tr f & b services nc ii

FOOD AND BEVERAGE SERVICES NC II

TRAINING REGULATIONS

TOURISM SECTOR(HOTEL AND RESTAURANT)

TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY

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

TABLE OF CONTENTS

TOURISM SECTOR(HOTEL AND RESTAURANT)


Page No.

SECTION 1 FOOD AND BEVERAGE SERVICES NC II QUALIFICATION 1

SECTION 2 COMPETENCY STANDARDS

Basic Competencies 2 - 16 Common Competencies 17 - 34 Core Competencies 35 - 52

SECTION 3 TRAINING STANDARDS

3.1 Curriculum Design 53 - 65 3.2 Training Delivery 66 - 67

3.3 Trainee Entry Requirements 67 3.4 List of Tools, Equipment and Materials 67- 69

3.5 Training Facilities 703.6 Trainer’s Qualifications 703.7 Institutional Assessment 70

SECTION 4 NATIONAL ASSESSMENT AND CERTIFICATION ARRANGEMENTS 71

COMPETENCY MAP 72

DEFINITION OF TERMS 73 - 74

ACKNOWLEDGEMENTS 75 - 76

TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

TRAINING REGULATIONS FOR


SECTION 1 FOOD AND BEVERAGE SERVICES NC II QUALIFICATION

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

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

The Units of Competency comprising this Qualification includes the following:

CODE NO. BASIC COMPETENCIES

500311105 Participate in workplace communication500311106 Work in a team environment500311107 Practice career professionalism500311108 Practice occupational health and safety procedures

CODE NO. COMMON COMPETENCIES

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

CODE NO. CORE COMPETENCIES

TRS512316 Provide Link Between Kitchen and Service AreaTRS512317 Provide Food and Beverage Service TRS512318 Provide Room ServiceTRS512321 Develop and Update Food and Beverage Knowledge

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

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

___________________________________________________________________________________________________TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005 1

SECTION 2 COMPETENCY STANDARDS

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

BASIC COMPETENCIES

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

UNIT CODE : 500311105

UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes required to gather, interpret and convey information in response to workplace requirements.

ELEMENT PERFORMANCE CRITERIAItalicized terms are elaborated in the Range of Variables

1. Obtain and convey workplace information

1.1 Specific and relevant information is accessed from appropriate sources

1.2 Effective questioning , active listening and speaking skills are used to gather and convey information

1.3 Appropriate medium is used to transfer information and ideas

1.4 Appropriate non- verbal communication is used1.5 Appropriate lines of communication with supervisors

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

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

2. Participate in workplace meetings and discussions

2.1 Team meetings are attended on time2.2 Own opinions are clearly expressed and those of

others are listened to without interruption2.3 Meeting inputs are consistent with the meeting purpose

and established protocols2.4 Workplace interactions are conducted in a courteous

manner 2.5 Questions about simple routine workplace procedures

and maters concerning working conditions of employment are asked and responded to

2.6 Meetings outcomes are interpreted and implemented



3. Complete relevant work related documents

3.1 Range of forms relating to conditions of employment are completed accurately and legibly

3.2 Workplace data is recorded on standard workplace forms and documents

3.3 Basic mathematical processes are used for routine calculations

3.4 Errors in recording information on forms/ documents are identified and properly acted upon

3.5 Reporting requirements to supervisor are completed according to organizational guidelines


RANGE OF VARIABLES

VARIABLE RANGE

1. Appropriate sources 1.1. Team members

1.2. Suppliers

1.3. Trade personnel

1.4. Local government

1.5. Industry bodies

2. Medium 2.1. Memorandum

2.2. Circular

2.3. Notice

2.4. Information discussion

2.5. Follow-up or verbal instructions

2.6. Face to face communication

3. Storage 3.1. Manual filing system

3.2. Computer-based filing system

4. Forms 4.1. Personnel forms, telephone message forms, safety reports

5. Workplace interactions 5.1. Face to face

5.2. Telephone

5.3. Electronic and two way radio

5.4. Written including electronic, memos, instruction and forms, non-verbal including gestures, signals, signs and diagrams

6. Protocols 6.1. Observing meeting

6.2. Compliance with meeting decisions

6.3. Obeying meeting instructions


EVIDENCE GUIDE

1. Critical aspects of Competency

Assessment requires evidence that the candidate:

1.1. Prepared written communication following standard format of the organization

1.2. Accessed information using communication equipment

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

1.4. Conveyed information effectively adopting the formal or informal communication

2. Underpinning Knowledge and Attitudes

2.1. Effective communication2.2. Different modes of communication 2.3. Written communication2.4. Organizational policies2.5. Communication procedures and systems2.6. Technology relevant to the enterprise and the

individual’s work responsibilities

3. Underpinning Skills 3.1. Follow simple spoken language3.2. Perform routine workplace duties following simple

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

measures3.6. Basic mathematical processes of addition,

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

workplace3.8. Gather and provide information in response to

workplace requirements

4. Resource Implications

4.1. Fax machine4.2. Telephone4.3. Writing materials4.4. Internet

5. Methods of Assessment

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

6. Context of Assessment

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


UNIT OF COMPETENCY: WORK IN TEAM ENVIRONMENT

UNIT CODE : 500311106

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


1. Describe team role and scope

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

1.2. Team parameters, reporting relationships and responsibilities are identified from team discussions and appropriate external sources

2. Identify own role and responsibility within team

2.1. Individual role and responsibilities within the team environment are identified

2.2. Roles and responsibility of other team members are identified and recognized

2.3. Reporting relationships within team and external to team are identified

3. Work as a team member

3.1. Effective and appropriate forms of communications used and interactions undertaken with team members who contribute to known team activities and objectives

3.2. Effective and appropriate contributions made to complement team activities and objectives, based on individual skills and competencies and workplace context

3.3. Observed protocols in reporting using standard operating procedures

3.4. Contribute to the development of team work plans based on an understanding of team’s role and objectives and individual competencies of the members.


RANGE OF VARIABLES

VARIABLE RANGE

1. Role and objective of team

1.1. Work activities in a team environment with enterprise or specific sector

1.2. Limited discretion, initiative and judgement maybe demonstrated on the job, either individually or in a team environment

2. Sources of information

2.1. Standard operating and/or other workplace procedures

2.2. Job procedures

2.3. Machine/equipment manufacturer’s specifications and instructions

2.4. Organizational or external personnel

2.5. Client/supplier instructions

2.6. Quality standards

2.7. OHS and environmental standards

3. Workplace context 3.1. Work procedures and practices

3.2. Conditions of work environments

3.3. Legislation and industrial agreements

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

3.5. Safety, environmental, housekeeping and quality guidelines


EVIDENCE GUIDE


Assessment requires evidence that the candidate:

1.1. Operated in a team to complete workplace activity

1.2. Worked effectively with others

1.3. Conveyed information in written or oral form

1.4. Selected and used appropriate workplace language

1.5. Followed designated work plan for the job

1.6. Reported outcomes

2. Underpinning Knowledge and Attitude

2.1. Communication process

2.2. Team structure

2.3. Team roles

2.4. Group planning and decision making

3. Underpinning Skills

3.1. Communicate appropriately, consistent with the culture of the workplace


The following resources MUST be provided:

4.1. Access to relevant workplace or appropriately simulated environment where assessment can take place

4.2. Materials relevant to the proposed activity or tasks


Competency may be assessed through:

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

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

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

6. Context for Assessment

6.1. Competency may be assessed in workplace or in a simulated workplace setting

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


UNIT OF COMPETENCY: PRACTICE CAREER PROFESSIONALISM

UNIT CODE : 500311107

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


1. Integrate personal

objectives with

organizational goals

1.1 Personal growth and work plans are pursued towards

improving the qualifications set for the profession

1.2 Intra- and interpersonal relationships are maintained in

the course of managing oneself based on performance

evaluation

1.3 Commitment to the organization and its goal is

demonstrated in the performance of duties

2. Set and meet work

priorities

2.1 Competing demands are prioritized to achieve personal,

team and organizational goals and objectives.

2.2 Resources are utilized efficiently and effectively to

manage work priorities and commitments

2.3 Practices along economic use and maintenance of

equipment and facilities are followed as per

established procedures

3. Maintain

professional growth

and development

3.1 Trainings and career opportunities are identified and

availed of based on job requirements

3.2 Recognitions are sought/received and demonstrated

as proof of career advancement

3.3 Licenses and/or certifications relevant to job and

career are obtained and renewed


RANGE OF VARIABLES

VARIABLE RANGE

1. Evaluation 1.1 Performance Appraisal1.2 Psychological Profile

1.3 Aptitude Tests

2. Resources 2.1 Human2.2 Financial2.3 Technology

2.3.1 Hardware

2.3.2 Software

3. Trainings and career opportunities

3.1 Participation in training programs 3.1.1 Technical 3.1.2 Supervisory 3.1.3 Managerial 3.1.4 Continuing Education3.2 Serving as Resource Persons in conferences and

workshops

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

4.6 Tangible and Intangible Rewards

5. Licenses and/or certifications

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


EVIDENCE GUIDE


Assessment requires evidence that the candidate:1.1 Attained job targets within key result areas (KRAs)1.2 Maintained intra - and interpersonal relationship in the

course of managing oneself based on performance evaluation

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

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

2. Underpinning Knowledge

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

2.2 Company policies2.3 Company operations, procedures and standards 2.4 Fundamental rights at work including gender sensitivity2.5 Personal hygiene practices


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


The following resources MUST be provided:4.1 Workplace or assessment location4.2 Case studies/scenarios


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

6. Context of Assessment

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


UNIT OF COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES

UNIT CODE : 500311108

UNIT DESCRIPTOR : This unit covers the outcomes required to comply with regulatory and organizational requirements for occupational health and safety.


1. Identify hazards and risks

1.1 Safety regulations and workplace safety and hazard control practices and procedures are clarified and explained based on organization procedures

1.2 Hazards/risks in the workplace and their corresponding indicators are identified to minimize or eliminate risk to co-workers, workplace and environment in accordance with organization procedures

1.3 Contingency measures during workplace accidents, fire and other emergencies are recognized and established in accordance with organization procedures

2. Evaluate hazards and risks

2.1 Terms of maximum tolerable limits which when

exceeded will result in harm or damage are identified

based on threshold limit values (TLV)

2.2 Effects of the hazards are determined

2.3 OHS issues and/or concerns and identified safety

hazards are reported to designated personnel in

accordance with workplace requirements and relevant

workplace OHS legislation



3. Control hazards and risks

3.1 Occupational Health and Safety (OHS) procedures for controlling hazards/risks in workplace are consistently followed

3.2 Procedures for dealing with workplace accidents, fire and emergencies are followed in accordance with organization OHS policies

3.3 Personal protective equipment (PPE) is correctly used in accordance with organization OHS procedures and practices

3.4 Appropriate assistance is provided in the event of a workplace emergency in accordance with established organization protocol

4. Maintain OHS awareness

4.1 Emergency-related drills and trainings are participated in as per established organization guidelines and procedures

4.2 OHS personal records are completed and updated in accordance with workplace requirements


RANGE OF VARIABLES

VARIABLE RANGE

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

2. Hazards/Risks May include but are not limited to:2.1 Physical hazards – impact, illumination, pressure, noise, vibration, temperature, radiation 2.2 Biological hazards- bacteria, viruses, plants, parasites, mites, molds, fungi, insects2.3 Chemical hazards – dusts, fibers, mists, fumes, smoke, gasses, vapors2.4 Ergonomics

2.4.1 Psychological factors – over exertion/ excessive

force, awkward/static positions, fatigue, direct

pressure, varying metabolic cycles

2.4.2 Physiological factors – monotony, personal

relationship, work out cycle3. Contingency

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

4. PPE May include but are not limited to:4.1 Mask4.2 Gloves4.3 Goggles4.4 Hair Net/cap/bonnet4.5 Face mask/shield4.6 Ear muffs4.7 Apron/Gown/coverall/jump suit4.8 Anti-static suits


VARIABLE RANGE

5. Emergency-related drills and training

5.1 Fire drill5.2 Earthquake drill 5.3 Basic life support/CPR5.4 First aid5.5 Spillage control 5.6 Decontamination of chemical and toxic5.7 Disaster preparedness/management

6. OHS personal records

6.1 Medical/Health records6.2 Incident reports6.3 Accident reports6.4 OHS-related training completed


EVIDENCE GUIDE1. Critical aspects of

CompetencyAssessment requires evidence that the candidate:1.1 Explained clearly established workplace safety and hazard

control practices and procedures1.2 Identified hazards/risks in the workplace and its

corresponding indicators in accordance with company procedures

1.3 Recognized contingency measures during workplace accidents, fire and other emergencies

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

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

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

1.7 Completed and updated OHS personal records in accordance with workplace requirements

2. Underpinning Knowledge and

2.1 OHS procedures and practices and regulations2.2 PPE types and uses2.3 Personal hygiene practices2.4 Hazards/risks identification and control2.5 Threshold Limit Value -TLV2.6 OHS indicators 2.7 Organization safety and health protocol2.8 Safety consciousness2.9 Health consciousness


3.1 Practice of personal hygiene 3.2 Hazards/risks identification and control skills3.3 Interpersonal skills3.4 Communication skills


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


Competency may be assessed through:5.1 Portfolio Assessment 5.2 Interview5.3 Case Study/Situation


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


COMMON COMPETENCIES

UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

UNIT CODE : TRS311201

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

ELEMENT PERFORMANCE CRITERIAItalicized items are elaborated in the Range of Variables

1. Seek information on the industry

1.1 Sources of information on the industry are correctly identified and accessed

1.2 Information to assist effective work performance is obtained in line with job requirements

1.3 Specific information on sector of work is accessed and updated

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

2. Update industry knowledge

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

2.2 Updated knowledge is shared with customers and colleagues as appropriate and incorporated into day-to-day working activities


RANGE OF VARIABLES

VARIABLE RANGE

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

2. Information to assist effective work performance

2.1 different sectors of the industry and the services available in each sector

2.2 relationship between tourism and hospitality2.3 relationship between the industry and other

industries2.4 industry working conditions2.5 legislation that affects the industry

2.5.1 liquor2.5.2 health and safety2.5.3 hygiene2.5.4 gaming2.5.5 workers compensation2.5.6 consumer protection 2.5.7 duty of care2.5.8 building regulations

2.6 trade unions environmental issues and requirements2.7 industrial relations issues and major

organizations2.8 career opportunities within the industry2.9 work ethic required to work in the industry

and industry expectations of staff2.10 quality assurance


EVIDENCE GUIDE


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


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


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


4.1 Sources of information on the industry4.2 Industry knowledge


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


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

6.2 Assessment activities are carried out through TESDA's accredited assessment center


UNIT OF COMPETENCY : OBSERVE WORKPLACE HYGIENE PROCEDURES


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


1. Follow hygiene procedures 1.1 Workplace hygiene procedures are implemented in line with enterprise and legal requirements

1.2 Handling and storage of items are undertaken in line with enterprise and legal requirements

2. Identify and prevent hygiene risks

2.1 Potential hygiene risks are identified in line with enterprise procedures

2.2 Action to minimize and remove risks are taken within scope of individual responsibility of enterprise/legal requirements

2.3 Hygiene risks beyond the control of individual staff members are reported to the appropriate person for follow up


RANGE OF VARIABLES

VARIABLE RANGE

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

beverage1.2 regular hand washing1.3 correct food storage1.4 appropriate and clean clothing1.5 avoidance of cross-contamination1.6 safe handling disposal of linen and laundry1.7 appropriate handling and disposal of garbage1.8 cleaning and sanitizing procedures1.9 personal hygiene

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

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

2.6.1 cleaning2.6.2 housekeeping2.6.3 food handling2.6.4 vermin2.6.5 airborne dust

2.7 cross-contamination through cleaning inappropriate cleaning practices

2.8 inappropriate handling of potentially infectious linen

2.9 contaminated wastes such as blood and body secretions

2.10 disposal of garbage and contaminated or potentially contaminated wastes

3. Minimizing or removing risk

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

strictly3.3 audits or incidents with follow up actions


EVIDENCE GUIDE


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


2.1 Typical hygiene and control procedures in the hospitality and tourism industries

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

2.3 Knowledge on factors which contribute to workplace hygiene problems

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

2.5 Sources of and reasons for food poisoning


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


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


5.1 Written examination5.2 Practical demonstration





UNIT OF COMPETENCY: PERFORM COMPUTER OPERATIONS

UNIT CODE : TRS311203 UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes and

values needed to perform computer operations which includes inputting, accessing, producing and transferring data using the appropriate hardware and software


1. Plan and prepare for task to be undertaken

1.1 Requirements of task are determined

1.2 Appropriate hardware and software is selected according to task assigned and required outcome

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

2. Input data into computer 2.1 Data are entered into the computer using appropriate program/application in accordance with company procedures

2.2 Accuracy of information is checked and information is saved in accordance with standard operating procedures

2.3 Inputted data are stored in storage media according to requirements

2.4 Work is performed within ergonomic guidelines

3. Access information using computer

3.1 Correct program/application is selected based on job requirements

3.2 Program/application containing the information required is accessed according to company procedures

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

3.4 Keyboard techniques are carried out in line with OH & S requirements for safe use of keyboards



4. Produce/output data using computer system

4.1 Entered data are processed using appropriate software commands

4.2 Data are printed out as required using computer hardware/peripheral devices in accordance with standard operating procedures

4.3 Files and data are transferred between compatible systems using computer software, hardware/ peripheral devices in accordance with standard operating procedures

5. Maintain computer equipment and systems

5.1 Systems for cleaning, minor maintenance and replacement of consumables are implemented

5.2 Procedures for ensuring security of data, including regular back-ups and virus checks are implemented in accordance with standard operating procedures

5.3 Basic file maintenance procedures are implemented in line with the standard operating procedures


RANGE OF VARIABLES

VARIABLE RANGE

1. Hardware and peripheral devices

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

2. Software Software includes the following but not limited to:2.1 Word processing packages2.2 Data base packages2.3 Internet2.4 Spreadsheets

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

4. Storage media Storage media include the following but not limited to:4.1 diskettes4.2 CDs4.3 zip disks4.4 hard disk drives, local and remote

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

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

7. Maintenance 7.1 Creating more space in the hard disk7.2 Reviewing programs7.3 Deleting unwanted files7.4 Backing up files 7.5 Checking hard drive for errors7.6 Using up to date anti-virus programs7.7 Cleaning dust from internal and external

surfaces


EVIDENCE GUIDE1. Critical aspect of

CompetencyAssessment must show that the candidate:

1.1 Selected and used hardware components correctly and according to the task requirement

1.2 Identified and explain the functions of both hardware and software used, their general features and capabilities

1.3 Produced accurate and complete data in accordance with the requirements

1.4 Used appropriate devices and procedures to transfer files/data accurately

1.5 Maintained computer system


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

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


3.1 Reading skills required to interpret work instruction3.2 Communication skills


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

5. Resource implications

5.1 Computer hardware with peripherals5.2 Appropriate software


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


UNIT OF COMPETENCY: PERFORM WORKPLACE AND SAFETY PRACTICES


UNIT DESCRIPTOR : This unit of competency deals with the knowledge, skills and attitudes in following health, safety and security practices. It includes dealing with emergency situations and maintaining safe personal presentation standards.


1. Follow workplace procedures for health, safety and security practices

1.1 Correct health, safety and security procedures are followed in line with legislation, regulations and enterprise procedures

1.2 Breaches of health, safety and security procedures are identified and reported in line with enterprise procedure

1.3 Suspicious behavior or unusual occurrence are reported in line with enterprise procedure

2. Deal with emergency situations

2.1 Emergency and potential emergency situations are recognized and appropriate action are taken within individual’s scope of responsibility

2.2 Emergency procedures are followed in line with enterprise procedures

2.3 Assistance is sought from colleagues to resolve or respond to emergency situations

2.4 Details of emergency situations are reported in line with enterprise procedures

3. Maintain safe personal presentation standards

3.1 Safe personal standards are identified and followed in line with enterprise requirements


RANGE OF VARIABLES

VARIABLE RANGE

1. Health, safety and security procedures

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

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

equipment, handling hot surfaces, computers and electronic equipment

1.5 safe handling of chemicals, poisons and dangerous materials

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

2. Breaches of procedure May include but are not limited to :2.1 loss of keys2.2 strange or suspicious persons2.3 broken or malfunctioning equipment2.4 loss of property, goods or materials2.5 damaged property or fittings2.6 lack of suitable signage when required2.7 lack of training on health and safety issues2.8 unsafe work practices

3. Emergency May include but is not limited to :3.1 personal injuries 3.2 fire3.3 electrocution3.4 natural calamity i.e. earthquake/flood3.5 criminal acts i.e. robbery


EVIDENCE GUIDE


Assessment requires evidence that the candidate :1.1 Complied with industry practices and procedures1.2 Used interactive communication with others1.3 Complied with workplace safety, security and hygiene

practices1.4 Identified faults & problems and the necessary corrective

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

guidelines1.8 Complied with proper dress code


2.1 Communication 2.1.1 Interactive communication with others 2.1.2 Interpersonal skills 2.1.3 Good working attitude 2.1.4 Ability to work quietly; with cooperation; patience,

carefulness, cleanliness and aesthetic values 2.1.5 Ability to focus on task at hand2.2 Systems, Processes and Operations 2.2.1 Workplace health, safety and security procedures 2.2.2 Emergency procedures 2.2.3 Personal presentation

2.3 Safety Practices 2.3.1 Proper disposal of garbage 2.3.2 Practice safety measures 2. 3.3 5S Implementation


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


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


5.1 Written examination5.2 Practical demonstration 5.3 Interview





UNIT OF COMPETENCY: PROVIDE EFFECTIVE CUSTOMER SERVICE


UNIT DESCRIPTOR : This unit of competency deals with the knowledge, skills and attitudes in providing effective customer service. It includes greeting customer, identifying customer needs, delivering service to customer, handling queries through telephone, fax machine, internet and email and handling complaints, evaluation and recommendation.


1. Greet customer 1.1 Guests are greeted in line with enterprise procedure

1.2 Verbal and non-verbal communications are appropriate to the given situation

1.3 Non verbal communication of customer is observed responding to customer

1.4 Sensitivity to cultural and social differences is demonstrated

2. Identify customer needs 2.1 Appropriate interpersonal skills are used to ensure that customer needs are accurately identified

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

2.3 Customers are provided with information

2.4 Personal limitation in addressing customer needs is identified and where appropriate, assistance is sought from supervisor

3. Deliver service to customer

3.1 Customer needs are promptly attended to in line with enterprise procedure

3.2 Appropriate rapport is maintained with customer to enable high quality service delivery

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



4. Handle queries through telephone, fax machine, internet and email

4.1 Use telephone, computer, fax machine, internet efficiently to determine customer requirements

4.2 Queries/ information are recorded in line with enterprise procedure

4.3 Queries are acted upon promptly and correctly in line with enterprise procedure

5. Handle complaints, evaluation and recommendations

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

5.2 Responsibility for resolving the complaint is taken within limit of responsibility

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

5.4 Appropriate action is taken to resolve the complaint to the customers satisfaction wherever possible


RANGE OF VARIABLES

VARIABLE RANGE

1. Non-verbal communication

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

practices

2. Cultural and social differences

Includes but are not limited to :2.1 modes of greeting, farewelling and conversation2.2 body language/ use of body gestures2.3 formality of language

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

4. Customer needs Customer with specific needs may include :4.1 those with a disability4.2 those with special cultural or language needs4.3 unaccompanied children4.4 parents with young children4.5 pregnant women4.6 single women

5. Enterprise procedure Protocol and enterprise procedures may include :5.1 modes of greeting and farewell5.2 addressing the person by name5.3 time-lapse before a response5.4 style manual requirements5.5 standard letters and proforma


EVIDENCE GUIDE


Assessment requires evidence that the candidate :1.1 Complied with industry practices and procedures1.2 Used interactive communication with others1.3 Complied with occupational, health and safety practices1.4 Promoted public relation among others1.5 Complied with service manual standards1.6 Demonstrated familiarity with company facilities, products

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

machine, internet1.10 Handled customer complaints


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

sincerity2.2 Safety Practices

2.2.1 Safe work practices2.2.2 Personal hygiene

2.3 Attitude 2.3.1 Attentive, patient and cordial

2.3.2 Eye-to-eye contact2.3.3 Maintain teamwork and cooperation

2.4 Theory2.4.1 Selling/upselling techniques2.4.2 Interview techniques2.4.3 Conflict resolution 2.4.4 Communication process2.4.5 Communication barriers


3.1 Effective communication skills3.2 Non-verbal communication - body language3.3 Good time management3.4 Ability to work calmly and unobtrusively effectively 3.5 Ability to handle telephone inquiries and conversations3.6 Correct procedure in handling telephone inquiries3.7 Proper way of handling complaints



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

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


5.1 Written examination5.2 Practical demonstration





CORE COMPETENCIES

UNIT OF COMPETENCY : PROVIDE A LINK BETWEEN KITCHEN AND SERVICE AREAS


UNIT DESCRIPTOR : This unit covers the skills and knowledge required to provide general assistance in food and beverage service operations. It reflects the role of the “food runner” in food and beverage operations.


1. Liaise between kitchen and service areas

1.1 Kitchen service points are attended to and monitored to ensure prompt pick up of food items based on establishment policy

1.2 Quality of food is checked in accordance with establishment standards

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

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

appropriate service point in accordance with safety requirements

1.6 Colleagues are advised promptly regarding readiness of items for service

1.7 Traditional items required from the kitchen are identified through monitoring of service areas and consultation with other service colleagues

2. Clean and clear food service areas

2.1 Used items are promptly removed from service areas and safely transferred to the appropriate location for cleaning

2.2 Leftover food and disposables are disposed of in accordance with hygiene regulations


RANGE OF VARIABLES

This unit applies to all hospitality establishments where food and beverage items are served. The following explanations identify how this unit may be applied in different workplaces and circumstances.

VARIABLE RANGE

1. Serviceware

May include but not limited to:1.1 plates and bowls1.2 platters1.3 service utensils1.4 glassware1.5 oven to tableware/Stn. warmer1.6 lids and covers1.7 condiment containers1.8 Flatware

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

procedures

3. Service areas May include:3.1 waiting stations, both stationary and mobile3.2 buffet areas3.3 kitchen service areas3.4 room service collection areas

4. Leftover and disposables/ recyclables:

May include:4.1 paper products such as serviettes, cardboard4.2 chopsticks4.3 toothpicks4.4 bottles4.5 plastics4.6 linen



CompetencyAssessment requires evidences that the candidate:1.1 Maintained food cleanliness 1.2 Followed establishment’s procedures in handling and carrying

food1.3 Followed legislative rules & regulation


2.1 Workflow structures within a food and beverage service location2.2 Communication and interpersonal skills2.3 Roles and responsibilities of the food service team 2.4 Hygienic and appropriate personal presentation2.5 Legislation on OH&S and food hygiene


3.1 Communication skills3.2 Plate carrying and clearing techniques3.3 Establishment’s recycling requirements 3.4 Ordering and service procedures for the

establishment


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


Competency may be assessed through :5.1 Direct observation of the candidate while delivering food

items and cleaning food service areas.5.2 Written and oral questions to test candidate’s knowledge on

hygiene, relevant legislation, OH&S issues and menu items.5.3 Review of portfolios of evidence and third party workplace

reports of on-the-job performance by the candidate.


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


UNIT OF COMPETENCY : PROVIDE FOOD AND BEVERAGE SERVICE


UNIT DESCRIPTOR : This unit deals with the skills and knowledge required to provide food and beverage service to customers in different hospitality industry establishments. It reflects the role of a waiter or food and beverage attendant and may apply to different styles of service.

ELEMENT PERFORMANCE CRITERIA

Italicized terms are elaborated in the Range Variables1. Prepare dining/restaurant area

for service1.1 Dining/Restaurant area and customer

facilities are checked for cleanliness prior to service and corrective actions are taken when required

1.2 Dining environment is prepared and adjusted to ensure comfort and ambience to customers as appropriate

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

1.4 Equipment are checked and prepared for service

1.5 Menu variations and daily specials are verified with kitchen staff based on establishment policy and guidelines

2. Prepare and set tables 2.1 Tables are set within the required timeframes in accordance with establishment standards and/or customer’s special requests

2.2 Tables are dressed according to establishment standard procedures and/or any approved special requirements

2.3 Cleanliness and condition of tables are checked prior to service

2.4 Items below establishment standards are removed, cleaned or replaced based on relevant guidelines



3. Welcome customers 3.1 Customers are welcomed upon arrival in accordance with establishment customer service standards

3.2 Details of reservations are checked based on established service industry standard policy

3.3 Available pre-meal services are offered if appropriate

3.4 Customers are escorted and seated according to table allocations

3.5 Menus and drink lists are presented to customers

3.6 Information for customers are provided in clear explanations and descriptions

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

4.2 Recommendations and suggestions are made to assist customers with drink and meal selections

4.3 Customer questions on menu items are answered correctly and courteously in accordance with enterprise policy

4.4 Information about any special requests, dietary or cultural requirements are relayed accurately to kitchen where appropriate

4.5 Ordering systems are operated correctly in accordance with establishment procedures

4.6 Glassware, serviceware and cutlery suitable for menu choices are provided and adjusted in accordance with establishment procedures

5. Serve and clear food and drinks

5.1 Food and beverage selections are collected promptly from service areas, checked for presentation and conveyed to customers safely

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

5.3 Delays or deficiencies in service are recognized and followed up promptly based on enterprise policy

5.4 Food and beverage are served courteously in accordance with establishment standards and hygiene requirements

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



5.6 Tables are cleared of crockery, cutlery and glassware at the appropriate time and with minimal disruption to customers

5.7 Accounts are organized, presented and processed in accordance with establishment procedures

5.8 Bid goodbye to guests courteously from the restaurant/dining are and table appointments are re-set

6. Close down restaurant/dining area

6.1 Equipment are stored and/or prepared for the next service in accordance with establishment procedures

6.2Restaurant/dining area is cleared, cleaned or dismantled in accordance with establishment procedures and safety requirements

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

6.4Services are reviewed and evaluated with colleagues identifying possible improvements


RANGE OF VARIABLES

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

VARIABLE RANGE

1. Styles of service May include :1.1 table d’hote1.2 a la carte1.3 buffet1.4 function1.5 breakfast1.6 tea and coffee service

2. Dining environment:

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

3. Equipment/materials Equipment may include:3.1 tea and coffee making facilities3.2 manual and electronic cash registers3.3 computerized ordering systems3.4 EFTPOS equipment Materials may include:3.5 glassware3.6 crockery3.7 cutlery3.8 linen3.9 condiments3.10 chairs3.11 tables3.12 menus and wine lists3.13 display materials

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

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


VARIABLE RANGE

5. Pre-meal services available to customers

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

6. Information provided to customers

May include:

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

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

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

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

in assigned storage areas 8.3 resetting and dressing tables8.4 cleaning equipment such as coffee machines

and bains marie8.5 general cleaning of restaurant and customer

facilities8.6 cleaning of surfaces


EVIDENCE GUIDE 1. Critical aspects of

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

restaurant in accordance with established systems and procedures

1.2 Interacted positively with customers1.3 Monitored the service process1.4 Identified OH&S requirements and demonstrated safe

practices2. Underpinning

Knowledge and Attitude

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

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

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

2.4 Range and usage of standard restaurant equipment2.5 Knowledge on menus appropriate to establishment2.6 Knowledge on hygiene and safety issues related to food

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

techniques2.8 Ordering and service procedures


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

styles and periods4. Resource

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

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

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

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


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

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

5.2 Written or oral questions to test candidate’s knowledge on sequence of service, typical problems, menu items and beverage selections

5.3 Review of portfolios of evidence and third party workplace reports of candidate’s on-the-job performance by the candidate


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


UNIT OF COMPETENCY: PROVIDE ROOM SERVICE


UNIT DESCRIPTOR : This unit deals with the skills and knowledge required to provide room service in commercial accommodation establishments. This role is generally undertaken by food and beverage attendants in large establishments but may also involve front office personnel and kitchen staff.


1. Take and process room service orders

1.1 Telephone call is promptly and courteously attended to in accordance with customer service standards

1.2 Guests’ names are checked and used throughout the interaction

1.3 Details of orders are clarified, repeated and checked with guests for accuracy

1.4 Suggestive selling techniques are used when appropriate

1.5 Guests are advised of approximate time of delivery

1.6 Room service orders are recorded and relevant information are checked in accordance with establishment policy and procedures

1.7 Room service orders received from doorknob dockets are interpreted

1.8 Orders are promptly transferred to appropriate location for preparation

2. 2. Set up trays and trolleys 2.1 Food and beverage items are prepared for service periods in accordance with establishment procedures

2.2 General room service equipment are prepared for use based on establishment procedures

2.3 Trays and trolleys are set up in accordance with establishment standards for a variety of meals including

2.3.1 Breakfast2.3.2 Lunch2.3.3 Dinner2.3.4 Complimentary2.3.5 Special requests2.3.6 VIPs



2.4 Service equipment and materials are selected and checked for cleanliness and damages

2.5 Trays and trolleys are set up in accordance with setting up and presentation techniques

2.6 Food items and beverages are promptly collected based on establishment procedures

2.7 Orders are checked before leaving the kitchen for delivery

3. Present room service meals and beverages to guests

3.1Entry to guests’ rooms are requested by knocking firmly on the door in accordance with establishment service standards

3.2 Entered guests’ rooms upon appropriate response from guests and greeted them politely in accordance with establishment service standards

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

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

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

correctly in accordance with establishment procedures

4. Present room service accounts

4.1 Guests’ accounts are checked for accuracy and presented in accordance with establishment procedures

4.2 Cash payments are presented to the cashier for processing in accordance with establishment guidelines

4.3 Charge accounts are presented to guests for signing based on establishment policy and procedures

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

5.2 Trays and trolleys are returned to the room service area are dismantled and cleaned in accordance with establishment procedures

5.3 Food, beverage and equipment are re-stocked in accordance with establishment policy


RANGE OF VARIABLES

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

VARIABLE RANGE

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

room1.6 Processing the guest’s account1.7 Clearing the room service area

2. Information provided to guests May include :2.1 Name of service person and department2.2 Menu choices and options2.3 Specials 2.4 Approximate time of delivery2.5 Description of meal/food and beverage items

3. Set-ups for room service trays and or trolleys

May include:3.1 Butters 3.2 Condiments 3.3 Cutlery 3.4 Glasswares 3.5 Beverages

4. Room service equipment and materials

May include:4.1 Trays and trolleys4.2 Toasters 4.3 Table appointments, warming equipment/lids,

linen, glassware4.4 Printed materials


EVIDENCE GUIDE1. Critical aspects of Competency

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

establishment needs1.2 Applied legislative and establishment procedures in

handling food and beverages


Attitude

2.1 Trade theory2.1.1 Knowledge on room locations 2.1.2 Structures and procedures for work flow within a food

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

2.2 Safety 2.2.1 Safe work practices and first aid regulations 2.2.2 Relevant legislations related to OH&S and food

hygiene 2.2.3 National/Local Liquor Act related to service of alcohol


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

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


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

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

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


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

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

5.2Written or oral questions to test candidate’s knowledge on menu items, hotel room location/layout, establishment tray layout, and telephone protocol.

5.3Review of portfolios of evidence and third party workplace reports of candidate’s on-the-job performance.


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

assessment center/venue


UNIT OF COMPETENCY : DEVELOP AND UPDATE FOOD AND BEVERAGE KNOWLEDGE


UNIT DESCRIPTOR : This units deals with the knowledge, skills, and attitudes required to develop and maintain the general product knowledge required by food and beverage attendants. It brings together much of the product knowledge that underpins effective work performance in a range of food service roles and related to food knowledge and the relationships between different foods and beverages. The unit also focuses on the need for ongoing updating of knowledge for all food and beverage staff.


1. Research general information on food and beverage

cocktails

1.1 Required information is identified base on daily activities associated with the job

1.2 Suitable sources are identified based on the required information on food and beverage

1.3 Current knowledge of food and beverage is developed and maintained as required by the job

2. Share information with customers

2.1 Assistance to customers on selection of food and beverage items is provided based on enterprise policy

2.2 Suitable combinations of food and beverages are offered and recommended when appropriate

2.3 Responded courteously and correctly to customer questions on menus and drinks lists


RANGE OF VARIABLES

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

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

VARIABLE RANGE

1. Sources of information on food and beverage

May include:1.1Chefs and cooks and other food service

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

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

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

area2.3 Establishment menus, “specials” and

“trends”2.4 Current food and beverage festivals2.5 Promotional activities

3. Types of food where knowledge may be required:

3.1 Appetizers3.2 Soups3.3 Meats, fish and seafood3.4 Vegetables3.5 Desserts and sweets3.6 Snacks3.7 Cheeses3.8 Fruits3.9 Salads3.10 Pre-packaged food items3.11 Specialist cuisine items


VARIABLE RANGE

4. Types of beverage where knowledge may be required

4.1 Wines4.2 Spirits4.3 Liqueurs4.4 Beers4.5 Non-alcoholic drinks

5. Appropriate combinations of food and beverages are based on the following factors

5.1 Customer preferences5.2 Traditional combinations of foods and

beverages5.3 Achieving balance of textures, colours,

nutrition and taste6. Special dietary requirements May include:

6.1 Food exclusions for allergies and food intolerance

6.2 Vegetarian7. Special cultural needs May include:

7.1 Kosher7.2 halal



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

cocktails1.2 Updated and maintained current and relevant knowledge

on food and beverage


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

industry sector2.2.1 Cultural and dietary issues and options

2.3 Knowledge on glassware required for different types of beverages2.3.1 Specific food safety issues for different types of

food2.3.2 General overview of special dietary requirements

including food exclusions for allergies and food tolerance

2.4 Mathematics 2.5 Portion and control2.6 Safety2.7 Safe work practices and guidelines on administering first

aid 2.7.1 Workplace safety environment2.7.2 Hygiene practices

2.8 National/Local Act related to service of food and beverage


3.1 Good communication skills3.2 Service styles for different types of food 3.3 Compatibility of common food and beverage items3.4 Traditional accompaniments for different types of food


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

demonstrate the application of knowledge to specific industry contexts and situations



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

demonstrate the application of knowledge to specific industry contexts and situations

5.2 Written or oral test on food and beverage knowledge5.3 Review of portfolios of evidence and third party workplace

reports of candidate’s on-the-job performance


6.1Assessment may be done at the workplace or simulated environment or in any TESDA accredited assessment center/venue


SECTION 3 TRAINING STANDARDS

These guidelines are set to provide the Technical and Vocational Education and Training (TVET) providers with information and other important requirements to consider when designing training programs for FOOD AND BEVERAGE SERVICES NC II.

The guidelines include information on curriculum design, training delivery, trainee entry requirements, tools and equipment, training facilities, and trainer’s qualification among others.

3.1 CURRICULUM DESIGN

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

Nominal Training Duration: 18 Hrs. (Basic) 18 Hrs. (Common)

300 Hrs. (Core)Course Description:

This course is designed to enhance the knowledge, skills and attitude in FOOD AND BEVERAGE SERVICES NC II in accordance with industry standards. It covers core competencies on providing link between kitchen and service areas, providing room service, providing food and beverage service, developing and updating of food and beverage knowledge and providing wine services. It covers the basic, common and core competencies.

BASIC COMPETENCIES

Unit of Competency Learning Outcomes Methodology Assessment Approach

1. Participate in workplace communication

1.1 Obtain and convey workplace information

1.2 Complete relevant work related documents

1.3 Participate in workplace meeting and discussion

Group Discussion

Interaction

Demonstration

Observation Interviews/

Questioning


Unit of Competency Learning Outcomes Methodology Assessment Approach

2. Work in a team environment

2.1 Describe and identify team role and responsibility in a team

2.2 Describe work as a team member

Discussion Interaction

Demonstration Observation Interviews/

Questioning

3. Practice career professionalism

3.1 Integrate personal objectives with organizational goals

3.2 Set and meet work priorities

3.3 Maintain professional growth and development

Discussion Interaction

Demonstration Observation Interviews/

questioning

4. Practice occupational health and safety

4.1 Evaluate hazard and risks

4.2 Control hazards and risks

4.3 Maintain occupational health and safety awareness

DiscussionPlant tourSymposium

Observation Interview


COMMON COMPETENCIES

Unit of Competency

Learning Outcomes MethodologyAssessment

Approach1. Develop and

update industry knowledge

1.1 Identify and access key sources of information on the industry

1.2 Access, apply and share industry information

1.3 Update continuously relevant industry knowledge

LectureGroup DiscussionIndividual/Group Assignment

Interviews/ Questioning

Individual/Group Project or Report

2. Observe workplace hygiene procedures

2.1 Practice personal grooming and hygiene

2.2 Practice safe and hygienic handling, storage and disposal of food, beverage and materials

LectureDemonstrationRole-play

DemonstrationWritten Examination


3. Perform computer operations

3.1 Identify and explain the functions, general features and capabilities of both hardware and software

3.2 Prepare and use appropriate hardware and software according to task requirement

3.3 Use appropriate devices and procedures to transfer files/data

3.4 Produce accurate and complete data according to the requirements

3.5 Maintain computer system

LectureGroup DiscussionTutorial or self-pace


Demonstration Observation


Unit of Competency


Approach4. Perform

workplace and safety practices

4.1 Practice workplace safety, security and hygiene systems, processes and operations

4.2 Respond appropriately to faults, problems and emergency situations in line with enterprise guidelines

4.3 Maintain safe personal presentation standards

LectureDemonstrationRole-playSimulation

DemonstrationInterviews/ Questioning

Written Examination

5. Provide effective customer service

5.1 Apply effective verbal and non-verbal communication skills to respond to customer needs

5.2 Provide prompt and quality service to customer

5.3 Handle queries promptly and correctly in line with enterprise procedures

5.4 Handle customer complaints, evaluation and recommendations

LectureDemonstrationRole-playSimulation

DemonstrationInterviews/ Questioning

Observation


Unit of Competency


Approach5.5 Provide prompt and

quality service to customer

5.6 Handle queries promptly and correctly in line with enterprise procedures

5.7 Handle customer complaints, evaluation and recommendations

CORE COMPETENCIES

Unit of Competency


Approach

1. Provide a link between kitchen and service areas

1.1Monitor kitchen service points to ensure prompt pick-up of food items

Lecture/ Demonstration/self- paced learning (modular)/ dualized training/ on-the-job trainingProblem Solving/ Case StudyGroup DynamicsVideo presentation

Oral and written examinationObservationPerformance test1.2Check service wares

for chip marks, spills and drips


Unit of Competency


Approach1.3 Carry plate/trays

safely according to hotel’s standards

1.4Transfer foods promptly and correctly to the appropriate service points

1.5 Advice colleagues promptly about items ready to be served

1.6 Identify additional items required from the kitchen through monitoring of service areas and consultation with other colleagues

1.7Remove used items from service areas promptly and bring them to the cleaning area safely

1.8 Dispose left-over foods and disposable items in accordance with hygiene practices and enterprise regulations

1.9Dispose recyclable items in accordance with local regulations and enterprise practices


Unit of Competency


Approach2. Provide room

service2.1 Prepare general room

service equipment for use and check for cleanliness and stability

Lecture/ Demonstration/ self paced learning (modular)/ dualized training/ on-the-job trainingProblem Solving/ Case StudyGroup DynamicsVideo presentation

Oral and written examinationObservationPerformance test

2.2 Set-up (depending on meal period) trays and trolleys in accordance with hotel standards

2.3 Interpret correctly (time, quantity of orders, meals specifications, room number, etc) room service orders if information is right

2.4 Answer telephone call promptly and courteously, check guest’s name and use it throughout the conversation

2.5Clarify details of orders, check with the guest for accuracy and relay it to the kitchen staff

2.6Use suggestive selling techniques and advice guest for approximate time of delivery

2.7 Report room service orders accurately and check the information (name of waiter, menu choices, approximate time of delivery, etc)


Unit of Competency


Approach2.8 Transfer orders

promptly to the appropriate kitchen location for preparation.

2.9 Collect all foods and beverage promptly and in the right order

2.10 Check orders before leaving the kitchen

2.11 Request entry to guest room by knocking firmly at the door announcing the department where you belong

2.12 Enter guest’s room with permission and greet him/her politely

2.13 Consult guest about their preferences on where trays and trolleys should be placed and advise them of any potential hazards.

2.14 Serve meal correctly and give information about the food/meal served

2.15 Check bills for accuracy before leaving the counter

2.16 Present bills to the guest in accordance with hotel standards


Unit of Competency


Approach

2.17 Check and clear floors promptly for the use of room service trolleys and trays

2.18 Return trays and room service trolleys to the pantry and clear soiled dishes, trays and trolleys

2.19 Mis en place for the next service

3. Provide food and beverage service

3.1 Check dining and restaurant area facilities for cleanliness prior to service

3.2 Prepare dining room and make necessary adjustments for lighting, room temperature,, music, floor and other decorations to ensure comfort and ambience for customers.

Lecture/ Demonstration/ self paced learning (modular)/ dualized training/ on-the-job trainingProblem Solving/ Case StudyGroup DynamicsVideo presentation

Oral and written examinationObservationPerformance test

3.3 Arrange furniture in accordance with enterprise requirements

3.4 Check tables and their settings for stability and comfortable access to service personnel

3.5 Check and prepare service equipment.


Unit of Competency


Approach

3.6 Check menu variations and daily specials with kitchen staff

3.7 Welcome guest in accordance with establishment’s standards

3.8 Escort and seat guests according to table allocation

3.9 Offer available pre-meal (cocktail service, etc) services to guests

3.10 Present menu and drink list and provide clear information to the guests (menu choices and options, daily specials, etc)

3.11 Answer guests’ query/ queries on menu items correctly and courteously

3.12 Take orders accurately using format required by the hotel standards and convey them promptly to the kitchen and/or ba.

3.13 Relay information about any special request, dietary or cultural requirements to the kitchen/ bar when appropriate


Unit of Competency


Approach

3.14 Provide and adjust table set-ups suitable for menu choices in accordance with hotel standards

3.15 Monitor flow of service and meal delivery

3.16 Recognize and follow up promptly any delays or deficiencies on services

3.17 Advise and assure guests that delays and problems will be fixed immediately

3.18 Check accuracy of orders promptly from service counter before transferring them to service trays

3.19 Serve food and beverage correctly and courteously

3.20 Ask the guest for additional orders, if any

3.21 Clean and clear tables, cutleries and cookery at the most appropriate time

3.22 Process account in accordance with hotel procedures

3.23 Check whether items in the bills are correct


Unit of Competency


Approach

3.24 Organize and present bill to the guest upon request

3.25 Remove soiled glass-wares and napkins using tray and place them in appropriate areas

3.26 Replace table cloth and/or placemats

3.27 Report losses indicating the items and how they got lost

3.28 Handle complaints by listening attentively to the guest

3.29 Refer guest complaints to supervisors or managers

3.30 Provide feedback to guest on action taken

3.31 Sanitize tables, chairs, and waiters’ station

3.32 Collect all silver wares, flat wares, glass wares, cutleries and the likes and place them in allocated storage areas.


Unit of Competency


Approach

3.33 Provide information logbook to note the events of the day.(e.g. service evaluation, handover, complaints, action taken, sales of the day, etc)

4. Develop and update food and beverage knowledge

4.1Identify information needs to perform job related activities

Lecture/ Demonstration/ self paced learning (modular)/ dualized training/ on the job training

Problem Solving/ Case Study

Group Dynamics

Video presentation

Oral and written examination

Observation

Performance test4.2Identify suitable

information sources (e.g. recipes and menus, food cooking demonstration chefs and cooks and other food service personnel

4.3 Develop and maintain current knowledge on food and beverage (e.g. typical food and wines of the local area, promotional activities, current food and beverage festivals, etc)


3.2 TRAINING DELIVERY

The delivery of training should follow to the design of the curriculum. Delivery should be guided by the 10 basic principles of competency-based TVET.

The training is based on curriculum developed from the competency standards; Learning is modular in its structure; Training delivery is individualized and self-paced; Training is based on work that must be performed; Training materials are directly related to the competency standards and the curriculum modules; Assessment is based on the collection of evidence of the performance of work to the industry required standard; Training is based both on and off-the-job components; Allows for recognition of prior learning (RPL) or current competencies; Training allows for multiple entry and exit; and Approved training programs are Nationally Accredited

The competency-based TVET system recognizes various types of delivery modes, both on and off-the-job as long as the learning is driven by the competency standards specified by the industry. The following training modalities may be adopted when designing training programs:

The dualized mode of training delivery is preferred and recommended, thus, programs would contain both in-school and in-industry training or fieldwork components. Details can be referred to the Dual Training System (DTS) Implementing Rules and Regulations

Modular/self-paced learning is a competency-based training modality where the trainee is allowed to progress at his own pace. The trainer only facilitates the training delivery

Peer teaching/mentoring is a training modality wherein fast learners are given the opportunity to assist the slow learners

Supervised industry training or on-the-job training is a training approach designed to enhance the knowledge and skills of the trainee through actual experience in the workplace to acquire specific competencies prescribed in the training regulations


Distance learning is a formal education process in which majority of the instruction occurs when the students and instructor are not in the same place. Distance learning may employ correspondence study, audio, video or computer technologies

3.3 TRAINEE ENTRY REQUIREMENTS

Trainees or students who wish to enter this training should possess the following requirements:

can communicate basic English both oral and written at least high school graduate physically and mentally fit with good moral character can perform basic mathematical computation with pleasing personality

3.4 LIST OF TOOL, EQUIPMENT AND MATERIALS FOR FOOD AND BEVERAGE SERVICES NC II

Recommended list of tools, equipment and materials for the training of 25 trainees for Food and Beverage Services NC II.

TOOLS EQUIPMENT MATERIALS

WAITERING TOOLS, MATERIALS AND EQUIPMENT

QTY QTY QTY

8 Dinner plates, 10”8 Dining chair 25 50 cm X 50 cm Table

napkin

8Show/base plates, 12”

2 Tray stand (optional)

8 Fish plates, 8” 2 Waiter station cabinet

8 Dessert plates, 7”

8 Cereal plates, 5”

12Side plates or bread plates, 6”

8Bouillon cups and saucers, 8-12 oz.

8Teacups and saucers, 6 2/3 oz.




QTY QTY QTY

8Demi-tasse, 3 1/3 oz.

2 Coffee pots, 2 pint

2 Tea pots, 2 pint

CUTLERIES

8 Dinner knives

8 Dinner forks

8 Salad knives

16 Salad forks

8 Fish knives

8 Fish forks

8 Soup spoons

8 Dessert spoons

8 Dessert forks

8 Teaspoons

4Demi-tasse spoons

8 Long spoons

8 Cocktail forks

8 Service forks

8 Service spoons

4 Sauce ladles

4 Soup ladles

2 Cake servers

GLASSWARE

8 Red wine glasses

8 White wine glasses

8 Water goblets




QTY QTY QTY

TABLES

2Square tables good for 4 persons

CLOTH

2 54”X54

2 90”X90”

2 64”X64”

2 72”X72”

4 Side towels

OTHER ACCESSORIES

2 Salt shakers

2 Pepper shakers

2 Pepper mills

2 Rectangular trays

2 Oval trays

2 Round trays

2 Tooth pick holders

2 Sugar containers

2 Creamer containers

2 Oil and vinegar containers and holders

2 Sauce boats

8 Menu cards

2 Order pads

2 Pens

2 Flower bases

2 Reservation books

2 Water pitchers

8 Plate covers

2 Bill folder/change trays

2 Ice bucket with tongs


3.5 TRAINING FACILITIES


Based on a class intake of 25 students/trainees.

Space Requirement

Size in Meters Area in Sq. Meters

Total Area in Sq. Meters

Lecture/Laboratory Area

5 x 10 50 50

Wash Room 2 x 5 10 10

Tool Room/Supply Room

5 x 4 20 20

Circulation Area 5 x 5 25 25

Total Workshop Area : 105

3.6 TRAINER’S QUALIFICATIONS FOR TOURISM SECTOR (HOTEL AND RESTAURANT)


TRAINER'S QUALIFICATION (TQ II)

Must have completed a Trainers Training Methodology Course (TM II) or its equivalent

Must have at least 2 years industry experience Must be a holder of a Food and Beverage Servicing NC level II Must be of good moral character With pleasing personality Must have attended relevant bar service trainings and seminars (for bar tending trainer’s) Proficient in bar service (for bar tending trainers)

3.7 INSTITUTIONAL ASSESSMENT

Institutional assessment is undertaken by trainees to determine their achievement of units of competency. A certificate of achievement is issued for each unit of competency.


SECTION 4 NATIONAL ASSESSMENT AND CERTIFICATION ARRANGEMENTS

4.1 To attain the National Qualification of FOOD AND BEVERAGE SERVICES NC II, the candidate must demonstrate competence in all the units of competency listed in Section 1. Successful candidates shall be awarded a National Certificate signed by the TESDA Director General.

4.2 The qualification of FOOD AND BEVERAGE SERVICES may be attained through:

4.2.1 Accumulation of Certificates of Competency (COCs) in all the following areas:

4.2.1.1 Provide link between kitchen and service areas4.2.1.2 Provide food and beverage service4.2.1.3 Provide room service4.2.1.4 Develop and update food and beverage knowledge

Successful candidates shall be awarded Certificates of Competency (COC).

4.2.2 Demonstration of competence through concurrent or project-type assessment covering all the required core units of qualification.

4.3 Accumulation and submission of all COCs acquired for the relevant units of competency comprising a qualification, an individual shall be issued the corresponding National Certificate.

4.4 Assessment shall focus on the core units of competency. The basic and common units shall be integrated or assessed concurrently with the

core units.

4.5 The following are qualified to apply for assessment and certification:

4.5.1 Graduates of formal, non-formal and informal including enterprise- based training programs

4.5.2 Experienced workers (wage employed or self employed)

4.6 The guidelines on assessment and certification are discussed in detail in the "Procedures Manual on Assessment and Certification" and "Guidelines on the Implementation of the Philippine TVET Qualification and Certification System (PTQCS)".


___________________________________________________________________________________________________TR - FOOD AND BEVERAGE SERVICES NC II Promulgated March 2005

COMPETENCY MAP - TOURISM Sector(Hotel and Restaurant)


Develop and update industry

knowledge

Perform computer operations

Provide effective customer service

Observeworkplacehygiene

procedures

Perform workplace

safety practices

CORE

COMPETENCIES

COMMON COMPETENCIES

ANNEX A

BASIC

COMPETENCIES

Demonstratework values

Practicehousekeeping

procedures (5S)

Participatein workplace

communication

Work in teamenvironment

Practicecareer

professionalism

Workwith others

Develop andpractice negotiation skills

Usemathematicalconcepts andtechniques

Use relevanttechnologies

Solve problemsrelated to work

activities

Receive and respond to workplacecommunicatio

n

Developteams

andindividuals

Utilizespecialized

communicationskills

Practiceoccupationalhealth and

safety procedures

Leadworkplace

communication

Collect,analyze andorganiz

einformation

Planand organize

work

Applyproblem- solvingtechniques in

the workplace

Leadsmall teams

Promoteenvironmental

protection

Prepare for wine tasting

Provide table

service of alcoholic beverages

Complete retailliquorsales

Operate bar

Provide

queridon service

Prepare and

serve espresso coffee

Provide

responsible service of alcohol

Provide

accommodation reception services

Provide a link between kitchen and service areas

Conduct for

product tasting (standard)

Provide

specialist advice on food

Provide

room service

Conduct

night audit

Provide

silver service

Evaluate and

appreciate wine

Plan and monitor

bar operation

Provide food and beverage table service

Provide food

and beverage service

Manage

wine for a wine outlet

Provide

wine service

Provide

specialist advice on wine

Provide

club reception services

Provide table

service of alcoholic beverages

Evaluate wines

(Advance)

Prepare andmix cocktails

and non- alcoholicdrinks

Plan and

monitor food andbeverage table

service

Provide

porter services

Receive and

process reservations

Clean

bar areas

Promote

wine tourism information

Develop and

update food andbeverage

knowledge

Operate

cellar systems

Operate a

computerized reservations

system

Plan and

monitor espressocoffee service

Provide

housekeeping services to

guests

72

DEFINITION OF TERMS

1. APERITIF - is any drink taken before meals, to improve your appetite

2. BREWING - a stage in making beer in which worth is boiled with hops

3. BUSBOY - refers to the dining room helper and runner, title given to a Food and Beverage Service Attendant, National Certificate I

4. BUSSED OUT - taking out soiled plates/dishes from the dining area to dishwashing area

5. CAPTAIN FOOD AND BEVERAGE SERVICE ATTENDANT - refers to the supervisor of The Food and Beverage Service Attendant, also refers to Food and Beverage Service Attendant, National Certificate Level I.

6. COCKTAIL - is a well-mixed drink made up of base liquor, a modifying ingredient as a modifier and special flavoring of coloring agents. It is usually an aperitif taken at leisure before a meal to whet the appetite.

7. COMMIS - refers to the category according to the extent of difficulty and complexity of skills and knowledge required for the job.

8. COMMUNICATION - the transfer of ideas through verbal and non-verbal communication

9. CORDIAL/ LIQUEUR - a spirits that are sweetened and flavor with natural flavor’s

10. DISH OUT - food taken from the kitchen to the dining area

11. DISTILLATION - a process involving continuous evaporation and condensation of liquid wherein higher alcohol content could be obtained

12. FERMENTATION - an action of yeast upon a sugar in solution, which breaks down the sugar into carbon dioxide and alcohol

13. FLAMBE’ - flamed with spirit or liqueur

14. FOOD AND BEVERAGE SERVICE ATTENDANT - refers to the workers assigned in the service of food and beverage to the guests, also known as waiter.

15.GARNISH - an ingredient which decorates, accompanies or completes a dish. Many dishes are identified by the name of their garnishes

16. HIGHBALL DRINK - is a tall drink consisting of a shot of specified spirit with mixers such as sodas, water, etc. serve with cube ice in a highball glass


17. LEVEL / CLASS - refers to the category according to the extent of difficulty and complexity of skills and knowledge required of the jobs.

18.LONG OR TALL DRINK - is a mixed drinks that are served in tall glasses

19. MENU - a list in specific order of the dishes to be served at a given meal

20. MISE EN PLACE - French term for having all ingredients in ready to use Preparation before service

21. PRE-DINNER - short mixed drinks that are basically dry in taste and are usually served before a meal to wet the appetite

22. SPIRITS - are drinks obtained by distillation after fermentation from vegetables, grains, fruits, plants and other substance with sugar or starch-based

23. TABLEWARE - is a term recognized as embracing all items of flatware, cutlery, hollowware

24.FLATWARE - it denotes all forms of spoons and forks

25.CUTLERY – refers to knives and other cutting implements

26.HOLLOWWARE – consists of any item made from silver e.g. teapots, milk jugs, sugar, basins, oval flats

27. SILVERWARE - tableware made of solid silver, silver gilt or silver metal. Silver plate made from single strip of plated metal

28. TABLE NAPKIN - an individual piece of linen which is used to protect the clothing or wipe the mouth during a meal

Other Terms Used :

Captain Waiter – Chef de Etage Chef – a person who prepares food as an occupation in

restaurant, private house, hotel Dining Room Attendant – Commis de Rang (busboy) Director of Service – Chef de Service Head Waiter – Chef de Salle Waiter – Chef de Rang/Demi Chef de Rang Wine Steward – Chef de Vin/Chef Sommelier


ACKNOWLEDGEMENTS

The Technical Education and Skills Development Authority (TESDA) wishes to extend thanks and appreciation to the many representatives of business, industry, academe and government agencies who donated their time and expertise to the development and validation of these Training Regulations.

TOURISM INDUSTRY BOARD FOUNDATION, INC. (TIBFI) - EXECUTIVE COMMITTEE

LARRY CRUZChairman

PAUL LIM SOTreasurerAction Tour Holidays CorporationBinondo, Manila

USEC. EVELYN PANTIGVice-ChairmanUndersecretary, Department of Tourism

DR. IGNACIO S. PABLOExecutive DirectorHTIP, Intramuros, Manila

DANIEL EDRALINSecretary

SEC. AUGUSTO BOBOY SYJUCOTrusteeDirector General, TESDA

DR. CORAZON RODRIGUEZTrusteeDean, UP Asian Institute of TourismDiliman, Quezon City

INDUSTRY WORKING GROUP (IWG) - EXECUTIVE COMMITTEE

ANABELLE O. MORENOChair, IWGPresident, Association of Human Resource Managers for Hotels and Restaurants (AHRM)

MA. LOURDES CATRALChair, Planning Sub-CommitteeUP, College of Home EconomicsDiliman, Quezon City

ALAN DIMAYUGAFormer Chair, IWG and Planning Sub-CommitteeExecutive Plaza HotelMalate, Manila

Yael FernandezChair, Standards And Assessment Sub-CommitteeMandarin Oriental ManilaMakati Ave., Makati CityLEA VILLANUEVAChair, Professional and Programs DevelopmentVisions and Breakthroughs, Inc.


STANDARDS AND ASSESSMENT SUB-COMMITTEE MEMBERS AND EXPERTS

FOOD AND BEVERAGE SERVICES

MARIVIC V. QUEAristocrat RestaurantErmita, Manila

GENER DESQUITADOTIMAG/North Sea MarineAdriatico St., Metro Manila

MARY ANNE R. TUMANANDepartment of Hotel, Restaurant and

Institution ManagementUniversity of the PhilippinesDiliman, Quezon City

BENJAMIN CLETO, JR.TIMAG/North Sea MarineAdriatico St., Metro Manila

The Participants in the Validation of this Training Regulation

Members of the Hotels, Resorts and Restaurants Association of Cebu (HRRAC)

Members of the Hotels and Restaurants Association of the Philippines (HRAP)

The TESDA Board Members and Secretariat

The Management and Staff of the TESDA Secretariat

QSO


tr f & b services nc ii

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