Perform Supplemental Activities, module 16

TOURISM

FOOD AND BEVERAGE SERVICE ATTENDANT NCII

SERVES FOOD AND BEVERAGES TO GUEST

Module 16

PERFORM
SUPPLEMENTAL
ACTIVITIES

LEARNER’S GUIDE
PERFORM
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SUPPLEMENTAL ACTIVITIES

HOW TO USE THIS
COMPETENCY BASED LEARNING MATERIALS (CBLM)

Welcome to the Module in Perform Supplemental Activities. This module contains
training materials and activities for you to complete.

The unit of competency “Serves Food and Beverages to Guest” contains
knowledge, skills and attitudes required for Food and Beverage Service Attendant. It is
one of the specialized modules at National Certificate level (NCII).

You are required to go through a series of learning activities in order to complete each
learning outcome of the module. In each learning outcome are Information Sheets and
Resources Sheets (Reference Materials for further reading to help you better understand
the required activities.) Follow these activities on your own and answer the self-check at the
end of each leaning outcome. You may remove a blank answer sheet at the end of each
module (or get one from your facilitator/trainer) to write your answers for each self-check. If
you have questions, don’t hesitate to ask your facilitator for assistance.

Recognition of Prior Learning (RPL)

You may already have some or most of the knowledge and skills covered in this learner’s
guide because you have:

• been working for some time
• already completed training in this area.

If you can demonstrate to your trainer that you are competent in a particular skill or
skills, talk to him/her about having them formally recognized so you don’t have to do the same
training again. If you have a qualification or Certificate of Competency from previous train-
ing, show it to your trainer. If the skills you acquired are still current and relevant to the unit/s of
competency they may become part of the evidence you can present for RPL. If you are not
sure about the currency of your skills, discuss this with your trainer.

At the end of this module is a Learner’s Diary. Use this diary to record important
dates, jobs undertaken and other workplace events that will assist you in providing further
details to your trainer or assessor. A Record of Achievement is also provided for your
trainer to complete once you complete the module.

This module was prepared to help you achieve the required competency, in
Serving Food and Beverages to Guest. This will be the source of information for you to
acquire knowledge and skills into his particular trade independently and at your own pace,
with minimum supervision or help from your instructor.

• Talk to your trainer and agree on how you will both organize the Training of this unit.
Read through the module carefully. It is divided into sections, which cover all the
skills, and knowledge you need to successfully complete this module.

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• Work through all the information and complete the activities in each section. Read
information sheets and complete the self-check. Suggested references are
included to supplement the materials provided in this module.

• Most probably your trainer will also be your supervisor or manager. He/She is there
to support you and show you the correct way to do things.

• Your trainer will tell you about the important things you need to consider when you
are completing activities and it is important that you listen and take notes.

• You will be given plenty of opportunity to ask questions and practice on the job.
Make sure you practice your new skills during regular work shifts. This way you will
improve both your speed and memory and also your confidence.

• Talk to more experienced workmates and ask for their guidance.

• Use the self-check questions at the end of each section to test your own progress.

• When you are ready, ask your trainer to watch you perform the activities outlined in
this module.

• As you work through the activities, ask for written feedback on your progress. Your
trainer keeps feedback/pre-assessment reports for this reason. When you have
successfully completed each element, ask your trainer to mark on the reports that
you are ready for assessment.

• When you have completed this module (or several modules), and feel confident
that you have had sufficient practice, your trainer will arrange an appointment with
registered assessor to assess you. The results of your assessment will be
recorded in your Competency Achievement Record.

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Program Content

Modular Unit SERVES FOOD AND
Module 9 BEVERAGES TO GUEST

Æ Setting the Table

Module 10 Æ Welcoming and Seating
Module 11 the Guest

Æ Taking Guest Order

Module 12 Æ Serving Guest Order

Module 13 Æ Cleaning the Table

Module 14 Æ Preparing and Settling Bills

Module 15 Æ Resetting the Table

Module 16 Æ Perform Supplemental

Activities

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SECTOR : TOURISM
FOOD AND BEVERAGE SERVICE ATTENDANT NCII
QUALIFICATION : Serves Food and Beverages to Guest
Perform Supplemental Activities
UNIT OF COMPETENCY :

MODULE :

INTRODUCTION:

This module deals with knowledge, skills and attitude in handling guests complaints,
reporting lost and found items, food and beverages, forms, meeting and guest needs
assistance.

LEARNING OUTCOMES:

1. Manifest a sense of duty in performing job-related functions.
2. Show concern to guest needs.

ASSESSMENT CRITERIA

1. Handled complaints satisfactorily and tactfully.
a. Stopped and addressed compalints
b. Listened to the complaint without interrupting
c. Classified the problem
d. Apologized
e. Emphatized with guest
f. Generated solution
g. Acted immediately
h. Follow-up

2. Returned matters to supervisors or managers.
3. Provided feedback to guests in action taken.
4. Observed appropriate procedures in handling lost and found items.
5. Participated in restaurant meetings.
6. Report and forms are prepared and accomplished on time accurately and completely.
7. Alert in responding to customers needs and requests is observed.
8. Ensured queries of guest satisfactorily.
9. Warm and pleasant smile is projected in attending customers needs.

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Qualification : Food and Beverage Service Attendant NCII

Unit of Competency : Serves Food and Beverages to Guest

Module : Perform Suplemental Activities

Learning Outcome # 1 : Manifest sense of duty in performing job-related functions.

Assessment Criteria:

1. Handled complaints satisfactorily and tactfully.
a. Stopped and addressed complaints
b. Listened to the complaint without interrupting
c. Classified the problem
d. Apologized
e. Emphatized with guest
f. Generated solution
g. Acted immediately
h. Follow-up

2. Returned matters to supervisors or managers.
3. Provided feedback to guests in action taken.
4. Observed appropriate procedures in handling lost and found items.
5. Participated in restaurant meetings.
6. Report and forms are prepared and accomplished on time accurately and completely.

Resources:

Equipment & Facilities Tools, Supplies & Materials

1. Workshop/Laboratory 1. Complaint Fforms
2. Tables and Chairs 2. Lost and Found Forms
3. Guest Request Forms
4. Delivery Forms
5. Pen/Notebooks
6. Computer with Printer
7. Manual Guidelines

References:

1. Edica and Roldan. Food Service and Bartending. AR Skills Development and
Management Services. Parañaque, Metro Manila. 2001

2. Hayter, Roy. Food and Drink Service. Hospitality Training Foundation and Thomson
Learning. 2000.

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Learning Outcome #1 : Manifest a sense of duty in performing

job-related functions

LEARNING ACTIVITIES SPECIAL INSTRUCTIONS

1. Learn on how to handle • Information Sheet # 1-1:
guest complaints “Handling Guest Compliants”

2. Learn on how to handle • Information Sheet #1-2:
lost and found items “Resporting Lost and Found Items”

3. Perform Job Sheet #1-1 • Job Sheet #1-1:
“Handling and Responding
4. Self Check test to Guest Needs”
5. Refer to Model Answer
• Self Check # 1-1

Answer Key # 1-1

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INFORMATION SHEET #1-1

HANDLING GUEST COMPLAINTS

A. Handling Guest Complaints

When you are face-to-face with a dissatisfied customer, try to put aside any feeling of
anger, or hurt, or embarrassment. Deal with the situation calmly and professionally. Don’t
wait for the customer to actually use the word “complain” or “complaint” before acting. You
can recognize dissatisfaction from the general behavior of customers – the word they use,
the expressions on their face and their body language (e.g. tapping the table impatiently).

Deal well with unhappy customers, nstead of remembering the worst, staying away
and telling others of their bad experiences. If the main dangers of the complaint is not
properly acted upon, they run.

When guests have complaints, here are some tips to deal with them:

1. Listen to the complaint fully. Do not interrupt, even
when you know you will be asking someone else to
handle the situation.

2. Apologize properly and sincerely, but do not admit
that you or the restaurant/company is at fault.

3. Do not make excuses or blame anyone else.

4. Never argue or disagree. React as if the customers
are right, even when you believe otherwise.

5. Keep calm and remain polite.

6. If appropriate, and it is the procedure in our workplace, offer a replacement
(e.g. if the complaint was about an undercooked steak), or an alternative drink/dish.

7. Where you do provide a replacement or alternative, do so quickly, with another
apology for the inconvenience. Check later that the new dish/drink is satisfactory.
Complete the special order or form to avoid problems with stock or cash control.

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8. Never offer something you cannot provide – consider
what would happen if the customer accepts your
suggestion of another fish dish, but you find the kitchen
have run out.

9. Thank the customer for bringing the matter to your
attention – said with feeling, this will show the customer
that you are genuine in your efforts to put things right.

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INFORMATION SHEET #1-2

REPORTING LOST AND FOUND ITEMS

A. Handling Lost Items

When a customer’s or colleague’s property, such
as a coat, bag, or umbrella, is left behind, it should be
handed in immediately to a manager.
Attach a note to the lost property with details of the
place, time and date it was found. This will help identify
the true owner.

B. Handling Claims for Found Items

When a claim is made for the lost
property, ask for a description of the item and
where and when it might have been lost. If there
is any doubt that the claim is genuine, or the
lost property is a valuable item, ask a
manager to deal with the matter.

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C. Need for Standard Forms, Forms for Complaints/Suggestions Forms etc.

Forms are used to take bookings and reservations, to record details of lost property,
complaints, customer incidents and to enter competitions.

An example of these are complaint forms, lost and found forms, guest request forms,
and delivery forms is found below:

Food Services Complaint

Name (Optional) ________________________________________________________
Date: __________________________________________________________________

Please check in which area your concern lies. Please check the category of your concern.

[ ] Food Court [ ] Quality
[ ] Dining Room [ ] Service
[ ] The Pub [ ] Quantiyt
[ ] Price

Briefly describe your concern: _______________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

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JOB SHEET #1-1

TITLE: SIMULATION/DEMONSTRATION: Handling and Responding to Guest Needs

Purpose: To show how to handle and respond to guest needs.

Equipment, Tools and Materials: Complaint forms, pen, notebooks

Precautions: Allow everyone to try both scenarios

Procedures:

1. Consider the following scenarios happening in your work station.
Select a partner (the complainant). Take the role of the service personnel.

a. Guest complaining about fly in the soup.
b. Guest’s concern about an item left.

2. Show how you will handle each of those scenarios by role playing.

3. Class sharing of experiences and perceptions regarding this demonstration follows.

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SELF-CHECK #1-1

Test I. Answer the following:
1. What will you do if a customer complained about spoiled food?
_______________________________________________________________
_______________________________________________________________
2. How will you identify the true owner of a lost and found item?
_______________________________________________________________
_______________________________________________________________

3. What will you do to handle items left behind by customers?
_______________________________________________________________
_______________________________________________________________

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ANSWER KEY #1-1

1. Offer an alternative dish.
2. By checking the place, time and date the item was found.
3. Handling items left behind:

a. Attach a note with details of place, time, date it was found.
b. Hand it immediately to manager.

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Qualification : Food and Beverage Service Attendant NCII

Unit of Competency : Serves Food and Beverages to Guest

Module : Perform Supplemental Activities

Learning Outcome #2 : Show Concern to Guest Needs

Assessment Criteria:

1. Alert in responding to customers needs requests is observed.
2. Ensured queries of guest satisfactorily.
3. Warm and pleasant smile is projected in attending customers needs.

Resources:

Equipment & Facilities Tools, Supplies & Materials

1. Workshop/Laboratory 1. Complaint Fforms
2. Tables and Chairs 2. Lost and Found Forms
3. Guest Request Forms
4. Delivery Forms
5. Pen/Notebooks
6. Computer with Printer
7. Manual Guidelines

References:

1. Edica and Roldan. Food Service and Bartending. AR Skills Development and
Management Services. Parañaque, Metro Manila. 2001

2. Hayter, Roy. Food and Drink Service. Hospitality Training Foundation and Thomson
Learning. 2000.

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Learning Outcome #2 : Show concern to guest needs

LEARNING ACTIVITIES SPECIAL INSTRUCTIONS

1. Learn on how to respond • Information Sheet # 2-1:
to guest needs “Responding to Guest Needs”

2. Perform Job Sheet #2-1 • Job Sheet #2-1:
“Responding to Guest Needs”
3. Self Check test
4. Refer to Model Answer • Self Check #2-1
• Answer Key #2-1

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INFORMATION SHEET #2-1

RESPONDING TO GUEST NEEDS

Customer satisfaction depends in large measure on the extent by which the dining
staff are able to address customer needs and expectations.

Aside from physical needs (food, accommodation, drinks and entertainment),
customers have very strong ego needs. They want immediate and consistent attention,
expect to be given importance and recognition, to be appreciated for their patronage or
comments. They also expect to be informed of important information in advance so as not to
be placed in an embarrassing situation. And most of all, they want to get their money’s
worth.

A. Responding to Customer Needs for Recognition

Below are some gestures that are responsive to customer needs:

1. Greet the customer with a warm smile: “Good morning/evening.”

2. Maintain an eye to eye contact while talking/attending to customers.

3. Give customer’s prompt, undivided and consistent attention.

4. Call customers by their name and title. It is the sweetest sound to their ear.
Get to know their names if they are regular customers.

5. Do not discriminate, even those who do not give tips as well as those who
appear demanding or irritating. Treat all customers equally in terms of attention
and service.

6. Show appreciation rather than irritation when a customer airs some concern or
complaints. Say:

“Thank you, Sir, for calling our attention on this matter.”
or

“We appreciate your concern, sir.
Thank you for telling us about this matter.”

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7. Never criticize or insult a customer as this will hurt his ego.

8. Never attempt to argue or prove the customer wrong. The most tactful way to
prove one’s point is to first acknowledge customer’s comments before stating
one’s stand.

“I understand your point, sir. But I wish to let you know that...”

9. Be very sensitive to the guests’ feelings. Never embarrass him in front of others,
or talk to him with a loud or arrogant tone.

10. Never attempt to correct customers for any mistake (like mispronounced words,
improper use of equipment, etc.)

B. Responding to Customer Needs for Information

1. Be familiar with the company products, facilities and services to be able to answer
guest queries correctly.

2. Inform the customer in advance of any information that are important for him to know.

Example:

During order taking, mention out stock items, change of
standard accompaniment, etc.

For banquet bookings: mention extra charges, corkage fees, etc.

Have a list of information ready to be disseminated to organizers
during bookings so that no important information will be overlooked.

3. Never settle a question with: “I don’t know” answer. Refer to the right person or
department if not familiar with the item asked. One can say:

“I wish to refer you to our _________. They have all the
information about this matter.” Or say, “She/He is in the best
position to answer your questions,”

Another approach is to call the concerned department for the needed
information before responding to inquiry.

“Just a moment, sir. Let me check with ________.”

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C. Responding to Customer Needs for Acceptance

1. Be friendly, maintain gracious expressions and smile when talking to customers.

2. Give every patron a warm greeting, said with a gracious smile,

“Good morning/afternoon. evening Mr. ______.”

3. Welcome back a repeat patron.

“Welcome back. We’re glad to see you again.”

4. Make each guest feel very important, give him full attention, be alert to respond to
his needs and console him with friendly gestures when he is lonely or bored.
Give some extra service beyond the call of duty.

5. Get to know the guest preferences and favorites like his favorite room, drink, etc.
and offer it to him before he asks for it.

6. Be generous in expressing gracious remarks like,

Hope you enjoy your meal.”
or

“Have a nice day, sir. Please don’t hesitate to call us should you need anything.”

D. Responding to Customer Needs for Security

1. Take note of items left by guests in the dining room or anywhere in the hotel.
Surrender it to the supervisor for it to be stored in the lost and found section and
for the guest to claim there at.

2. Should one be approached by a guest for his lost item, attempt to help him recover it
by inquiring from other staff and by checking on the log book, or assist him to file a
complaint at the Security Office for the latter’s investigation.

3. Help in maintaining a safe environment in the dining area. Pay attention to safety and
security hazards and report them immediately to the supervisor for corrective action.

4. Never use damaged tables, chairs or other equipment so as not to cause accidents.

5. Guest who may pose to be a source of trouble (like intoxicated ones) should be calmed
down tactfully if they attempt to create trouble.

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JOB SHEET #2-1

TITLE: ROLE PLAY: Responding to Guest Needs

Purpose: To learn the effective ways of responding to guest needs.

Equipment, Tools and Materials: Pen, notebooks

Precautions: Make it as realistic as possible.

Procedures:

1. Act out the following scenarios with a pre-selected partner (the customer).
Take the role of the service personnel.

a. Guest need for information
b. Guest need for acceptance

2. Swap roles.

3. Discuss with the whole class your experience/perceptions of the roles played.

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SELF-CHECK #2-1

Answer the following:

1. How will you satisfy a customer’s need for acceptance?
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________

2. How do you satisfy the customer’s need for infomation?
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________

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ANSWER KEY #2-1

1. To satisfy need for acceptance:
a. Be friendly and greet warmly.
b. Welcome back a repeat patron.
c. Be gracious.

2. To satisft customer’s need for information:
a. Be familiar with the company products, facilities and services.
b. Inform customer in advance any important information that he needs to know.
c. Never answer, “I don’t know”, instead refer to the right person.

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PERFORMANCE
ASSESSMENT

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EVIDENCE PLAN

Sector: TOURISM
Unit of Competency: SERVES FOOD AND BEVERAGES TO GUEST
Module Title: Perform Supplemental Activities

Ways in which evidences will be collected: Interview
(tick the column) Written Test
Demonstration
The evidence must show that the candidate... Presentation of
Final Product
Third Party
Report
Portfolio

1. Manifest sense of duty in performing XX
job-related functions. XX

2. Show concern to guest needs.

Critical aspects of competency

Prepared by: ___________________________________ Date:
Instructor Date:

___________________________________
Instructor

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PERFORMANCE TEST

Name Date
MODULE: PERFORM SUPPLEMENTAL ACTIVITIES
TEST ATTEMPT
1st 2nd 3rd

DIRECTIONS LEVEL OVERALL EVALUATION
ACHIEVED
• Ask your instructor to assess PERFORMANCE LEVEL
your competencies on the 4
critical performance criteria Can peform this skill without supervision and with
listed below. 3 adaptability to probelm situations.
Can perform this skills satisfactorily without assistance
• Overall evaluation will be 2 or supervision.
assessed based on the Can perform this skills satisfactorily with some assis-
guide on the other side. 1 tance and supervision.
0 Can perform this skills satisfactorily with full assistance.
Cannot perform this skills

PERFORMANCE STANDARDS PERFORMANCE LEVEL
YES NO N/A

A. Manifest sense of duty in performing job-related functions.
1. Handled complaints satisfactorily and tactfully.
2. Returned matters to supervisors or managers.
3. Provided feedback to guests in action taken.
4. Observed appropriate procedures in handling lost and
found items.
5. Participated in restaurant meetings.
6. Report and forms are prepared and accomplished on
time accurately and completely.
B. Show concern to guest needs.
1. Alert in responding to customers needs is observed.
2. Ensured queries of guest satisfactorily.
3. Warm and pleasant smile is projected in attending customer
needs.

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WRITTEN TEST

Test 1. True or False

A. Handling guest complaints
___________ 1. Deal with customer complaints calmly and professionally.
___________ 2. Customers may run if the complaints are not properly acted upon.
___________ 3. Never offer something (replacement/alternative) you cannot
provide.

B. Reporting lost and found items
___________ 4. Attaching a note to a lost property with details of the place, time
and date it was found will help identify the true owner.
___________ 5. Any lost item should be handled properly.

Test 2. Modified Multiple Choice. Write the letter of the correct answer on the space
provided.

a. Need for attention, appreciation and recognition
b. Need for information
c. Need to belong and to be accepted
d. Need for safety or security

_____ 1. Never use damaged tables, chairs or other equipment so as not to cause
accidents.

_____ 2. Give some extra service beyond the call of duty.
_____ 3. Inform the customer in advance of any information that are important for him

to know.
_____ 4. Give customers prompt, undivided and consistent attention.
_____ 5. Call customers by their name and title.

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DEMONSTRATION

Candidate/Trainee’s Name
Assessor’s Name
Competency Assessment Title
Date of Assessment
Given the following materials, tools and equipment the candidate/trainee must be able
to perform supplemental activities properly.

Observation Tick ( /) to show if evidence is demonstrated.

During the demonstration of skills did Yes No Actual
the candidate : (1.0-3.0) (5.0/F) Rating

1. Manifest a sense of duty in
performing job-related functions.

2. Show concern to guest needs.

The candidate’s demonstration was: ___________________
Rating

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RECORDS OF ACHIEVEMENT

Module : Perform Supplemental Activities

Learning Outcome #1: Manifest sense of duty in performing job-related functions.

Assessment Criteria:

1. Handled complaints satisfactorily and tactfully.
2. Returned matters to supervisors or managers.
3. Provided feedback to guests in action taken.
4. Observed appropriate procedures in handling lost and found items.
5. Participated in restaurant meetings.
6. Report and forms are prepared and accomplished on time accurately and

completely.

COMMENTS:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________

Learner has satisfied the above performance criteria.
Learner’s signature: __________________________
Trainer’s signature: __________________________
Date: _____________________________________

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RECORDS OF ACHIEVEMENT

Module : Perform Supplemental Activities

Learning Outcome #2: Show concern to guest needs.

Assessment Criteria:

1. Alert in responding to customers needs is observed.
2. Ensured queries of guest satisfactorily.
3. Warm and pleasant smile is projected in attending customer needs.

COMMENTS:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________

Learner has satisfied the above performance criteria.
Learner’s signature: __________________________
Trainer’s signature: __________________________
Date: _____________________________________

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LEARNER’S DIARY

DIARY NOTES

Record important dates, jobs undertaken and other workplace events that will assist
you in providing further details to your Assessor.

___________________________________________________________________
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__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
___________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
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TECHNICAL TERMS

Complaint - a statement that a situation is unsatisfactory or unacceptable
F & B Forms - one of the customer care supplies which encourage sales and provide
information
Meeting - a gathering of people for a common purpose.

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REFERENCE

Edica and Roldan. Food Service and Bartending. AR Skills Development and
Management Services. Parañaque, Metro Manila. 2001

Hayter, Roy. Food and Drink Service. Hospitality Training Foundation and Thomson
Learning. 2000.

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ACKNOWLEDGMENT

Ms. Elizabeth Llorente
Ms. Marilou Obispo
Mr. Alexander Limbo
Prof. Jovita G. Reyes

Dean Edna O. Imperial
Ms. Julie Ann V. Balbis

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