Portion and control2.6 Safety2.7 Safe work practices and guidelines on administering first

aid3.1 Workplace safety environment3.2 Hygiene practices

2.8 National/Local Act related to service of food and

beverage


3.1 Good communication skills3.2 Service styles for different types of food3.3 Compatibility of common food and beverage items3.4 Traditional accompaniments for different types of food


The following resources MUST be provided:4.1 Workplace location4.3Project or work activities that allow the candidate to

demonstrate the application of knowledge to specific

industry contexts and situations



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Competency may be assessed through:5.1 Project or work activities that would allow the candidate to

demonstrate the application of knowledge to specificindustry contexts and situations5.2 Written or oral test on food and beverage knowledge5.3 Review of portfolios of evidence and third party workplace

reports of candidates on-the-job performance


6.1Assessment may be done at the workplace orsimulated environment or in any TESDA accreditedassessment center/venue



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SECTION 3 TRAINING STANDARDS

These guidelines are set to provide the Technical and Vocational Education andTraining (TVET) providers with information and other important requirements to consider

when designing training programs forFOOD AND BEVERAGE SERVICES NC II.

The guidelines include information on curriculum design, training delivery, traineeentry requirements, tools and equipment, training facilities, and trainers qualificationamong others.

3.1 CURRICULUM DESIGN

Course Title: FOOD AND BEVERAGE SERVICES NC Level: NC II

Nominal Training Duration: 18Hrs. (Basic)

18 Hrs. (Common) 300Hrs. (Core)

Course Description:

This course is designed to enhance the knowledge, skills and attitude in FOODAND BEVERAGE SERVICES NC II in accordance with industry standards. It coverscore competencies on cleaning bar areas, operating a bar, preparing and mixing ofcocktails, providing link between kitchen and service areas, providing room service,providing food and beverage service, developing and updating of food and beverageknowledge and providing wine services. It covers the basic, common and corecompetencies.

BASIC COMPETENCIES

Unit ofCompetency

LearningOutcomes

MethodologyAssessmentApproach

1. Participate inworkplacecommunication

1.1 Obtain andconveyworkplaceinformation

1.2 Completerelevant work

relateddocuments

1.3 Participate inworkplacemeeting anddiscussion

GroupDiscussion

Interaction

Demonstration

Observation

Interviews/Questioning



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Unit ofCompetency

LearningOutcomes

Methodology

AssessmentApproach

2. Work in a teamenvironment

2.1 Describe and

identify team roleand responsibilityin a team

2.2 Describe work asa team member

DiscussionInteraction

Demonstration

Observation


3. Practice careerprofessionalism

3.1 Integratepersonalobjectives withorganizationalgoals

3.2 Set and meetwork priorities

3.3 Maintainprofessionalgrowth anddevelopment

DiscussionInteraction

Demonstration

Observation

Interviews/questioning

4. Practiceoccupational healthand safety

4.1 Evaluate hazardand risks

4.2 Control hazards

and risks

4.3 Maintainoccupationalhealth andsafetyawareness

DiscussionPlant tourSymposium

Observation

Interview



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Unit ofCompetency

Learning Outcomes MethodologyAssessment

Approach

1. Develop and

update industryknowledge

1.1 Identify and

access keysources ofinformation onthe industry

1.2 Access, applyand shareindustryinformation

1.3 Update continuouslyrelevant industryknowledge

Lecture

Group DiscussionIndividual/GroupAssignment

Interviews/

QuestioningIndividual/GroupProject orReport

2. Observeworkplacehygieneprocedures

2.1 Practicepersonalgrooming andhygiene

2.2 Practice safeand hygienichandling,storage anddisposal of food,beverage andmaterials

LectureDemonstrationRole-play

DemonstrationWrittenExamination


3. Performcomputeroperations

3.1 Identify andexplain thefunctions, generalfeatures andcapabilities ofboth hardwareand software

3.2 Prepare and useappropriatehardware andsoftware

according to taskrequirement

3.3 Use appropriatedevices andprocedures totransfer files/data

3.4 Produce accurate

LectureGroup DiscussionTutorial or self-pace


DemonstrationObservation



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and completedata according tothe requirements

3.5 Maintaincomputer system



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Unit ofCompetency


Approach

4. Perform

workplace andsafety practices

4.1 Practice

workplacesafety, securityand hygienesystems,processes andoperations

4.2 Respondappropriately tofaults, problemsand emergencysituations in line

with enterpriseguidelines4.3 Maintain safe

personalpresentationstandards

Lecture

DemonstrationRole-playSimulation

Demonstration

Interviews/QuestioningWrittenExamination

5. Provideeffectivecustomerservice

5.1 Apply effectiveverbal and non-verbalcommunicationskills to respond

to customerneeds5.2 Provide prompt

and qualityservice tocustomer

5.3 Handle queriespromptly andcorrectly in linewith enterpriseprocedures

5.4 Handlecustomercomplaints,evaluation andrecommendations

LectureDemonstrationRole-playSimulation

DemonstrationInterviews/Questioning

Observation



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Unit ofCompetency


Approach

5.5 Provide prompt

and qualityservice tocustomer

5.6 Handle queriespromptly andcorrectly in linewith enterpriseprocedures

5.7 Handlecustomercomplaints,

evaluation andrecommendations

Unit ofCompetency


Approach

1. Provide a link

between kitchenand serviceareas

1.1Monitor kitchen

service points toensure prompt pick-up of food items

Lecture/

Demonstration/self-paced learning(modular)/ dualizedtraining/ on-the-jobtraining

Problem Solving/Case Study

Group Dynamics

Video presentation

Oral and written

examinationObservation

Performancetest1.2Check service wares

for chip marks,spills and drips



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Unit ofCompetency


Approach

1.3 Carry plate/trays

safely according tohotels standards

1.4Transfer foodspromptly andcorrectly to theappropriate servicepoints

1.5 Advice colleaguespromptly about itemsready to be served

1.6 Identify additionalitems required fromthe kitchen throughmonitoring of serviceareas andconsultation withother colleagues

1.7Remove used itemsfrom service areaspromptly and bringthem to the cleaningarea safely

1.8 Dispose left-overfoods and disposableitems in accordancewith hygienepractices andenterpriseregulations

1.9Dispose recyclableitems in accordancewith local regulations

and enterprisepractices



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Unit ofCompetency


Approach

2. Provide roomservice

2.1 Prepare general roomservice equipment for

use and check forcleanliness and stability

Lecture/Demonstration/ self

paced learning(modular)/ dualizedtraining/ on-the-jobtraining

Problem Solving/Case Study

Group Dynamics

Video presentation

Oral and writtenexamination

ObservationPerformance test

2.2 Set-up (depending onmeal period) trays andtrolleys in accordancewith hotel standards

2.3 Interpret correctly (time,quantity of orders,meals specifications,room number, etc) roomservice orders ifinformation is right

2.4 Answer telephone callpromptly andcourteously, checkguests name and use itthroughout theconversation

2.5Clarify details of orders,

check with the guest foraccuracy and relay it tothe kitchen staff

2.6Use suggestive sellingtechniques and adviceguest for approximatetime of delivery

2.7 Report room serviceorders accurately andcheck the information(name of waiter, menu

choices, approximatetime of delivery, etc)



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Unit ofCompetency


Approach

2.17 Check and clear floorspromptly for the use of

room service trolleysand trays

2.18 Return trays and roomservice trolleys to thepantry and clear soileddishes, trays andtrolleys

2.19 Mis en place for thenext service

3. Provide food

andbeverageservice

Tr f and b Services Nc II (3)

Documents

Transcript of Tr f and b Services Nc II (3)