COMPETENCY-BASED LEARNING MATERIAL
Sector:
Tourism Tourism (Hotel and Restaurant) Qual i ficat i onTi t l e:
Food and Beverage Services (FBS NC II Uni tofComp mpet ency:
Provide Room Services Modul eTi t l e:
Providing Roo! Services Devel opedby: DEO M. BELMONTE Auust !"# !$%&
HOW TO USE THI HI SCOM OMPETENCYBASED LEARN RNI NG MATERI ALS We We l c omet ot hemodul ei nPr smo modul e ovi di ngRoom Servi ce.Thi c ont ai nst r ai ni ngma mat e r i al sa ndac t i v i t i e sf o ry o ut ope r f o r m andc o mp mpl e t e .
ovi deRoom Servi ce” Theuni tofcompe t ency“Pr cont ai nsknowl edge, RAGESERV RVI CES( FBS)NC s ki l l sandat t i t ude sr e qui r e df orFOOD AND BEVERA I I . Youar er e qui r e dt ogot hr oughas er i e sofact i vi t i e si nor dert ocompl e t e nf o r ma mat i o n eachl earni ngout come meoft hemo modul e.I neachl ear ni ngout come mear eI Fo l l o wt he s eac t i v i t i e sony our She e t s ,Se l f Che c k s ,T as kShe e t sandJ o bShe e t s . o wn wn.I fy ouha v eq ue s t i ons ,dono the s i t at et oas ky ourf ac i l i t at orf ora s si s t anc e . Thegoaloft hi scour sei st hedev el opme ntofpr act i calski l l s.Tog ai n t hese,youmustl earnbasi cconcept sandt echnol ogi es.Fort hemo mostpart ,you wi l lge tt hi si nf or mat i onf r om t heI nf or mat i onShee t s. Thi smo dul ewaspr epar edt ohe l py ouac hi e v et her equi r edcompe t ency i n“Pr ovi di ngRoom Servi ces” . Thi swi l lbet hesour ceofi nf or mat i onf ory out oac qui r eknowl e dgeand ski l l si nt hi spart i cul arcomp mpet encyi ndependent l yandatyourownpace,wi t h mi ni mum super vi si onorhel pf r om youri nst r uct or .
Remembert o: •
•
•
Wo Wor kt hr oughal li nf or ma t i onandcompl e t et heac t i v i t i esi neac hse ct i on. ReadI nf orma mat i onShee t sandcomp mpl et et heSel f Chec ks.Sugges t ed r ef er encesar ei ncl udedt osuppl eme mentt hema mat er i al spr ovi dedi nt hi s modul e. Per f orm t heTaskShee t sandJobShee t sunt i lyouar econfidentt hat y ourout put sc onf or mt ot hePer f or manceCr i t er i aChe c kl i s tt hatf ol l ows t hesheet s.
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Submi tout put soft heTaskSheet sandJobSheet st oyourf aci l i t at orf or A i shmentChar t .Out eval uat i onandr ecordi ngi nt h e ccompl put sshal l s e r v easy o urpor t f o l i odur i ngt heI ns t i t ut i o nalCo mpe t e nc yEv a l uat i o n. Whe ny ouf eelconfidentt haty ouhav ehadsuffic i entpr act i ce,asky our Tr ai nert oev al uat ey ou.Ther e sul t sofy ourassess me ntwi l lber ecor ded ogr essChar tand/orAccompl i shmentChar t . i nyourPr Youmus tpasst heI ns t i t ut i onalCompe t encyEv al uat i onf ort hi s compet encybef or emovi ngt onextcompet ency .ACer t i ficat eofAchi eve mentwi l l beawar dedt oy ouaf t erpassi ngt heev al uat i on. Younee dt ocompl e t et hi smodul ebef or ey oucanpe r f or mt hemodul eon Devel opi ngandUpdat i ngFoodandBever ageKnowl edge.
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FOOD AND BEVERAGE SERVI CES ( FBS)NC I I COMPETENCYBASED LEARNI NG MATERI ALS Li stofCompet enci es
No.
Uni tofCompet ency
1.
Pr ov i deaLi nkBet ween Ki t chenandSer vi ceAr eas
2.
Pr ov i deFo odandBev er age Se r v i c e s
3.
4.
Modul eTi t l e
Code
Pr ovi di ngaLi nkBet ween TRS512316 Ki t chenandSer vi ce Ar eas
Pr ovi di ngFoodand Bever ageServi ces
Pr ovi deRoom Ser vi ces
TRS512317
Pr ovi di ngRoom
TRS51231
Servi ces
8
Dev el opandUpdat eFo odand Dev el opi ngandUpdat i ng TRS512321 Bev er ageKnowl edge FoodandBe v e r age Knowl edge
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MODULE CONTENT Qual i ficat i onTi t l e Uni tofCompet ency Modul eTi t l e
:Food andBever ageSer vi ces( FBS)NC I I :Pr ovi deRoom Ser vi ces :Pr ovi di ngRoom Ser vi ces
I nt r oduct i on: Thi smodul ede al swi t ht hes ki l l sandknowl edger equi r edt o pr ovi der oom ser vi cei ncommer ci alaccommodat i ones t abl i shment s. Thi sr ol ei sgener al l yunder t akenbyf oodandbev er ageat t endant si n l argeest abl i shment sbutmayal soi nvol vef r ontofficeper sonneland ki t c he ns t aff.
Lear ni ngOutcomes : Uponcompl et i onoft hi smodul e,t het r ai nee/st udentmustbeabl et o: 1.Takeandpr ocessr oom ser vi ceor der s 2.Se t upt r a y sandt r o l l e y s 3.Pr esentr oom serv i cemeal sandbeve r agest oguest 4.Pr esentr oom serv i ceaccount s 5.Cl earr oom servi cear ea
AssessmentCr i t er i a: 1.Appr o pr i at et r ai ni ngf ac i l i t i e s /r e s our c e sar epr e par e dbas e do nt he sessi onr equi r ement . 2.Learni ngst at i onsar epr epar edandset upaccor di ngt ol earni ng act i vi t i es. 3.Tool sandequi pment sar epr eparedandset upaccordi ngt ol earni ng act i vi t i es. 4.Pr eassess menti nst r ument sarepr epar edi naccor dancewi t ht he numberofl earner s. 'BS N * Providin Room Services
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5.Cont ent sandpr ocedur esofpr et r ai ni ngassess mentareexpl ai ned accordi ngt ogui dance. 6.Evi dencei sgat her edusi ngt heassessmentt ool sspeci fiedi nt he evi dencepl an. 7.Evi dencesar eev al uat edandf eedbacksaredi scusse dbasedont he r e s ul t soft hepr e t r ai ni ngas s e s s me nt .
LEARNI NG OUTCOME #1
TAKE AND PROCESSROOM SERVI CE ORDERS
CONTENT: 1.Taki ngRoom Ser vi ceOr der s
ASSESSMENT CRI TERI A: 1. 2. 3. 4. 5. 6.
Answert el ephonewi t hpr opert el ephonee t i que t t es Chec knameo fcus t omerdur i ngi nt er ac t i on Cl ari fies,r epeatandchec ksde t ai l sacc ur at el y Us esse l l i ngt ec hni queswhenappr opr i at e Advi sec l i ent sofappr oxi mat et i meofdel i v er y Rec or dss er vi ceor der sacc or di ngt oes t abl i shment ’ ss t andar ds 7.Pr o mpt l yt r ans f e ro r de r si nappr opr i at el o c at i o nf o r pr e par at i o n
CONDI TI ONS: St udent /t r ai neemustbepr ovi dedwi t ht hef ol l owi ng: 1.WORKPLACE LOCATI ON 2.TOOLS,ACCESSORI ESAND SUPPLI ES DoorKnobMe nu Tel e phone PenandPaper 3.TRAI NI NG RESOURCES Compet ency BasedLearni ngMat er i al s Audi o/Vi deoMat er i al s 'BS N * Providin Room Services
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ASSESSMENT METHOD: • •
Wr i t t enTes t Per f or manceTes t
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LEARNI NG EXPERI ENCES Lear ni ngOutcomeNo.1 TAKE AND PROCESSROOM SERVI CE ORDERS Lear ni ngAct i vi t i es Read I nf ormat i onSheet3. 11on Room Ser vi ceOr der s
Speci alI nst r uct i ons Readandunder st andt heI nf or mat i on Shee tandcheckyour sel fbyanswer i ng t heSel f Chec k3. 11onTaki ngRoom Ser vi ceOr der s.You mustansweral l q ue s t i o nsc o r r e c t l ybe f o r epr o ce e di ng t ot hene xtac t i v i t y . Dono the s i t at et oas ky o urt r ai ne r aboutt heuseoft hi smodul e.
Answer Sel fChec k3. 11onRoom Serv i ceOr der s
fil m on“ How t oT akeRoo m Vi ew Serv i ceOr der s”
Obser vet het el ephonecour t esi esand ot hernecessaryi nf ormat i onpr esent ed i nt hefil m. Youmaybr owset hei nt er ne tf or addi t i o nali nf o r mat i o no ndi ffe r e nt r oom ser vi cest andar dsper i ns t i t ut i o n,pr oc e dur e si nt aki ng or de r s ,s el l i ngt e chni que s,v er i f yi ng pr ocedur es,t el ephone cour t esy/manner s,et c. Af t erper f or mi ngt heJobshee t , ev al uat eyourownper f or manceusi ng t hePe r f o r manc eCr i t e r i aChe c kl i s t . Maket henecessaryc orr ect i onsor i mpr ov ement s.
Perf orm JobShee t3. 11onTake Room Ser vi ceOr der s
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Pr esentyourworkt oyourt r ai nerf or finaleval uat i onandrecor di ng. Upo nc ompl e t i o n oft he s eac t i v i t i e s , Pae
y oumaypr oceedt ot hene xtLO on Set upTr aysandTr ol l eys.
I NFORMATI ON SHEET 3. 11 Room Servi ceOr der s Learni ngObj ecti ves: Af t err eadi ngt hi sI NFORMATI ON SHEET,y oumus tbeabl et o: 1.Definer oom ser vi ce 2.Di ffe r ent i at er oom se r vi ceme nuf r om doorknobmenu 3.Enumer at eandexpl ai nt hes t epsi nt aki ngr oom ser vi ceor der s t hr ought el ephone 4.I nt er pr e tdoorknobmenu
I nPr ovi deFoodandBeve r ageServ i ces,youl earnedhow t oset upt abl es andpr epar edi ni ng/r est aur antareaf orser vi ce.Youal sol earnedhow t o we l comecus t omer s,t akeandpr oce ssor der s,ser v eandcl earf oodanddr i nks, andcl osedownr est aur ant /di ni ngar ea.I nt hi smodul e,you wi l ll earnt heski l l s andknowl edger equi r edt opr ovi der oom ser vi cei ncommer ci alaccommodat i on est abl i shment s.
ROOM SERVI CE Ther oom se r v i ceuni ti st askedt oat t e ndt ot hedel i v er yoff oodand be v er ageor der st ogues tr ooms.I nbi ghot el s,r oom s er vi ceope r at esasa separ at euni t ,headedbyaroom servi cesupervi sorassi st edbyacapt ai n wai t er .I nsmal lhot el s,t heusualpr act i cei st oi nc or por at er oom s er v i ceaspar t oft hecoffeeshopoper at i ons.Thecoffeeshopper sonnelareal soaut hori ze dt o per f or mr oom ser vi ces .
Room Ser vi ceMenus
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Room servi cemenus,consi st i ngofal acart ei t emsar epost edri ghti n eachguest r oom asref er encef orguest si nmaki ngasel ect i on.Or der sare usual l ymadet hr ought het el ephoneandr ecei vedbydesi gnat edor dert aker .
St epsi nTaki ngRoom Servi ceOr dersMadet hr oughTel ephone
St eps
Pr ocedur es
Rat i onal e/Ot her I nf or mat i on
1.Li f tt her e ce i v eroft he Themout hpi eceshoul d Court eousgree t i ngssai d t el ephoneont hefir st beatl e as t½ i nc hf r om wi t hasmi l i ngv oi cewi l l r i ngi fpos si bl eorwi t hi n t hemout h. cer t ai nl ymakeagood t hefir s tt hr e e( 3)r i ngs . i mpr essi on. Chec kt henameoft he I de nt i f yr o om s e r v i c e gues tandt her oom andg r e e tt hec al l e ra s numberdur i ngt he y ous ay: i nt e r ac t i on. “ Room Ser vi ce,good _ _ _ _ __ .Thi si s_ _ __ _ _ _ __ speaki ng.MayIknow y ournameandy our r oom numbe r si r /madam?”
2.Taket heor derand Wr i t edownandc l ar i f y Thi si si mpor t antt o wr i t ei tdowni nanor de r or der sasy ouheart hem. e ns ur et hatt heg ue s t ’ s sl i p pr ef er encesand Askt henumbe rof r equi r ement sar e ( t r i pl i c at ecopi e s;one ordersandt heguest ’ s f o l l o we di nt he c opyoft heor de rs l i p pr e f e r e nc e sr e g ar di ng pr eparat i on.Thus, goest ot heki t chen,one t hemannerof compl ai nt scanbe f ort hecashi erandt he pr e par at i o n,s al ad avoi ded. l as tonei sf ort hewai t e r ) dr e s s i ng,e t c . Getot herser vi ng Foreggs,whet herboi l ed, i ns t r uc t i onsl i ke poached,scr ambl ed,et c. addi t i onalbut t e r ,pl at e s, 'BS N * Providin Room Services
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e t c . Whe t he rbr eadsshoul d beser v edt oas t edor pl ai n.
Beago odsal es man. Makeappropr i at e suggest i ons.
I ft heg ue s ti sunde c i de d, suggestmenuspeci al t i es Offert heappr opr i at e orc he f ’ sdai l yspe ci al s . dri nksorwi net hatbest co mpl ementt heme al . Be f or ec l os i ng ,s ay“ Wi l l t hatbeal lsi r /madam?” I ft hei t e msoro neoft he i t e msi soutofs t oc k, i nf orm t heguest i mmedi at el yandsugge st anappr opr i at e s ubs t i t ut e .
3.Repeatt heorder . Cl ar i f yt heo r de rasy o u heart hem.
Ment i ont heor der quant i t yandmannerof pr eparat i on.
Repeat i ngt heorders he l pst opr e v e nte r r o r s t hatcanbesour cesof compl ai nt s.
“ MayIr epeatyouror der si r /madam?You’ l lhave : Adv i set hegues tof 2or der sofcornflakes appr oxi mat et i meof c e r e a l swi t hc o l dmi l k de l i v er y . 2sc r ambl edeggwi t h bacon 2pancakeswi t h but t er mi l k 2f r eshl ysqueezed o r a ng ej ui c e 2or der sofbr ewedcoffee Di dIg e ty o uro r de rr i g ht si r /madam?Youror der wi l lbedel i v er edi n15 mi nut es .Thankyou! ”
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4.Pl ac et heor de rt ot he ki t chen.
Gi vet hecopyoft he o r de rs l i pt ot hef oo d checkerandanot herone f orbi l l i ngpur pos es .
DoorKnobMenus Manyhot el smakeuseofdoorknobmenusf orbr eakf astor der s.Sai d menui sal sopr ovi dedi neachr oom andt heguest sfil li toutwi t ht hei rorder , i ndi cat i ngt heexactt i met heywantt hei ror dert obedel i ver ed.Thent heyhang i tont hedoorknobt obepi ckedupbyr oom ser vi cewai t er si nt heeve ni ngorat about3: 00AM.Theor deri st henendor sedt ot heki t chenandpr epar edi n adv anc e .I ti sde l i v e r e do nt hee x ac tt i mei ndi c at e di nt heo r de rf o r m.Thust he guest sar esparedf r om wai t i ngf ort hei ror der sespeci al l ywhent heyar e schedul edt ol eaveearl yi nt hemorni ng.
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1NOB MEN2 1.DoorknobmenusDOOR ar epl a ce di n si det heg ue s t r oomsbyr oom at t endant s. 2.Af t erfil i ngoutt hedoorknobmenu,guest swi l lhangi ti nhi sdoor knobt obepi ckedupbyt her oom ser vi cewai t er . 3.Capt ai nwai t ermus tcount erc hec kt her oom numberwi t ht hat i ndi cat edi nt hedoorknobmenust opr ev entmi st akesi nt he de l i v e r yofor de r s . 4.Col l ect eddoorknobmenusar et obeendor sedt ocapt ai nwai t er s o ror de rt ake r sf o rt her e c o r di ngandpr e par a t i o no fr e c e i pt s . Room No. n 33333 5.Doorkno bme uor der sar eendor se dt ot hewai t er sf ort hemi senNo. o4 Persons5 33333 6uest7s Name5 pl acepr e para t i on. 33333333333333333333333333333333333333333333333333333333333 6.Capt ai nwai t er sshoul dcl osel ymoni t ort heserv i cet i meandseet o Time o4 Deliver05 33333333333333333 i tt hatt hede l i v e r yofo r de r si sdo neont het i mer e q ue s t e d, especi al l yf ort hedoor knobme nuor der s. BREA%FAST ORDER 33333 ontinental Brea84ast ********************************** P%-$.$$ 33333 American Brea84ast ************************************ P!$$.$$ 33333 'ili9ino Brea84ast **************************************** P%,$.$$ 33333 Panca8e ********************************************************* P%,$.$$ 33333Buttermil8 333333 Blue:err0 33333 Es *************************************************************** P%$$.$$ 33333 Omelet 33333 Boiled 33333 Poac;ed 33333Beveraes ******************************************************* P%$$.$$ 33333 Bre
Sampl eDoorKnobMenu
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I nt er pret i ngDoorKnobMenu Af t ercol l e ct i ngt hedoorknobmenubyt her oom ser vi cewai t er s ,r e vi e w andwr i t eal lor de ri nanor de rs l i pi nt r i pl i c at ecopi e s.
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Donotf or ge tt owr i t et hedat e,gues t ’ sname,r oom numberandnumber ORDER SLP 'ORM ofper sons,servi cet i meanddi shesorderedt oget herwi t ht hequant i t yand Order Sli9 No. $$, t hemesofdesi r edpr epar at i ons. Date 5 Auust !,# !$%& Room No. 5 +$ 6uest7s Name 5l Loreto ;ave r. Fo Samp eOr d erSl i p rm Service Time 5 "5+$ AM
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SELFCHECK 3. 11 Di r ect i ons: Sel ectt hecorr ectanswer sf r om t hechoi cesl i st edbel ow eachi t em. Wr i t et hel e t t erofy ourc hoi cei ny ouranswe rshee t .
1.
I ti st heuni tofacommer ci alacc ommodat i ones t abl i shmentt hati s t as ke dt oat t e ndt ot hede l i v e r yo ff o odandbe v e r ag eor de r st ogue s t r ooms. A.Ki t c hen B.Fr ontDe sk C.Room Se r v i ceUni t D.Housekee pi ngUni t
2.
I fr oom se r vi cemenusconsi stofal acart ei t emsar epost edr i ghti neac h gues t r oom andor der sar emadet hr ought el ephone,wher es houl dt he doorknobmenusbepl acedaf t erfil l i ngi toutbyt heguest ? A.Tr ol l e y B.Wi ndo w C.DoorKnob D.CoffeeTabl e
3.
Whatar et hec or r ec tst epsi nvol ve di nt aki ngr oom se rv i ceor der s t hr ought el ephone? A.Answer i ngt het e l ephone;c hec ki ngt henameoft hegues tandt he r oom number ;t aki ngt heor der ;r epeat i ngt heor derandpl aci ng t heor dert ot heki t chen. B.Answer i ngt het el ephone;checki ngt henameoft hegues tandt he r oom number ;t aki ngt heor der ;r epeat i ngt heor derandpl aci ng t heordert ot hei nf ormat i ondesk. C.Answer i ngt heques t i ons;checki ngt heanswer soft hegues tand t her oom number ;t aki ngt heor der ;r epeat i ngt heor derand pl ac i ngt heo r de rt ot heki t c he n. D.Pl aci ngt heor dert ot heki t chen;checki ngt henameoft heguest andt her oom number ;Taki ngt heor der ;r epeat i ngt heor derand ans we r i ngt het e l e pho neo nt hefir s tr i ngi fpo ss i bl e .
4.
Whati st her easonbehi ndr epeat i ngt heor der st ot heguest s? A.Tobeagoodsal esman B.Tomakeag oodi mpr essi on
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C.Topr ovi det heki t chen,t hecashi erandt hewai t ert hei rowncopy D.Tocl ari f yt heguest s’orderandpr eventerr orst hatcanbesour ces ofcompl ai nt s
5. Whatar et hei mport antdet ai l st hatshoul dbei ndi cat edi nt heordersl i p wheni nt er pr e t i ngdoorknobmenu? A.Dat e,gue s t ’ sname ,numberofper sonsandr oom number B.Quant i t yandt hemesofdesi r edpr epar at i ons C.Ser vi cet i meanddi shesor der ed D.Al loft heabove
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ANSWER KEY 3. 11 1.C 2.C 3.A 4.D 5.D
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JOB SHEET 3. 11
Ti t l e: TakeRoom Servi ceOr der s
Per f ormanceObj ect i ve: Gi vent heneededmat er i al sandapart ner ,youshoul dbeabl et ot ake r oom servi ceordersaccor di ngt oest abl i shment ’ sst andards.
Ti meAl l ot ment :2hour s
Suppl i es/Mat eri al s: CBLM Tel ephone Room Ser vi ceMenu Penandpaper
Steps: 1.Workon ascri ptf ol l owi ngt hest epsi nt aki ngr oom servi ceor der s, 2.Rehears et hescr i ptt hatyoucr eat ed. 3.I fyouf eelt hatyouar econfidentenough,cal lt heat t ent i onofyour t r ai nerf oryourdemonst r at i on. 4.Swi t chyourr ol esaf t eranddemonst r at eagai n.
AssessmentMet hod: Demonst r at i onusi ngPerf ormanceCr i t er i aCheckl i st
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Perf or manceCr i t eri aCheckl i st3. 11
Cri teri a Di dyou... Answe rt het el ephonewi t hpr ope rt e l ephonee t i que t t es?
Checkt henameoft hecust omerdur i ngi nt er act i on?
Cl ar i f y ,r e pe atandc he c kt hede t ai l sac c ur at e l y ?
Usesel l i ngt echni queswhenappr opri at e?
Advi s et hec l i ent sofappr oxi mat et i meofdel i v er y?
Recordt heservi ceor der saccordi ngt oest abl i shment ’ s standards?
Pr o mpt l yt r ans f e rt heo r de r si nappr o pr i at el oc at i o nf o r pr epar at i on?
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Yes
No
