PORTFOLIO

Sector : Tourism

Qualification Title: Food and Beverages NCII

Unit of Competency: Provide Room Service

Module Title: Providing Room Service

La Fortuna College
Daan Sarile, Cabanatuan City
 Plan
Training
Session

Date Developed: Document No.

Curriculum Based Issued by:
Learning Materials Date Revised: Page 1 of
for 100
Food and Developed by:
Beverages NC II Michelle A. Cortez
Revision
Sample Data Gathering Instrument for Trainee’s
Characteristics
Please answer the following instrument according to the
characteristics described below. Encircle the letter of your choice that best
describes you as a learner. Blank spaces are provided for some data that
need your response.
Characteristics of learners

Language, Average grade in: Average grade in:

literacy and English Math
numeracy (LL&N)
a. 95 and above a. 95 and above
b. 90 to 94 b. 90 to 94
c. 85 to 89 c. 85 to 89
d. 80 to 84 d. 80 to 84
a. 75 to 79 e. 75 to 79

Cultural and Ethnicity/culture:

language a. Ilocano
background
b. Tagalog
c. Igurot
d. Gaddang
e. Muslim
f. Ibaloy
g. Others( please specify)_____________

Education & Highest Educational Attainment:

general a. High School Level
knowledge
b. High School Graduate
c. College Level
d. College Graduate
e. with units in Master’s degree
f. Masteral Graduate
g. With units in Doctoral Level
h. Doctoral Graduate
Sex a. Male
b. Female
Date Developed: Document No.
Curriculum Based Issued by:
Learning Materials Date Revised: Page 2 of
for 99
Food and Developed by:
Beverages NC II Michelle A. Cortez
Revision
 Characteristics of learners
Age Your age: __21___
Physical ability 1. Disabilities(if any)_____________________
2. Existing Health Conditions (Existing illness
if any)
a. None
b. Asthma
c. Heart disease
d. Anemia
e. Hypertension
f. Diabetes
g. Others(please specify) ___________________

Previous Training Certificates

experience with a. Housekeeping NCII
the topic b. Bread and Pastry NCII
c. Cookery NC II
Number of years as a competency trainer
______

Previous List down trainings related to Food and

learning Beverages Services NC
experience ___________________________
___________________________
___________________________
National Certificates acquired and NC level
Training Level
completed ___________________________
___________________________

Special courses Other courses related to NC

a. Units in education
b. Master’s degree units in education
c. Others(please specify)
_________________________

Learning styles a. Visual - The visual learner takes mental

pictures of information given, so in order
for this kind of learner to retain
information, oral or written, presentations
of new information must contain diagrams
and drawings, preferably in color. The
visual learner can't concentrate with a lot
of activity around him and will focus better
Date Developed: Document No.
Curriculum Based Issued by:
Learning Materials Date Revised: Page 3 of
for 99
Food and Developed by:
Beverages NC II Michelle A. Cortez
Revision
 Characteristics of learners

and learn faster in a quiet study

environment.
b. Kinesthetic - described as the students in
the classroom, who have problems sitting
still and who often bounce their legs while
tapping their fingers on the desks. They are
often referred to as hyperactive students
with concentration issues.
c. Auditory- a learner who has the ability to
remember speeches and lectures in detail
but has a hard time with written text.
Having to read long texts is pointless and
will not be retained by the auditory learner
unless it is read aloud.
d. Activist - Learns by having a go
e. Reflector - Learns most from activities
where they can watch, listen and then
review what has happened.
f. Theorist - Learns most when ideas are
linked to existing theories and concepts.
g. Pragmatist - Learns most from learning
activities that are directly relevant to their
situation.
Other needs a. Financially challenged
b. Working student
c. Solo parent
d. Others(please specify)
___________________________

Date Developed: Document No.

Curriculum Based Issued by:
Learning Materials Date Revised: Page 4 of
for 99
Food and Developed by:
Beverages NC II Michelle A. Cortez
Revision
FORM 1.1 SELF-ASSESSMENT CHECK

INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

data or information which is essential in planning training
sessions. Please check the appropriate box of your answer
to the questions below.
BASIC COMPETENCIES
CAN I…? YE NO
S
1. PARTICIPATE IN WORKPLACE COMMUNICATION
1.1. Obtain and convey workplace information 
1.2. Participate in workplace meetings and 
discussions

1.3. Complete relevant work related documents 

2. WORK IN TEAM ENVIRONMENT
2.1. Describe team role and scope 
2.2. Identify own role and responsibility within team 
2.3. Work as a team member 
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 
4. PRACTICE OCCUPATIONAL HEALTH AND SAFETY
PROCEDURES
4.1. Identify hazards and risks 

Date Developed: Document No.

Curriculum Based Issued by:
Learning Materials Date Revised: Page 5 of
for 99
Food and Developed by:
Beverages NC II Michelle A. Cortez
Revision
BASIC COMPETENCIES
CAN I…? YE NO
S
4.2. Evaluate hazards and risks 
4.3. Control hazards and risks 
4.4. Maintain OHS awareness 
COMMON COMPETENCIES
1. DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
1.1. Seek information on the industry 
1.2. Update industry knowledge 
2. OBSERVE WORKPLACE HYGIENE PROCEDURES
2.1. Follow hygiene procedures 
2.2. Identify and prevent hygiene risks 

3. PERFORM COMPUTER OPERATIONS

3.1 Plan and prepare for task to be undertaken. 
3.2.Input data into computer 
3.3.Access information using computer 
3.4.Produce/output data using computer system 
3.5.Maintain computer equipment and systems 
4.PERFORM WORKPLACE AND SAFETY PRACTICES
Date Developed: Document No.
Curriculum Based Issued by:
Learning Materials Date Revised: Page 6 of
for 99
Food and Developed by:
Beverages NC II Michelle A. Cortez
Revision
 4.1.Follow workplace procedures for health, safety 
and security practices

4.2.Deal with emergency situations 

4.3.Maintain safe personal presentation standards 
5.PROVIDE EFFECTIVE CUSTOMER SERVICE
5.1. Greet customer 
5.2. Identify customer needs 
5.3.Deliver service to customer 
5.4. Handle queries through telephone, fax machine, 
internet and email

5.5.Handle complaints, evaluation and 

recommendations

CORE COMPETENCIES
1. PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE
1.1 Take table reservations 
1.2 Prepare service stations and equipment 
1.3 Set-up the tables in the dining area 
1.4. Set the mood/ambiance of the dining area 
2. WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
2.1. Welcome and greet guests 

2.2. Seat the guests 

2.3. Take food and beverage orders 

Date Developed: Document No.
Curriculum Based Issued by:
Learning Materials Date Revised: Page 7 of
for 99
Food and Developed by:
Beverages NC II Michelle A. Cortez
Revision
 2.4. Liaise between kitchen and service areas 

3.PROMOTE FOOD AND BEVERAGE PRODUCTS

3.1 .Know the product 
3.2 Undertake Suggestive selling 

3.3. Carry out Upselling strategies 

4.PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS

4.1. Serve food orders 

4.2. Assist the diners 

4.3. Perform banquet or catering food service 

4.4. Serve Beverage Orders 

4.5. Conclude food service and close down dining area 

5.PROVIDE ROOM SERVICE

5.1. Take and process room service orders 

5.2. Set up trays and trolleys 

5.3. Present and serve food and beverage orders to 

guests
5.4. Present room service account 

5.5. Clear away room service equipment 

6. RECEIVE AND HANDLE GUEST CONCERNS

6.1. Listen to the complaint 

6.2. Apologize to the guest 

Date Developed: Document No.

Curriculum Based Issued by:
Learning Materials Date Revised: Page 8 of
for 99
Food and Developed by:
Beverages NC II Michelle A. Cortez
Revision
6.3. Take proper action on the complaint 

6.4. Record complaint 

Note: In making the Self-Check for your Qualification, all required competencies
should be specified. It is therefore required of a Trainer to be well- versed
of the CBC or TR of the program qualification he is teaching.

Date Developed: Document No.

Curriculum Based Issued by:
Learning Materials Date Revised: Page 9 of
for 99
Food and Developed by:
Beverages NC II Michelle A. Cortez
Revision
Evidences/Proof of Current Competencies

Form 1.2: Evidence of Current Competencies acquired related to

Job/Occupation

Means of
Current competencies Proof/Evidence
validating
CORE COMPETENCIES
1. PREPARE THE DINING Certificate of Evaluate the
ROOM/RESTAURANT AREA FOR employment authenticity and
SERVICE with job validity of
description. documents.
2. WELCOME GUESTS AND Certificate of Evaluate the
TAKE FOOD AND BEVERAGE employment authenticity and
ORDERS with job validity of
description. documents.
3.PROMOTE FOOD AND Demonstration Evaluate
BEVERAGE PRODUCTS performance using
performance
criteria checklist.
4.PROVIDE FOOD AND Demonstration Evaluate
BEVERAGE SERVICES TO performance using
GUESTS performance
criteria checklist.
5.PROVIDE ROOM SERVICE Certificate of Evaluate the
training authenticity and
validity of
documents.
6. RECEIVE AND HANDLE GUEST Demonstration Evaluate
CONCERNS performance using
performance
criteria checklist.

Date Developed: Document No.

Curriculum Based Issued by:
Learning Materials Date Revised: Page 10 of
for 99
Food and Developed by:
Beverages NC II Michelle A. Cortez
Revision
 Identifying Training Gaps

From the accomplished Self-Assessment Check (Form 1.1) and the

evidences of current competencies (Form 1.2), the Trainer will be able to
identify what the training needs of the prospective trainee are.

Form 1.3 Summary of Current Competencies Versus Required

Competencies (Sample)

Required Units of Current Training

Competency/Learning Outcomes Competencie Gaps/Requireme
based on CBC s nts

CORE COMPETENCIES

1. PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE

1.1 Take table reservations 1.1 Take table

reservations
1.2 Prepare service stations and 1.2 Prepare
equipment service
stations and
equipment
1.3 Set-up the tables in the dining 1.3 Set-up the
area tables in the
dining area
1.4. Set the mood/ambiance of the 1.4. Set the
dining area mood/ambian
ce of the
dining area
2. WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS

2.1.Welcome and greet guests 2.1.Welcome

and greet
guests
2.2.Seat the guests 2.2.Seat the
guests
2.3.Take food and beverage orders 2.3.Take food
and beverage
orders
2.4.Liaise between kitchen and 2.4.Liaise
between
Date Developed: Document No.
Curriculum Based Issued by:
Learning Materials Date Revised: Page 11 of
for 99
Food and Developed by:
Beverages NC II Michelle A. Cortez
Revision
service areas kitchen and
service areas
3.PROMOTE FOOD AND BEVERAGE PRODUCTS

3.1 .Know the product 3.1 .Know the

product
3.2 Undertake Suggestive selling 3.2
Undertake
Suggestive
selling
3.3. Carry out Upselling strategies 3.3. Carry out
Upselling
strategies
4.PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS

4.1. Serve food orders 4.1. Serve

food orders
4.2. Assist the diners 4.2. Assist
the diners
4.3. Perform banquet or catering 4.3. Perform
food service banquet or
catering food
service
4.4. Serve Beverage Orders 4.4. Serve
Beverage
Orders
4.5. Conclude food service and close 4.5.
down dining area Conclude
food service
and close
down dining
area
5.PROVIDE ROOM SERVICE

5.1. Take and process room service 5.1. Take and

orders process room
service orders
5.2. Set up trays and trolleys 5.2. Set up trays
and trolleys
5.3. Present and serve food and 5.3. Present and
beverage orders to guests serve food and
beverage orders to
Date Developed: Document No.
Curriculum Based Issued by:
Learning Materials Date Revised: Page 12 of
for 99
Food and Developed by:
Beverages NC II Michelle A. Cortez
Revision
 guests
5.4. Present room service account 5.4. Present room
service account
5.5. Clear away room service 5.5. Clear away
equipment room service
equipment
6. RECEIVE AND HANDLE GUEST CONCERNS

6.1. Listen to the complaint 6.1. Listen

to the
complaint
6.2. Apologize to the guest 6.2.
Apologize to
the guest
6.3. Take proper action on the 6.3. Take
complaint proper
action on
the
complaint

Using Form No.1.4, convert the Training Gaps into a Training Needs/
Requirements. Refer to the CBC in identifying the Module Title or Unit of
Competency of the training needs identified.

Form No. 1.4: Training Needs

Training Needs Module Title/Module of

Instruction
(Learning Outcomes)
1. Take and process room service
orders. Providing Room Service
2.Set up trays and trolleys.
3. Present and serve food and beverage
orders to guests
4. Present room service account
5. Clear away room service equipment

Date Developed: Document No.

Curriculum Based Issued by:
Learning Materials Date Revised: Page 13 of
for 99
Food and Developed by:
Beverages NC II Michelle A. Cortez
Revision
 SESSION PLAN
Sector : TOURISM
Qualification Title : FOOD AND BEVERAGES NCII
Unit of Competency : PROVIDE ROOM SERVICE
Module Title : PROVIDING ROOM SERVICE

Summary of Learning Outcomes:

LO1. Take and process room orders.
LO2. Set up trays and trolleys
LO3. Present and serve food and beverage orders to guest.
LO4. Present room service account.
LO5. Clear away room service equipment.

A.INTRODUCTION
This module deals with the skills and knowledge required to provide room service in commercial accommodation
establishments. It covers taking and processing room service orders, setting up trays and trolleys, presenting room service
meals and beverages to guest, presenting room service accounts and clearing room service area. This role is generally
undertaken by food and beverage attendants in large establishments but may also involve front office personnel and
kitchen staff.
B. LEARNING ACTIVITIES

LO 1: TAKE AND PROCESS ROOM SERVICE ORDERS.

Date Developed: Document No.

Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 14 of 90
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
Learning Content Methods Presentation Practice Feedback Resources Time
Taking room Self – paced Read Information Answer Self- Check CBLM/ 1
service orders instruction Sheet 5.1-1: “Taking check 5.1-1 answers Information hrs.
room service orders” using Sheet 5.1-1,
Answer Key manuals
5.1-1
Menu list
Note Pad
Group Discussion View video on “How to Perform task Evaluate Pen
Using video take room service sheet 5.1-1 performance Paper
presentation/ order” “How to take using Telephone
demonstration room service criteria Computer
orders” checklist Projector
5.1-1

Group Discussion View the slide Answer self- Check Laptop 1/2
a. Doorknob using slide presentation on “ check 5.1-2 answers PC hrs.
dockets Presentation Doorknob Dockets” “How to using LCD
process the Answer Key projector
doorknob 5.1-2 Doorknob
dockets” dockets
Pen
Paper

b. Suggestive Group discussion Watch video about Perform PC

the Evaluate 1/2
Selling using Video “suggestive selling” LCD
task sheet 5.1- performance hrs.
Presentation projector
3 “Procedure using
Pen
of Effective criteria
Paper
suggestive checklist
Date Developed: Document No.
Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 15 of 90
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 selling” 5.1-3

LO 2: Set-up Tray and Trolleys

Equipment and Modular Read Information Answer Self- Check CBLM/ 1 hrs.
materials selection Sheet 5.2-1: check 5.2-1 answers Information
and set up ”Equipment and using Sheet 5.2-1,
materials selection and Answer Key
set up” 5.2-1 Tables and
chairs,
Linens and
Demonstration cutlery
Perform Task Evaluate Condiments
Sheet 5.2-1 performance Trolley
using Hand towel
“About the
criteria Glassware
Equipment
checklist Chinaware
and materials
selection and 5.2-1
set up”
LO 3: Present room service meals and beverages to guest
1
Room service meal Video Presentation Watch video about” Perform PC
Job Evaluate hrs.
delivery and serving room service meal Sheet about PLD
performance
delivery and serving" projector
using
“How to Service ware
criteria
Deliver and Butter and
checklist
serve room
Date Developed: Document No.
Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 16 of 90
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 service” 5.3-1 Bread
Role playing Condiments
Cutlery
Beverages
Room service
equipments
Trays/Trolley
Table
appointment
Printed
materials

LO 4. Present room service accounts

Billing of guest Modular Read Information Compare your Check CBLM/ 1½
sheet 5.4-1”Guest answer using answers Information hrs.
Billing” answer key using Sheet 5.4-
5.4-1 Answer Key 1, (written
5.4-1 questions)a
nd answer
key

Role –playing Perform Task Bill folder

Sheet 5.4-1 Evaluate Guest
about “Present performance cheque
room service using criteria Receipts
bill” checklist
Date Developed: Document No.
Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 17 of 90
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 5.4-1
LO5. Clean room service area
Clean room service Modular Read information Self-Check5.5- Check CBLM/ 1
area sheet on” cleaning 1(answer answers Information hrs.
room service area” written using Sheet 5.5-
questions) Answer Key 1, (written
5.5-1 questions)a
Video Presentation Watch video about nd answer
“Cleaning room key
Group Discussion service”
Evaluate Cleaning
Perform Job performance materials
Demonstration sheet 5.5-1 using criteria Vacuum
“Procedure on checklist Mops
cleaning room 5.5-1 Broom
service area” Dustpan

Date Developed: Document No.

Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 18 of 90
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
C. ASSESSMENT PLAN
Written Test: Questions on Room Service Rules and Procedures, Preparation of food and beverages for Room Service,
setting up trays and trolleys, Delivery of room service orders, presenting Guests accounts and cleaning room service area.

Performance Test; In a simulation of a hotel/workshop. The following will include-

Taking and processing room service orders.
Setting up trays and trolley
Presenting room service meals and beverages to guests.
Presenting room service accounts.
Cleaning and clearing room service area.

 As each of the above activity is completed, the student will document the action performed (in writing, on tape or in a
Trainee Record Book/Journal) for assessment purposes.

D. TEACHER’S SELF-REFLECTION OF THE SESSION

Date Developed: Document No.

Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 19 of 90
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
PARTS OF A COMPETENCY-BASED LEARNING MATERIAL

References/Further Reading

Performance Criteria Checklist

Operation/Task/Job Sheet

Self Check Answer Key

Self Check

Information Sheet

Learning Experiences

Learning Outcome Summary

Module
Module Content
Content

Module
List of Competencies
Content

Module Content

Module Content

Front Page
In our efforts to standardize CBLM, the
above parts are recommended for use
in Competency Based Training (CBT) in
Technical Education and Skills
Development Authority (TESDA)
Technology Institutions. The next
sections will show you the components
and features of each part.

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 20 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 How to use this CBLM

Welcome to the Module “Providing Room Service”. This module

contains training materials and activities for you to complete.
The unit of competency “Provide Room Service” contains the
knowledge, skills and attitudes required for Food and Beverage Services
course required to obtain the National Certificate (NC) level II.
You are required to go through a series of learning activities in order
to complete each of the learning outcomes of the module. In each learning
outcome there are Information Sheets, Job Sheets, Operation Sheets,
and Activity Sheets. Follow these activities on your own and answer the
Self-Check at the end of each learning activity.
If you have questions, do not hesitate to ask your teacher for
assistance.
Recognition of Prior Learning (RPL)
You have already some basic knowledge and skills covered in this
module. If you can demonstrate competence to your teacher in a particular
skill, talk to him/her so you did not have to undergo the same training
again. If you have a qualification or Certificate of Competency from previous
trainings show it to him/her. If the skills you required are consistent with
and relevant to this module, they become part of the evidence. You can
present these RPL. If you are not sure about your competence skills, discuss
this with your teacher.
After completing this module, ask your teacher to assess your
competence. Result of your assessment will be recorded in your competency
profile. All the learning activities are designed for you to complete at your
own pace.
In this module, you will find the activities for you to accomplish and
relevant information sheets for each learning outcome. Each learning
outcome may have more than one learning activity.
This module is prepared to help you achieve the required competency
in receiving and relaying information. This will be the source of information
that will enable you to acquire the knowledge and skills in Food and
Beverage Services NC II independently at your own pace with minimum
supervision from your trainer.

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 21 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 (Provide Room Service)
COMPETENCY-BASED LEARNING MATERIALS

List of Competencies

No. Unit of Competency Module Title Code

Prepare the dining Preparing the dining

TRS512387
1. room/restaurant area room/restaurant area
for service for service

Welcome guest and Welcoming guest and

TRS512388
2. take food and take food and beverages
beverages orders orders

Promote food and Promoting food and

TRS5122389
3. beverage services to beverage services to
guest guest

Provide food and Providing food and

TRS512390
4. beverage services to beverage services to
guest guest

TRS5122391
5. Provide room service Providing room service

Receive and handle Receiving and handle TRS5122392

6.
guest concerns guest concerns

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 22 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 MODULE CONTENT

UNIT OF COMPETENCY : PROVIDE ROOM SERVICE

MODULE TITLE : Providing Room Service

MODULE DESCRIPTOR: This module covers the knowledge, skills and

attitude required in providing room service in commercial accommodation
establishments.

NOMINAL DURATION:

LEARNING OUTCOMES:
At the end of this module you MUST be able to:

1. Take and process room service order.

2. Set up trays and trolley.

3. Present room service meals and beverages to guest.

4. Present room service accounts.

5. Clear away room service area.

ASSESSMENT CRITERIA:

 Answer telephone with proper telephone etiquettes

 Check name of customer during interaction
 Clarifies, repeat and checks details accurately
 Uses selling techniques when appropriate
 Advise clients of approximate time of delivery
 Records service orders according to establishment’s standards
 Interprets room service orders received from doorknob dockets

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 23 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
  Promptly transfer orders in appropriate location for preparation
 Prepare food and beverage items in accordance to establishment
standards

LEARNING OUTCOME NO. 1

LO1 Title: Take process room service order

Contents:

1. Taking room service orders

2. Door knob Dockets
3. Suggestive Selling

Assessment Criteria

1. Answer telephone with proper telephone etiquettes.

2. Check name of customer during interaction.
3. Clarifies, repeat and checks details accurately.
4. Uses selling techniques when appropriate.
5. Advise clients of approximate time of delivery.
6. Records service orders according to establishment’s standards.
7. Interprets room service orders received from doorknob dockets.
8. Promptly transfer orders in appropriate location for preparation.

Conditions

The participants will have access to:

1. WORKPLACE LOCATION
2. EQUIPMENT
• Table
• Chairs
• Telephone
3. TOOLS, ACCESSORIES AND SUPPLIESs
• Pen and paper
• Guidelines Instructions
4. TRAINING MATERIALS
• Learning Packages

Assessment Method:
Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 24 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 1. Demonstration
2. Interview
3. Portfolio
4. Written Test
Learning Experiences
Learning Outcome 1
LO TITLE: TAKE AND PROCESS ROOM SERVICE ORDERS

Learning Activities Special Instructions

1. Read Information Sheet In this Learning Outcome you shall prepare

5.1-1 on “take room the tools and equipment needed fro
service order” providing room service

Answer Self-Check 5.1-1

Go through the Information sheets and
answer all the self checks to ensure that
Perform task Sheet 5.1-1 knowledge of the standards in providing
“How to take room service room service are acquired
orders”
2.Watch the slide Perform the entire task to and evaluate
presentation about the using the criteria checklist makes sure that
process of doorknob the skills of the standards in providing room
dockets service are acquired.
Perform task Sheet 5.1-2
“how to process Door knob
dockets” The output of your practice of this Learning
Outcome are the following
1. Room service orders.
3.Watch the video 2. Process of doorknob dockets.
presentation about “
effective suggestive selling” 3. effective suggestive selling
Sheet.

5. Perform task Sheet 5.1-3

Show your output to your trainer for the
6. “on effective suggestive
feedback as you accomplish.
selling”
After completing the entire task you may
proceed to the need module.

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 25 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 INFORMATION SHEET 5.1-1
Taking Room Service Orders

Learning Objective/s: After reading this INFORMATION SHEET, YOU MUST

be able to:

1. Identify room service.

2. Take room service order through the telephone properly and effectively.

3. Perform the procedure in taking room service order.

Room service is a food and beverage service to guest who wishes to

enjoy the comfort of being served in the privacy of their own rooms. In some
big hotels room service operates as a separate unit headed by a room service
supervisor/ in some hotels, room service is a part of coffee shop operations.
In this case, the restaurant staffs are allowed to perform this task.
Generally, room service operates on a 24-hours system, with some offering it
from 6 o’clock in the morning till ten o’clock in the evening.

Room Service Brigade

Room service operations are under supervision of a room service
supervisor or captain. When there is a separate room service unit, there are
also designated room service waiters who are the only ones authorized to
deliver room service orders.
Room service can involve the delivery of anything from complimentary
items to those which are charged. Some menu item listings are available at
different times of the day.
Breakfast 0600-1100 hrs
All day Dining 1100-2300 hrs
A la carte 1900-2230 hrs
Late night menu 2300-0600 hrs.

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 26 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 The room service pantry must be stocked with sufficient equipment to
ensure that all orders can promptly be served even during peak hours.

ROOM SERVICE EQUIPMENT TOOLS AND SUPPLIES

ROOM SERVICE TROLLEYS

It is used when several orders are to be served
such that a tray will not be enough to hold the
orders.

TRAYS
Varying sizes are used depending on the
volume of orders to be delivered.

ROOM SERVICE FOLDING TABLES

Used in lieu of trolleys where room service
orders can be set up and served

TRAY TROLLEY
This trolley is commonly used in hospitals and
other areas where several trays of orders are to
be served simultaneously to several
individuals. It will save a lot of time if the foods
are in trays and trolleys as they can be served
all at one time.

ROOM SERVICE MENU

List of dishes placed at the guests’ room

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 27 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
BILL FOLDER
Used for placing bills

BREAD BASKET
Used for serving bread during breakfast

PLATE COVER
A cover for food order as protection from dust
and other contamination

Here are some standards to be observed:

1. All items in the station are clean and in good condition- sanitized, wiped dry,
and free of spots or water marks.
2. Tables and chairs are in their proper position; not shaky or damaged.
3. There are no chipped or broken glasses. Wipe the rim and base; make
sure that hands do not leave finger marks on the glass.
4. There are no damaged china wares and cutleries. Wipe the rim of the
plates, mouth of the spoon, tines of the fork, and blades of knife and
make sure that all surfaces are dry.
5. Linen is fresh, clean and without spots or stains and not wrinkled.
6. Room service trays and trolleys must be also clean, dry and
functional.

Sequence of Room Service

1. Taking room service order
2. Placing order to the kitchen
3. Posting the order for billing

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 28 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
4. Assembling room service order
5. Logging down the order on the control sheet
6. Preparation of the bill
7. Pick- up and delivery of the order
8. Offering or extending personalized service to the guest
9. Settling the bill; Bidding goodbye
10. Forwarding payment or signed bill to the front office cashier

Taking orders are usually made through the telephone and received
by a designated order taker. In answering and getting the guest’s order
through the phone, you should be courteous in answering telephone calls
because this gives a good impression to the establishment and the staff as
well and it shows that the calls are welcome.

Effective Telephone Etiquette

Smiling before picking up the handset and while talking. This creates a
positive frame of mind that will be reflected in your voice.
Greeting and being courteous even if you perceive you are talking to a
person younger than you are.
Establishing a good rapport to the caller.
Ensuring that callers on hold are not left waiting.
Reminding the receiver that the caller is on hold.
Thanking the caller.
It is not enough to memorize the steps in answering telephone calls. It
is of equal importance to actually practice or perform the task.

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 29 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
TAKING ROOM SERVICE ORDERS

Rationale/
Steps Procedure
Other Information
1. Lift the receiver on The mouthpiece Courteous greetings
the first ring, if should be at least ½ express with smiling
possible. inch from the mouth. voice will certainly
make a good
impression.
Identify Room Service
and greet the caller as
you say:
“Room Service, good __
This is ___ speaking.
May I help you?”
2.Take the order and Write down and clarify This is important to
write it down in an orders as you hear ensure that guest’s
order slip (triplicate them. Ask the number preferences and
copies) of orders and the requirements are
guest’s preferences followed in the
regarding the manner preparation. Thus,
(one copy of the order of preparation like complaints can be
slips goes to the salad dressing, etc. avoided.
kitchen, one for the
cashier and the last
one is for the waiter) For eggs - whether Get other serving
boiled poached, instructions like
scrambled, etc. additional butter, etc.

For steaks - whether Be a good salesman.

rare medium rare, Make appropriate
well-done. suggestions.

Whether bread be Offer the appropriate

served toasted or drinks or wine that
plain. best complement the
meal.

Preferred salad
dressing, French, If the item is out of
Vinaigrette or stock, Inform the
Thousand Islands. guest immediately and
suggest an appropriate
Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 30 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 substitute.
If the guest is
undecided, Suggest
menu specialties or
chefs daily specials.

Before closing say,

“Will that be all
Sir/Madam”

3. Repeat the order. Mention the order, Repeating the order

quantity and manner helps prevent errors
of preparation. that can be a source of
complaints.
4. Ask for the guest’s “May I know Asking room number
name and room sir/ma’am your room helps to determine
number. number’”. where the room
service will be
Unless this is ready
delivering.
reflected on the phone,
if the hotel is using a
high-tech front office
system.
5. Check whether are Mention; This is essential to the
other guest with whom “Do you have any room service attendant
the guest will dine. to make sure to have
companion so that I
additional
can prepare extra
arrangement for glass
glass or plates”
or plates etc
.
6.Thank the guest Tell him the estimated This is to ensure that
time for the delivery of the guest will not keep
order. longer for waiting his
“Thank you for calling food.
room service
sir/ma’am. Your order
will be delivered to you
within 30 minutes.”

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 31 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 SELF-CHECK 5.1-1

Direction: Answer the following question on the separate sheet of paper.

1. What are the procedures for taking a room service order?

2. What is room service?
3. Why should room service staff use guest’s name when speaking to them?
4. What are the sequences of room service?
5. What the room service tool, equipment and supplies.

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 32 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 ANSWER KEY to Self Check 5.1-1
1. Steps in taking room service orders through the telephone
A. Lift the receiver on the first ring, if possible.
 The mouthpiece should be at least ½ inch from the mouth
 Make courteous greetings express with smiling voice will certainly
make a good impression.

B. Take the order and write it down in an order slip (triplicate copies)
(One copy of the order slips goes to the kitchen, one for the cashier and the
last one is for the waiter)
 Write down and clarify orders as you hear them. Ask the number of
orders and the guest’s preferences regarding the manner of
preparation like salad dressing, etc.
 This is important to ensure that guest’s preferences and requirements
are followed in the preparation. Thus, complaints can be avoided.
 Be a good salesman. Make appropriate suggestions.
 Offer the appropriate drinks or wine that best complement the meal.
 If the item is out of stock, inform the guest immediately and suggest
an appropriate substitute.

C. Repeat the order.

 Mention the order, quantity and manner of preparation
 Repeating the order helps prevent errors that can be a source of
complaint.
D. Ask for the guest’s name and room number, unless this is ready
reflected on the phone, if the hotel is using a high-tech front office
system.
 Asking room number helps to determine where the room service will
be delivering
E. Check whether are other guest with whom the guest will dine.
 This is essential to the room service attendant to make sure to have
additional arrangement for glass or plates etc

F. Thank the guest.

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 33 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
  Tell him the estimated time for the delivery of order.
 This is to ensure that the guest will not keep longer for waiting his
food.

2. Room Service – is the service of food and beverage in guests’ room in

hotels or other establishment.

3.Room service staff use guest’s name when speaking to them so that guest
feel that they are special and they are very much welcome.

4. Sequence of Room Service

1. Taking room service order
2. Placing order to the kitchen
3. Posting the order for billing
4. Assembling room service order
5. Logging down the order on the control sheet
6. Preparation of the bill
7. Pick- up and delivery of the order
8. Offering or extending personalized service to the guest
9. Settling the bill; Bidding goodbye
10. Forwarding payment or signed bill to the front office cashier
5. ROOM SERVICE EQUIPMENT TOOLS AND SUPPLIES
ROOM SERVICE TROLLEYS- It is used when several orders are to be
served such that a tray will not be enough to hold the orders.
TRAYS- Varying sizes are used depending on the volume of orders to be
delivered.
ROOM SERVICE FOLDING TABLES- Used in lieu of trolleys where room
service orders can be set up and served
TRAY TROLLEY-This trolley is commonly used in hospitals and other areas
where several trays of orders are to be served simultaneously to several
individuals. It will save a lot of time if the foods are in trays and trolleys as
they can be served all at one time.
ROOM SERVICE MENU- List of dishes placed at the guests’ room
BILL FOLDER- Used for placing bills

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 34 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
BREAD BASKET- Used for serving bread during breakfast
PLATE COVER-A cover for food order as protection from dust and other
contamination

TASK SHEET 5.1-1

Title: Take Room Service Order

At the end of the activity trainees should be able
to;
Performance 1. Perform phone calls promptly and
Objective: courteously.
2. Apply the guest’s name throughout the
conversation.
 Telephone
Supplies/Material/  Order Slip
Equipment:  Menu Book
 Ball pen
Steps/Procedure:

1. Lift the receiver of the telephone and answer the phone.

The mouthpiece should be at least ½ inch from the mouth.
Identify Room Service and greet the caller as you say:
“Room Service, good __ This is ___ speaking. May I help you?”
2. Take the order and write in an order slip.
Write down and clarify orders as you hear them. Ask the number of
orders and the guest’s preferences regarding the manner of preparation
like salad dressing, etc.
3. Repeat the order.
Mention the order, quantity and manner of preparation.
4. Ask the guest name and room number.
“May I know sir/ma’am your room number’”
5. Ask if there is another guest to serve.
Mention;“Do you have any companion so that I can prepare extra glass
or plates”
6. Thank the guest. Tell the estimated time for the delivery of order.
Tell him the estimated time for the delivery of order.“Thank you for
calling room service sir/ma’am. Your order will be delivered to you
Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 35 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
within 30 minutes.”

Assessment Method:

Demonstration

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 36 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
Performance Criteria Checklist for
Task Sheet 5.1-1

Trainee’s Name__________________________ Date ________________

Criteria YES NO

1. Is the phone answered promptly?

2. Is talking to the guest properly was observed?

3. Are the information gathered accurately?

4. Are the standard operating procedures in talking to a

guest while taking orders through phone applied?

5. Does speaking clearly and straight to the point was

performed?

6. Does suggestive selling suited to the needs of the

guest performed?

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 37 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 SELF-CHECK 5.1-2

Direction: Write the True if the statement is correct and the word False if
the statement is incorrect. Use separate sheet of paper for answering.

1. Docket system utilizes two copies of the docket.

2. The doorknob dockets contain information like serial number, service

staff, and date.

3. Doorknob menus are placed inside the guestrooms by housekeeper.

4. Door knob menu is a menu hanged at the knob of the door.

5. Room service menus, consisting of a la carte items are posted right in
each guest room as a reference for the guest in making his selection.
6. Waiter must counter check the room number with that indicated in the
door knob menu to prevent mistakes in the delivery or orders.
7. Orders are usually made through the telephone and door knob menu.
8. After filling the door knob menu, the guest will not hang it in his door
knob.
9. Doorknob dockets are picked by the room service waiter.
10. Doorknob orders are endorsed to waiter for mis-en place preparation.

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 38 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 ANSWER KEY to Self Check 5.1-2

1. True
2. True
3. False
4. True
5. True
6. False
7. True
8. False
9. True
10. True

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 39 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 TASK SHEET 5.1-3

Title: Effective Suggestive Selling

At the end of the activity trainees should be able
to;
1. Know the special quality of the dish.
Performance
2. Make suggestion for guest preferences.
Objective:
3. Perform effective selling techniques with
properly.

 Telephone
Supplies/Material/  Order Slip
Equipment:  Menu Book
 Ball pen
Steps/Procedure:

1. Be familiar with the menu. Mention the basic ingredients,

preparation time.
2. Ask the guest preference; mention what is available among his
preference.
3. Create desire and interest on the product; offer then best’s seller.
4. Mention the dish that makes it a better choice.
5. Use convincing words or adjectives.
6. Mention the complementary items.
7. Attempt to sell a complete meal.

Assessment Method:

Demonstration

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 40 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 Performance Criteria Checklist for
Task Sheet 5.1-3

Trainee’s Name__________________________ Date ________________

Criteria YES NO

1. Is mention the basic ingredients and time preparation

of the menu?

2. Is making suggestion properly was observed?

3. Is the creation of desire and interest on the product is

mentioned?

4. Does the convincing words and adjective is observed?

5. Does suggestive selling suited to the needs of the

guest performed?

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 41 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
Evidence Plan
Competency FOOD AND BEVERAGES SERVICES
standard:
Unit of Provide food and beverage service
competency:
Ways in which evidence will be collected:
[tick the column]

Third party Report

Demonstration &
Observation &
Questioning

Questioning

Portfolio

Written
The evidence must show that the trainee…
 Promptly and courteously attended to
telephone calls in accordance with customer 
service standards Guests’ name is checked
and used throughout the interaction.
 Details of orders are clarified, repeated and 
checked with guests for accuracy.*

 Does Suggestive selling techniques are used. 

 Advised the guest of approximate time of 
delivery.
 Recorded room service orders and checked 
relevant information in accordance with
establishment policy and procedures.*
 Interpreted received room service orders from 
door knob dockets.

 Orders are promptly transferred and relayed to 

appropriate location for preparation.*

NOTE: *Critical aspects of competency

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 42 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 TABLE OF SPECIFICATION

Objectives/Content Knowledge Comprehension Application Synthesis # of items/

area/Topics % of test

Taking room service 2 1 1 .5 4.5

area (10%) (5%) (5%) (2.50%) (22.50%)

Set up trays and 1 1 1 .5 3.5

trolleys (5%) (5%) (5%) (2.50%) (17.50%)

Present room
service meals and 2 1 1 .5 4.5
beverages to (10%) (5%) (5%) (2.50%) (22.50%)
guests.

Present room 1 .5 1 .5 3
service accounts (5%) (2.50%) (5%) (2.50%) (15%)

Clean room service 1 .5 2 1 4.5

area (5%) (2.50%) (10%) (5%) (22.50%)

7 4 6 3 20
TOTAL
(35%) (20%) (30%) (15%) (100%)

Knowledge 7 (35%)

Comprehension 4 (20%)

Application 6 (30%)

Synthesis 3(15%)
____________
Total item 20 (100%)

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 43 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
Performance Test

Specific Instruction for the Candidate

Qualification Food and Beverage NC II

Unit of Competency Provide Room Service

General Instruction:

Give all the necessary tools, materials and equipment, you are required or
must be able to take room service order through the telephone properly and
effectively within 1 hour.

Specific Instruction:

1. Prepare the tools and equipment (menu, telephone, pen, and notepad).

2. Greet customer according to company policies using telephone.

3. Present the room service order and mention what you order you receive.

4. Show your room service order to your trainer for evaluation and feedback.

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 44 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
QUESTIONING TOOL
Satisfactory
Questions to probe the candidate’s underpinning knowledge
response
Yes No
1. Why it is important to ensure that guest’s preferences and
requirements are followed in the preparation?  

2. What is the important of repeating the guest’s orders?  

3. Why do you have to repeat and clarify the guest’s orders?  
4. How you are going to make appropriate suggestions?  
5. What is the ideal distance of the telephone mouthpiece from  
the mouth?
6. How are you going to take guest preferences regarding the  
manager of preparation for steak, egg, bread and salad
dressings?
7. How many copies of guest orders you have to make?  
8. If the item is out stock, what are you going to do?  
9. What are you going to mention when repeating the guest’s  
order?
10. What is the importance of courteous greetings in  
answering?
11. What are the procedures in talking to a guest while taking  
orders?
12. When are you going to perform suggestive selling?  
13. What are the other serving instructions?  
The candidate’s underpinning  Satisfactory  Not
knowledge was: Satisfactory

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 45 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
Templates for Inventory of Training Resources
Resources for presenting instruction
 Print Resources As per TR As per Remarks
Inventory
CBLM 10 10
TR 5 5
CBC 5 5
 Non Print Resources As per TR As per Remarks
Inventory
CD 10 10

Resources for Skills practice of Competency #5 PROVIDE ROOM SERVICE

 Supplies and Materials As per As per Remarks
TR Inventory
DINNERWARE
Dinner plates, 10” 24 18 pcs. For replenishment
Show/service plates, 11-14” 6 6 pcs. For replenishment
Salad plates 7-8” 24 20 pcs. For replenishment
Fish plates, 8-9” 24 18 pcs. For replenishment
Dessert plates, 7-8” 24 14 pcs. For replenishment
Side plates or bread plates, 6” 24 24 pcs.
Soup plate/bowl 24 24 pcs.
Cups and saucers 5-6 oz 24 24 pcs.
CUTLERIES
Dinner knives 24 24 pcs.
Dinner forks 24 24 pcs.
Salad knives 24 24 pcs.
Salad forks 24 24 pcs.
Fish knives 24 24 pcs.
Fish forks 24 24 pcs.

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 46 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
Soup spoons (cream and 24 pcs.
24
consume)
Dessert spoons 24 24 pcs.
Dessert forks 24 24 pcs.
Teaspoons 24 24 pcs.
Cocktail forks 24 24 pcs.
Service forks 6 6 pcs.
Service spoons 6 6 pcs.
Steak knives 24 20 pcs.
Butter knives 24 20 pcs.
Oyster forks 24 24 pcs.
GLASSWARE
Red wine glasses 24 20 pcs. For replenishment
White wine glasses 24 20 pcs.
Water goblets 24 24 pcs.
Juice glasses/Hi ball 24 20 pcs.
Champagne flute 24 24 pcs.
Collins glasses 24 24 pcs.
Pilsner glasses/Ice tea glasses 24 24 pcs.
Tools
Coffee pot 2 1 unit
Tea pot 2 1 unit
Salt and Pepper shakers 4 3 sets
service trays 6 6 pcs.
Silver platters 8 6 pcs.
Round (bar) trays 8 6 pcs.
Tooth pick holders 4 4 pcs.
Napkin holders 6 6 pcs.
Sugar containers 3 3 pcs.
Creamer containers 3 3 pcs.
Sauce/gravy boats 4 4 pcs.
Soup tureen 4 3 pcs.

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 47 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
Peppermill 2 2 pcs.
Food tongs 2 2 pcs.
Sauce ladles 2 2 pcs.
Soup ladles 2 2 pcs.
Cake servers 2 2 pcs.
Water pitchers 6 6 pcs.
(Room Service) Plate covers 8 6 pcs.
Ice buckets with tongs 2 2 pcs.
54”X54 table cloth 4 4 pcs.
Table skirting cloths 2 2 pcs.
Rectangular table cloths 2 2 pcs.
Side towels 4 4 pcs.
16” x16” Cloth Table napkin 30 30 pcs.
Menu Folders 2 2 pcs.
Order pads 2 2 pcs.
Equipments As Per TR As per Remarks
Inventory
Bill folder/change trays 2 2 pcs.
Waiter station/cabinet 1 1 pcs.
Tray stand (optional) 2
Square/rectangular tables 4 pcs.
4
(4’s/6’s)
round tables (8’s) 2 8 pcs.
Dining/Banquet chairs 36 30 pcs. For replenishment

Note: In the remarks section, remarks may include for repair, for
replenishment, for reproduction, for maintenance etc.

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 48 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 Supervise
Work-Based
Learning

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 49 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
FORM 1.1 SELF-ASSESSMENT CHECKS

INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

data or information which is essential in planning training
sessions. Please check the appropriate box of your answer
to the questions below.
CORE COMPETENCIES
CAN I…? YE NO
S
1. PREPARE THE DINING ROOM/RESTAURANT AREA FOR
SERVICE

1 Take table reservations 

2 Prepare service stations and equipment 
3 Set-up the tables in the dining area 
4. Set the mood/ambiance of the dining area
1. WELCOME GUESTS AND TAKE FOOD AND BEVERAGE
ORDERS
1.Welcome and greet guests 
2. Seat the guests 
3. Take food and beverage orders 
4. Liaise between kitchen and service areas 
3.PROMOTE FOOD AND BEVERAGE PRODUCTS

1 .Know the product 

2 Undertake Suggestive selling 

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 50 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
CORE COMPETENCIES
CAN I…? YE NO
S
.3. Carry out Upselling strategies 
4.PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS

1. Serve food orders 

2. Assist the diners 
3. Perform banquet or catering food service 
4. Serve Beverage Orders 
5. Conclude food service and close down dining area 
5.PROVIDE ROOM SERVICE
1. Take and process room service orders 
2. Set up trays and trolleys 
3. Present and serve food and beverage orders to guests 
4. Present room service account 
5.Clear away room service equipment 
6. RECEIVE AND HANDLE GUEST CONCERNS
1. Listen to the complaint 
2. Apologize to the guest 

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 51 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
CORE COMPETENCIES
CAN I…? YE NO
S
3. Take proper action on the complaint 
4. Record complaint 

Note: In making the Self-Check for your Qualification, all required competencies
should be specified. It is therefore required of a Trainer to be well- versed
of the CBC or TR of the program qualification he is teaching.

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 52 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
Evidences/Proof of Current Competencies

Form 1.2: Evidence of Current Competencies acquired related to

Job/Occupation

Current
Proof/Evidence Means of validating
competencies
1. PREPARE THE Certificate of Evaluate the
DINING employment with job authenticity and validity
ROOM/RESTAURAN description. of documents.
T AREA FOR
SERVICE
2. WELCOME Certificate of Evaluate the
GUESTS AND TAKE employment with job authenticity and validity
FOOD AND description. of documents.
BEVERAGE
ORDERS
3.PROMOTE FOOD Demonstration Evaluate performance
AND BEVERAGE using performance
PRODUCTS criteria checklist.
4.PROVIDE FOOD Demonstration Evaluate performance
AND BEVERAGE using performance
SERVICES TO criteria checklist.
GUESTS
5.PROVIDE ROOM Certificate of training Evaluate the
SERVICE authenticity and validity
of documents.
6. RECEIVE AND Demonstration Evaluate performance
HANDLE GUEST using performance
CONCERNS criteria checklist.

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 53 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 Identifying Training Gaps

From the accomplished Self-Assessment Check (Form 1.1) and the

evidences of current competencies (Form 1.2), the Trainer will be able to
identify what the training needs of the prospective trainee are.

Form 1.3 Summary of Current Competencies Versus Required

Competencies (Sample)

Required Units of Current Training

Competency/Learning Competencies Gaps/Requirement
Outcomes based on CBC s
1. PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE
1.1 Take table 1.1 Take table
reservations
1.2 Prepare service 1.2 Prepare service
stations and equipment stations and
equipment
1.3 Set-up the tables in 1.3 Set-up the tables
the dining area in the dining area
1.4. Set the 1.4. Set the
mood/ambiance of the mood/ambiance of
dining area the dining area
2. WELCOME GUESTS AND TAKE FOOD AND BEVERAGE ORDERS
2.1.Welcome and greet 2.1.Welcome and
guests greet guests
2.2.Seat the guests 2.2.Seat the guests
2.3.Take food and 2.3.Take food and
beverage orders beverage orders
2.4.Liaise between kitchen 2.4.Liaise between
and service areas kitchen and service
areas
3.PROMOTE FOOD AND BEVERAGE PRODUCTS
3.1 .Know the product 3.1 .Know the
product
3.2 Undertake Suggestive 3.2 Undertake
selling Suggestive selling
3.3. Carry out Upselling 3.3. Carry out

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 54 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
strategies Upselling strategies
4.PROVIDE FOOD AND BEVERAGE SERVICES TO GUESTS
4.1. Serve food orders 4.1. Serve food orders
4.2. Assist the diners 4.2. Assist the diners
4.3. Perform banquet or 4.3. Perform banquet
catering food service or catering food
service
4.4. Serve Beverage 4.4. Serve Beverage
Orders
4.5. Conclude food service 4.5. Conclude food
and close down dining service and close
area down dining area
5.PROVIDE ROOM SERVICE
5.1. Take and process 5.1. Take and
room service orders process room
service orders
5.2. Set up trays and 5.2. Set up trays
trolleys and trolleys
5.3. Present and serve 5.3. Present and
food and beverage orders serve food and
to guests beverage orders to
guests
5.4. Present room service 5.4. Present room
account service account
5.5. Clear away room 5.5. Clear away
service equipment room service
equipment
6. RECEIVE AND HANDLE GUEST CONCERNS
6.1. Listen to the 6.1. Listen to the
complaint complaint
6.2. Apologize to the 6.2. Apologize to the
guest guest
6.3. Take proper action 6.3. Take proper
on the complaint action on the
complaint

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 55 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 Using Form No.1.4, convert the Training Gaps into a Training Needs/
Requirements. Refer to the CBC in identifying the Module Title or Unit of
Competency of the training needs identified.

Form No. 1.4: Training Needs

Module
Gaps Title/Module of Duration (hours)
Instruction
Take and process Provide Room Service 32 hrs.
room service orders
Set up trolleys
Present and serve
food and beverage
orders to guests
Present room service
equipment
Clear away room
service equipment

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 56 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 TRAINING PLAN

Qualification: Food and Beverages NC II

Trainees’ Training Training Mode of Staff Facilities/ Venue Assessment Date and
Requirements Activity/Task Training Tools and Method Time
Equipment
Preparing the Taking table Demonstration Supervisor/ Logbook Practical Oral Sept.
dining/room reservation waiter/waitress work area questioning 5-6-7-8,
restaurant area Reservation 2016
forms/sheet Observation 8:00-
12:00noon
Card Performance
test
Computer
Preparing Service Demonstration Supervisor/ Food Practical Oral Sept.
station and waiter/waitress warmer work area questioning 5-6-7-8,
equipment 2016
Tableware Observation 8:00-
12:00noon
Ice buckets Performance
test
Coffee pots

Condiments
Sauce
battles

Silverware
Cutleries
Setting up the table Demonstration Supervisor/ Glassware Practical Oral Sept.
in the dining area waiter/waitress work area questioning 5-6-7-8,
Table Cloth 2016
Observation 1:00-
Napkin 3:00pm
(napkin Performance
Date Developed: Document No.
Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 57 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 folding) test

Table
skirting

Dining room
equipment

Decoration
Welcome guests and Setting the Demonstration Supervisor/ Lights and Practical Oral Sept.
take food beverages mood/ambiance of waiter/waitress sounds work area questioning 5-6-7-8,
orders the dining 2016
Table and Observation 3:00-
chair 5:00pm
Performance
Furniture test
Air
conditioning

Decoration

Welcoming and Demonstration Supervisor/ Verbal Practical Oral Sept.

greeting guests waiter/waitress approach work area questioning 9-10-11-
12,
Observation 2016
8:00-
Performance 12:00noon
test

Seating the guest Demonstration Waiter/waitress Chair Practical Oral Sept. 9-10-
work area questioning 1112,
2016
Observation
1:00-
Date Developed: Document No.
Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 58 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 Performance 3:00pm
test

Taking food and Demonstration Waiter/waitress Menu card Practical Oral Sept.
beverage order work area questioning 9-10-11-
Order slip 12,
Observation 2016
Order
pad/pen Performance 1:00-
test 3:00noon

Liaising between Demonstration Supervisor/ Table ware Practical Oral Sept.

kitchen and service waiter/waitress work area questioning 9-10-11-
area Plate 12,
Observation 2016
Tray
Performance 4:00-
test 5:00noon

Serving the food Demonstration Supervisor/ Service tray Practical Oral Sept.
Provide food and orders waiter/waitress Plates work area questioning 13-14-15-
beverage service to 2016
guest Cutleries Observation
8:00-
Performance 9:00am
test

Date Developed: Document No.

Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 59 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 Oral Sept. 13-
Assessing the Demonstration Supervisor/ Practical questioning 14-15,
dinners waiter/waitress Pen work area 2016
Observation 10:-
Order sheet 12:00pm
Performance
test

Preparing perform Demonstration Supervisor/ Service Practical Oral Sept.

banquet or catering waiter/waitress ware work area questioning 13-14-15-
food service 2016
Table and Observation
chairs 1:00-
Performance 2:00pm
test

Processing Demonstration Supervisor/ Bill folder Practical Oral Sept.

payments receives waiter/waitress Change tray work area questioning 13-14-15-
Swipe 2016
machine for Observation
credit card 2:00-
Coins Performance 3:00pm
Bill test
Recipients

Concluding food Demonstration Supervisor/ Food scrap Oral Sept. 13-

service and close waiter/waitress Soiled Practical questioning 14-15,
down dining are dishes work area 2016
Table Observation
Electric 3:00-
equipment Performance 4:00pm
test

Date Developed: Document No.

Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 60 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 Managing Demonstration Supervisor/ Legislative Practical Oral Sept.
intoxicated person waiter/waitress personnel work area questioning 13-14-15-
2016
Observation
4:00-
Performance 5:00pm
test

Provide room service Taking and Demonstration Supervisor/ Telephone Practical Oral Sept.
processing room waiter/waitress Order slip work area questioning 16-17-18-
service order Order 2016
pad/pen Observation
8:00-
Performance 10:00am
test

Supervisor/ Butler Practical Oral Sept.

Setting up trays Discussion waiter/waitress Condiments work area questioning 16-17-18-
and trolley Cutlery 2016
Glassware Observation
10:00-
Performance 12:00noon
test

Presenting and Demonstration Supervisor/ Tray Practical Oral Sept.

serving food orders waiter/waitress Trolley work area questioning 16-17-18-
to guest Toaster 2016
Food Observation
warmer 1:00-
Date Developed: Document No.
Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 61 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 Performance 2:00pm
test

Presenting room Discussion Supervisor/ Bill folder Practical Oral Sept.

service accounts waiter/waitress Receipts work area questioning 16-17-18-
Pen 2016
Observation
2:00-
Performance 3:00pm
test

Clearing away room Demonstration Supervisor/ Trolley Practical Oral Sept.

service equipment waiter/waitress work area questioning 16-17-18-
2016
Observation
3:00-
Performance 5:00am
test

Receive and handle Listening to the Discussion Supervisor/ Notepad Practical Oral Sept.
guests concern complaint waiter/waitress pen work area questioning 19-20-21-
2016
Observation
8:00-
Performance 10:00am
test

Apologizing to the Demonstration Supervisor/ Empathy Practical Oral Sept.

guest waiter/waitress gratitude work area questioning 19-20-12-
2016
Observation
10:00-
Performance 11:00am
test

Taking proper Discussion Supervisor/ Appropriate Practical Oral Sept.

action on the waiter/waitress action work area questioning 19-20-21-
complaint 2016
Observation
Date Developed: Document No.
Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 62 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 11:00-
Performance 12:00noon
test

Recording complaint Discussion Supervisor/ Complaint Practical Oral Sept.

waiter/waitress documentati work area questioning 19-20-21-
on 2016
Feedback Observation
from 1:00-
Proper Performance 2:00pm
endorsemen test
t

Technical Education and Skills Development Authority

Date Developed: Document No.
Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 63 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 ___La Fortuna College__
Instructions:
TRAINEE’S RECORD BOOK This Trainees’ Record Book (TRB) is intended to serve as
record of all accomplishment/task/activities while undergoing
training in the industry. It will eventually become evidence
that can be submitted for portfolio assessment and for
whatever purpose it will serve you. It is therefore important
I.D. that all its contents are viably entered by both the trainees
and instructor.
The Trainees’ Record Book contains all the required
Trainee’s No.16-01-01 competencies in your chosen qualification. All you have to do
is to fill in the column “Task Required” and “Date
Accomplished” with all the activities in accordance with the
training program and to be taken up in the school and with
NAME: Gemma May Paragas the guidance of the instructor. The instructor will likewise
indicate his/her remarks on the “Instructors Remarks”
column regarding the outcome of the task accomplished by
QUALIFICATION: FOOD AND BEVERAGES NC II_______ the trainees. Be sure that the trainee will personally
accomplish the task and confirmed by the instructor.

TRAINING DURATION : 336 HOURS It is of great importance that the content should be
written legibly on ink. Avoid any corrections or erasures and
maintain the cleanliness of this record.
TRAINER: Ms. JUDY C. CRUZ This will be collected by your trainer and submit the
same to the Vocational Instruction Supervisor (VIS) and shall
form part of the permanent trainee’s document on file.

THANK YOU.

Date Developed: Document No.

Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 64 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 NOTES:

Hardworking_____________________________
Participative______________________________
Cooperative______________________________
Has successfully complete the training_____

Date Developed: Document No.

Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 65 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
Unit of Competency: 1 Preparing Dining room/restaurant area
for service

Unit of Competency: 2 Welcome guests and take food

NC Level II beverage order
Learning Task/Activity Date Instructor NC Level II
Outcome Required Accomplishe s Remarks Learning Task/Activity Date Instructors
d Outcome Required Accomplished Remarks
1.Take process Taking the September 3- Competent 1.Welcome Welcoming and September 8- Competent
reservation table 4, 2016 and greet greet guest 9, 2016
reservation guest
2.Prepare Seating the guest September
2.Seat the Competent
service stations Preparing September 5- Competent guest 10, 2016
and equipment service stations 6, 2016
and equipment
3.Take food Taking food and September
3.Set up the September 7, 11-12,2016 Competent
Setting up the 2016 and beverage orders
tables in the Competent
tables in the beverage
dining area
dining area orders

Competent
4.Set the
4.Liase Liaising between September
the September 7 Competent
mood/ambianc
Setting between kitchen and 13, 2016
mood/ambianc kitchen and service areas
e of the dining
e of the dining service areas
area
area
____________________ ______________________
__________________ ___________________ Trainee’s Signature Trainer’s
Signature
Trainee’s Signature Trainer’s Signature

Date Developed: Document No.

Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 66 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 Date Developed: Document No.
Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 67 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
Unit of Competency: 3 Promote Food and Beverage Products Unit of Competency: 4 Provide Food and Beverage Services to
Guest
NC Level II
NC Level II
Learning Task/Activity Date Instructors
Learning Task/Activity Date Instructors Outcome Required Accomplished Remarks
Outcome Required Accomplished Remarks
1.Know the Knowing the September Competent 1.Serve food Serving food September 16, Competent
product product 14, 2016 orders orders 2016

Competent
2.Undertake Undertaking September 2.Assist the Assisting the September16,
Competent
suggestive suggestive 15, 2016 diners diners 2016
selling selling
Competent
3.Perform Performing September17,
Carrying out September Competent banquet or 2016
3.Carry out banquet or
Upselling Upselling catering food
15, 2016 catering food
strategies strategies service
service

September18, Competent
_____________________ ______________________ Serving
4.Serve 2016
Trainee’s Signature Trainer’s Signature Beverage
Beverage
Orders
Orders

Concluding September18, Competent

5.Conclude food service 2016
food service and close
and close down down area
area
__________________ ____________________
Trainee’s Signature Trainer’s Signature
Date Developed: Document No.
Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 68 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 Unit of Competency: 5 Provide Room Service Unit of competency: 6. Receive and handle guest concerns
NC Level II NC Level II
Learning Task/Activity Date Instructors
Outcome Required Accomplished Remarks Learning Task/Activity Date Instructor
1.Take and Taking and September Competent Outcome Required Accomplished Remarks
process room process room 19,2106 1.Listen to Listening to September Competent
service order service order the complaint the complaint 21,2106
2.Set up trays Setting up September Competent 2.Apologize to Apologizing to September Competent
and trolleys trays and 19,2106 the guests the guests 21,2106
trolleys
3.take proper Taking proper September Competent
3.Present and Presenting September Competent action on the action ion the 21,2106
serve food and serve food 19,2106 complaint complaint
beverage orders and beverage
to guests orders to 4.Record Recording September Competent
complaint complaint 21,2106
4.Present room Presenting September Competent
service room service 20,2106
accounts accounts
5.Clear away Clearing away September Competent _______________________ ____________________________
room service room service 20,2106
equipment equipment Trainee’s Signature Trainer’s Signature

_____________________ ____________________
Trainee’s Signature Trainer’s Signature

Date Developed: Document No.

Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 69 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 TRAINEE’S PROGRESS SHEET

Na Ms. Judy
: Gemma May Paragas Trainer :
me C. Cruz
Food and Beverage Nominal
Qualification : : 320 hours
Service NCII Duration
Units of Training Training Date Date Trainee’s Supervisor’
Rating
Competency Activity Duration Started Finished Initial s Initial
1. Preparing the Taking table 10 hours Sept. 4, Sept.7, Competent GMP MAC
dining reservation 2016 2016
room/restaura
nt area for
service
Preparing 20 hours Sept. 4, Sept. 7, Competent GMP MAC
service station 2016 2016
and equipment
Setting up the 20 hours Sept 4, Sept. 7, Competent GMP MAC
table in the 2.016 2016
dining area
Setting the 12 hours Sept. 4, Sept. 7, Competent GMP MAC
mood/ambianc 2016 2016
e of the dinning
62 hours
Total

Date Developed: Document No.

Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 70 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 Units of Training Training Date Date Trainee’s Supervisor’s
Rating
Competency Activity Duration Started Finished Initial Initial
2.Welcome guest Welcoming and 8 hours Sept.8, Sept. 9, Competent GMP MAC
and take food greeting the 2016
2016
beverage order guests
Seating the 4 hours Sept.8, Sept. 9, Competent GMP MAC
guests 2016
2016
Taking food 6 hours Sept.8, Sept.9, Competent GMP MAC
and beverage 2016
2016
order
Liasing 6 hours Sept. Sept. 9, Competent GMP MAC
between 2016
8,2016
kitchen and
service area
Total 24 hours

Date Developed: Document No.

Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 71 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 Units of Training Training Date Date Trainee’s Supervisor’s
Rating
Competency Activity Duration Started Finished Initial Initial
3. Promote food and Knowing the 12 hours Sept. Sept.12, Competent GMP MAC
beverage product product 10, 2016
2016
Undertaking 14 hours Sept.10, Sept. 12, Competent GMP MAC
suggestive 2016 2016
selling
Carrying out 12 hours Sept. Sept.12, Competent GMP MAC
upselling 10, 2016
strategies 2016
Total 38 hours

Date Developed: Document No.

Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 72 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 Units of Training Training Date Date Trainee’s Supervisor’s
Rating
Competency Activity Duration Started Finished Initial Initial
4. Provide food and Serving the 24 hours Sept.13, Sept. 17, Competent GMP MAC
beverage service food orders 2016 2016
to guests
Assisting the 24hours Sept.13, Sept.17, Competent GMP MAC
dinners 2016 2016
Performing 20 hours Sept. Sept.17, Competent GMP MAC
banquet or 13, 2016
catering food 2016
service
Serving 20 hours Sept. Sept. 17, Competent GMP MAC
beverage orders 13, 2016
2016
Processing 20 hours Sept.13, Sept.17, Competent GMP MAC
payment 2016 2016
receives
Concluding 20 hours Sept. Sept. 17, Competent GMP MAC
food service 13, 2016
and close down 2016
dining area

Managing 20 hours Sept.13, Sept.17, Competent GMP MAC

intoxicated 2016 2016
persons
Total 148 hours

Date Developed: Document No.

Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 73 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 Units of Training Training Date Date Trainee’s Supervisor’s
Rating
Competency Activity Duration Started Finished Initial Initial
5. Provide room Taking and 6 hours Sept.18, Sept.19, Competent GMP MAC
service processing 2016 2016
room service
orders
Setting up 6 hours Sept.18, Sept.19, Competent GMP MAC
trays and 2016 2016
trolleys
Presenting and 6 hours Sept.18, Sept.19, Competent GMP MAC
serving food 2016 2016
and beverage
orders to
guests
Presenting 6 hours Sept.18, Sept.19, Competent GMP MAC
room service 2016 2016
accounts
Clearing away 8 hours Sept.18, Sept. 19, Competent GMP MAC
room service 2016 2016
equipment
Total 32 hours

Date Developed: Document No.

Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 74 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 Units of Training Training Date Date Trainee’ Supervisor’s
Rating
Competency Activity Duration Started Finished s Initial Initial
6. Receive and Listening to the 6 hours Sept.20, Sept.21, Competent GMP MAC
handle guests complaints 2016 2016
concern
Apologizing to the 3 hours Sept. 20, Sept. 21, Competent GMP MAC
guests 2016 2016
Taking proper 3 hours Sept.20, Sept. 21, Competent GMP MAC
action on the 2016 2016
complaint
Recording 4hours Sept. 20, Sept. 21, Competent GMP MAC
complaint 2016 2016
Total 16 hours

Note: The trainee and the supervisor must have a

copy of this form. The column for rating maybe used either by
giving a numerical rating or simply indicating
competent or not yet competent. For purposes of analysis, you
may require industry supervisors to give a numerical rating for
the performance of your trainees. Please take note
however that in TESDA, we do not use numerical ratings

Date Developed: Document No.

Issued by:
Curriculum Based Learning Date Revised:
Materials for Page 75 of 99
Food and Beverages NC II Developed by:
Michelle A. Cortez
Revision
 Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 76 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
PREPARATION Average
1. Workshop layout
Average conforms
Ratings
with the components of a
CBT workshop
2. Number of CBLM is
sufficient
3. Objectives of every training
session is well explained
4. Expected activities/outputs
are clarified
General Average

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 77 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
Facilitate
Learning
Session

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 78 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
Training Activity Matrix

Facilities/ Venue
Date &
Training Activity Trainee Tools and Remarks
(Workstatio Time
Equipment
n/ Area)
Prayer
Recap of Activities 8:00 AM
to 8:30
Unfreezing Activities All trainees AM
Feedback of Training

Rejoinder/Motivation

Prepare the dining/room restaurant area for service

Taking table A.Rendell

Day1-
reservations A.Michaela
Logbook 4
B.Renalyn Trainees
Reservation 8:30-
B.John Computer learned the
forms/sheet 12:00
B.Christian laboratory skill with
Card
ease
computer

Preparing Plate
Ms. Cando
service station warmer
performed
and equipment Table ware
the task
C.Lyka Water Day 1-
with ease,
C. Raymark pitcher Learning 4
Mr. Castillo
C. Maricel Ice buckets Resource 1:00-
had a hard
C. Hubert Coffee pots Area 3:30
time
C. Michelle Condiments
preparing
Sauce
service
bottles
station
Setting up the C. Centeno Table ware Practical Day 1- All trainees
tables in the DC. Angelo Glassware Work 4 completed
dining area DC.JM Cloth Area) 3:30- the task on
DM. Jerico napkin(napk 5:00 time.
D. Christine in folding)
Table
skirting(style
s)
Dining room
Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 79 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 equipment
Tables
Setting the Lights and Learning
mood/ambianc sounds Resource
e of the dining A.Rendell Tables And Area/
Day 1- All trainees
area A.Michaela Chairs Demonstr
4 completed
B.Renalyn Furniture ation
3:30- the task on
B.John Air (Work
5:00 time.
B.Christian conditioning Area
Decoration
(theme)
Welcome guests and take food and beverage orders

Welcoming and C.Lyka Day

Compuet Trainees
greeting the C. Raymark 8-12
Verbal er learned the
guests C. Maricel 8:30-
approach laborator skil with
C. Hubert 12:00
y ease
C. Michelle
Seating the C. Centeno Practical
Day Trainees
guests DC. Angelo Work
Escorted the 8-12 completed
DC.JM Area
guests 1:00- the task on
DM. Jerico
3:30 time
D. Christine
Taking food A.Rendell Menu Card Demonst
Day Trainees
and beverage A.Michaela Order Slip ration
8-12 learned the
orders B.Renalyn Order Area
3:30- skill with
B.John pad/pen
5:00 ease
B.Christian
Liaising C.Lyka Trainees
between Day learned the
C. Raymark Learning
kitchen and C. Maricel Table ware 8-12 skill with
Resource
service area Plate/tray 3:30- ease
C. Hubert Area
5:00
C. Michelle
Promote food and beverage products

Knowing the Basic Day Trainees

A.Rendell
product ingredients 8-12 learned the
A.Michaela
(familiarizatio Computer 3:30- skill with
B.Renalyn
n) laboratory 5:00 ease
B.John
Portion of
B.Christian
serving
Undertaking C.Lyka Food and Practical Day Trainees
suggestive C. Raymark beverage work area 8-12 completed
selling C. Maricel upgrading/Pa 3:30- the task on
C. Hubert iring 5:00 time.
C. Michelle Seafood with
Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 80 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 wine
 Burger
and
fries
 Steaks
and
salad
Carrying out C. Centeno
New items are Day Trainees
upselling DC. Angelo Learning
recommended 8-12 learned the
strategies DC.JM Resource
Like specialty 3:30- task with
DM. Jerico Area
of the house 5:00 ease
D. Christine
Provide food and beverage service to guests

Serving food A.Rendell

Service tray Day Trainees
orders A.Michaela
Plates Demostra 8-12 learned the
B.Renalyn
Cutleries tion area 3:30- skill with
B.John
5:00 ease
B.Christian
Assisting the Paying Learning
C.Lyka
dinners attention to Resource Day Trainees
C. Raymark
the dinners Area 8-12 completed
C. Maricel
requests or Demonstr 3:30- the task on
C. Hubert
needs ation 5:00 time
C. Michelle
Performing C. Centeno Service ware
Learning Day Trainees
banquet or DC. Angelo Table and Resource 8-12 completed
catering food DC.JM chairs Area 3:30- the task on
service DM. Jerico
5:00 time
D. Christine
Serving Glass wares
beverage Alcoholic and
orders
A.Rendell non alcoholic
beverage Day Trainees
A.Michaela
Practical 8-12 learned the
B.Renalyn  Coffee work area 3:30- skill with
B.John  Juices 5:00 ease
B.Christian  Water
 Tea
 wines
Processing C.Lyka Bill Folder Demonstr Day Trainees
payments and C. Raymark Change Tray ation 8-12 learned the
receipts C. Maricel Swipe Work 3:30- skill with
C. Hubert machine for Area) 5:00 ease
C. Michelle credit card
Coins
Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 81 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 (change)
Receipt
Bill

Concluding Learning
food service C. Centeno Food scrap Resource
Day Trainees
and close down DC. Angelo Soiled dishes Area
8-12 completed
dining area DC.JM Table Demonstr
3:30- the task on
DM. Jerico Electrical ation
5:00 time
D. Christine equipment (Work
Area
Managing A.Rendell
Day
intoxicated A.Michaela
Legislative Practical 8-12
persons B.Renalyn
personnel work area 3:30-
B.John
5:00
B.Christian
Provide room service
Taking and C.Lyka
Telephone Day Trainees
processing C. Raymark
Order slip Computer 8-12 completed
room service C. Maricel
Order laboratory 3:30- the task
orders C. Hubert
pad/pen 5:00 on time
C. Michelle
Setting up C. Centeno Butler
Day Trainees
trays and DC. Angelo Condiments Learning
8-12 learned
trolleys DC.JM Cutlery Resource
3:30- the skill
DM. Jerico Glass ware Area
5:00 with ease
D. Christine
Presenting and A.Rendell Tray
serving food A.Michaela Day Trainees
Trolley
and beverage B.Renalyn Demonstr 8-12 learned
Toaster
orders to B.John ationArea 3:30- the skill
Warming
guests 5:00 with ease
B.Christian equipment
Presenting C.Lyka
Day Trainees
room service C. Raymark
Bill folder Practical 8-12 completed
accounts C. Maricel
receipt work area 3:30- the task
C. Hubert
5:00 on time
C. Michelle
C. Centeno
Clearing away DC. Angelo Learning
room service DC.JM Resource
Day Trainees
equipment DM. Jerico Area
8-12 learned
D. Christine Trolley Demonstr
3:30- the skill
ation
5:00 with ease
(Work
Area

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 82 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
Receive and handle guests concern

Listening to A.Rendell
List the Practi Day 8- Trainees
the complaint A.Michaela
details of cal 12 completed
B.Renalyn
guest Work 3:30- the task on
B.John
complaint Area 5:00 time
B.Christian
Apologizing to Learni
the guests ng
C.Lyka Resour
Day 8- Trainees
C. Raymark ce Area
Empathy 12 learned the
C. Maricel Demon
gratitude 3:30- skill with
C. Hubert stratio
5:00 ease
C. Michelle n
(Work
Area
Taking proper C. Centeno Demon
Day 8- Trainees
action on the DC. Angelo stratio
Appropriate 12 completed
complaint DC.JM n
action 3:30- the task on
DM. Jerico Work
5:00 time
D. Christine Area
Recording Complaint
complaint A.Rendell documentatio Learni
Day 8- Trainees
A.Michaela n ng
12 learned the
B.Renalyn Feedback Resour
3:30- skill with
B.John forms ce Area
5:00 ease
B.Christian Proper
endorsement

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 83 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 La Fortuna College
Cabanatuan City, Nueva Ecija

Food and Beverage Services NC II

Minutes of the Meeting
Focus Group Discussion

Date: January 10, 2107

Agenda: Competency-Based Training Delivery
Present:
1. Ethelyn Reyes
2. Anthony S. Dela Cruz
3. Annabelle M. Correa
4. Roger S. Nicolas
CBT Concerns Discussions Resolutions/
Agreement
1. CBT Layout The Competency- This should be
Based Training maintained to all
Layout was training to be conducted
impressive and to get the maximum
spearheaded by participation of the
TESDA Region III. trainees.
0. Monitoring Attendance was Greatest number of
of checked regularly attendance should
Attendance by the trainer, in always be expected to
the morning and the trainees, to save time
afternoon session. resources and effort on
the part of the trainees
and trainer.
0. Utilization Work area was Sustain the cleanliness
of work area used productively and orderliness of the
by the trainees, work area.
especially during
the demonstration
activity.
Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 84 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
0. Orientation The orientation Since the orientation
0. CBT was properly was given properly and
a. Roles of delivered by the clearly by the trainer it
Trainer/Trai trainer on the was resolved that the
nees following: presentation used
b. Training 0. CBT during the orientation
Regulation Principles should be kept for future
c. CBLM were use. This covered the
d. Facilities explained CBT, Roles, and the TR.
e. Evaluation properly
system a. The roles There should be a one is
both of the to one ratio on the
trainer and trainee’s use of the
trainees were CBLM to ensure a more
imparted by productive self-paced/
the modular learning.
(facilitator/tr
ainer) Facilities, such as
b. The workshop and stations
contents/ should be maintained.
coverage of
the Training The trainer done a very
Regulations good evaluation of the
was trainee’s performance,
discussed motivating them to learn
thoroughly beyond what is expected.
by the
trainer

d. The use of
CBLM was
demonstrate
d by the
trainer to the
trainees.

e. Different
facilities
were visited
by the
Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 85 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 trainees
guided by
the facilitator
while
explaining
each
function.

f. The
evaluation
system was
explained,
given the
rating scale
and on how
comments
were given.
Focused
group
discussion
was also
employed
during the
training.
0. RPL The RPL The trainer was able to
(Recognition of carried out the RPL of
Prior Learning) the trainees in a very
was completed by organized manner.
self-assessment This has to be sustained
evaluation check, to save time, resources
pre-test given, and effort.
certificates
collected, by
answering the
data gathering
tool and
identifying
training needs.
0. Teaching The teaching This should be kept up
methods methods and for the succeeding
Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 86 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 and techniques used trainings of the trainees
technique were appropriate of the same
in each learner. qualifications in different
Specifically the time.
role play and
simulation.
0. Monitoring a. Achievement The charts are requested
of chart was checked to be printed in a bigger
learning every after each material and more
activities session to note strategic area. This will
0. Achievemen the finish required enable everyone in the
t chart activities and training to track the
a. Progress output of each development of each
chart learner. trainee.
b. Progress chart
was periodically
checked, to reflect
the learning
outcome finished
by the trainees.
0. Feedback A dialogue A continuous feedback
between and should be provided by
among trainees the trainer to the
was conducted trainees immediately
during the after performing a
training. Positive certain activity.
and negative
feedback were
considered
essential during
the training.

0. Slow Out of 10 Tutorial and more

learners participants two of time should be provided
them were to the trainees who were
considered slow considered slow
learners therefore learners. However, the
the trainer and trainer should always
other fast learners bear in mind that
Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 87 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 assisted them everybody is capable of
through tutorial. learning.
10. Other Some trainees All personal materials
concerns did not bring the needed during the
prescribed training should be
materials by the provided by the trainees
trainer, resulting themselves.
to chaos during
the actual
performance.

Training Evaluation Report

1. Title of the Report

2. Executive summary

3. Rationale

4. Objectives

5. Methodology

6. Results and discussion

This is the body of the report. It should contain the following
parts:
Data interpretation
Data analysis
Conclusion

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 88 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 7. Recommendation

WORK REQUEST

UNIT DECSRIPTION: BUSSING TROLLEY

SW

02

OBSERVATION/S DATE REPORTED: Sept. 20, 2016

DEFECTIVE WHEEL REPORTED BY: R. Bandal

ACTVITY: DATE COMPLETED:

REPAIR OF WHEEL February 8, 2016

SPARE PARTS NEED: New wheel

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 89 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 QUALIFICATION FOOD AND BEVERAGE SERVICE NC II

SECTION/AREA PRACTICAL WORK AREA

DATE Sept. 22 ,2016

REASON FOR DEFECTICE BUSSING TROLLEY

PURCHASE

EQUIPMENT ITEM/ DESCRIPTION PRICE QUANTITY TOTAL

NAME
(APPROX)

Trolley Bussing 3,000 1 3,000

Trolley

PHP 3,0000

REQUEST BY: Ms. Judy C. Cruz APPROVED May Besana

BY:
TRAINER PRESIDENT

WASTE SEGREGATION LIST

Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 90 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 QUALIFICATION Food and beverage service

AREA/SECTION Practical work area

IN CHARGE Myra Centeno

GENERAL ACCUMULATED WASTES WASTE SEGRATION METHOD

RECYLE COMPOSE DISPOSE

1.DAMAGED x

2.DAMAGED LADDLE x

3.COFFE POT x

4.USE RAGS/ CLEANING MATERIALS X

5.TRAYS x

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 91 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
Maintain
Training
Facilities

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 92 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 Template #1
OPERATIONAL PROCEDURE
Equipment Type BUSSING TROLLEY
Equipment Code 001
Location Practical Area
Operation Procedure:

 Be careful on pushing the trolley; make sure you hold the

handle tightly.

 Inspect the wheel first before transporting or carrying the soiled

dishes.

 Check the plates, glasses and other cutlery is in proper position

to avoid cracking/breaking while transporting them to the
dishwashing area.

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 93 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 Template #2
HOUSEKEEPING SCHEDULE
Qualificati Food and Beverage Station/ Practical area
on Service NC II Bldg Building
Area/
Practical Area
Section
In-Charge Cabantuando, Lyca Mae
Schedule for the 1st Semester, 2016
Responsible Dail Every Wee Every Mont Remar
ACTIVITIES Person y other kly 15th hly ks
Day Day
1. Store glasses and Cabantuando
cups upside- , Lyca Mae
down. Other
stored utensils
must be covered
or inverted.

 Silverware
storage should
be designed to
present the
handle to the
employee or
costumer.

2. Have shelves and Cabantuando

flatware , Lyca Mae
containers
emptied, cleaned
and sanitized.

3. The baskets or Cabantuando

containers for , Lyca Mae
silverware should
be handled so
that the inner
surfaces are not
touched when
transfer is made
from dishwasher.
4. Keep the food Cabantuando
preparation and , Lyca Mae
dining area free
Date Developed: Document No.
Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 94 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 from obstructions.
5. Stain and dirt in Cabantuando
stoves regularly. , Lyca Mae

6. All slicers and Cabantuando

machine after must , Lyca Mae
be rested to “0”
position after each
use.

7. All gas operated Cabantuando

kitchen equipment , Lyca Mae
should be switch off
after using and the
main gate valve
should be shut-off
before closing the
kitchen.
8. Before plugging in Cabantuando
equipment, make , Lyca Mae
sure all switches are
turned off.

9.Clean ad arrange Cabantuando

working tables , Lyca Mae
according to work
plan/lay out

10. Sanitize garbage Cabantuando

receptacles. , Lyca Mae

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 95 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
11. Dispose Cabantuando
segregated waste, , Lyca Mae
clean garbage
cans

12.Disposal of waste Cabantuando

materials , Lyca Mae

(Follow waste
segregation
system)
13. Clean, check Cabantuando
and maintain , Lyca Mae
room. Free of
dust, not dump.
14. Conduct Cabantuando
inventory , Lyca Mae

15. Update progress Cabantuando

chart. , Lyca Mae

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 96 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 Template #3
WORKSHOP HOUSEKEEPING SCHEDULE
DAILY TASK YES NO
Clean and wipe dry all equipment before storing them. 

Have shelves and flatware containers emptied, cleaned and 

sanitized.
Keep the dish storage are clean at all times, protected from 
pest infestation.
Keep the food preparation area and dining area are free from 
obstructions.
Clean and arrange working tables 

Sweep floors; if wet, wipe dry 

Turn off and pull the plug of a machine before cleaning and 
assembling.
Dispose segregated waste; clean garbage cans 

Check for the safety hazards and take action. 

WEEKLY TASK YES NO

Update accomplishment/Progress Charts 

Clear away all grease, stain and dirt in the stove. 

Clean the trolley/carts. 

Clean and check tools, machines, supplies, materials 

Sanitize garbage receptacles 

MONTHLY TASK YES NO

Conduct inventory 

Clean and arrange tool room 

Inspect electrical system; clean cables, wires 

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 97 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
Clean instructional materials & modules; arrange and put in 
order
Inspect and clean air-conditioning equipment filter; clean body 

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 98 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 Template #5

EQUIPMENT MAINTENANCE SCHEDULE

EQUIPMENT TYPE Bussing Trolley
EQUIPMENT CODE 0001
LOCATION Practical area
Schedule for the Month of
March
ACTIVITIES MANPO
WER Dail Ever Wee Eve Monthl Remark
y y kly ry y s
Othe 15t
r Day h
Day
1. Check the JM Dela
divider/ wall Cruz
separation
• Parts are
well secured
to hold
cutleries,
glassware
and
chinaware

2.Check the Mica

wheel Joy
Castro
• Apply oil to
the wheels to
prevent
rusting
• Avoid hair
strands on
the wheel

3. Maricel
.Check/clean Cando
the trolleys
• Free from
dust

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 99 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
 Template #6
WORKSHOP INSPECTION CHECKLIST
Qualificatio
Food and Beverage Service NC II
n
Area/
Practical Area In-Charge M. Aquino
Section
YES NO INSPECTION ITEMS
 1. Did you cleaned and sanitized equipment?

 2. Did you store glasses and cups upside-down?

 3. Did you have shelved and flatware containers

emptied?

 4. Did you keep the dish storage clean at all times?

 5. Did you sweep the floor dry if it is wet?

 6. Did you clear away all the grease, stain and dirt in the
stoves regularly?

 7. Did you switched off all the gas operated kitchen

equipment after using?

 8. Did you return the tools, equipment in its proper

places?

 9. Did the garbage receptacles were sanitized?

 10. Did you update the progress chart were cleaned?

 11. Did you inspect the air conditioning equipment?

 12. Did you clean, check and maintain tool room?

 13. Did the tools, machine supplies and materials were

cleaned and sanitized?

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 100 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision
  14. Did you turn off and pull the plug of a machine
before cleaning and assembling?

 15. Did you conduct monthly inventory?

Remarks:

Inspected by: Judy C. Cruz Date: Nov.10, 2016

Template #7
EQUIPMENT MAINTENANCE INSPECTION CHECKLIST
Equipment Type : Bussing trolley
Property Code/Number : 0001
Location : Demonstration Area
YES NO INSPECTION ITEMS
 Did you check the wheels of a trolley weekly?

 Did you inspect the divider / wall separation to secure the

soiled dishes?
 Did you clean the trolley?

Remarks:

Inspected by: Ms. Judy C. Cruz Date: Sept. 11, 2016

Date Developed: Document No.

Curriculum
Issued by: Page
Based Learning Date Revised:
Materials for 101 of
Food and Developed by: 99
Beverages NC II Michelle A.
Cortez Revision