TR – Food and Beverage Services NC II (Amended) Promulgated December !"# ! FOOD AND BEVERAGE SERVICES NC II TRAINING REGULATI NS TECHNICALEDUCATIONANDSKILLSDEVELOPMENTAUTHORITY$ast Service Road% Sout& Su'er&ig&a% Taguig Cit% *etro *anila TOURISM SECTOR (HOTEL AND RESTA URANT)
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8/17/2019 TR - Food and Beverage Services NC II.doc
Technical Education and Skills Development Act of 1994(Republic Act No. 9!"
Section % +$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
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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
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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
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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
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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 $,,ective and a''ro'riate contributions made to
com'lement team activities and obEectives% based onindividual s-ills and com'etencies and workplacecontext
#3# @bserved 'rotocols in re'orting using standardo'erating 'rocedures
#32 Contribute to t&e develo'ment o, team or- 'lans basedon an understanding o, team9s role and obEectives andindividual com'etencies o, t&e members3
23 >or- e,,ectivel it&colleagues
23" In,ormation is communicated clearl and in concisemanner using appropriate communication techniques
23 Relations&i's are establis&ed and maintained e,,ectivelit& colleagues
23# >or- activities are 'er,ormed it&in t&e team to ensureac&ievement o, team goals
;3 >or- in socialldiverse environment
;3" Customers and colleagues ,rom diverse bac-grounds arecommunicated it&% in all verbal and non7verbal ,orms
;3 Cross cultural misunderstandings are dealt it&% ta-ingaccount o, cultural considerations
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Assessment re8uires evidence t&at t&e candidate4"3" Attained Eob targets it&in -e result areas (HRAs)"3 *aintained intra 7 and inter'ersonal relations&i' in t&e
course o, managing onesel, based on 'er,ormance
evaluation"3# Com'leted trainings and career o''ortunities &ic& are
based on t&e re8uirements o, t&e industries"32 Ac8uired and maintained licenses andor certi,ications
according to t&e re8uirement o, t&e 8uali,ication
3 Re8uired Hnoledge 3" >or- values and et&ics (Code o, Conduct% Code o,$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 $<ams and Tests
13 Conte<t o, Assessment
13" Com'etenc ma be assessed in t&e or- 'lace or in asimulated or- 'lace setting
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UNIT OF COMPETENCY ; PRACTICE OCCUPATIONAL HEALTH AND SAFETYPROCEDURES
UNIT CODE ; #&&!111&
UNIT DESCRIPTOR ; T&is unit covers t&e outcomes re8uired to com'l it&
regulator and organiational re8uirements ,or occu'ational &ealt& and sa,et3
ELEMENT PERFORMANCE CRITERIAItalicized terms are elaborated in t&e Range o, ariables
"3 Identi, &aards andris-s
"3" %afet& regulations and or-'lace sa,et and &aardcontrol 'ractices and 'rocedures are clari,ied ande<'lained based on organiation 'rocedures
"3 'azards$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 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%
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 $art&8ua-e drill;3# Basic li,e su''ortCPR;32 First aid;3; S'illage control;31 Decontamination o, c&emical and to<ic;3/ Disaster 're'arednessmanagement
13 @GS 'ersonal records 13" *edicalGealt& records13 Incident re'orts13# Accident re'orts132 @GS7related training com'leted
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UNIT OF COMPETENCY ; DEVELOP AND UPDATE INDUSTRY NO*LEDGE
UNIT CODE ; TRS!112&1
UNIT DESCRIPTOR ; T&is unit o, com'etenc deals it& t&e -noledge% s-illsand attitude re8uired to access% increase and u'dateindustr -noledge3 It includes see- in,ormation on t&eindustr and u'date industr -noledge
ELEMENTPERFORMANCE CRITERIA
Italicized items are elaborated in t&e Range o, ariables
"3 See- in,ormation ont&e industr
"3" %ources of information on t&e industr are correctlidenti,ied and accessed
"3 Information to assist effective work performance isobtained in line it& Eob re8uirements
"3# S'eci,ic in,ormation on sector o, or- is accessed andu'dated
"32 Industr in,ormation is correctl a''lied to da7to7daor- activities
3 ='date industr-noledge
3" In,ormal andor ,ormal researc& is used to u'dategeneral -noledge o, t&e industr
3 ='dated -noledge is s&ared it& customers andcolleagues as a''ro'riate and incor'orated into da7to7
da or-ing activities#3 Develo' and u'date
local -noledge#3" :ocal -noledge is develo'ed to assist 8ueries on
localnational tourism industr
#3 :ocal -noledge is u'dated using informal and$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
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"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? 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
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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
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
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*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
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
ELEMENT PERFORMANCE CRITERIAItalicized items are elaborated in t&e Range o, ariables
"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
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"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
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
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
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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
ELEMENT PERFORMANCE CRITERIAItalicized items are elaborated in t&e Range o, ariables
"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
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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
ELEMENT PERFORMANCE CRITERIAItalicized items are elaborated in t&e Range o, ariables
"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
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ELEMENT PERFORMANCE CRITERIAItalicized items are elaborated in t&e Range o, ariables
/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
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*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
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
23 ResourceIm'lications
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)
;3 *et&ods o, Assessment
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
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
ELEMENT PERFORMANCE CRITERIAItalicized terms are elaborated in t&e Range o, ariables
"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
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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# $,,ective communication s-ills
#32 Summariing and 'ara'&rasing
23 Resource Im'lications T&e ,olloing resources *=ST be 'rovided4
23" Actual documents or records o, guest com'laints
23 Feedbac- ,orms
;3 *et&ods o,
Assessment
Com'etenc ma be assessed t&roug&4
;3" Role 'laSimulation to test candidate9s -noledge ands-ills in listening to guest com'laints% 'ara'&rasingconcerns and ta-ing action on t&e guest com'laint3
13 Conte<t ,or Assessment
Assessment ma be conducted in4
13" >or-'lace or simulated or- environment or
13 T$SDA accredited assessment centervenue
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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
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- $nglis& at abasic o'erational level
"3# Partici'ate inor-'lace meeting anddiscussion
"32 Com'lete relevantor- related documents
rou'DiscussionInteractionPractice session
• Demonstration• @bservation• Intervies
6uestioning
3 >or- in teamenvironment
3" Describe and identi,team role andres'onsibilit in a team
T&e deliver o, training s&ould ,ollo to t&e design o, t&e curriculum3 Delivers&ould be guided b t&e "! basic 'rinci'les o, com'etenc7based T$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$T sstem recognies various t'es o, delivermodes% bot& on and o,,7t&e7Eob as long as t&e learning is driven b t&e com'etencstandards s'eci,ied b t&e industr3 T&e ,olloing training modalities ma be ado'ted&en designing training 'rograms4
• T&e dualied mode o, training deliver is 're,erred and recommended% t&us%
'rograms ould contain bot& in7sc&ool and in7industr training or ,ieldor-com'onents3 Details can be re,erred to t&e Dual Training Sstem (DTS)Im'lementing Rules and Regulations
• *odularsel,7'aced learning is a com'etenc7based training modalit &ere t&e
trainee is alloed to 'rogress at &is on 'ace3 T&e trainer onl ,acilitates t&etraining deliver
• Peer teac&ingmentoring is a training modalit &erein ,ast learners are given
t&e o''ortunit to assist t&e slo learners• Su'ervised industr training or on7t&e7Eob training is a training a''roac&
designed to en&ance t&e -noledge and s-ills o, t&e trainee t&roug& actuale<'erience in t&e or-'lace to ac8uire s'eci,ic com'etencies 'rescribed in t&etraining regulations
• Distance learning is a ,ormal education 'rocess in &ic& maEorit o, t&e
instruction occurs &en t&e students and instructor are not in t&e same 'lace3Distance learning ma em'lo corres'ondence stud% audio% video or com'uter tec&nologies
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!.% TRAINERS QUALIFICATIONS FOR TOURISM SECTOR (HOTEL ANDRESTAURANT)
FOOD AND BEVERAGE SERVICES NC II
TRAINERS QUALIFICATION
• *ust be a &older o, National T$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
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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
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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$AN *aster Assessor :ceum o, t&e P&ili''ines =niversit Intramuros% *anila
The Participants in the Valiati!n !" these Trainin# Re#$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)
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