CBC Food and Bev

SECTOR
BASIC COMPETENCY
:
:
TOURISM
COMMUNICATIONS
UNIT OF COMPETENCY :
PARTICIPATE IN WORKPLACE COMMUNICATION
MODULE TITLE
PARTICIPATING IN WORKPLACE COMMUNICATIONS
MODULE DESCRIPTOR :
This module covers the knowledge, skills and attitudes

required to obtain, interpret and convey information in
response to workplace requirements.
SUGGESTED DURATION :
16 hrs
QUALIFICATION LEVEL
NC II
PREREQUISITE
Receive and Respond to workplace Communication. (NCI)
SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/ trainees will be able to:
LO 1. Obtain and convey workplace information
LO 2. Complete relevant work related documents.
LO 3. Participate in workplace meeting and discussion.
LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION.

ASSESSMENT CRITERIA:
1.
2.
3.
4.
5.
6.
7.
Specific relevant information is accessed from appropriate sources.

Effective questioning and active listening and speaking are used to gather
and convey information.
Appropriate medium is used to transfer information and ideas.
Appropriate non-verbal communication is used.
Appropriate lines of communication with superiors and colleagues are
identified and followed.
Defined work procedures for the location and storage of information are
used.
Personnel interaction is carried out clearly and concisely.
CONTENTS:
1.
2.
3.
4.
Parts of speech
Sentence construction
Effective communication
Conduct interviews
CONDITIONS:
The students/ trainees must be provided with the following:
1.
2.
3.
Writing materials (pen & paper)

References (books)
Manuals
METHODOLOGIES:
1.
2.
3.
4.
Group discussion
Interaction
Lecture
Reportorial
ASSESSMENT METHOD:
1.
2.
3.
Written test
Practical performance test
Interview
L03.
COMPLETE RELEVANT WORK RELATED DOCUMENTS.
1.
2.
3.
4.
5.
Ranges of forms relating to conditions of employment are completed

accurately and legibly.
Workplace data is recorded on standard workplace forms and documents.
Basic mathematical process are used for routine calculations.
Errors in recording information on forms! documents are identified and
rectified.
Reporting requirements to superior are completed according to enterprise
guidelines.
CONTENTS:
1.
2.
3.
Basic mathematics
Technical writing
Types of forms
CONDITIONS:
The students/trainees must be provided with the following:
1.
2.
3.
4.
Paper
Pencils / ball pen
Reference books
Manuals
METHODOLOGIES:
1.
2.
3.
Group discussion
Interaction
Lecture
ASSESSMENT METHOD:
1.
2.
3.
Written test
Practical! Performance test
Interview
LO2. PARTICIPATE IN WORKPLACE MEETING AND DISCUSSION.

1.
2.
3.
4.
5.
6.
Team meetings are attended on time.

Own opinions are clearly expressed and those of others are listened to
without interruption.
Meeting inputs are consistent with the meeting purpose and establish
protocols.
Workplace interaction are conducted in a courteous manner appropriate to
cultural background and authority in the enterprise procedures.
Questions about simple routine workplace procedures and matters
concerning conditions of employment are asked and responded.
Meeting outcomes are interpreted and implemented.
CONTENTS:
1.
2.
3.
Sentence construction
Technical writing
Recording information
CONDITIONS:
1.
2.
3.
4.
Paper
Pencils/ball pen
References (books)
Manuals
METHODOLOGIES:
1.
2.
3.
Group discussions
Interaction
Lecture
ASSESSMENT METHOD:
1.
2.
3.
Written test
Practical / performance test
Interview
BASIC COMPETENCY
TEAM WORK
WORK IN A TEAM ENVIRONMENT
MODULE TITLE
WORKING IN A TEAM ENVIRONMENT
MODULE DESCRIPTOR :
This module covers the knowledge, skills, and attitudes

required to relate in a work based environment.
SUGGESTED DURATION :
QUALIFICATION LEVEL
NCII
PREREQUISITE
TEAMWORK (NC I)

Upon completion of this module the students/ trainees will be able to:
LO1. Describe and identify team role and responsibility in a team.
LO2. Describe work as a team.
LO 1. DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A TEAM.

1.
2.
3.
4.
5.
Role and objective of the team is identified.

Team parameters, relationships and responsibilities are identified.
Individual role and responsibilities within team environment are identified.
Roles and responsibilities of other team members are identified and
recognized.
Reporting relationships within team and external to team are identified.
CONTENTS:
1.
2.
3.
4.
Team role.
Relationship and responsibilities
Role and responsibilities with team environment.
Relationship within a team.
CONDITIONS:
1.
2.
3.
4.
5.
SOP of workplace
Job procedures
Client / supplier instructions
Quality standards
Organizational or external personnel
METHODOLOGIES:
1.
2.
3.
Group discussion/interaction
Case studies
Simulation
ASSESSMENT METHODS:
1.
2.
3.
4.
Written test
Observation
Simulation
Role playing
LO2. DESCRIBE WORK AS A TEAM MEMBER

1.
2.
Appropriate forms of communication and interactions are undertaken.

Appropriate contributions to complement team activities and objectives
were made.
Reporting using standard operating procedures followed.
Development of team work plans based from role team were contributed.
3.
4.
CONTENTS:
1.
2.
3.
Communication process
Team structure / team roles
Group planning and decision making
CONDITIONS:
The students I trainees must be provided with the following:
1.
2.
3.
SOP of workplace
Job procedures
Organization or external personnel
METHODOLOGIES:
1.
2.
3.
Group discussion/interaction
Case studies
Simulation
ASSESSMENT METHOD:
1.
2.
3.
Observation of work activities

Observation through simulation or role play
Case studies and scenarios.
PRACTICE CAREER PROFESSIONALISM
UNIT CODE
500311107
MODULE TITLE
PRACTICING CAREER PROFESSIONALISM
MODULE DESCRIPTOR :
in promoting career growth and advancement.
NOMINAL DURATION
CERTIFICATE LEVEL
PRE-REQUISITE
NATIONAL CERTIFICATE LEVEL II

Upon completion of the module, the trainees/ students should be able to
LO 1. Integrate personal objectives with organizational goals
LO 2. Set and meet work priorities
LO 3. Maintain professional growth and development
LO 1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS
1. Pursue personal growth and work plan towards improving qualifications set for
profession
2. Maintain intrapersonal and interpersonal relationships in the course of managing
self, based on performance evaluation.
3. Commitment to the organization and its goal is demonstrated in the performance
of duties
CONTENTS:
1. Code of conduct and code of ethics
2. Personal hygiene
3. Interpersonal and intrapersonal skills
4. Communication skills
5. Fundamental rights at work
6. Company procedures and standards
CONDITIONS:
Student/ trainee must be provided with the following:
Tools
Equipment
simulated laboratory room
electronic learning device
computer
television and video set
METHODOLOGY:
Video presentation
Discussion
Research
Interview - oral
written
Observation
ASSESSMENT METHOD:
Materials/ Supplies
case studies
prints and media
LO 2. SET AND MEET WORK PRIORITIES

1. Completing demands are prioritized to achieve personal, team and organizational
goals and objectives
2. Resources are utilized efficiently and effectively to manage with priorities and
commitments
3. Practice long economic use and maintenance equipment and facilities are followed
as per established procedures.
CONTENTS:
1. Work values and ethics
2. Company policies
3. Company operating procedures and standards
4. Gender and Development
5. Personal Hygiene
CONDITIONS:
Tools
assessment tools for case
studies
Equipment
simulated laboratory room
Materials/ Supplies
case studies
electronic learning device

computer
prints and media

Workplace/ location
assessment
television and video set
METHODOLOGY:
Lecture/ Discussion
Research/ project
Interview - oral
Written
Portfolio assessment
Simulation
ASSESSMENT METHOD:
LO 3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

1. Trainings and career opportunities are identified and availed of based on job
requirements
2. Recognitions are sought/ received and demonstrated as proof of career
advancement
3. Obtain and renew licenses and/ or certifications relevant to job and career
CONTENTS:
1. Certifications and licenses appreciation
2. Participate in training programs
3. Awards/ rewards
CONDITIONS:
Materials/ Supplies
Certificates and licenses
pen and paper
METHODOLOGY:
Film viewing
Lecture
Group Discussion
Research
Simulated training workshops
Interview - oral
Written
Observation
ASSESSMENT METHOD:
PRACTICE OCCUPATIONAL HEALTH AND SAFETY

PROCEDURES
MODULE TITLE
PRACTICING OCCUPATIONAL HEALTH AND SAFETY

PROCEDURES
MODULE DESCRIPTOR :

required to comply with the regulatory and organizational
requirements for occupational health and safety such as
identifying, evaluating and maintaining OHS awareness.
NOMINAL DURATION
CERTIFICATE LEVEL
PREREQUISITE
NCII

Upon completion of this module, the trainee/student must be able to:
LO1. Identity hazards and risks
LO2. Evaluate hazards and risks
LO3. Control hazards and risks
LO4. Maintain occupational health and safety awareness
LO1. IDENTIFY HAZARDS AND RISKS

1.
2.
3.
Workplace hazards and risks are identified and clearly explained.

Hazards/Risks and its corresponding indicators are identified in with the
company procedures.
Contingency measures are recognized and established in accordance with
organizational procedures.
CONTENTS:
1.
2.
3.
4.
Hazards and risks identification and control

Organizational safety and health protocol
Threshold limit value (TLV)
OHS indicators
CONDITIONS:
1.
2.
3.
4.
5.
Workplace
PPE
Learning Guides
Hand-outs
Organizational Safety and Health Protocol
OHS Indicators
Threshold Limit Value
Hazards/Risk Identification and Control
CDs, VHS tapes, transparencies
METHODOLOGIES:
1.
2.
3.
4.
Interactive -lecture
Simulation
Symposium
Group Dynamics
ASSESSMENT METHOD:
1.
2.
3.
4.
Situation Analysis
Interview
Practical Exam
Written Exam
LO2. EVALUATE HAZARDS AND RISKS

1.
2.
3.
Terms of maximum tolerable limits are identified based on threshold limit

values (TLV)
Effects of hazards are determined.
OHS issues and concerns are identified in accordance with workplace
requirements and relevant workplace OHS legislation.
CONTENTS:
1.
2.
3.
4.
5.
TLV table
Phil OHS Standards
Effects of hazards in the workplace
Ergonomics
EGG Regulations
CONDITIONS:

1.
2.
3.
Hand outs on
Phil. OHS Standards
Effects of hazards in the workplace
Ergonomics
EGG regulations
TLV Table
METHODOLOGIES:
1.
2.
3.
4.
5.
Situation Analysis
Symposium
Film viewing
Group Dynamics
ASSESSMENT METHOD:
1.
2.
3.
Interview
Written Exam
Simulation
LO3. CONTROL HAZARDS AND RISKS

1.
2.
3.
4.
OHS procedures for controlling hazards and risk are strictly followed.
Procedures in dealing with workplace accidents, fire and emergencies are followed
in accordance with the organizations OHS policies.
Personal protective equipment is correctly used in accordance with organizations
OHS procedures and practices.
Procedures in providing appropriate assistance in the event of workplace
emergencies are identified in line with the established organizational protocol.
CONTENTS:
1.
2.
Safety Regulations
Clean Air Act
Electrical and Fire Safety Code
Waste management
Disaster Preparedness and Management
Contingency Measures and Procedures
CONDITIONS:
The students/trainees must be provided with the following
1.
2.
3.
4.
Hand outs on
Safety Regulations
- Clean Air Act
- Electrical and Fire Safety Code
- Waste management
- Disaster Preparedness and Management
Contingency Measures and Procedures
OHS Personal Records
PPE
METHODOLOGIES:
1.
2.
3.
4.
5.
Symposium
Film Viewing
Group Dynamics
Self pace
ASSESSMENT METHOD:
1.
2.
3.
Written
Interview
Case/Situation Analysis
4.
Simulation
LO4. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS

1.
2.
3.
Procedures in emergency related drill are strictly followed in line with the
established organization guidelines and procedures.
OHS personal records are filled up in accordance with workplace
requirements.
PPE are maintained in line with organization guidelines and procedures.
CONTENTS:
1.
2.
Operational health and safety procedure, practices and regulations

Emergency-related drills and training
CONDITIONS:

1.
2.
3.
4.
5.
Workplace
PPE
OHS personal records
Health record
METHODOLOGIES:
1.
2.
3.
4.
5.
Simulation
Symposium
Film Viewing
Group Dynamics
ASSESSMENT METHOD:
1.
2.
3.
4.
Demonstration
Interview
Written Exam
Portfolio Assessment
UNIT OF COMPETENCY
PERFORM WORKPLACE SAFETY PRACTICES
MODULE TITLE
PERFORMING WORKPLACE SAFETY PRACTICES
MODULE DESCRIPTOR

in following health, safety and security practices. It
includes dealing with emergency situations and
maintaining safe personal standard.
NOMINAL DURATION:
5 Hrs.
CERTIFICATE LEVEL
PRE-REQUISITE
NC II

Upon completion of this module, the trainees/students should be able to:
LO 1.
Practice workplace safety, security and hygiene systems, processes and operation
LO 2.
Responds appropriately to faults, problems and emergency situations
LO 3.
5s in workplace
LO 4.
Environmental protection awareness
LO 1. Practice workplace safety, security and hygiene systems, processes and

operation
1. Correct healthy, safety and security procedures are complied in line with the
legislation and regulation
2. Correct health, safety and security procedures are followed.
3. Breaches of health, safety and security procedures are identified.
CONTENTS:
Health, safety and security procedures

Breaches procedures
CONDITIONS:
Manuals
Handbook safety and security
Report (sample)
METHODOLOGY:
Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS
Written/Oral examination
Practical demonstration
LO 2 Responds appropriately to faults, problems and emergency situations

.
1.
2.
3.
4.
Emergency and potential emergency are recognized and appropriate action are taken
Emergency procedures are followed in line with enterprise procedures
Assistance is sought from colleagues to resolve or respond to emergency situation
Safe personal presentation standard are identified and followed
CONTENTS:
Emergency procedure
Personal injuries
Fire
Electrocution
Natural calamity
Criminal acts
Safe personal presentation standard
CONDITIONS:
Emergency procedure manuals
Handbook safety and security
Report
Emergency drills instruction/guidelines
METHODOLOGY:
Self paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
Observation
LO 3.
5s in workplace
1.
2.
3.
4.
Follow the principles of FI-FO

Set aside everything in its proper place
Proper labeling of cabinets/shelves
Sweep floor and dust furniture and fixtures
CONTENTS:
5s Principles
CONDITIONS:
soft brooms
duster
organizers
labeling materials
markers
METHODOLOGY:
Self paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
Observation
LO 4
Environmental protection awareness
1.
2.
3.
4.
5.
Segregates wastes
Identify bio-degradable from non-bio-degradable
Empties trash regularly
Use environmental friendly materials in waste disposal
Proper waste disposal
CONTENTS:
Waste management
Pollution control
Effect of pollution
Types of pollutants
CONDITIONS: Students must be provided with the following
Modules
Reference book
Guidelines on waste disposal
Flyers/brochures
METHODOLOGY:
Self paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
Observation
UNIT OF COMPETENCY
OBSERVE WORKPLACE HYGIENE PROCEDURES
MODULE TITLE
OBSERVING WORKPLACE HYGIEN PROCEDURES
MODULE DESCRIPTOR

In observing workplace hygiene procedures.
NOMINAL DURATION:
5 Hrs.
CERTIFICATE LEVEL
PRE-REQUISITE
NC II

LO1
LO2
LO 3
LO 4
Practice personal grooming and hygiene

Practice safe and hygienic handling, storage and disposal of food, beverage, and
materials
identify and respond to hygienic risk
Cleaning and disinfectant
LO1
Practice personal grooming and hygiene
1. Proper hygiene procedures are followed
2. Personal grooming and hygiene are practice regularly
CONTENTS:
Hygiene procedures
Proper hand washing
Regular bathing
Appropriate and clean clothing
Cleaning and sanitizing procedures
Personal hygiene
CONDITIONS:
Proper hygiene procedure manuals

Soap
Sanitizer
Hygiene products
METHODOLOGY:
Self paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
LO2 Practice safe and hygienic handling, storage and disposal of food, beverage,
and materials
Proper handling, storage and disposal of food, beverage, and
materials are followed
Proper disposal of waste are hygienically practice regularly
Proper cleaning procedures
CONTENTS:
Hygiene procedures
Proper food handling and storage
Correct work practices
Proper waste disposal
Personal hygiene
Pest control
Principles of HACCP
CONDITIONS:
Soap
Sanitizer
Hygiene products
Proper food handling and storage manual
METHODOLOGY:
Self paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
LO 3
identify and respond to hygienic risk
Potential hygiene risks are identified
Action to minimize and remove hygiene risk are taken
Hygiene risk beyond the control of individual are reported to proper authority
CONTENTS:
Types of hygiene risks
Bacteria and contamination
Inappropriate food handling
Poor work practices
Cross contamination
Disposal of garbage or potentially contaminated waste
CONDITIONS:
Soap
Sanitizer
Hygiene products
METHODOLOGY:
Self paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
LO 4
Cleaning and disinfectant
1. Identify and use proper cleaning materials
2. Follow proper cleaning procedures
3. Use proper disinfectants
CONTENTS:
Different cleaning materials
Cleaning procedures
Cleaning Guidelines
CONDITIONS:
Soap
Sanitizer
Hygiene products
METHODOLOGY:
Self paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
MODULE TITLE
DEVELOPING
KNOWLEDGE
AND
UPDATE
INDUSTRY
MODULE DESCRIPTOR :
This module covers the knowledge, skills and

attitudes required to access, increase and update
industry knowledge .
NOMINAL DURATION
5 Hrs.
CERTIFICATE LEVEL
NC II
PRE-REQUISITE

LO1.
identify and access key resources of information on the industry
LO2.
access , apply and share industry information
LO 3
update continuously relevant industry knowledge
LO1
Identify and access key resources of information on the industry
Sources of information on the industry are correctly identified and accessed
Specific information on sector of work is accessed and updated
CONTENTS:
Information sources
media
reference book
libraries
union
industry association
internet
personal observation
CONDITIONS:

internet
personal computer
reference book
industry journals
METHODOLOGY:
Self paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
LO2.
Access , apply and share industry information
Sources of information on the industry are accessed and applied
Industry information is correctly applied to day-to-day activity
Information to assist effective work performance is obtained
CONTENTS:
Trade unions environmental issues and requirements
Industrial relations issues and major organization
Career opportunities
Work ethic required to work in the industry
Quality assurance
CONDITIONS:
Industry journals/manuals
internet
personal computer
reference book
METHODOLOGY:
Self paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
LO 3
update continuously relevant industry knowledge
Updated knowledge is shared with customer and colleagues
Formal and informal research is use to update general knowledge of the industry
CONTENTS:
Information sources
media
libraries/reference book
union/industry association
internet
Legislation that affects the industry
CONDITIONS:
internet
personal computer
reference book
METHODOLOGY:
Self paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
UNIT OF COMPETENCY
PERFORM COMPUTER OPERATIONS
MODULE TITLE
Performing Computer Operations
MODULE DESCRIPTION

needed to perform computer operations. This includes in
putting, accessing, producing and transferring data using
appropriate hardware and software.
:
SUGGESTED DURATION
LEVEL OF
QUALIFICATION
PREREQUISITE
40 hrs
:
:
NC II

At the completion of the module the trainees/students should be able to:
LO1.
LO2
LO3.
LO4.
LO5.
Plan and prepare the task to be undertaken

Input data into the computer
Access information using computer
Produce output data using computer system
Maintain computer equipment and system
LO1: PLAN AND PREPARE THE TASK TO BE UNDERTAKEN

Requirements of the task undertaken are determine and properly

understood
Appropriate hardware and software is selected in accordance with the
task assigned and required outcome
Planned tasked conformed with the OHS guidelines and procedures
CONTENTS:
Types of computers and basic features of different operating systems

Plain parts of a computer
Storage devices and basic categories of memory
Types of software
Computer capacity
OHS Guidelines
Computer Capacity
CONDITION:
The trainees/students must be provided with the following:
Equipment and Accessories

-
personal computer
network system
communication equipment
printer
scanner
keyboard
mouse
Supplies and Materials

- office supplies
- diskettes
- CDs
- Zip disks
Tools
Set of screw driver
Learning Materials
- Learning elements/activity sheets
- Manufacturers manual
LO2: INPUT DATA INTO THE COMPUTER

Entered data into the computer using appropriate program/application is

in accordance with company procedures
Accuracy of information is checked in accordance with the standard

operating procedures
Information is saved in accordance with the standard operating

procedures
Inputted data that are stored in the storage media are in accordance
with the requirements
Work is performed within the ergonomic guidelines
CONTENTS:
Standard operating procedures in entering and saving data into the
computer
Storage media
Ergonomic guidelines
CONDITION:

- personal computer
- network system
- communication equipment
- printer
- scanner
- keyboard
- mouse
- office supplies
- diskettes
- CDs
- Zip disks
Tools
- Set of screw driver
Learning Materials
LO3: ACCESS INFORMATION USING COMPUTER

Correct program/application is selected based on job requirements
Program/application containing the information required is accessed in
accordance with the company procedures
Desktop icons are correctly selected, opened and closed for navigation
purposes.
Keyboard techniques is carried out in line with OHS requirements for
safe use of keyboards
CONTENTS:
Procedures/Techniques in Accessing Information
Desktop Icons
Keyboard Techniques Based on OHS Requirements
CONDITION:

- personal computer
- network system
- printer
- scanner
- keyboard
- mouse

- office supplies
- diskettes
- CDs
- Zip disks
Tools
- Set of screw driver
Learning Materials
LO4: PRODUCE OUTPUT DATA USING COMMUNICATION SYSTEM

Entered data is processed using appropriate software commands
Printed out data as required using computer hardware/peripheral

devices is in accordance with standard operating procedures
Transferred files/data between compatible systems using computer

software, hardware/peripheral devises is in accordance with standard
operating procedures
CONTENTS:
Software Commands
Operation and Use of Peripheral Devices
Procedures in Transferring Files/Data
CONDITION:

- personal computer
- network system
- printer
- scanner
- keyboard
- mouse

- office supplies
- diskettes
- CDs
- Zip disks
Tools
-
Set of screw driver
Learning Materials
LO5: MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS

Cleaning, minor maintenance and replacement of consumables are

implemented in accordance with standard operating procedures
Procedures for ensuring security of data including regular back-ups and

virus checks are implemented in accordance with standard operating
procedures
Basic file maintenance procedures are implemented in line with the

standard operating procedures
CONTENTS:
Cleaning, Minor Maintenance and Replacements of Consumables

Creating More Space in the Hard Disk
Reviewing Programs
Deleting Unwanted Files
Checking Hard Disk for Errors
Viruses and Up to Date Anti-Virus Programs
CONDITION:

- personal computer
- network system
- printer
- scanner
- keyboard
- mouse

- office supplies
- diskettes
- CDs
- Zip disks
Tools
Set of screw driver
Learning Materials
Manufacturers manual
UNIT OF COMPETENCY
PROVIDE EFFECTIVE CUSTOMER SERVICE
MODULE TITLE
Providing Effective Customer Service
MODULE DESCRIPTOR
This module covers the knowledge, skills and attitude

in providing effective customer service.
NOMINAL DURATION
24 hrs.
CERTIFICATE LEVEL
PREREQUISITE

Upon completion of this module, the trainee/student must be able to:
LO 1 Apply effective verbal and non-verbal communication skills to
respond to customer needs
LO 2 Provide prompt and quality service to customer
LO 3 Handle queries through telephone, fax machine, internet and e-mail
LO 4 Handle customer complaints, evaluation and recommendations
LO 1 Apply effective verbal and non-verbal communication skills to respond to

customer needs
1. Standard Operating Procedures (SOP) when greeting the guest were followed
2. Information were properly disseminated
3. Use interactive communication with others
CONTENTS:
1. Personality development and public relations
2. Basic oral communication/ writing memos and letters
3. Preparing job documentation
Following instructions
Filling-out forms
CONDITIONS: Students/Trainees must be provided with the following:

Tools
Recorder
Microphone
Full-body mirror
Company dress
Equipment
Video Camera recorder
Television
VHS/DVD Player
Methodology :
Modular (self-pace learning)

Electronic Learning
Industry Immersion
Demonstration
Film-viewing
Assessment Method:
Interview (oral/questionnaire)
Observation
Demonstration of Practical Skills
Materials
V8 tape
CD
Make=up kit
References:
Books, brochures,
manuals
LO 2 Provide prompt and quality service to customer

1. Customer needs were assessed according to relationships between food and
religion, gender, folkways, mores and life-cycle
2. Communication standards in customer service were followed
3. Identified opportunities to enhance the quality of services and products were
implemented
4. Time management
CONTENTS:
1. Food and culture
2. Exploration of food trends
- Past, present and future trend
3. Communication standards in customer service
Tools
Recorder
Microphone
Full-body mirror
Company dress
Equipment
Television
VHS/DVD Player
Methodology :

Electronic Learning
Industry Immersion
Demonstration
Film-viewing
Assessment Method:
Observation
Materials
V8 tape
CD
Make=up kit
References:
Books, brochures,
manuals
LO 3
Handle queries through telephone, fax machine, internet and e-mail
1. Applied telephone ethics
2. Applied correct procedure in using telephone, fax machine and internet
3. Daily report is accomplished according to company rules and regulations
CONTENTS:
1. Uses of telephone, fax machine, internet and e-mail
2. Telephone and electronic mail ethics
3. Procedures in handling queries
Tools
Recorder
Microphone
Full-body mirror
Company dress
Equipment
Television
VHS/DVD Player
Fax machine
Computer with printer
and internet connection
Methodology :

Electronic Learning
Industry Immersion
Demonstration
Film-viewing
Assessment Method:
Observation
Materials
V8 tape
CD
Make=up kit
References:
Books, brochures,
manuals
LO 4
Handle customer complaints, evaluation and recommendations
1.
2.
3.
4.
Interview skills
Skills in handling customer complaints
Guidelines in handling complaints were identified
Complaints were evaluated and resolved based on its nature, details and degree
of liability
CONTENTS:
1. Guidelines in handling complaints
2. Procedures in responding and resolving complaints
Tools
Recorder
Microphone
Full-body mirror
Company dress
Equipment
Television
VHS/DVD Player
Fax machine
Computer with printer
and internet connection
Methodology :

Electronic Learning
Industry Immersion
Demonstration
Film-viewing
Assessment Method:
Observation
Materials
V8 tape
CD
Make=up kit
References:
Books, brochures,
manuals
UNIT OF COMPETENCY
PROVIDE A LINK BETWEEN KITCHEN AND

SERVICE AREA
MODULE TITLE
Providing a link between kitchen and service area
MODULE DESCRIPTION
This module deals with knowledge, skills and attitude in

liasing between kitchen and service areas, cleaning
and clearing food service areas.
SUGGESTED DURATION
hrs
LEVEL OF QUALIFICATION :
PREREQUISITE
NC II

LO 1
Liase between kitchen and service areas
LO 2
Clean and clear food service area
LO 1
Liase between kitchen and service areas
1.
2.
3.
4.
5.
6.
7.
Kitchen service points were attended to and monitored to ensure prompt pick
up for food items based on establishment policy
Quality of food was checked in accordance with establishment standards
Service ware was checked for chips, marks, spills, and drips
Plates and/or trays are carried out safely
Food is transferred and placed promptly at the appropriate service point in
accordance with safety requirements
Colleagues were advised promptly regarding readiness of items for service
Traditional items required from the kitchen were identified through monitoring of
service areas and consultation with other service colleagues
CONTENTS:
Workflow structures within a food and beverage service location
Communication and interpersonal skills
Roles and responsibilities in the food service team
CONDITION:
The trainee / student must be provided with the following:
Table and chairs
Dinner fork
Table cloth
Table napkin
Teaspoon
Glasswares
Condiment
Water goblet
Sugar bowl / creamer
Cup and saucer
Flower arrangement (fresh/artificial)
Dinner knife
Ashtray
Tray
Plates
Linens
Service wares
METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration
ASSESSMENT METHOD:
Oral examination
Written examination
Performance test
LO 2
Clean and clear food service area
1. Used items were properly removed from service areas and safely transferred to
the appropriate location for cleaning
2. Leftover food and disposables are disposed of in accordance with hygiene
regulations
CONTENTS:
Hygienic and appropriate personal presentation
Legislation on OH & S and food hygiene
CONDITION:
Table and chairs
Dinner fork
Table cloth
Table napkin
Teaspoon
Glasswares
Condiment
Water goblet
Cup and saucer
Dinner knife
Ashtray
Tray
Plates
Linens
Service wares
METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration
ASSESSMENT METHOD:
Oral examination
Written examination
Performance test
UNIT OF COMPETENCY
PROVIDE FOOD AND BEVERAGE SERVICE
MODULE TITLE
Providing food and beverage service
MODULE DESCRIPTION
This module deals with knowledge, skills and attitude in

preparing dining/restaurant area for service, preparing
and setting tables, welcoming customers, taking and
processing orders, serving and clearing food and
drinks, closing down restaurant/dining area.
SUGGESTED DURATION
80 hrs
LEVEL OF QUALIFICATION :
PREREQUISITE
NC II

LO 1
Prepare dining/restaurant area for service
LO 2
Prepare and set tables
LO 3
Welcome customers
LO 4
Take and process orders
LO 5
Serve and clear food and drinks
LO 6
Close down restaurant/dining area
LO 1
Prepare dining/restaurant area for service
1. Table appointment is prepared before setting the table
2. All pre-set equipment / utensils must be immaculately clean sanitized
with sanitizing detergent
3. Sanitized equipment / utensils are wiped dry and free from spots or
water marks
4. Linen in fresh, clean and without spots on stains and not wrinkled
5. Place mat are clean and without odor
6. No wobbly tables or chairs
7. No damaged time of cutlery
8. Verifies menu variation and daily specials with kitchen staff
CONTENTS:
Preparation of service equipment / utensils and supplies
Cleanliness and condition of equipment / utensils and supplies
CONDITIONS:
The trainee/student must be provided with the following:
Tables and chairs
Glassware
Dinner fork
Dinner spoon
Table cloth
Table napkin
Teaspoon
Menu and wine list
Flower arrangement (artificial/fresh)
Dinner knife
Ashtray
Trays
Plates
Cutlery
Crockery
Linen
Condiments
Cash register
Coffee maker
LO 2
Prepare and set tables
ASSESSMENT CRITERIA
1. Standard of Table Set - Up
A. Completeness:
All needed utensils are set up the table prior to serving orders. Coffee tea must go
with sugar and milk / creamer
Place mat is set up when the table is not covered with table cloth. It is a placed at the
center of the cover.
Require condiments as stated in the event order are available and properly installed
before the start of the function.
Client requirements as stated in the event order are available and properly installed
before the start of the function
If pre set up is made, the additional cutlery are completed prior to serving orders
B. Balance and Uniformity:
Even spacing between chairs and cover.
Cutlery are space at least inch from the edge of the table
Same utensils is set up for the same order
Cutlery are aligned properly with the same distance from the edge of the table
C. Order:
All service utensils are placed on the appropriate side of the cover.
The glasses cups, savers, spoon, knife and cocktail fork are on the right side
Fork and side dishes are on the left side
Folded paper napkin on the left side under the fork
Water glass is set on the right side about an inch on top of the knife
Required condiments as well as flower base are placed at the center of the table.
The cutlery are arranged in proper sequence following the order by which they will be
served
D. Eye Appeal
Presidential and buffet table are skirted for banquet functions
Appropriate color combination are used
No eye sore is seen in the dining area
Appropriate center piece and other desert are provided for
E. Time Lines:
Set up is completed on time at least thirty minutes prior to start the operation on
banquet functions
CONTENT:
Completeness of table set-up

Balance and Uniformity of utensils used
Order of the utensils
Eye appeal
Timeliness
CONDITION:
Table and chairs
Dinner fork
Table cloth
Table napkin
Teaspoon
Glasswares
Condiment
Water goblet
Cup and saucer
Dinner knife
Ashtray
Tray
Plates
Linens
Service wares
METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration
ASSESSMENT METHOD:
Oral examination
Written examination
Performance test
LO 3
Welcome customers
1. Lead the customer towards the table
2. Walk a little a head of customer when escorting
3. Endorsed them to the captain or waiter and assist them in getting seated according to
table allocation
4. Captain or waiter pulled the chair for the lady and assist her in getting seated
5. Presented menu and drink lists
CONTENTS:
Welcoming / greeting the guest protocol
Steps procedure and rationale in seating the guest
CONDITION:
The trainees / students must be provided with the following:
Guidelines
Company rules and regulations
Simulated environment
METHODOLOGY
Lecture
Discussion
Demonstration
Video presentation
ASSESSMENT METHOD
Return demonstration
Observation
Oral/written examination
LO 4
Take and process orders
1. orders are taken and recorded accurately with minimal disruption to customers
2. Recommendations and suggestions are made to assist customers with drink
and meal selections
3. Customer questions on menu items are answered correctly and courteously in
accordance with enterprise policy
4. Information about any special requests, dietary or cultural requirements are
relayed accurately to kitchen where appropriate
5. Ordering systems were operated correctly in accordance with establishment
procedures
6. Glassware, service ware and cutlery suitable for menu choices are provided
and adjusted in accordance with establishment procedures
CONTENT:
Take food / beverage order
Present the menu to guests
CONDITION:
Menu cards
Order pad / slip
Pen
METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration
ASSESSMENT METHOD:
Written / Oral test

Practical test
LO 5
Serve and clear food and drinks
1.
2.
3.
4.
5.
6.
7.
8.
Food and beverage collections were collected promptly from service areas,
checked for presentation and conveyed to customers safely
Flow of service and meal delivery is monitored in accordance with enterprise
procedures
Delays of deficiencies in service were recognized and followed up promptly based
on enterprise policy
Food and beverage were served courteously in accordance with establishment
standards and hygiene requirements
Additional food and beverage were offered and served at the appropriate times
Tables were cleared of crockery, cutlery and glassware at the appropriate time and
with minimal disruption to customers
Accounts were organized, presented and processed in accordance with
establishment procedures
Bid goodbye to guests courteously from the restaurant/dining area and table
appointments are re-set
CONTENTS:
Sequence table serving ( a la carte, la carte fine dining with wine service
Safety practices and precautionary measures in serving guest orders
Bussing and cleaning the table
CONDITION:
Guidelines
Instructions
Hotel & Restaurant rules and regulation
Table and chairs
Trays
Condiments
Ashtrays
Shakers
Flower base
Table napkins
Glassware
Able cloth
Chinaware
Flatware
METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration
ASSESSMENT METHOD:
Written / Oral test
Practical test
LO 6
Close down restaurant/dining area
1. Equipment were stored and/or prepared for the next service in accordance with
establishment procedures
2. Restaurant/dining area was cleared, cleaned or dismantled in accordance with
establishment procedures and safety requirements
3. Re-set tables correctly for the next service in accordance with procedures and
requirements
4. Services was reviewed and evaluated with colleagues identifying possible
improvements
CONTENTS:
Procedures in re-setting tables
Safety practices in resetting the table
CONDITION:
Trays
Flat wares
Table cloth
Table and chairs
Side towel
Glass ware
Ashtray
Condiments
Flower base
METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration
ASSESSMENT METHOD:
Written / Oral test
Practical test
PROVIDE ROOM SERVICE
MODULE TITLE
PROVIDING ROOM SERVICE
MODULE DESCRIPTOR :
required in providing room service in commercial
accommodation establishments.
NOMINAL DURATION
CERTIFICATE LEVEL
PRE-REQUISITE

Upon completion of this module, the trainee/ student must be able to:
LO 1. Take and process room service orders
LO 2. Set-up trays and trolleys
LO 3. Present room service meals and beverages to guest
LO 4. Present room service accounts
LO 5. Clear room service area
LO 1. TAKE AND PROCESS ROOM SERVICE ORDERS

1. Answer telephone with proper telephone etiquettes
2. Check name of customer during interaction
3. Clarifies, repeat and checks details accurately
4. Uses selling techniques when appropriate
5. Advise clients of approximate time of delivery
6. Records service orders according to establishments standards
7. Interprets room service orders received from doorknob dockets
8. Promptly transfer orders in appropriate location for preparation
CONTENT:
1. Taking room service orders
CONDITIONS:
Tools
Equipment
Telephone
Materials/ Supplies
Pen and paper
Guidelines
Instructions
METHODOLOGY:
Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
Interview (oral/ questionnaire)

Observation
Written examination
ASSESSMENT METHOD:
LO 2 SET-UP TRAYS AND TROLLEYS

1. Prepare food and beverage items in accordance to establishment standards
2. Prepare general service equipments according to establishment standards
3. Set up trolleys and trays for variety of meals in accordance to set-up presentation
and establishment standards
4. Selects and checks equipment and materials for cleanliness and damages
5. Food and beverages are promptly collected based on establishment procedures
6. Checks orders before leaving the kitchen for delivery
CONTENT:
1. Equipment and material selection and set-up
CONDITIONS:
Tools
butlers
condiments
cutlery
glassware
Equipment
Trolley
Materials/ Supplies
hand towels
pen and paper
beverages
METHODOLOGY:
Industry Immersion
Film viewing
Demonstration
Discussion

Observation
Written examination
ASSESSMENT METHOD:
LO 3. PRESENTS ROOM SERVICE MEALS AND BEVERAGES TO GUESTS

1. Knocks guests room courteously
2. Greets guest upon entry of the room in accordance to establishment standards
3. Consults guest as to where the tray is laid or where to position trolley inside the
room
CONTENT:
1. Room service meal delivery and serving
CONDITIONS:
Tools
trays
Equipment
trolleys
toasters
warming equipment/ lids
Materials/ Supplies
linen
glassware
table appointments
METHODOLOGY:
Industry Immersion
Film viewing
Demonstration
Discussion

Observation
Written examination
ASSESSMENT METHOD:
LO 4. PRESENT ROOM SERVICE ACCOUNTS

1. Check guest account accurately
2. Presents account in accordance to establishments procedures
3. Presents cash payment to cashier for processing in accordance to establishments
guidelines
4. Presents charge accounts to guest for signing based on establishments
procedures
CONTENT:
1. Billing of guest
CONDITIONS:
Tools
Equipment
Materials/ Supplies
Pen and paper
Cashiers receipt
guidelines
instructions
METHODOLOGY:
Industry Immersion
Film viewing
Demonstration
Discussion

Observation
Written examination
ASSESSMENT METHOD:
LO 5. CLEAR ROOM SERVICE AREA

1. Checks and clear floors in accordance with establishments policy and guidelines
2. Returns trays and trolleys to the room service in accordance to company
procedures
3. Re-stocks food and beverage and equipments in accordance to establishments
policy
CONTENT:
1. Clean room service area
CONDITIONS:
Tools
trays
Equipment
trolleys
toasters
warming equipments
Materials/ Supplies
linens
table appointments
glassware
METHODOLOGY:
Industry Immersion
Film viewing
Demonstration
Discussion

Observation
Written examination
ASSESSMENT METHOD:
DEVELOP AND UPDATE FOOD AND BEVERAGE

KNOWLEDGE
MODULE TITLE
Developing and updating food and beverage

knowledge
MODULE DESCRIPTOR :
required in researching general information on food
and beverage cocktails, and sharing in
NOMINAL DURATION
CERTIFICATE LEVEL
PRE-REQUISITE

Upon completion of this module, the trainee/ student must be able to:
LO 1 Research general information on food and beverage cocktails
LO 2 Share information with customers
LO 1 Research general information on food and beverage cocktails

1.
Required information was identified based on daily activities associated with the
job
2. Suitable sources were identified based on the required information on food and
beverage
3. Current knowledge of food and beverage were offered and recommended when
appropriate
4. Responded courteously and correctly to customer questions on menus and
drink lists
CONTENTS:
Past and current trend in food and beverage
Types of food and beverage
Special dietary requirements
Special cultural needs
CONDITION:
Food and beverage reference books
Recipes and menus
Internet
Trade shows and exhibitions
Food and cooking demonstrations
Menu card
METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration
ASSESSMENT METHOD:
Oral examination
Written examination
Performance test
LO 2 Share information with customers

1.
Assistance to customers on selection of food and beverage items was provided

base on enterprise policy
2. Suitable combinations of food and beverages were offered and recommended
when appropriate
3. Responded courteously and correctly to customer questions on menus and
drink lists
CONTENTS:
Appropriate combinations of food and beverage based on the following:
- Customer preferences
- Traditional combinations of foods and beverages
- Special dietary requirements
- Special cultural needs
National/local Act related to service of food and beverage
CONDITION:
Food and beverage reference books
Recipes and menus
Internet
Trade shows and exhibitions
Food and cooking demonstrations
Menu card
METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration
ASSESSMENT METHOD:
Oral examination
Written examination
Performance test

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SECTOR

PARTICIPATE IN WORKPLACE COMMUNICATION

PARTICIPATING IN WORKPLACE COMMUNICATIONS

This module covers the knowledge, skills and attitudes

Receive and Respond to workplace Communication. (NCI)

SUMMARY OF LEARNING OUTCOMES:

LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION.

Specific relevant information is accessed from appropriate sources.

Writing materials (pen & paper)

COMPLETE RELEVANT WORK RELATED DOCUMENTS.

Ranges of forms relating to conditions of employment are completed

LO2. PARTICIPATE IN WORKPLACE MEETING AND DISCUSSION.

Team meetings are attended on time.

WORK IN A TEAM ENVIRONMENT

WORKING IN A TEAM ENVIRONMENT

This module covers the knowledge, skills, and attitudes

SUMMARY OF LEARNING OUTCOMES:

LO 1. DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A TEAM.

Role and objective of the team is identified.

LO2. DESCRIBE WORK AS A TEAM MEMBER

Appropriate forms of communication and interactions are undertaken.

Observation of work activities

PRACTICE CAREER PROFESSIONALISM

PRACTICING CAREER PROFESSIONALISM

NATIONAL CERTIFICATE LEVEL II

SUMMARY OF LEARNING OUTCOMES:

LO 1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS

LO 2. SET AND MEET WORK PRIORITIES

electronic learning device

prints and media

television and video set

LO 3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

PRACTICE OCCUPATIONAL HEALTH AND SAFETY

PRACTICING OCCUPATIONAL HEALTH AND SAFETY

This module covers the knowledge, skills and attitudes

SUMMARY OF LEARNING OUTCOMES:

LO1. IDENTIFY HAZARDS AND RISKS

Workplace hazards and risks are identified and clearly explained.

Hazards and risks identification and control

LO2. EVALUATE HAZARDS AND RISKS

Terms of maximum tolerable limits are identified based on threshold limit

The students/trainees must be provided with the following:

LO3. CONTROL HAZARDS AND RISKS

LO4. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS

Operational health and safety procedure, practices and regulations

The students/trainees must be provided with the following:

PERFORM WORKPLACE SAFETY PRACTICES

PERFORMING WORKPLACE SAFETY PRACTICES

This module covers the knowledge, skills and attitudes

SUMMARY OF LEARNING OUTCOMES:

Responds appropriately to faults, problems and emergency situations

Environmental protection awareness

LO 1. Practice workplace safety, security and hygiene systems, processes and

Health, safety and security procedures

LO 2 Responds appropriately to faults, problems and emergency situations

Follow the principles of FI-FO

Environmental protection awareness

OBSERVE WORKPLACE HYGIENE PROCEDURES

OBSERVING WORKPLACE HYGIEN PROCEDURES

This module covers the knowledge, skills and attitudes

SUMMARY OF LEARNING OUTCOMES:

Practice personal grooming and hygiene

Practice personal grooming and hygiene

Proper hygiene procedure manuals