TR - Food and Beverage Services NC II.doc

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TR – Food and Beverage Services NC II (Amended) Promulgated December !"# !

FOOD AND BEVERAGE

SERVICES NC II

TRAINING

REGULATI NS

TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY $ast Service Road% Sout& Su'er&ig&a% Taguig Cit% *etro *anila

TOURISM SECTOR(HOTEL AND RESTAURANT)



Technical Education and Skills Development Act of 1994(Republic Act No. 9!"

Section % +$stablis&ment and Administration o, t&e NationalTrade S-ills Standards. o, RA //01 -non as t&e T$SDA Act o,"002 mandates T$SDA to establis& national occu'ational s-illstandards3 T&e Aut&orit s&all develo' and im'lement acerti,ication and accreditation 'rogram in &ic& 'rivate industrgrou's and trade associations are accredited to conducta''roved trade tests% and t&e local government units to 'romotesuc& trade testing activities in t&eir res'ective areas inaccordance it& t&e guidelines to be set b t&e Aut&orit3



T&e Training Regulations (TR) serve as basis ,or t&e4

"3 Com'etenc assessment and certi,ication53 Registration and deliver o, training 'rograms5 and

#3 Develo'ment o, curriculum and assessment instruments3

$ac& TR &as ,our sections4

Section " De,inition o, 6uali,ication 7 re,ers to t&e grou' o,

com'etencies t&at describes t&e di,,erent ,unctions o, t&e8uali,ication3

Section Com'etenc Standards 7 gives t&e s'eci,ications o, com'etencies re8uired ,or e,,ective or- 'er,ormance3

Section # Training Standards 7 contains in,ormation andre8uirements in designing training 'rogram ,or t&e6uali,ication3 It includes curriculum design% trainingdeliver5 trainee entr re8uirements5 tools% e8ui'mentand materials5 training ,acilities5 trainer9s 8uali,ication andinstitutional assessment3

Section 2 National Assessment and Certi,ication Arrangements 7describes t&e 'olicies governing assessment andcerti,ication 'rocedures3

TR – Food and Beverage Services NC II (Amended) Promulgated December !"#



TABLE OF CONTENTS

TOURISM SECTOR

(HOTEL AND RESTAURANT)FOOD AND BEVERAGE SERVICES NC II

Page No.

SECTION 1 FOOD AND BEVERAGE SERVICES NC IIQUALIFICATION 1

SECTION 2 COMPETENCY STANDARDS

• Basic Com'etencies 2 1!• Common Com'etencies 1" !!• Core Com'etencies !" #$

SECTION ! TRAINING STANDARDS

#3" Curriculum Design %& %"#3 Training Deliver %#

#3# Trainee $ntr Re8uirements %%#32 :ist o, Tools% $8ui'ment and *aterials %% %'#3; Training Facilities %#31 Trainer9s 6uali,ications %#3/ Institutional Assessment %

SECTION " NATIONAL ASSESSMENT ANDCERTIFICATION ARRANGEMENTS %$

COMPETENCY MAP '& '1

ACNO*LEDGEMENTS '2 '!

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# #



TRAINING REGULATIONS FOR

FOOD AND BEVERAGE SERVICES NC II

SECTION 1 FOOD AND BEVERAGE SERVICES NC II QUALIFICATION

T&e FOOD AND BEVERAGE SERVICES NC II 6uali,ication consists o, com'etencies t&at a 'erson must ac&ieve to 'rovide ,ood and beverage service to guestsin various ,ood and beverage service ,acilities3

T&is 6uali,ication is 'ac-aged ,rom t&e com'etenc ma' o, t&e To+,-/ Se0o, (Hoe a34 Rea+,a3) as s&on in Anne< A

T&e =nits o, Com'etenc com'rising t&is 6uali,ication includes t&e ,olloing4

CODE NO. BASIC COMPETENCIES

;!!#"""!; Partici'ate in or-'lace communication;!!#"""!1 >or- in team environment;!!#"""!/ Practice career 'ro,essionalism;!!#"""!? Practice occu'ational &ealt& and sa,et 'rocedures

CODE NO. COMMON COMPETENCIES

TRS#""!" Develo' and u'date industr -noledgeTRS#""! @bserve or-'lace &giene 'rocedures

TRS#""!# Per,orm com'uter o'erationsTRS#""!2 Per,orm or-'lace and sa,et 'racticesTRS#""!; Provide e,,ective customer service

CODE NO. CORE COMPETENCIES

TRS;"#?/ Pre'are t&e dining roomrestaurant area ,or serviceTRS;"#?? >elcome guests and ta-e ,ood and beverage ordersTRS;"#?0 Promote ,ood and beverage 'roductsTRS;"#0! Provide ,ood and beverage services to guestsTRS;"#0" Provide room serviceTRS;"#0 Receive and &andle guest concerns

A 5e,o3 67o 7a a07-e8e4 7- Q+a-9-0a-o3 - 0o/5ee3 o :e a;

>aiter Food and Beverage Service Attendant

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# "



SECTION 2 COMPETENCY STANDARDS

T&is section details t&e contents o, t&e basic% common and core units o, com'etenc re8uired in FOOD AND BEVERAGE SERVICES NC II3

BASIC COMPETENCIES

UNIT OF COMPETENCY ; PARTICIPATE IN *ORPLACE COMMUNICATION

UNIT CODE ; #&&!111&#

UNIT DESCRIPTOR ; T&is unit covers t&e -noledge% s-ills and attitudesre8uired to gat&er% inter'ret and conve in,ormation inres'onse to or-'lace re8uirements3

ELEMENT PERFORMANCE CRITERIA

Italicized terms are elaborated in t&e Range o, ariables"3 @btain and conveor-'lace in,ormation

"3" S'eci,ic and relevant in,ormation is accessed ,romappropriate sources

"3 $,,ective 8uestioning % active listening and s'ea-ing s-illsare used to gat&er and conve in,ormation

"3# A''ro'riate medium is used to trans,er in,ormation andideas

"32 A''ro'riate non7 verbal communication is used"3; A''ro'riate lines o, communication it& su'ervisors and

colleagues are identi,ied and ,olloed"31 De,ined or-'lace 'rocedures ,or t&e location and

storage o, in,ormation are used"3/ Personal interaction is carried out clearl and concisel

3 S'ea- $nglis&at a basico'erationallevel

3" Sim'le conversations on ,amiliar to'ics it& or- colleaguesis 'artici'ated

3 Sim'le verbal instructions or re8uests are res'onded to3# Sim'le re8uests are made32 Routine 'rocedures are described3; :i-es% disli-es and 're,erences are e<'ressed31 Di,,erent ,orms o, e<'ression in $nglis& is identi,ied

#3 Partici'ate inor-'lace meetingsand discussions

#3" Team meetings are attended on time#3 @n o'inions are clearl e<'ressed and t&ose o, ot&ers

are listened to it&out interru'tion#3# *eeting in'uts are consistent it& t&e meeting 'ur'ose

and establis&ed protocols

#32 Workplace interactions are conducted in a courteousmanner

#3; 6uestions about sim'le routine or-'lace 'roceduresand maters concerning or-ing conditions o,em'loment are as-ed and res'onded to

#31 *eetings outcomes are inter'reted and im'lemented23 Com'lete relevant

or- relateddocuments

23" Range o, forms relating to conditions o, em'loment arecom'leted accuratel and legibl

23 >or-'lace data is recorded on standard or-'lace ,ormsand documents

23# Basic mat&ematical 'rocesses are used ,or routinecalculations

232 $rrors in recording in,ormation on ,orms documents areidenti,ied and 'ro'erl acted u'on23; Re'orting re8uirements to su'ervisor are com'leted

according to organiational guidelines

TR – Food and Beverage Services NC II (Amended) Promulgated December !"#



RANGE OF VARIABLES

VARIABLE RANGE

"3 A''ro'riate sources "3" Team members

"3 Su''liers

"3# Trade 'ersonnel"32 :ocal government

"3; Industr bodies

3 *edium 3" *emorandum

3 Circular

3# Notice

32 In,ormation discussion

3; Follo7u' or verbal instructions

31 Face to ,ace communication

#3 Storage #3" *anual ,iling sstem

#3 Com'uter7based ,iling sstem

23 Forms 23" Personnel ,orms% tele'&one message ,orms% sa,etre'orts

;3 >or-'laceinteractions

;3" Face to ,ace

;3 Tele'&one

;3# $lectronic and to a radio;32 >ritten including electronic% memos% instruction and

,orms% non7verbal including gestures% signals% signs anddiagrams

13 Protocols 13" @bserving meeting

13 Com'liance it& meeting decisions

13# @being meeting instructions




EVIDENCE GUIDE

"3 Critical as'ects o,Com'etenc

Assessment re8uires evidence t&at t&e candidate4"3" Pre'ared ritten communication ,olloing standard

,ormat o, t&e organiation"3 Accessed in,ormation using communication e8ui'ment

"3# S'o-en $nglis& at a basic o'erational level"32 *ade use o, relevant terms as an aid to trans,er

in,ormation e,,ectivel"3; Conveed in,ormation e,,ectivel ado'ting t&e ,ormal or

in,ormal communication

3 Re8uired -noledge 3" $,,ective communication3 Di,,erent modes o, communication3# >ritten communication32 @rganiational 'olicies3; Communication 'rocedures and sstems

31 Tec&nolog relevant to t&e enter'rise and t&eindividual9s orres'onsibilities

#3 Re8uired S-ills #3" Follo sim'le s'o-en language#3 Per,orm routine or-'lace duties ,olloing sim'le

ritten notices#3# Partici'ate in or-'lace meetings and discussions#32 Com'lete or- related documents#3; $stimate% calculate and record routine or-'lace

measures#31 Basic mat&ematical 'rocesses o, addition% subtraction%

division and multi'lication#3/ Abilit to relate to 'eo'le o, social range in t&e

or-'lace#3? at&er and 'rovide in,ormation in res'onse to

or-'lace re8uirements

23 ResourceIm'lications

23" Fa< mac&ine23 Tele'&one23# >riting materials232 Internet

;3 *et&ods o, Assessment

;3" Direct @bservation;3 @ral intervie and ritten test

13 Conte<t o, Assessment

13" Com'etenc ma be assessed individuall in t&e actualor-'lace or t&roug& accredited institution

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# 2



UNIT OF COMPETENCY ; *OR IN TEAM ENVIRONMENT

UNIT CODE ; #&&!111&%

UNIT DESCRIPTOR ; T&is unit covers t&e s-ills% -noledge and attitudes toidenti, role and res'onsibilit as a member o, a team3

ELEMENT PERFORMANCE CRITERIAItalicized terms are elaborated in t&e Range o, ariables

"3 Describe team roleand sco'e

"3" T&e role and objective of the team is identi,ied ,romavailable sources of information

"3 Team 'arameters% re'orting relations&i's andres'onsibilities are identi,ied ,rom team discussions anda''ro'riate e<ternal sources

3 Identi, on role and

res'onsibilit it&inteam

3" Individual role and res'onsibilities it&in t&e team

environment are identi,ied3 Roles and res'onsibilit o, ot&er team members are

identi,ied and recognied

3# Re'orting relations&i's it&in team and e<ternal to teamare identi,ied

#3 >or- as a teammember

#3" $,,ective and a''ro'riate ,orms o, communications usedand interactions underta-en it& team members &ocontribute to -non team activities and obEectives

#3 $,,ective and a''ro'riate contributions made to

com'lement team activities and obEectives% based onindividual s-ills and com'etencies and workplacecontext

#3# @bserved 'rotocols in re'orting using standardo'erating 'rocedures

#32 Contribute to t&e develo'ment o, team or- 'lans basedon an understanding o, team9s role and obEectives andindividual com'etencies o, t&e members3

23 >or- e,,ectivel it&colleagues

23" In,ormation is communicated clearl and in concisemanner using appropriate communication techniques

23 Relations&i's are establis&ed and maintained e,,ectivelit& colleagues

23# >or- activities are 'er,ormed it&in t&e team to ensureac&ievement o, team goals

;3 >or- in socialldiverse environment

;3" Customers and colleagues ,rom diverse bac-grounds arecommunicated it&% in all verbal and non7verbal ,orms

;3 Cross cultural misunderstandings are dealt it&% ta-ingaccount o, cultural considerations

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# ;



RANGE OF VARIABLES

VARIABLE RANGE

"3 Role and obEective o,team

"3" >or- activities in a team environment it& enter'rise ors'eci,ic sector

"3 :imited discretion% initiative and Eudgement mabedemonstrated on t&e Eob% eit&er individuall or in a teamenvironment

3 Sources o, in,ormation 3" Standard o'erating andor ot&er or-'lace 'rocedures

3 ob 'rocedures

3# *ac&inee8ui'ment manu,acturer9s s'eci,ications andinstructions

32 @rganiational or e<ternal 'ersonnel

3; Clientsu''lier instructions

31 6ualit standards3/ @GS and environmental standards

#3 >or-'lace conte<t #3" >or- 'rocedures and 'ractices

#3 Conditions o, or- environments

#3# :egislation and industrial agreements

#32 Standard or- 'ractice including t&e storage% sa,e&andling and dis'osal o, c&emicals

#3; Sa,et% environmental% &ouse-ee'ing and 8ualitguidelines

23 A''ro'riatecommunicationtec&ni8ues

*a include4

23" =se o, active listening

23 =se o, bot& o'en and closed 8uestions

23# S'ea-ing clearl and concisel

232 =sing a''ro'riate language and tone o, voice

231 Being attentive




RANGE OF VARIABLES

VARIABLE RANGE

"3 $valuation "3" Per,ormance A''raisal"3 Psc&ological Pro,ile

"3# A'titude Tests

3 Resources 3" Guman3 Financial3# Tec&nolog

3#3"Gardare

3#3So,tare

#3 Trainings and careero''ortunities

#3" Partici'ation in training 'rograms#3"3" Tec&nical#3"3 Su'ervisor#3"3# *anagerial#3"32 Continuing $ducation

#3 Serving as Resource Persons in con,erences andor-s&o's

23 Recognitions 23" Recommendations23 Citations23# Certi,icate o, A''reciations232 Commendations23; Aards

231 Tangible and Intangible Reards

;3 :icenses andorcerti,ications

;3" National Certi,icates;3 Certi,icate o, Com'etenc;3# Su''ort :evel :icenses;32 Pro,essional :icenses




EVIDENCE GUIDE


Assessment re8uires evidence t&at t&e candidate4"3" Attained Eob targets it&in -e result areas (HRAs)"3 *aintained intra 7 and inter'ersonal relations&i' in t&e

course o, managing onesel, based on 'er,ormance

evaluation"3# Com'leted trainings and career o''ortunities &ic& are

based on t&e re8uirements o, t&e industries"32 Ac8uired and maintained licenses andor certi,ications

according to t&e re8uirement o, t&e 8uali,ication

3 Re8uired Hnoledge 3" >or- values and et&ics (Code o, Conduct% Code o,$t&ics% etc3)

3 Com'an 'olicies3# Com'an o'erations% 'rocedures and standards32 Fundamental rig&ts at or- including gender sensitivit

3; Personal &giene 'ractices

#3 Re8uired S-ills #3" A''ro'riate 'ractice o, 'ersonal &giene#3 Intra and Inter'ersonal s-ills#3# Communication s-ills

23 Resource Im'lications T&e ,olloing resources MUST be 'rovided423" >or-'lace or assessment location23 Case studiesscenarios

;3 *et&ods o, Assessment Com'etenc ma be assessed t&roug&4;3" Port,olio Assessment;3 Intervie;3# SimulationRole7'las;32 @bservation;3; T&ird Part Re'orts;31 $<ams and Tests


13" Com'etenc ma be assessed in t&e or- 'lace or in asimulated or- 'lace setting

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# "!



UNIT OF COMPETENCY ; PRACTICE OCCUPATIONAL HEALTH AND SAFETYPROCEDURES

UNIT CODE ; #&&!111&

UNIT DESCRIPTOR ; T&is unit covers t&e outcomes re8uired to com'l it&

regulator and organiational re8uirements ,or occu'ational &ealt& and sa,et3


"3 Identi, &aards andris-s

"3" %afet& regulations and or-'lace sa,et and &aardcontrol 'ractices and 'rocedures are clari,ied ande<'lained based on organiation 'rocedures

"3 'azards$risks in t&e or-'lace and t&eir corres'ondingindicators are identi,ied to minimie or eliminate ris- toco7or-ers% or-'lace and environment in accordanceit& organiation 'rocedures

"3# (ontingenc& measures during or-'lace accidents%,ire and ot&er emergencies are recognied andestablis&ed in accordance it& organiation 'rocedures

3 $valuate &aards andris-s

3" Terms o, ma<imum tolerable limits &ic& &ene<ceeded ill result in &arm or damage are identi,iedbased on t&res&old limit values (T:)

3 $,,ects o, t&e &aards are determined3# @GS issues andor concerns and identi,ied sa,et

&aards are re'orted to designated 'ersonnel inaccordance it& or-'lace re8uirements and relevantor-'lace @GS legislation

#3 Control &aards andris-s

#3" @ccu'ational Gealt& and Sa,et (@GS) 'rocedures ,orcontrolling &aardsris-s in or-'lace are consistentl,olloed

#3 Procedures ,or dealing it& or-'lace accidents% ,ireand emergencies are ,olloed in accordance it&organiation @GS 'olicies

#3# )ersonal protective equipment *))+, is correctl usedin accordance it& organiation @GS 'rocedures and'ractices

#32 A''ro'riate assistance is 'rovided in t&e event o, aor-'lace emergenc in accordance it& establis&edorganiation 'rotocol

23 *aintain @GSaareness

23" +mergenc&-related drills and trainings are'artici'ated in as 'er establis&ed organiationguidelines and 'rocedures

23 '% personal records are com'leted and u'dated inaccordance it& or-'lace re8uirements

;3 Per,orm basic ,irst7aid'rocedures

;3" Situation is assessed in accordance it& acce'ted'ractice

;3 Basic ,irst7aid tec&ni8ues is a''lied in accordance it&establis&ed ,irst7aid 'rocedures and enter'rise 'olic

;3# Details o, t&e incident is communicated in a timelmanner according to enter'rise 'olic

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# ""



RANGE OF VARIABLES

VARIABLE RANGE

"3 Sa,et regulations *a include but are not limited to4"3" Clean Air Act

"3 Building code"3# National $lectrical and Fire Sa,et Codes"32 >aste management statutes and rules"3; P&ili''ine @ccu'ational Sa,et and Gealt& Standards"31 D@:$ regulations on sa,et legal re8uirements"3/ $CC regulations

3 GaardsRis-s *a include but are not limited to43" P&sical &aards – im'act% illumination% 'ressure% noise%

vibration% tem'erature% radiation3 Biological &aards7 bacteria% viruses% 'lants% 'arasites%

mites% molds% ,ungi% insects3# C&emical &aards – dusts% ,ibers% mists% ,umes% smo-e%

gasses% va'ors32 $rgonomics

323" Psc&ological ,actors – over e<ertion e<cessive,orce% a-ardstatic 'ositions% ,atigue% direct'ressure% varing metabolic ccles

323 P&siological ,actors – monoton% 'ersonalrelations&i'% or- out ccle

#3 Contingencmeasures

*a include but are not limited to4#3" $vacuation#3 Isolation#3# Decontamination

#32 Calling emergenc 'ersonnel

23 PP$ *a include but are not limited to423" *as-23 loves23# oggles232 Gair Netca'bonnet23; Face mas-s&ield231 $ar mu,,s23/ A'rononcoverallEum' suit23? Anti7static suits

;3 $mergenc7relateddrills and training ;3" Fire drill;3 $art&8ua-e drill;3# Basic li,e su''ortCPR;32 First aid;3; S'illage control;31 Decontamination o, c&emical and to<ic;3/ Disaster 're'arednessmanagement

13 @GS 'ersonal records 13" *edicalGealt& records13 Incident re'orts13# Accident re'orts132 @GS7related training com'leted




T$SDA7S@P76S@7!"7F!?

COMMON COMPETENCIES

UNIT OF COMPETENCY ; DEVELOP AND UPDATE INDUSTRY NO*LEDGE

UNIT CODE ; TRS!112&1

UNIT DESCRIPTOR ; T&is unit o, com'etenc deals it& t&e -noledge% s-illsand attitude re8uired to access% increase and u'dateindustr -noledge3 It includes see- in,ormation on t&eindustr and u'date industr -noledge

ELEMENTPERFORMANCE CRITERIA

Italicized items are elaborated in t&e Range o, ariables

"3 See- in,ormation ont&e industr

"3" %ources of information on t&e industr are correctlidenti,ied and accessed

"3 Information to assist effective work performance isobtained in line it& Eob re8uirements

"3# S'eci,ic in,ormation on sector o, or- is accessed andu'dated

"32 Industr in,ormation is correctl a''lied to da7to7daor- activities

3 ='date industr-noledge

3" In,ormal andor ,ormal researc& is used to u'dategeneral -noledge o, t&e industr

3 ='dated -noledge is s&ared it& customers andcolleagues as a''ro'riate and incor'orated into da7to7

da or-ing activities#3 Develo' and u'date

local -noledge#3" :ocal -noledge is develo'ed to assist 8ueries on

localnational tourism industr

#3 :ocal -noledge is u'dated using informal and$orformal research

#3# Contact it& local communities is maintained

23 Promote 'roductsand services tocustomers

23" )romotional initiatives are described t&at ma be usedto 'romote 'roducts and services

23 Selling s-ills are a''lied according to customer needs

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# "2




RANGE OF VARIABLES

VARIABLE RANGE

"3 In,ormation sources *a include4

"3" media

"3 re,erence boo-s

"3# libraries

"32 unions

"3; industr associations

"31 industr Eournals

"3/ internet

"3? 'ersonal observation and e<'erience

3 In,ormation to assist

e,,ective or-'er,ormance

*a include4

3" Di,,erent sectors o, t&e industr and t&e servicesavailable in eac& sector

3 Relations&i' beteen tourism and &os'italit

3# Relations&i' beteen t&e industr and ot&erindustries

32 Industr or-ing conditions

3; :egislation t&at a,,ects t&e industr

3;3" li8uor

3;3 &ealt& and sa,et

3;3# &giene

3;32 gaming

3;3; or-ers com'ensation

3;31 consumer 'rotection

3;3/ dut o, care

3;3? building regulations

31 Trade unions environmental issues andre8uirements

3/ Industrial relations issues and maEororganiations

3? Career o''ortunities it&in t&e industr30 >or- et&ic re8uired to or- in t&e industr andindustr e<'ectations o, sta,,

3"! 6ualit assurance

#3 In,ormal and ,ormalresearc&

*a include4

#3" Discussions it& colleagues% management and customers

#3 Reading internal enter'rise material about 'roducts andservices

#3# Familiarit it& customer comments including com'laints

#32 Reading and researc&ing 'roduct data and in,ormation

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# ";




VARIABLE RANGE

#3; Conducting internal testing to determine 8ualit anddi,,erentials

#31 eneral media researc&

#3/ Develo'ing and analing res'onses to 8uestionnaires

#3? Reading surves and ratings

23 Promotional initiatives *a include4

23" *edia cam'aigns

23 Internal 'romotions% including static dis'las%demonstrations% tastings% videos% com'etitions%'ac-ages% events





EVIDENCE GUIDE


Assessment re8uires evidence t&at t&e candidate trainee 4

"3" Hne -e sources o, in,ormation on t&e industr

"3 ='dated industr -noledge

"3# Accessed and used industr in,ormation

"32 Develo'ed and u'dated local -noledge

"3; Promoted 'roducts and services

3 Re8uired Hnoledge 3" @vervie o, 8ualit assurance in t&e industr

3 Role o, individual sta,, members

3# Industr in,ormation sources

#3 Re8uired S-ills #3" Time management

#3 Read s-ills needed to access industr in,ormation#3# Basic com'etenc s-ills needed to access t&e internet

23 Resource Im'lications T&e ,olloing resources s&ould be 'rovided4

23" Sources o, in,ormation on t&e industr

23 Industr -noledge


Com'etenc in t&is unit ma be assessed t&roug&4

;3" Intervie8uestions

;3 Practical demonstration;3# Port,olio o, industr in,ormation related to trainee9s or-


13" Assessment ma be done in t&e or-'lace or in asimulated or-'lace setting (assessment centers)

13 Assessment activities are carried out t&roug& T$SDAsaccredited assessment center

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# "/




UNIT OF COMPETENCY ; OBSERVE *ORPLACE HYGIENE PROCEDURES

UNIT CODE ; TRS!112&2

UNIT DESCRIPTOR ; T&is unit o, com'etenc deals it& t&e -noledge% s-illsand attitudes in observing or-'lace &giene

'rocedures3 It includes ,olloing &giene 'rocedures andidenti,ing and 'reventing &giene ris-s3

ELEMENT PERFORMANCE CRITERIAItalicized items are elaborated in t&e Range o, ariables

"3 Follo &giene'rocedures

"3" >or-'lace h&giene procedures are im'lemented inline it& enter'rise and legal re8uirements

"3 Gandling and storage o, items are underta-en in lineit& enter'rise and legal re8uirements

3 Identi, and 'revent&giene ris-s 3" Potential h&giene risks are identi,ied in line it&enter'rise 'rocedures

3 Action to minimize and remove risks are ta-en it&insco'e o, individual res'onsibilit o, enter'riselegalre8uirements

3# Ggiene ris-s beond t&e control o, individual sta,,members are re'orted to t&e a''ro'riate 'erson ,or,ollo u'

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# "?




RANGE OF VARIABLES

VARIABLE RANGE

"3 Ggiene 'rocedures *a include 4"3" sa,e and &gienic &andling o, ,ood and beverage

"3 regular &and as&ing"3# correct ,ood storage"32 a''ro'riate and clean clot&ing"3; avoidance o, cross7contamination"31 sa,e &andling dis'osal o, linen and laundr"3/ a''ro'riate &andling and dis'osal o, garbage"3? cleaning and sanitiing 'rocedures"30 'ersonal &giene

3 Ggiene ris- *a include43" bacterial and ot&er contamination arising ,rom 'oor

&andling o, ,ood3 ina''ro'riate storage o, ,oods3# storage at incorrect tem'eratures32 ,oods le,t uncovered3; 'oor 'ersonal &giene 'ractices31 'oor or- 'ractices

313" cleaning313 &ouse-ee'ing313# ,ood &andling3132 vermin313; airborne dust

3/ cross7contamination t&roug& cleaning ina''ro'riatecleaning 'ractices

3? ina''ro'riate &andling o, 'otentiall in,ectious linen30 contaminated astes suc& as blood and bod secretions3"! dis'osal o, garbage and contaminated or 'otentiall

contaminated astes

#3 *inimiing orremoving ris-

*a include4#3" auditing sta,, s-ills and 'roviding training#3 ensuring 'olicies and 'rocedures are ,olloed strictl

#3# audits or incidents it& ,ollo u' actions





UNIT OF COMPETENCY ; PERFORM COMPUTER OPERATIONS

UNIT CODE ; TRS!112&!

UNIT DESCRIPTOR ; T&is unit covers t&e -noledge% s-ills and attitudes andvalues needed to 'er,orm com'uter o'erations &ic&

includes in'utting% accessing% 'roducing and trans,erringdata using t&e a''ro'riate &ardare and so,tare


"3 Plan and 're'are ,ortas- to be underta-en

"3" Re8uirements o, tas- are determined"3 A''ro'riate hardware and software is selected

according to tas- assigned and re8uired outcome"3# Tas- is 'lanned to ensure ' / % guidelines and

'rocedures are ,olloed

3 In'ut data intocom'uter

2.1 Data are entered into t&e com'uter using a''ro'riate'rograma''lication in accordance it& com'an'rocedures

2.2 Accurac o, in,ormation is c&ec-ed and in,ormation issaved in accordance it& standard o'erating'rocedures

2. In'utted data are stored in storage media according tore8uirements

2.0 >or- is 'er,ormed it&in ergonomic guidelines

#3 Access in,ormationusing com'uter

#3" Correct 'rograma''lication is selected based on Eobre8uirements

#3 Programa''lication containing t&e in,ormation re8uired

is accessed according to com'an 'rocedures#3# esktop icons are correctl selected% o'ened and

closed ,or navigation 'ur'oses#32 Heboard tec&ni8ues are carried out in line it& @G J S

re8uirements ,or sa,e use o, -eboards

23 Produceout'ut datausing com'utersstem

23" $ntered data are 'rocessed using a''ro'riate so,tarecommands

23 Data are 'rinted out as re8uired using com'uter&ardare'eri'&eral devices in accordance it&standard o'erating 'rocedures

23# Files and data are trans,erred beteen com'atible

sstems using com'uter so,tare% &ardare 'eri'&eraldevices in accordance it& standard o'erating'rocedures

;3 *aintain com'utere8ui'ment andsstems

;3" Sstems ,or cleaning% minor maintenance andre'lacement o, consumables are im'lemented

;3 Procedures ,or ensuring securit o, data% includingregular bac-7u's and virus c&ec-s are im'lemented inaccordance it& standard o'erating 'rocedures

;3# Basic ,ile maintenance 'rocedures are im'lemented inline it& t&e standard o'erating 'rocedures

;32 Document sstems are maintained





EVIDENCE GUIDE

"3 Critical as'ect o,Com'etenc

Assessment re8uires evidence t&at t&e candidate4"3" Selected and used &ardare com'onents correctl and

according to t&e tas- re8uirement"3 Identi,ied and e<'lain t&e ,unctions o, bot& &ardare

and so,tare used% t&eir general ,eatures andca'abilities

"3# Produced accurate and com'lete data in accordanceit& t&e re8uirements

"32 =sed a''ro'riate devices and 'rocedures to trans,er,ilesdata accuratel

"3; *aintained com'uter sstem

3 Re8uired Hnoledge 3" Basic ergonomics o, -eboard and com'uter use3 *ain t'es o, com'uters and basic ,eatures o, di,,erent

o'erating sstems

3# *ain 'arts o, a com'uter 32 Storage devices and basic categories o, memor3; Relevant t'es o, so,tare31 eneral securit3/ iruses3? @G J S 'rinci'les and res'onsibilities30 Calculating com'uter ca'acit

#3 Re8uired S-ills #3" Reading s-ills re8uired to inter'ret or- instruction#3 Communication s-ills

23 Resource Im'lications T&e ,olloing resources s&ould be 'rovided423" Com'uter &ardare it& 'eri'&erals23 A''ro'riate so,tare


T&e assessor ma select to o, t&e ,olloing assessmentmet&ods to obEectivel assess t&e candidate4;3" @bservation;3 6uestioning;3# Practical demonstration

13 Conte<t ,or

Assessment

13" Assessment ma be conducted in t&e or-'lace or in a

simulated environment





UNIT OF COMPETENCY ; PERFORM *ORPLACE AND SAFETY PRACTICES

UNIT CODE ; TRS!112&"

UNIT DESCRIPTOR ; T&is unit o, com'etenc deals it& t&e -noledge% s-illsand attitudes in ,olloing &ealt&% sa,et and securit

'ractices3 It includes dealing it& emergenc situationsand maintaining sa,e 'ersonal 'resentation standards3



"3 Follo or-'lace'rocedures ,or &ealt&%sa,et and securit'ractices

"3" Correct health safet& and securit& procedures are,olloed in line it& legislation% regulations andenter'rise 'rocedures

"3 3reaches o, &ealt&% sa,et and securit 'rocedures areidenti,ied and re'orted in line it& enter'rise 'rocedure

"3# Sus'icious be&avior or unusual occurrence are re'ortedin line it& enter'rise 'rocedure

3 Per,orm c&ild'rotection dutiesrelevant to t&e tourismindustr

3" Issue o, se<ual e<'loitation o, c&ildren is identi,ied

3 National% regional and international actions are describedto 'revent t&e se<ual e<'loitation o, c&ildren

3# Actions t&at can be ta-en in t&e or-'lace are describedto 'rotect c&ildren ,rom se<ual e<'loitation

#3 @bserve and monitor'eo'le

#3" Areas and 'eo'le &o re8uire observation andmonitoring is 're'ared

#3 @bservation and monitoring activities are im'lemented#3# A''re&ension o, o,,enders are determined

#32 @,,enders are arrested according to enter'rise'rocedures

#3; Administrative res'onsibilities are ,ul,illed

23 Deal it& emergencsituations

23" +mergenc& and 'otential emergenc situations arerecognied and a''ro'riate action are ta-en it&inindividual9s sco'e o, res'onsibilit

23 $mergenc 'rocedures are ,olloed in line it&enter'rise 'rocedures

23# Assistance is soug&t ,rom colleagues to resolve orres'ond to emergenc situations

232 Details o, emergenc situations are re'orted in line it&enter'rise 'rocedures

;3 *aintain sa,e 'ersonal'resentationstandards

;3" Sa,e 'ersonal standards are identi,ied and ,olloed inline it& enter'rise re8uirements







13 *aintain a sa,e andsecure or-'lace

13" >or-'lace &ealt&% sa,et and securit res'onsibilities areidenti,ied

13 Frameor- to maintain or-'lace &ealt&% sa,et andsecurit are and maintained

13# Procedures ,or identi,ing or assessing &ealt&% sa,et andsecurit &aards and ris-s are im'lemented

132 InEuries% illnesses and incidents are investigated

13; @rganiations &ealt&% sa,et and securit e,,ectivenessare evaluated





RANGE OF VARIABLES

VARIABLE RANGE

"3 Gealt&% sa,et andsecurit 'rocedures

*a include4"3" =se o, 'ersonal 'rotective clot&ing and e8ui'ment

"3 Sa,e 'osture including sitting% standing% bending"3# *anual &andling including li,ting% trans,erring"32 Sa,e or- tec&ni8ues including -nives and e8ui'ment%

&andling &ot sur,aces% com'uters and electronice8ui'ment

"3; Sa,e &andling o, c&emicals% 'oisons and dangerousmaterials

"31 $rgonomicall sound ,urniture and or- stations"3/ $mergenc ,ire and accident"3? Gaard identi,ication and control"30 Securit o, documents% cas&% e8ui'ment% 'eo'le

"3"! He control sstems

3 Breac&es o, 'rocedure *a include43" :oss o, -es3 Strange or sus'icious 'ersons3# Bro-en or mal,unctioning e8ui'ment32 :oss o, 'ro'ert% goods or materials3; Damaged 'ro'ert or ,ittings31 :ac- o, suitable signage &en re8uired3/ :ac- o, training on &ealt& and sa,et issues

3? =nsa,e or- 'ractices

#3 $mergenc *a include4#3" Personal inEuries#3 Fire#3# $lectrocution#32 Natural calamit i3e3 eart&8ua-e,lood#3; Criminal acts i3e3 robber






Com'etenc in t&is unit ma be assessed t&roug&4;3" >ritten e<amination;3 Practical demonstration;3# Intervie


13" Assessment ma be done in t&e or-'lace or in asimulated or-'lace setting (assessment centers)

13 Assessment activities are carried out t&roug& T$SDAsaccredited assessment center

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# ?




UNIT OF COMPETENCY ; PROVIDE EFFECTIVE CUSTOMER SERVICE

UNIT CODE ; TRS!112&#

UNIT DESCRIPTOR ; T&is unit o, com'etenc deals it& t&e -noledge% s-illsand attitudes in 'roviding e,,ective customer service3 It

includes greeting customer% identi,ing customer needs%delivering service to customer% &andling 8ueries t&roug&use o, common business tools and tec&nolog and&andling com'laintscon,lict situation% evaluation andrecommendation3


"3 reet customer "3" (ustomers are greeted according to enter'rise'rocedure

"3 erbal and non7verbal communications are a''ro'riate

to t&e given situation"3# 4on verbal communication are observed &en

res'onding to customers"32 Sensitivit to cultural and social differences is

demonstrated

3 Identi, needs o,customers

3" A''ro'riate interpersonal skills are used to ensuret&at customer needs are accuratel identi,ied

3 (ustomer needs are assessed ,or urgenc so t&at'riorit ,or service deliver can be identi,ied

3# Customers are 'rovided it& in,ormation

32 Personal limitation in addressing customer andcolleague needs is identi,ied and &ere a''ro'riate%assistance is soug&t ,rom su'ervisor

#3 Deliver service tocustomer

#3" Customer needs are 'rom'tl attended to in line it&enterprise procedure

#3 A''ro'riate ra''ort is maintained it& customer toenable &ig& 8ualit service deliver

#3# @''ortunit to en&ance t&e 8ualit o, service and'roducts are ta-en &erever 'ossible






23 Gandle 8ueries t&roug&use o, common

business tools andtec&nolog

23" (ommon business tools and technolog& are usede,,icientl to determine customer re8uirements

23 6ueries in,ormation are recorded in line it& enter'rise'rocedure

23# 6ueries are acted u'on 'rom'tl and correctl in lineit& enter'rise 'rocedure

;3 Gandle com'laintscon,lict situations%evaluation andrecommendations

;3" uests are greeted it& a smile and ee7to7ee contact;3 Res'onsibilit ,or resolving the complaint is ta-en

it&in limit o, res'onsibilit and according to enter'rise'olic

;3# Nature and details o, com'laint are establis&ed andagreed it& t&e customer

;32 T&reats to 'ersonal sa,et are identi,ied and managedto 'ersonal sa,et o, customers or colleagues anda''ro'riate assistance is organied

;32 A''ro'riate action is ta-en to resolve t&e com'laint tot&e customers satis,action &erever 'ossible

;3; Con,lict situations are resolved it&in sco'e o, individualres'onsibilit b a''ling e,,ective communication s-illsand according to enter'rise 'olic

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# #!




RANGE OF VARIABLES

VARIABLE RANGE

"3 Customers *a include4"3" internal

"3 e<ternal

3 Non7verbalcommunication

*a include4

3" bod language

3 dress and accessories

3# gestures and mannerisms

32 voice tonalit and volume

3; use o, s'ace

31 culturall s'eci,ic communication customs and'ractices

#3 Cultural and socialdi,,erences

*a include4

#3" modes o, greeting% ,areell and conversation

#3 bod language use o, bod gestures

#3# ,ormalit o, language

23 Inter'ersonal s-ills *a include4

23" interactive communication

23 'ublic relation

23# good or-ing attitude

232 sincerit23; 'leasant dis'osition

231 e,,ective communication s-ills

;3 Customer needs *a include4

;3" t&ose it& a disabilit

;3 t&ose it& s'ecial cultural or language needs

;3# unaccom'anied c&ildren

;32 'arents it& oung c&ildren

;3; 'regnant omen

;31 single omen13 $nter'rise 'rocedure *a include4

13" modes o, greeting and ,areell

13 addressing t&e 'erson b name

13# time7la'se be,ore a res'onse

132 stle manual re8uirements

13; standard letters and ,ormat

/3 Business tools andtec&nolog

*a include4

/3" tele'&one

/3 ,a< mac&ine

/3# com'uter e8ui'ment

/32 internet% email

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# #"




VARIABLE RANGE

?3 Com'laint *a include4

?3" level o, service

?3 'roduct standards

?3# 'rocesses

?32 in,ormation given

?3; c&arges and ,ees

03 T&reats to 'ersonalsa,et

*a include4

03" violent customers

03 drug and alco&ol a,,ected customers

03# customers ,ig&ting amongst t&emselves







#3 Set u' t&e tables int&e dining area

#3" Tables are set according to t&e standards o, t&e ,oodservice establis&ment3

#3 In cases &ere t&e menu is 're7arranged or ,i<ed%covers are set correctl according to t&e 'redetermined

menu3#3# Tableare and glassare are i'ed and 'olis&ed be,ore

t&e are set u' on t&e table3

#32 Clot& na'-ins are ,olded 'ro'erl and laid on t&e tablea''ro'riatel according to napkin folding st&le.

#3; Bu,,et or dis'la tables are skirted 'ro'erl ta-ing intoaccount smmetr% balance and &armon in sie anddesign3

23 Set t&emoodambiance o, t&e

dining area

23" :ig&ts are adEusted according to time o, t&e da3

23 Tables% c&airs and ot&er dining room ,urniture are

arranged to ensure com,ort and convenience o, t&eguests3

23# A''ro'riate music is 'laed &en a''licable

232 Floorscar'ets are cleaned and made sure are dr3

23; Air7condition or cooling units are adEusted ,or t&e com,orto, t&e guests

231 Decorations are set7u' according to t&eme or conce't o, t&e dining room3

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# #;




RANGE OF VARIABLES

VARIABLE RANGE

"3 In8uiries *a be received t&roug& t&e ,olloing4"3" Tele'&one

"3 Fa<"3# $mail"32 Internet"3; In 'erson

3 Details o, t&ereservation

*a include43" Date o, reservation3 Time o, arrival3# Number o, 'ersons32 Name o, 'erson &o ill use t&e reservation3; Name o, 'erson ma-ing t&e reservation31 Contact details o, t&e 'erson c&ec-ing in and o, t&e

'erson ma-ing t&e reservation3/ S'ecial re8uirements

#3 Reservation records or,orms

*a include4#3" Reservation S&eets#3 :ogboo-#3# Com'uter #32 Reservation Cards

23 Su''lies *a include423" Na'-ins23 *enu ,olders23# @rder sli's232 >ine list23; Condiments231 Toot&'ic-s23/ Table clot&Placemats23? Salt and Pe''er s&a-ers

;3 Tableare *a include4

;3" Dinnerarec&inaare;3"3" Coverservice 'late;3"3 Dinner 'late;3"3# $ntrKe 'late;3"32 Fis& 'late;3"3; Bread 'late;3"31 Sou' bol'late;3"3/ Cu's and saucers

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# #1




VARIABLE RANGE

;3 lassare;33" Stem ares;33 Footed ares

;33# Tumblers;332 *ugs

;3# SilverareFlatare;3#3" Dinner ,or-;3#3 Dinner s'oon;3#3# Sou' s'oon;3#32 Butter -ni,es'reader ;3#3; Stea- -ni,e;3#31 Fis& For-;3#3/ Dessert ,or-;3#3? Teas'oon

;32 Golloare;323" Sou' tureen;323 Platters;323# Co,,ee'ots;3232 Tea'ots

13 Dining roomRestaurant e8ui'ment

*a include413" Service tra stands13 ueridon13# Ca-e dis'la

132 Re,rigeratorsC&illers13; Co,,ee ma-ersmac&ines131 Point @, Sales (P@S)13/ >ine service e8ui'ment

/3 Na'-in ,olding stles *a include4/3" Pramid/3 Bird o, Paradise/3# Bis&o'9s Gat/32 Rose bud/3; Sail

/31 Candle/3/ Cron/3? oblet Fan

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# #/




VARIABLE RANGE

?3 Table s-irting designs *a include but not limited to4?3" Diamond stle?3 Pleated bo<

?3# S&irred Pleat?32 Single Pleats?3; Tuli's?31 Scallo's?3/ Butter,l

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# #?




EVIDENCE GUIDE

"3 Critical as'ects o,com'etenc

Assessment re8uires evidence t&at t&e candidate"3" Too- table reservations accuratel "3 Identi,ied and e<'lained t&e use o, t&e di,,erent ,ood

and beverage ares and e8ui'ment e3g3 Dinnerare%

glassare% silverare etc3"3# Com'leted and 're'ared service or aiter9s station"32 Set u' tables according to 'redetermined menu"3; Per,ormed di,,erent table na'-in ,olding stles

3 Re8uired Hnoledge 3" Foodservice o'erations3 Reservations 'rocess3# Basic t'es o, tableare

a33Dinnerareb3 Beverageareglassarec3 Silverarecutler

32 eneral rules in laing coverstable set7u'3; Di,,erent na'-in ,olding stles

31 Station mise7en7'lace3/ Tele'&one et&ics3? Table s-irting stles30 Ban8uet set7u' stles

#3 Re8uired S-ills #3" Ta-ing reservations#3 Table set7u'#3# Na'-in ,olding#32 S-irting bu,,etdis'la tables#3; Ban8uet set7u's


T&e ,olloing resources *=ST be 'rovided423" Di,,erent tableare and dining room e8ui'ment3

23 Table s-irting and set7u' 'ara'&ernalia23# Clot& na'-ins (correct sie and material)


Com'etenc ma be assessed t&roug& 4;3" >ritten andor oral 8uestions to test candidate9s

-noledge on t&e di,,erent tableare and e8ui'mentand Station mise7en7'lace

;3 Simulationrole 'la to test t&e candidate9s -noledgeand s-ills in ta-ing reservations tele'&one s-ills

;3# PracticalDemonstration ,or table setting% s-irting andna'-in ,olding

;32 Demonstration to s&o t&e t'es o, service

13 Conte<t o, Assessment Assessment must be conducted in13" >or-'lace or simulated environment or 13 T$SDA accredited assessment centervenue

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# #0




UNIT OF COMPETENCY; *ELCOME GUESTS AND TAE FOOD AND BEVERAGEORDERS

UNIT CODE ; TRS#12!

UNIT DESCRIPTOR ; T&is unit deals it& t&e -noledge and s-ills re8uired in'roviding 're7meal services to t&e dining guests as soon ast&e arrive in t&e ,oodservice ,acilit3 It covers t&e diningroom or restaurant service 'rocedures be,ore t&e ,ood andbeverage orders are served3 T&is unit involves t&e initialste's in t&e se8uence o, service t&at includes t&e elcomingo, guests% seating t&e guests% ta-ing ,ood and beverageorders and liaising beteen t&e -itc&en and t&e servicearea3

ELEMENT PERFORMANCE CRITERIAItalicized items are elaborated in t&e Range o,

ariables

"3 >elcome and greetguests

"3" uests are ac-noledged as soon as t&e arrive3"3 uests are greeted it& an a''ro'riate elcome3"3# Details o, reservations are c&ec-ed based on

establis&ed standard 'olic3

3 Seat t&e guests 3" uests are escorted and seated according to tableallocations

3 Tables are utilied according to t&e number o,

'art33# uests are seated evenl among stations to control

t&e tra,,ic ,lo o, guests in t&e dining room332 Clot& na'-ins are o'ened ,or t&e guests &en

a''licable33; >ater is served &en a''licable% according to t&e

standards o, t&e ,oodservice ,acilit3

#3 Ta-e ,ood and beverageorders

#3" uests are 'resented it& t&e menu according toestablis&ed standard 'ractice3

#3 rders are taken com'letel in accordance it&t&e establis&ment9s standard 'rocedures3

#3# S'ecial re8uests and re8uirements are notedaccuratel3

#32 @rders are re'eated bac- to t&e guests to con,irmitems3

#3; Tableare and cutler a''ro'riate ,or t&e menuc&oices are 'rovided and adEusted in accordanceit& establis&ment 'rocedures3

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# 2!




ELEMENT PERFORMANCE CRITERIAItalicized items are elaborated in t&e Range o,

ariables

23 :iaise beteen -itc&enand service areas

23" @rders are 'laced and sent to t&e -itc&en 'rom'tl323 6ualit o, ,ood is c&ec-ed in accordance it&

establis&ment standards23# Tableare is c&ec-ed ,or c&i's% mar-s% cleanliness%

s'ills% and dri's232 Plates andor tras are carried out sa,el323; Colleagues are advised 'rom'tl regarding

readiness o, items ,or service231 In,ormation about s'ecial re8uests% dietar or

cultural re8uirements is relaed accuratel to-itc&en &ere a''ro'riate3

23/ Work technolog& are observed according toestablis&ment standard 'olic and 'rocedures

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# 2"




RANGE OF VARIABLES

VARIABLE RANGE

"3 T'es o, menu *a include4"3" A la carte"3 Table d9&ote"3# Carte du Eour

3 @rdering sstems *a include4#3" Doc-et sstem#3" C&ec-list#3 Blan- order sli's#3# Touc&screen P@S sstem

#3 >or- tec&nolog *a include4

#3" P@S#3 $lectronic tablet order





EVIDENCE GUIDE


Assessment re8uires evidences t&at t&e candidate4"3" >elcomed and greeted t&e guests"3 Too- ,ood and beverage orders

"3# :iaised beteen -itc&en and service areas

3 Re8uiredHnoledge

3" >elcoming and greeting guests 'rocedures3 Seating guests 'rocedures3# Se8uence o, Food Service32 Basic *enu t'es3; @rder ta-ing 'rocedures31 Princi'les o, 'romotion and selling3/ Suggestive selling tec&ni8ues3? Product and service -noledge

#3 Re8uired S-ills #3" Basic communication s-ills

#3" Ta-ing ,ood and beverage order #3 S-ill in Tec&nolog -noledge (e3g3 P@S% electronic ordertablet% etc3


T&e ,olloing resources must be 'rovided423" Di,,erent order ta-ing sstems23 Di,,erent menu ,orms


Com'etenc ma be assessed t&roug& 4;3" Practical demonstration or ;3 Simulationrole 'las to test t&e candidate9s -noledge and s-ills

in4

a3 >elcoming and greeting guestsb3 Seating t&e guestsc3 Ta-ing ,ood and beverage orders3

13 Conte<t ,or Assessment

Assessment must be conducted in13" >or-'lace or simulated or- environment or 13 T$SDA accredited assessment centervenue

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# 2#




UNIT OF COMPETENCY; PROMOTE FOOD AND BEVERAGE PRODUCTS

UNIT CODE ; TRS#12!$

UNIT DESCRIPTOR ; T&is unit deals it& t&e -noledge and s-ills re8uired in'roviding advice to customers on ,ood and beverage

'roducts in ,oodservice enter'rises3


"3 Hno t&e 'roduct "3" Names and 'ronunciations o, dis&es in t&e menuare mastered3

"3 Ingredients o, dis&es are memoried3"3# Sauces and accom'animents are -non b &eart3"32 Descri'tions o, ever item in t&e menu are studied3"3; Common ,ood allergens are mastered to 'revent

serious &ealt& conse8uences3

3 =nderta-e Suggestiveselling

3" Information about the food items are 'rovided inclear e<'lanations and descri'tions3

3 Items on specials or promos are o,,ered to assistguests it& ,ood and beverage selections3

3# Name o, s'eci,ic menu items are suggested toguests rat&er t&an Eust mentioning t&e generalcategories in the menu to &el' t&em ma-e t&ec&oice and -no &at t&e ant3

32 Standard food and beverage pairings arerecommended3

3; Several c&oices are given to 'rovide more o'tionsto guests

31 escriptive words are used &ile e<'laining t&edis&es to ma-e it more tem'ting and a''etiing3

3/ Suggestive selling is carried out discreetl so asnot to be too 'us& or too aggressive3

#3 Carr out ='sellingstrategies

#3" Slo moving but &ig&l 'ro,itable items aresuggested to increase guest c&ec-3

#3 Second servings o, items ordered are o,,ered3#3# Food 'ortion or sie is mentioned ,or 'ossible

adEustments it& t&e orders3

#32 Ne items are recommended to regular guests toencourage t&em to tr ot&er items in t&e menu3





RANGE OF VARIABLES

VARIABLE RANGE

"3 In,ormation about t&e ,ood *a include4

"3" Coo-ing met&od"3 Serving 'ortions"3# Tastes and ,lavors"32 Ingredients including ,ood allergens"3; Coo-ing time"31 Side dis&es

3 Items on s'ecials or 'romos *a include43" Gouse s'ecials3 Sou' o, t&e da3# Combo meals32 Best sellers3; C&e,9s 'ic-31 Seasonal items

#3 eneral categories in t&e menu *a include4#3" *eat#3 egetable#3# Dessert#32 Beverages#3; $ntrKe#31 Sea,ood

23 Standard ,ood and beverage

'airings

*a include4

23" Burgers and ,ries23 Stea-s and salad23# Stea- and mas&ed 'otato232 Dessert and co,,ee23; Sea,ood it& &ite ine

;3 Descri'tive ords *a include4;3" Fres&l 're'ared;3 Delicatel seasoned;3# So,t and Euic;32 *out& atering;3; Flavor,ul

;31 S'ic

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# 2;




EVIDENCE GUIDE


Assessment re8uires evidences t&at t&e candidate4"3" Demonstrated abilit to a''l relevant ,ood and beverage

'roduct -noledge

"3 Provided advice on ,ood and beverage com'atibilit"3# Demonstrated abilit to a''l u' selling 'roducts -noledge

3 Re8uiredHnoledge

3" *enu ,amiliariation3 T'es o, *enus3# Food 'airing32 Beverage 'airing3; Suggestive selling tec&ni8ues and 'rinci'les31 ='selling tec&ni8ues3/ Food allergens

#3 Re8uired S-ills #3" Basic communication s-ills#3 Abilit to a''l selling tec&ni8ues

#3# Abilit to ma-e suggestions and recommendations in line it&customer ants and needs


T&e ,olloing resources *=ST be 'rovided423" *enu23 @rder ta-ing sstems


Com'etenc ma be assessed t&roug&4;3# Practical demonstration or ;32 Simulationrole 'las to test t&e candidate9s -noledge and s-ills

in suggestive selling and u' selling

13 Conte<t ,or Assessment Assessment must be conducted in13" >or-'lace or simulated or- environment or 13 T$SDA accredited assessment centervenue





UNIT OF COMPETENCY ; PROVIDE FOOD AND BEVERAGE SERVICES TOGUESTS

UNIT CODE ; TRS#12!$&

UNIT DESCRIPTOR ; T&is unit deals it& t&e -noledge and s-ills re8uired in

t&e 'rovision o, ,ood and beverage service to guests invarious t'es o, dining venues and diverse stles o, service3 T&is unit ,ocuses on t&e 'rocedures in t&edeliver o, ,ood and beverages to t&e guest as ell as ont&e -noledge and s-ills t&at under'ins t&e e,,icient or-'er,ormance in assisting t&e dining guest during and a,ter t&e meal service3


"3 Serve ,ood orders "3"Food orders are 'ic-ed u' 'rom'tl ,rom service areas3

"3Food orders are c&ec-ed ,or 'resentation and a''ro'riategarnis& and accom'animents3

"3#Food orders are served to t&e guests &o ordered t&em3

"32Food orders are served and cleared it& minimaldisturbance to t&e ot&er guests and in accordance to&gienic re8uirements3

"3;Food orders are served in accordance it& t&e enter'riseserving st&le standards3

"31Name o, t&e dis& or order is mentioned u'on serving t&eguest3

"3/%equence of service and meal deliver is monitored inaccordance it& enter'rise 'rocedures3

3 Assist t&e diners 3" Additional re8uests or needs o, t&e guests areantici'ated3

3 Additional ,ood and beverage are o,,ered and served att&e a''ro'riate times3

3# Necessar condiments and a''ro'riate tableare are'rovided based on t&e ,ood order3

32 Delas or de,iciencies in service are recognied and,olloed u' 'rom'tl based on enter'rise 'olic3

3; T&e 5-minute check6 is conducted to c&ec- guest Lssatis,action3

31 C&ildren and guests with special needs are treatedit& e<tra attention and care3

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# 2/





/3 *anage into<icated'ersons

/3" :evels o, into<ication o, customers are determined/3 Di,,icult situations are re,erred to an a''ro'riate 'erson/3# A''ro'riate 'rocedures are a''lied to t&e situation and

in accordance it& enter'rise 'olic/32 :egislative re8uirements are a''lied





RANGE OF VAIABLES

VARIABLE SCOPE

"3 Serving stles *a include4"3" American Service (Plate Service)

"3 Russian Service (Platter Service)"3# Bu,,et Service

3 Se8uence o, service *a include43" >elcomingreeting o, guest3 Seating t&e guest3# Ta-ing beverage orders32 Presenting t&e menu3; Ta-ing ,ood orders31 >ine service3/ Serving ,ood orders3? Crumblingbrus&ing table30 Co,,eetea service3"! Pre'aring and 'resenting t&e bill

#3 #7*inute C&ec- *a include4#3" $nsure guest satis,action about t&eir meals#3 Re'lenis& condiments#3# Providing additional items#32 Clear unused items

23 uests it& s'ecialneeds

*a include4#3" C&ildren#3 $lderl 'eo'le

#3# Persons it& Disabilit#32 IP guests

;3 eneral service'rinci'les

*a include423" Never reac& in ,ront o, t&e guest &en serving

anot&er323 Do not 'lace dirt% c&i''ed% crac-ed tableare be,ore

t&e guest323# Gandle ,latarecutleries and glassare 'ro'erl232 lasses s&ould never be ,illed too ,ull323; lasses are &andled b t&e base or t&e stem3231 Crumb table &en necessar3

13 Beverages *a include4;3" Alco&olic beverages;3 Non7Alco&olic beverages( e3g3 Euices% sodas% co,,ee%

tea)

/3 >ine service *a include413" Presenting t&e ine313 @'ening ine13# Pouring ine

?3 Cas& 'aments *a include4/3" Pament in notes and coins

/3 Pament in a ,oreign currenc/3# Calculating currenc e<c&ange rates

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# ;!




VARIABLE SCOPE

03 Non7cas& 'aments *a include4

?3" Debit and credit cards?3 C&ec-s (Personal% business% travelers)?3# In7&ouse vouc&ers?32 C&arges to com'an accounts

"!3Recei'ts issued *a include403" Issuing recei'ts via cas& registerterminal03 Issuing &and ritten recei't03# Com'ling it& legal re8uirements o, &ost countr to

'rovide recei't

""3 Re8uireddocumentation *a include4"!3" Internal documentation"!3 $<ternal agent documentation

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# ;"




EVIDENCE GUIDE


Assessment re8uires evidences t&at t&e candidate4"3" Per,ormed t&e various stles o, ,ood service"3 Demonstrated service 'rinci'les"3# $<'lained t&e se8uence o, service

"32 Per,ormed t&e +#7minute. c&ec-"3; Described &o to &andle guests it& s'ecial needs"31 @'ened ine bottles in ,ront o, a guest"3/ Described ban8uet service"3? $<'lained closing duties"30 Processed 'aments and recei'ts during t&e trade"3"! *anaged into<icated 'ersons

3 Re8uired Hnoledge 3" Di,,erent Food service stles3 eneral service 'rinci'les3# Se8uence o, service32 Gandling guests it& s'ecial needs

3; >ine -noledge and service31 Ban8uet service3/ Food sa,et 'rinci'les

#3 Re8uired S-ills #3" Food service stles#3 Carring 'lates and tras#3# Presenting and o'ening ines#32 Beverage service


T&e ,olloing resources *=ST be 'rovided423" Di,,erent -inds o, tableare4 dinnerare% glassare%

,latare% &olloare23 >ines (uno'ened bottles)23# Bar tools (e3g3 Cor- scre or ine o'ener)232 Dining roomrestaurant e8ui'ment e3g Co,,ee 'ots3

dumbaiter (stand)


Com'etenc ma be assessed t&roug& 4;3" >ritten andor oral 8uestions to test candidate9s

-noledge on4;3"3" T&e se8uence o, service;3"3 Di,,erent ,ood service stles;3"3# Ban8uet service

;3"32 Beverage service;3"3; Assisting t&e dining guests

;3 Demonstration it& 8uestioning on;33" Se8uence o, service;33 Food service stles;33# Go to 'resent% o'en and serve ine in ,ront

o, t&e guest


Assessment must be conducted in13" >or-'lace or simulated or- environment or 13 T$SDA accredited assessment centervenue





UNIT OF COMPETENCY ; PROVIDE ROOM SERVICE

UNIT CODE ; TRS#12!$1

UNIT DESCRIPTOR ; T&is unit deals it& t&e -noledge and s-ills re8uired int&e 'rovision o, ,ood and beverage service 'articularl

in t&e guest room o, a commercial accommodationestablis&ment3


Italicized terms are elaborated in t&e Range o, ariables

"3 Ta-e and 'rocessroom service orders

"3" Tele'&one call is ansered 'rom'tl and courteousl inaccordance it& customer service standards3

"3 uests9 name is c&ec-ed and used t&roug&out t&einteraction

"3# Details o, orders are clari,ied% re'eated and c&ec-edit& guests ,or accurac

"32 Suggestive selling tec&ni8ues are used3"3; uests are advised o, a''ro<imate time o, deliver"31 !elevant information are recorded and c&ec-ed in

accordance it& establis&ment 'olic and 'rocedures"3/ Room service orders received ,rom door-nob doc-ets

are inter'reted accuratel3"3? @rders are 'rom'tl trans,erred and relaed to

a''ro'riate location ,or 're'aration3

3 Set u' tras andtrolles

3" !oom service equipment and supplies are 're'aredin accordance it& establis&ment 'rocedures3

3 Pro'er room service e8ui'ment and su''lies areselected and c&ec-ed ,or cleanliness and condition3

3# Tras and trolles are set u' -ee'ing in mind balance%sa,et and attractiveness3

32 !oom service tra&s or trolle&s are set up accordingto t&e ,ood and beverage ordered

3; @rders are c&ec-ed be,ore leaving t&e -itc&en ,ordeliver3

31 Food items are covered during trans'ortation to t&eroom3

#3 Present and serve

,ood and beverageorders to guests

#3"T&e guest9s name is veri,ied on t&e bill be,ore announcing

t&e sta,,9s 'resence outside t&e door3#3uests are greeted 'olitel in accordance it& t&e it&

establis&ment9s service 'rocedures3#3#uests are as-ed &ere t&e ant t&e tra or trolle

'ositioned3#32Food orders are delivered on t&e time desired b t&e

guest3

23 Present room serviceaccount

23" uests9 accounts are c&ec-ed ,or accurac and 'resentedin accordance it& establis&ment 'rocedures

23 Cas& 'aments are ac-noledged and t&en 'resented tot&e cas&ier ,or 'rocessing in accordance it&

establis&ment guidelines23# For c&arge accounts% guests are as-ed to sign t&e bills3

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# ;#





Italicized terms are elaborated in t&e Range o, ariables

;3 Clear aa room

service e8ui'ment

;3" Procedure to ta-e aa t&e tra or trolle &en t&e

guests &ave ,inis&ed t&eir meal is e<'lained3;3 Floors are c&ec-ed and cleared in accordance it&

establis&ment 'olic and guidelines3;3# Dirt tras are cleared in accordance it& t&e

establis&ment9s 'rocedure3;32 Tras and trolles are cleaned and returned to t&e room

service area3

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# ;2




RANGE OF VARIABLES

VARIABLE RANGE

"3 Relevant in,ormation *a include 4

"3" Name o, t&e guest

"3 Room number

"3# Number o, 'ersons

"32 Detailed ,ood orders

"3; Time t&e order as ta-en

"31 Time ,or deliver

3 Room servicee8ui'ment andsu''lies

*a include4

3" Tras and trolles

3 Toasters

3# Tableare and a''ointments32 >arming e8ui'ment

3; :inen

31 Printed materials

#3 Set7u's ,or roomservice tras and ortrolles

*a include4

#3" Butters

#3 Condiments

#3# Cutler

#32 lassare

#3; Beverages

#31 :inen

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# ;;




UNIT OF COMPETENCY ; RECEIVE AND HANDLE GUEST CONCERNS

UNIT CODE ; TRS#12!$2

UNIT DESCRIPTOR ; T&is unit deals it& t&e -noledge and s-ills re8uired in

receiving and &andling guest com'laints3


"3 :isten to t&ecom'laint

"3" T&e entire stor or issue o, concern is obtained ,romt&e guest it&out interru'tion3

"3 Details o, t&e guest complaint or concern are noted3"3# Full attention is given to t&e com'laining guest3"32 uest com'laint is 'ara'&rased to determine i, t&e

concern is correctl understood3

3 A'ologie to t&eguest

3" Sincere a'olog is o,,ered ,or t&e disservice33 +mpath& is s&on to t&e guest to s&o genuine

concern and consideration33# $<cuses or blaming ot&ers are avoided332 ratitude is e<'ressed to t&e guest ,or bringing t&e

matter u' ,or attention3

#3 Ta-e 'ro'er actionon t&e com'laint

#3" 7ppropriate action is ta-en regarding guest9sconcerns3

#3 T&e rig&t 'erson or de'artment &o can solve t&e'roblem is in,ormed ,or 'ro'er action3

#3# Di,,icult situations or serious concerns are elevated orre,erred to &ig&er aut&orit3

#32 Problem is ,olloed7u' to c&ec- &et&er it solved ornot3

23 Record com'laint 23" Com'laints are documented according to t&eestablis&ment standard 'rocedures3

23 Persons concerned are recognied and actions ta-enare recorded3

23# Feedbac- received ,rom guests is logged and collated3

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# ;/




RANGE OF VARIABLES

VARIABLE RANGE

"3 uest com'laint *a include4

"3" =ndelivered 'romise

"3 Poor condition o, 'ro'ert

"3# Dirt 'ro'ert

"32 Poor service

"3; =n,riendl 'ersonnel

3 $m'at& *a include4

3" Agree trut&,ull to minor 'oints

3 $<'ress sincere regret

3# T&an- t&e guest ,or bringing u' t&e matter

32 Do not ta-e o,,ense &en guest com'lains3; A''roac& it& ,riendl s'irit

#3 A''ro'riate actions *a include4

#3" Product re'lacements

#3 Correction

#3# Addition

#32 Pro'er endorsement

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# ;?




EVIDENCE GUIDE


Assessment re8uires evidences t&at t&e candidate4

"3" :istened and obtained t&e entire stor or com'laint

"3 Para'&rased t&e guest com'laint

"3# S&oed em'at& toards com'laining guest"32 Too- action on t&e guest com'laint

"3; Recorded com'laint

3 Re8uired Hnoledge 3" eneral service 'rinci'lesStandards o, service

3 Se8uence o, service

3# Gandling guests it& s'ecial needs

32 Dealing it& di,,icult customerclients

#3 Re8uired S-ills #3" :istening s-ills

#3 Basic 'roblem solving s-ills

#3# $,,ective communication s-ills

#32 Summariing and 'ara'&rasing

23 Resource Im'lications T&e ,olloing resources *=ST be 'rovided4

23" Actual documents or records o, guest com'laints

23 Feedbac- ,orms

;3 *et&ods o,

Assessment

Com'etenc ma be assessed t&roug&4

;3" Role 'laSimulation to test candidate9s -noledge ands-ills in listening to guest com'laints% 'ara'&rasingconcerns and ta-ing action on t&e guest com'laint3


Assessment ma be conducted in4

13" >or-'lace or simulated or- environment or

13 T$SDA accredited assessment centervenue

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# ;0



SECTION ! TRAINING STANDARDS

T&ese guidelines are set to 'rovide t&e Tec&nical and ocational $ducation andTraining (T$T) 'roviders it& in,ormation and ot&er im'ortant re8uirements to consider &en designing training 'rograms ,or FOOD AND BEVERAGE SERVICES NC II3

T&e guidelines include in,ormation on curriculum design% training deliver% trainee

entr re8uirements% tools and e8ui'ment% training ,acilities% and trainer9s 8uali,icationamong ot&ers3

!.1 CURRICULUM DESIGN

Co+,e T-e4 FOOD AND BEVERAGE SERVICES NC Le8e; NC II

No/-3a T,a-3-3g D+,a-o3; 1 H,. (Ba-0)1 H,. (Co//o3)

!2& H,. (Co,e)Co+,e De0,-5-o3;

T&is course is designed to en&ance t&e -noledge% s-ills and attitudes -3 FOODAND BEVERAGE SERVICES NC II in accordance it& industr standards3 It covers t&ebasic% common and core com'etencies re8uired in t&e deliver o, ,ood and beverageservice in various ,oodservice ,acilities3 It covers t&e core com'etencies on 're'aring t&edining room ,or service% elcoming guests and ta-ing ,ood and beverage orders%'romoting ,ood and beverage 'roducts% 'roviding ,ood and beverage service to guests%'roviding room service% and receiving and &andling guest concerns3

BASIC COMPETENCIES

Unit of Competency Learning Outcomes Methodology Assessment Approach"3 Partici'ate inor-'lacecommunication

"3" @btain and conveor-'lace in,ormation

"3 S'ea- $nglis& at abasic o'erational level

"3# Partici'ate inor-'lace meeting anddiscussion

"32 Com'lete relevantor- related documents

rou'DiscussionInteractionPractice session

• Demonstration• @bservation• Intervies

6uestioning

3 >or- in teamenvironment

3" Describe and identi,team role andres'onsibilit in a team

3 Describe or- as ateam member

3# >or- e,,ectivel it&colleagues

3# >or- in a socialldiverse environment

DiscussionInteractionSimulationames


6uestioning

#3 Practice career'ro,essionalism

#3" Integrate 'ersonalobEectives it&organiational goals

#3 Set and meet or-'riorities

#3# *aintain 'ro,essional

grot& anddevelo'ment

DiscussionInteractionRole Pla


8uestioning

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# 1!



Unit of Competency Learning Outcomes Methodology Assessment Approach23 Practice

occu'ational&ealt& andsa,et'rocedures

23" $valuate &aard andris-s

23 Control &aards andris-s

23# *aintain occu'ational&ealt& and sa,et

aareness232 Per,orm basic ,irst7aid

'rocedures

:ecture7DiscussionPlant tour Sm'osium

• @bservation• Intervie

COMMON COMPETENCIES

U3- o9 Co/5ee30=

Lea,3-3g O+0o/e Me7o4oog=Ae/e3

A55,oa07"3 Develo' and

u'date industr-noledge

"3" See- in,ormation ont&e industr

"3 ='date continuouslrelevant industr-noledge

"3# Develo' and u'datelocal -noledge

"32 Promote 'roducts andservices to customers

:ecturerou'DiscussionIndividualrou' Assignment

Field isitideoPresentation

• Intervies

6uestioning• Individualrou'

ProEect or Re'ort

3 @bserve

or-'lace&giene'rocedures

3" Follo &giene

'rocedures3 Identi, and 'revent

&giene ris-

:ecture

DemonstrationRole7'la

Case Stud

• Demonstration

• >ritten$<amination

• Intervies

6uestioning

#3 Per,ormcom'utero'erations

#3" Plan and 're'are tas-to be underta-en

#3 In'ut data into acom'uter

#3# Assess in,ormationusing com'uter

#32 Produce out'ut datausing com'uter sstem

#3; *aintain com'utersstem

:ecturerou'DiscussionTutorial or sel,7'ace

Demonstration

Practice Session

• Intervies

6uestioning

• Demonstration

• @bservation

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# 1"



U3- o9 Co/5ee30=

Lea,3-3g O+0o/e Me7o4oog=Ae/e3

A55,oa07

23 Per,ormor-'lace andsa,et 'ractices

23" Practice or-'lace'rocedures ,or &ealt&%sa,et and securit'ractices

23 Per,orm c&ild'rotection dutiesrelevant to t&e tourismindustr

23# @bserve and monitor'eo'le

232 Deal it& emergencsituations

23; *aintain sa,e 'ersonal

'resentation standards231 *aintain a sa,e andsecure or-'lace

:ectureDemonstrationRole7'laSimulation

• Demonstration

• Intervies

6uestioning• >ritten

$<amination

;3 Providee,,ectivecustomerservice

;3" reet customers;3 Identi, needs o,

customers;3# Deliver service to

customer ;32 Gandle 8ueries t&roug&

use o, commonbusiness tools and

tec&nolog;3; Gandle com'laints

con,lict situations%evaluation andrecommendations

:ectureDemonstrationRole7'laSimulation

• Demonstration

• Intervies

6uestioning

• @bservation




CORE COMPETENCIES

U3- o9 Co/5ee30=

Lea,3-3g O+0o/e Me7o4oog=Ae/e3 A55,oa07

"3 Pre'are t&edining roomrestaurantarea ,orservice

"3"Ta-e table reservation"3Pre'are service

stations ande8ui'ment

"3# Set7u' t&e tables int&e dining area

"32Set t&emoodambiance o,t&e dining area

:ecture7DiscussionDemonstrationit& return demoRole Pla Audio7visual'resentationsisual aids('&otos%draings)

• Simulation

Practical test• @ral 8uestioning

• >ritten e<am

3 >elcomeguests and

ta-e ,ood andbeverageorders

3" >elcome and greetguests

3 Seat t&e guest3# Ta-e ,ood and

beverage orders32 :iaise beteen

-itc&en and serviceareas

:ecture7Discussion

DemonstrationRole Pla

• SimulationPractical

test it& oral

8uestioning

#3 Promote ,oodand beverage'roducts

#3" Hno t&e 'roduct#3 =nderta-e

Suggestive selling#3# Carr out ='selling

strategies

:ecture7DiscussionRole Pla

• Practical test

• @ral 6uestioning

23 Provide ,oodand beverageservices toguests

23" Serve ,ood orders23 Assist t&e diners23# Per,orm ban8uet or

catering ,ood service232 Serve beverage

orders23; Process 'aments

and recei'ts231 Conclude ,ood

service and close

don dining area23/ *anage into<icated

'ersons

:ecture7Discussion AFilm vieingDemonstrationRole Pla

• >ritten or oral

e<amination

• Practical test

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# 1#



!.2 TRAINING DELIVERY

T&e deliver o, training s&ould ,ollo to t&e design o, t&e curriculum3 Delivers&ould be guided b t&e "! basic 'rinci'les o, com'etenc7based T$T3

• T&e training is based on curriculum develo'ed ,rom t&e com'etenc standards5

• :earning is modular in its structure5

• Training deliver is individualied and sel,7'aced5

• Training is based on or- t&at must be 'er,ormed5

• Training materials are directl related to t&e com'etenc standards and t&e

curriculum modules5

• Assessment is based on t&e collection o, evidence o, t&e 'er,ormance o, or-

to t&e industr re8uired standard5

•

Training is based bot& on and o,,7t&e7Eob com'onents5• Allos ,or recognition o, 'rior learning (RP:) or current com'etencies5

• Training allos ,or multi'le entr and e<it5 and

• A''roved training 'rograms are Nationall Accredited

T&e com'etenc7based T$T sstem recognies various t'es o, delivermodes% bot& on and o,,7t&e7Eob as long as t&e learning is driven b t&e com'etencstandards s'eci,ied b t&e industr3 T&e ,olloing training modalities ma be ado'ted&en designing training 'rograms4

• T&e dualied mode o, training deliver is 're,erred and recommended% t&us%

'rograms ould contain bot& in7sc&ool and in7industr training or ,ieldor-com'onents3 Details can be re,erred to t&e Dual Training Sstem (DTS)Im'lementing Rules and Regulations

• *odularsel,7'aced learning is a com'etenc7based training modalit &ere t&e

trainee is alloed to 'rogress at &is on 'ace3 T&e trainer onl ,acilitates t&etraining deliver

• Peer teac&ingmentoring is a training modalit &erein ,ast learners are given

t&e o''ortunit to assist t&e slo learners• Su'ervised industr training or on7t&e7Eob training is a training a''roac&

designed to en&ance t&e -noledge and s-ills o, t&e trainee t&roug& actuale<'erience in t&e or-'lace to ac8uire s'eci,ic com'etencies 'rescribed in t&etraining regulations

• Distance learning is a ,ormal education 'rocess in &ic& maEorit o, t&e

instruction occurs &en t&e students and instructor are not in t&e same 'lace3Distance learning ma em'lo corres'ondence stud% audio% video or com'uter tec&nologies

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# 1;



!.! TRAINEE ENTRY REQUIREMENTS

Trainees or students &o is& to enter t&is training s&ould 'ossess t&e ,olloingre8uirements4

• can communicate in basic $nglis& bot& oral and ritten

• at least com'leted t&e "!7ear basic education• can 'er,orm basic mat&ematical com'utation

!." LIST OF TOOL> EQUIPMENT AND MATERIALS FOR FOOD AND BEVERAGESERVICES NC II

Recommended list o, tools% e8ui'ment and materials ,or t&e training o, ; trainees,or Food and Beverage Services NC II3

*AITERING TOOLS> MATERIALS AND EQUIPMENT

QTY DINNER*ARE QTY CUTLERIES QTY GLASS*ARE

2 'csDinner 'lates%"!.

2 'cs3 Dinner -nives2

'cs3Red ine glasses

1 'cs3S&oservice'lates% ""7"2.

2 'cs3 Dinner ,or-s2

'cs3>&ite ine glasses

2 'cs3Salad 'lates /7?.

2 'cs3 Salad -nives2

'cs3>ater goblets

2 'cs3

Fis& 'lates% ?7

0. 2 'cs3 Salad ,or-s

2

'cs3

uice glassesGi ball

2 'cs3Dessert 'lates%/7?.

2 'cs3 Fis& -nives2

'cs3C&am'agne ,lute

2 'cs3Side 'lates orbread 'lates% 1.

2 'cs3 Fis& ,or-s2

'cs3Collins glasses

2 'cs3Sou''latebol

2 'cs3Sou' s'oons (creamand consume)

2'cs3

Pilsner glassesIce teaglasses

2 'cs3Cu's andsaucers ;71 o

2 'cs3 Dessert s'oons

2 'cs3 Dessert ,or-s

2 'cs3 Teas'oons

2 'cs3 Coc-tail ,or-s

1 'cs3 Service ,or-s

1 'cs3 Service s'oons

2 'cs3 Stea- -nives

2 'cs3 Butter -nives

2 'cs3 @ster ,or-s




QTYOTHER

SERVICE*ARE QTY QTY OTHER ACCESSORIES

units Co,,ee 'ot2

'cs3;2.M;2 table clot&

'cs3*enu Folders

units Tea 'ot 'cs3 Table s-irting clot&s 'cs3 @rder 'ads

2'cs Salt and Pe''ers&a-ers

'cs3

Rectangular tableclot&s

'cs3

Bill ,olderc&ange tras

1 'cs service tras 2'cs3

Side toels "unit

>aiter stationcabinet

? 'cs Silver 'latters #!'cs3

"1. <"1. Clot& Tablena'-in

'cs3

Tra stand (o'tional)

? 'cs Round (bar) tras

2 'cs Toot& 'ic-&olders

TABLES<CHAIRS

1 'cs Na'-in &olders 2'cs3

S8uarerectangulartables (29s19s)

; 'cs Sugar containers 'cs3

round tables (?9s)

; 'cs Creamercontainers

#1'cs3

DiningBan8uet c&airs

2 'cs Saucegrav

boats2 'cs Sou' tureen

'cs Pe''ermill

'cs Food tongs

'cs3 Sauce ladles

'cs3 Sou' ladles

'cs3 Ca-e servers1 'cs3 >ater 'itc&ers

? 'cs3 (Room Service)Plate covers

'cs3 Ice buc-ets it&tongs

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# 1/



!.# TRAINING FACILITIES


Based on a class inta-e o, ; studentstrainees3

S5a0e Re?+-,e/e3 S-@e -3 Mee, A,ea -3 S?.Mee,

Toa A,ea -3 S?.Mee,

:ecture:aborator Area ; < "! ;! ;!

>as& Room < ; "! "!

Tool RoomSu''l Room ; < 2 ! !

Circulation Area ; < ; ; ;

Toa *o,7o5 A,ea ; 1&#

!.% TRAINERS QUALIFICATIONS FOR TOURISM SECTOR (HOTEL ANDRESTAURANT)


TRAINERS QUALIFICATION

• *ust be a &older o, National T$T Trainers Certi,icate (NTTC) :evel I in Food

and Beverage Services NC II

•

*ust &ave at least ears industr e<'erience• *ust &ave attended andor &as been involved in ,ood and beverage service

trainings% seminars% conventions or related activities in t&e last ; ears

!.' INSTITUTIONAL ASSESSMENT

Institutional assessment is underta-en b trainees to determine t&eir ac&ievemento, units o, com'etenc3 A certi,icate o, ac&ievement is issued ,or eac& unit o, com'etenc3

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# 1?



SECTION " NATIONAL ASSESSMENT AND CERTIFICATION ARRANGEMENTS

23" To attain t&e National 6uali,ication o, FOOD AND BEVERAGE SERVICES NC II%t&e candidate must demonstrate com'etence in all t&e units o, com'etenc listed inSection "3 Success,ul candidates s&all be aarded a National Certi,icate signed b

t&e T$SDA Director eneral3

23 T&e 8uali,ication ,or FOOD AND BEVERAGE SERVICES NC II ma be attainedt&roug& demonstration o, com'etence in all t&e units o, com'etenc covering allt&e re8uired core units o, 8uali,ication3

23# Assessment s&all ,ocus on t&e core units o, com'etenc3 T&e basic and commonunits s&all be integrated or assessed concurrentl it& t&e core units3

232 T&e ,olloing are 8uali,ied to a''l ,or assessment and certi,ication4

2323" raduates o, ,ormal% non7,ormal and in,ormal including enter'rise7basedtraining 'rograms

2323 $<'erienced or-ers (age em'loed or sel,7em'loed)

23; T&e guidelines on assessment and certi,ication are discussed in detail in t&e#$%ocedu%es &anual on Assessment and 'e%tification and #)uidelines on the*mplementation of the $hilippine T+ET ,ualification and 'e%tification S-stem(PTQCS).3




TR – Food and Beverage Services NC II (Amended) Promulgated December !"# /"



ACNO*LEDGEMENTS

T&e Tec&nical $ducation and S-ills Develo'ment Aut&orit (T$SDA) is&es toe<tend t&an-s and a''reciation to t&e man re'resentatives o, business% industr%academe and government agencies &o donated t&eir time and e<'ertise to t&edevelo'ment and validation o, t&ese Training Regulations3

REVIEW PANEL

MA. SUSANNA F. EDILO MA. CHRISTINA G. AQUINOSc&ool Director% P&ili''ine Barista J Co,,ee Academ CG$D Tec&nical Committee *ember*ember% Tourism Industr Board Foundation% Inc3 TIBFI – Board Secretar

(TIBFI) Immediate Past President% Council*ar-eting Director ,or International A,,airs o, Gotel and Restaurant $ducatorsBrdge P&ili''ines Inc3 o, t&e P&ili''ines (C@GR$P)

AS$AN *aster Assessor :ceum o, t&e P&ili''ines =niversit Intramuros% *anila

ANABELLE O. MORENO AS$AN *aster Assessor C&air Tourism Industr Board Foundation% Inc3

(TIBFI) =niversit o, t&e P&ili''ines 7 Asian Institute o, Tourism (=P7AIT) =P Diliman% 6ueon Cit

Past President% Association o, Guman Resources *anagers ,or Gotels and Restaurants (AGR*) AS$AN *aster Trainer

NOEMI TERESA . CANCIO SHEILA DA*ANG Gos'italit *anagement $ducation Pro,essor Consultant and Gos'itait Guman Ca'ital :ceum o, t&e P&ili''ines =niversit Trainer Batangas Cit AS$AN *aster Trainer AS$AN *aster Trainer

RHEA CORINA MEIA RYAN MEIA Associate Dean Facult:ceum o, t&e P&ili''ines =niversit :ceum o, t&e P&ili''ines =niversitBatangas Cit Batangas Cit

AS$AN *aster Trainer AS$AN *aster Assessor

MAUREEN PEREProgram C&air :ceum o, t&e P&ili''ines =niversit:aguna AS$AN *aster Trainer

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# /



The Participants in the Valiati!n !" these Trainin# Re#$lati!ns

VICTOR ANTONIO F. ALCUA PHOEBE ELIE AREO President Tourism @'erations @,,icer Association o, Guman Resources Standards Develo'ment Division *anagers in t&e Gos'italit Industr (AGR*) De'artment o, Tourism (D@T)

T3*3Hala% *anila

ELIABETH A. GUEVARRA GLORIA V. PUNALAN *ember% C@GR$P Tourism @'erations @,,icer Assistant Pro,essor Standards Develo'ment Division

=niversit o, Santo Tomas (=ST) De'artment o, Tourism (D@T) $s'aa% *anila T3*3 Hala% *anila

RO*ENA P. SAGAYSAY DANIEL L. EDRALIN *ember% C@GR$P Board *ember Dean Tourism Industr Board Foundation% Inc3 College o, Gos'italit *anagement (TIBFI) National =niversit (N=) National =nion o, >or-ers in Gotels and Sam'aloc% *anila Restaurant and Allied Industries

(N$>GRAIN7AP:)

T7e Me/:e, o9 7e TESDA Boa,4 a34 Se0,ea,-a

T7e Ma3age/e3 a34 Sa99 o9 7e TESDA Se0,ea,-a

• Q+a-9-0a-o3 a34 Sa34a,4 O99-0e (QSO)

TR – Food and Beverage Services NC II (Amended) Promulgated December !"# /#

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