SECTOR : TOURISM

BASIC COMPETENCY : COMMUNICATIONS

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

MODULE TITLE : PARTICIPATING IN WORKPLACE COMMUNICATIONS

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes
required to obtain, interpret and convey information in
response to workplace requirements.

SUGGESTED DURATION : 16 hrs

QUALIFICATION LEVEL : NC II

PREREQUISITE : Receive and Respond to workplace Communication. (NCI)

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/ trainees will be able to:

LO 1. Obtain and convey workplace information

LO 2. Complete relevant work related documents.

LO 3. Participate in workplace meeting and discussion.

LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION.

ASSESSMENT CRITERIA:

1. Specific relevant information is accessed from appropriate sources.

2. Effective questioning and active listening and speaking are used to gather
and convey information.
3. Appropriate medium is used to transfer information and ideas.
4. Appropriate non-verbal communication is used.
5. Appropriate lines of communication with superiors and colleagues are
identified and followed.
6. Defined work procedures for the location and storage of information are
used.
7. Personnel interaction is carried out clearly and concisely.

CONTENTS:

1. Parts of speech
2. Sentence construction
3. Effective communication
4. Conduct interviews

CONDITIONS:

The students/ trainees must be provided with the following:

1. Writing materials (pen & paper)

2. References (books)
3. Manuals

METHODOLOGIES:

1. Group discussion
2. Interaction
3. Lecture
4. Reportorial

ASSESSMENT METHOD:

1. Written test
2. Practical performance test
3. Interview
L03. COMPLETE RELEVANT WORK RELATED DOCUMENTS.

ASSESSMENT CRITERIA:

1. Ranges of forms relating to conditions of employment are completed

accurately and legibly.
2. Workplace data is recorded on standard workplace forms and documents.
3. Basic mathematical process are used for routine calculations.
4. Errors in recording information on forms! documents are identified and
rectified.
5. Reporting requirements to superior are completed according to enterprise
guidelines.

CONTENTS:

1. Basic mathematics
2. Technical writing
3. Types of forms

CONDITIONS:

The students/trainees must be provided with the following:

1. Paper
2. Pencils / ball pen
3. Reference books
4. Manuals

METHODOLOGIES:

1. Group discussion
2. Interaction
3. Lecture

ASSESSMENT METHOD:

1. Written test
2. Practical! Performance test
3. Interview
LO2. PARTICIPATE IN WORKPLACE MEETING AND DISCUSSION.

ASSESSMENT CRITERIA:

1. Team meetings are attended on time.

2. Own opinions are clearly expressed and those of others are listened to
without interruption.
3. Meeting inputs are consistent with the meeting purpose and establish
protocols.
4. Workplace interaction are conducted in a courteous manner appropriate to
cultural background and authority in the enterprise procedures.
5. Questions about simple routine workplace procedures and matters
concerning conditions of employment are asked and responded.
6. Meeting outcomes are interpreted and implemented.

CONTENTS:

1. Sentence construction
2. Technical writing
3. Recording information

CONDITIONS:

The students/trainees must be provided with the following:

1. Paper
2. Pencils/ball pen
3. References (books)
4. Manuals

METHODOLOGIES:

1. Group discussions
2. Interaction
3. Lecture

ASSESSMENT METHOD:

1. Written test
2. Practical / performance test
3. Interview
BASIC COMPETENCY : TEAM WORK

UNIT OF COMPETENCY : WORK IN A TEAM ENVIRONMENT

MODULE TITLE : WORKING IN A TEAM ENVIRONMENT

MODULE DESCRIPTOR : This module covers the knowledge, skills, and attitudes
required to relate in a work based environment.

SUGGESTED DURATION :

QUALIFICATION LEVEL : NCII

PREREQUISITE : TEAMWORK (NC I)

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/ trainees will be able to:

LO1. Describe and identify team role and responsibility in a team.

LO2. Describe work as a team.

LO 1. DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A TEAM.

ASSESSMENT CRITERIA:

1. Role and objective of the team is identified.

2. Team parameters, relationships and responsibilities are identified.
3. Individual role and responsibilities within team environment are identified.
4. Roles and responsibilities of other team members are identified and
recognized.
5. Reporting relationships within team and external to team are identified.

CONTENTS:

1. Team role.
2. Relationship and responsibilities
3. Role and responsibilities with team environment.
4. Relationship within a team.

CONDITIONS:

The students/ trainees must be provided with the following:

1. SOP of workplace
2. Job procedures
3. Client / supplier instructions
4. Quality standards
5. Organizational or external personnel

METHODOLOGIES:

1. Group discussion/interaction
2. Case studies
3. Simulation

ASSESSMENT METHODS:

1. Written test
2. Observation
3. Simulation
4. Role playing
LO2. DESCRIBE WORK AS A TEAM MEMBER

ASSESSMENT CRITERIA:

1. Appropriate forms of communication and interactions are undertaken.

2. Appropriate contributions to complement team activities and objectives
were made.
3. Reporting using standard operating procedures followed.
4. Development of team work plans based from role team were contributed.

CONTENTS:

1. Communication process
2. Team structure / team roles
3. Group planning and decision making

CONDITIONS:

The students I trainees must be provided with the following:

1. SOP of workplace
2. Job procedures
3. Organization or external personnel

METHODOLOGIES:

1. Group discussion/interaction
2. Case studies
3. Simulation

ASSESSMENT METHOD:

1. Observation of work activities

2. Observation through simulation or role play
3. Case studies and scenarios.
UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM

UNIT CODE : 500311107

MODULE TITLE : PRACTICING CAREER PROFESSIONALISM

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

NOMINAL DURATION :

CERTIFICATE LEVEL : NATIONAL CERTIFICATE LEVEL II

PRE-REQUISITE :

SUMMARY OF LEARNING OUTCOMES:

Upon completion of the module, the trainees/ students should be able to

LO 1. Integrate personal objectives with organizational goals

LO 2. Set and meet work priorities

LO 3. Maintain professional growth and development

LO 1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS

ASSESSMENT CRITERIA:
1. Pursue personal growth and work plan towards improving qualifications set for
profession
2. Maintain intrapersonal and interpersonal relationships in the course of managing
self, based on performance evaluation.
3. Commitment to the organization and its goal is demonstrated in the performance
of duties

CONTENTS:
1. Code of conduct and code of ethics
2. Personal hygiene
3. Interpersonal and intrapersonal skills
4. Communication skills
5. Fundamental rights at work
6. Company procedures and standards

CONDITIONS:

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

simulated laboratory room case studies
electronic learning device prints and media
computer
television and video set

METHODOLOGY:
 Video presentation
 Discussion
 Research

ASSESSMENT METHOD:
 Interview - oral
 written
 Observation
LO 2. SET AND MEET WORK PRIORITIES

ASSESSMENT CRITERIA:
1. Completing demands are prioritized to achieve personal, team and organizational
goals and objectives
2. Resources are utilized efficiently and effectively to manage with priorities and
commitments
3. Practice long economic use and maintenance equipment and facilities are followed
as per established procedures.

CONTENTS:
1. Work values and ethics
2. Company policies
3. Company operating procedures and standards
4. Gender and Development
5. Personal Hygiene

CONDITIONS:

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

assessment tools for case simulated laboratory room case studies
studies
electronic learning device prints and media
computer Workplace/ location
assessment
television and video set

METHODOLOGY:
 Lecture/ Discussion
 Research/ project

ASSESSMENT METHOD:
 Interview - oral
 Written
 Portfolio assessment
 Simulation
LO 3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

ASSESSMENT CRITERIA:
1. Trainings and career opportunities are identified and availed of based on job
requirements
2. Recognitions are sought/ received and demonstrated as proof of career
advancement
3. Obtain and renew licenses and/ or certifications relevant to job and career

CONTENTS:
1. Certifications and licenses appreciation
2. Participate in training programs
3. Awards/ rewards

CONDITIONS:

Student/ trainee must be provided with the following:

Materials/ Supplies
Certificates and licenses
pen and paper

METHODOLOGY:
 Film viewing
 Lecture
 Group Discussion
 Research
 Simulated training workshops

ASSESSMENT METHOD:
 Interview - oral
 Written
 Observation
UNIT OF COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND SAFETY
PROCEDURES

MODULE TITLE : PRACTICING OCCUPATIONAL HEALTH AND SAFETY

PROCEDURES

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes
required to comply with the regulatory and organizational
requirements for occupational health and safety such as
identifying, evaluating and maintaining OHS awareness.

NOMINAL DURATION :

CERTIFICATE LEVEL : NCII

PREREQUISITE :

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must be able to:

LO1. Identity hazards and risks

LO2. Evaluate hazards and risks

LO3. Control hazards and risks

LO4. Maintain occupational health and safety awareness

LO1. IDENTIFY HAZARDS AND RISKS

ASSESSMENT CRITERIA:

1. Workplace hazards and risks are identified and clearly explained.

2. Hazards/Risks and its corresponding indicators are identified in with the
company procedures.
3. Contingency measures are recognized and established in accordance with
organizational procedures.

CONTENTS:

1. Hazards and risks identification and control

2. Organizational safety and health protocol
3. Threshold limit value (TLV)
4. OHS indicators

CONDITIONS:

The students/ trainees must be provided with the following:

1. Workplace
2. PPE
3. Learning Guides
4. Hand-outs
• Organizational Safety and Health Protocol
• OHS Indicators
• Threshold Limit Value
• Hazards/Risk Identification and Control
5. CD’s, VHS tapes, transparencies

METHODOLOGIES:

1. Interactive -lecture
2. Simulation
3. Symposium
4. Group Dynamics

ASSESSMENT METHOD:

1. Situation Analysis
2. Interview
3. Practical Exam
4. Written Exam
LO2. EVALUATE HAZARDS AND RISKS

ASSESSMENT CRITERIA:

1. Terms of maximum tolerable limits are identified based on threshold limit

values (TLV)
2. Effects of hazards are determined.
3. OHS issues and concerns are identified in accordance with workplace
requirements and relevant workplace OHS legislation.

CONTENTS:

1. TLV table
2. Phil OHS Standards
3. Effects of hazards in the workplace
4. Ergonomics
5. EGG Regulations

CONDITIONS:

The students/trainees must be provided with the following:

1. Hand outs on
• Phil. OHS Standards
• Effects of hazards in the workplace
• Ergonomics
• EGG regulations
2. TLV Table
3. CD’s, VHS tapes, transparencies

METHODOLOGIES:

1. Interactive -lecture
2. Situation Analysis
3. Symposium
4. Film viewing
5. Group Dynamics

ASSESSMENT METHOD:

1. Interview
2. Written Exam
3. Simulation
LO3. CONTROL HAZARDS AND RISKS

ASSESSMENT CRITERIA:

1. OHS procedures for controlling hazards and risk are strictly followed.
2. Procedures in dealing with workplace accidents, fire and emergencies are followed
in accordance with the organization’s OHS policies.
3. Personal protective equipment is correctly used in accordance with organization’s
OHS procedures and practices.
4. Procedures in providing appropriate assistance in the event of workplace
emergencies are identified in line with the established organizational protocol.

CONTENTS:

1. Safety Regulations
 Clean Air Act
 Electrical and Fire Safety Code
 Waste management
 Disaster Preparedness and Management
2. Contingency Measures and Procedures

CONDITIONS:

The students/trainees must be provided with the following

1. Hand outs on
 Safety Regulations
- Clean Air Act
- Electrical and Fire Safety Code
- Waste management
- Disaster Preparedness and Management
 Contingency Measures and Procedures
2. OHS Personal Records
3. PPE
4. CD’s, VHS tapes, transparencies

METHODOLOGIES:

1. Interactive -lecture
2. Symposium
3. Film Viewing
4. Group Dynamics
5. Self pace

ASSESSMENT METHOD:

1. Written
2. Interview
3. Case/Situation Analysis
4. Simulation
LO4. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS

ASSESSMENT CRITERIA:

1. Procedures in emergency related drill are strictly followed in line with the
established organization guidelines and procedures.
2. OHS personal records are filled up in accordance with workplace
requirements.
3. PPE are maintained in line with organization guidelines and procedures.

CONTENTS:

1. Operational health and safety procedure, practices and regulations

2. Emergency-related drills and training

CONDITIONS:

The students/trainees must be provided with the following:

1. Workplace
2. PPE
3. OHS personal records
4. CD’s, VHS tapes, transparencies
5. Health record

METHODOLOGIES:

1. Interactive -lecture
2. Simulation
3. Symposium
4. Film Viewing
5. Group Dynamics

ASSESSMENT METHOD:

1. Demonstration
2. Interview
3. Written Exam
4. Portfolio Assessment
UNIT OF COMPETENCY : PERFORM WORKPLACE SAFETY PRACTICES

MODULE TITLE : PERFORMING WORKPLACE SAFETY PRACTICES

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes
in following health, safety and security practices. It
includes dealing with emergency situations and
maintaining safe personal standard.

NOMINAL DURATION : 5 Hrs.

CERTIFICATE LEVEL : NC II

PRE-REQUISITE :

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainees/students should be able to:

LO 1. Practice workplace safety, security and hygiene systems, processes and operation

LO 2. Responds appropriately to faults, problems and emergency situations

LO 3. 5’s in workplace

LO 4. Environmental protection awareness

LO 1. Practice workplace safety, security and hygiene systems, processes and
operation

ASSESSMENT CRITERIA:

1. Correct healthy, safety and security procedures are complied in line with the
legislation and regulation

2. Correct health, safety and security procedures are followed.

3. Breaches of health, safety and security procedures are identified.

CONTENTS:

• Health, safety and security procedures

• Breaches procedures

CONDITIONS:

Manuals
Handbook safety and security
Report (sample)

METHODOLOGY:

Self paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS

Written/Oral examination
Practical demonstration
LO 2 Responds appropriately to faults, problems and emergency situations
.

ASSESSMENT CRITERIA:

1. Emergency and potential emergency are recognized and appropriate

action are taken
2. Emergency procedures are followed in line with enterprise
procedures
3. Assistance is sought from colleagues to resolve or respond to
emergency situation
4. Safe personal presentation standard are identified and followed

CONTENTS:

Emergency procedure
 Personal injuries
 Fire
 Electrocution
 Natural calamity
 Criminal acts
Safe personal presentation standard

CONDITIONS:

Emergency procedure manuals

Handbook safety and security
Report
Emergency drills – instruction/guidelines

METHODOLOGY:

Self paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS

Written/Oral examination
Practical demonstration
Observation
LO 3. 5’s in workplace

ASSESSMENT CRITERIA:

1. Follow the principles of FI-FO

2. Set aside everything in its proper place
3. Proper labeling of cabinets/shelves
4. Sweep floor and dust furniture and fixtures

CONTENTS:

 5’s Principles

CONDITIONS:

 soft brooms
 duster
 organizers
 labeling materials
 markers

METHODOLOGY:

Self paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS

Written/Oral examination
Practical demonstration
Observation
LO 4 Environmental protection awareness

ASSESSMENT CRITERIA:

1. Segregates wastes
2. Identify bio-degradable from non-bio-degradable
3. Empties trash regularly
4. Use environmental friendly materials in waste disposal
5. Proper waste disposal

CONTENTS:
 Waste management
 Pollution control
 Effect of pollution
 Types of pollutants

CONDITIONS: Students must be provided with the following

 Modules
 Reference book
 Guidelines on waste disposal
 Flyers/brochures

METHODOLOGY:

Self paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS

Written/Oral examination
Practical demonstration
Observation
UNIT OF COMPETENCY : OBSERVE WORKPLACE HYGIENE PROCEDURES

MODULE TITLE : OBSERVING WORKPLACE HYGIEN PROCEDURES

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes
In observing workplace hygiene procedures.

NOMINAL DURATION : 5 Hrs.

CERTIFICATE LEVEL : NC II

PRE-REQUISITE :

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainees/students should be able to:

LO1 Practice personal grooming and hygiene

LO2 Practice safe and hygienic handling, storage and disposal of food, beverage, and
materials

LO 3 identify and respond to hygienic risk

LO 4 Cleaning and disinfectant

LO1 Practice personal grooming and hygiene

ASSESSMENT CRITERIA:

1. Proper hygiene procedures are followed

2. Personal grooming and hygiene are practice regularly

CONTENTS:

Hygiene procedures
 Proper hand washing
 Regular bathing
 Appropriate and clean clothing
 Cleaning and sanitizing procedures
 Personal hygiene

CONDITIONS:
 Proper hygiene procedure manuals
Soap
Sanitizer
Hygiene products

METHODOLOGY:

Self paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS

Written/Oral examination
Practical demonstration

LO2 Practice safe and hygienic handling, storage and disposal of food, beverage,
and materials

ASSESSMENT CRITERIA:

Proper handling, storage and disposal of food, beverage, and

materials are followed
Proper disposal of waste are hygienically practice regularly
Proper cleaning procedures

CONTENTS:

Hygiene procedures
 Proper food handling and storage
 Correct work practices
 Proper waste disposal
 Personal hygiene
 Pest control
 Principles of HACCP
 CONDITIONS:

Proper hygiene procedure manuals

Soap
Sanitizer
Hygiene products
Proper food handling and storage manual

METHODOLOGY:

Self paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS

Written/Oral examination
Practical demonstration

LO 3 identify and respond to hygienic risk

ASSESSMENT CRITERIA:

Potential hygiene risks are identified

Action to minimize and remove hygiene risk are taken
Hygiene risk beyond the control of individual are reported to proper authority

CONTENTS:

Types of hygiene risks

 Bacteria and contamination
 Inappropriate food handling
 Poor work practices
 Cross contamination
 Disposal of garbage or potentially contaminated waste

CONDITIONS:
 Proper hygiene procedure manuals
Soap
Sanitizer
Hygiene products

METHODOLOGY:

Self paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS

Written/Oral examination
Practical demonstration

LO 4 Cleaning and disinfectant

ASSESSMENT CRITERIA:

1. Identify and use proper cleaning materials

2. Follow proper cleaning procedures
3. Use proper disinfectants

CONTENTS:

 Different cleaning materials

 Cleaning procedures
 Cleaning Guidelines
CONDITIONS:

Proper hygiene procedure manuals

Soap
Sanitizer
Hygiene products
 METHODOLOGY:

Self paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS

Written/Oral examination
Practical demonstration

UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

MODULE TITLE : DEVELOPING AND UPDATE INDUSTRY

KNOWLEDGE

MODULE DESCRIPTOR : This module covers the knowledge, skills and

attitudes required to access, increase and update
industry knowledge .

NOMINAL DURATION : 5 Hrs.

CERTIFICATE LEVEL : NC II

PRE-REQUISITE :

SUMMARY OF LEARNING OUTCOMES:

 Upon completion of this module, the trainees/students should be able to:

LO1. identify and access key resources of information on the industry

LO2. access , apply and share industry information

LO 3 update continuously relevant industry knowledge

LO1 Identify and access key resources of information on the industry

ASSESSMENT CRITERIA:

Sources of information on the industry are correctly identified and accessed

Specific information on sector of work is accessed and updated

CONTENTS:

Information sources
 media
 reference book
 libraries
 union
 industry association
 internet
 personal observation

CONDITIONS:
 Proper hygiene procedure manuals
internet
personal computer
reference book
industry journals

METHODOLOGY:

Self paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS

Written/Oral examination
Practical demonstration

LO2. Access , apply and share industry information

ASSESSMENT CRITERIA:

Sources of information on the industry are accessed and applied

Industry information is correctly applied to day-to-day activity
Information to assist effective work performance is obtained

CONTENTS:

Trade unions environmental issues and requirements

Industrial relations issues and major organization
Career opportunities
Work ethic required to work in the industry
Quality assurance

CONDITIONS:
 Industry journals/manuals
internet
personal computer
reference book

METHODOLOGY:

Self paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS

Written/Oral examination
Practical demonstration

LO 3 update continuously relevant industry knowledge

ASSESSMENT CRITERIA:

Updated knowledge is shared with customer and colleagues

Formal and informal research is use to update general knowledge of the industry

CONTENTS:

Information sources
 media
 libraries/reference book
 union/industry association
 internet
Legislation that affects the industry

CONDITIONS:

internet
personal computer
 reference book

METHODOLOGY:

Self paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS

Written/Oral examination
Practical demonstration

UNIT OF COMPETENCY : PERFORM COMPUTER OPERATIONS

MODULE TITLE : Performing Computer Operations

MODULE DESCRIPTION : This module covers the knowledge, skills and attitudes
needed to perform computer operations. This includes in
putting, accessing, producing and transferring data using
appropriate hardware and software.
:
SUGGESTED DURATION 40 hrs

LEVEL OF : NC II
QUALIFICATION
PREREQUISITE :
SUMMARY OF LEARNING OUTCOMES:

At the completion of the module the trainees/students should be able to:

LO1. Plan and prepare the task to be undertaken

LO2 Input data into the computer

LO3. Access information using computer

LO4. Produce output data using computer system

LO5. Maintain computer equipment and system

LO1: PLAN AND PREPARE THE TASK TO BE UNDERTAKEN

ASSESSMENT CRITERIA:

 Requirements of the task undertaken are determine and properly

understood
 Appropriate hardware and software is selected in accordance with the
task assigned and required outcome
 Planned tasked conformed with the OHS guidelines and procedures

CONTENTS:

 Types of computers and basic features of different operating systems

 Plain parts of a computer
 Storage devices and basic categories of memory
 Types of software
 Computer capacity
 OHS Guidelines
  Computer Capacity

CONDITION:

The trainees/students must be provided with the following:

 Equipment and Accessories

- personal computer
- network system
- communication equipment
- printer
- scanner
- keyboard
- mouse

 Supplies and Materials

- office supplies
- diskettes
- CDs
- Zip disks

 Tools
- Set of screw driver

 Learning Materials
- Learning elements/activity sheets
- Manufacturer’s manual

LO2: INPUT DATA INTO THE COMPUTER

ASSESSMENT CRITERIA:

 Entered data into the computer using appropriate program/application is

in accordance with company procedures

 Accuracy of information is checked in accordance with the standard

operating procedures

 Information is saved in accordance with the standard operating

procedures

 Inputted data that are stored in the storage media are in accordance
with the requirements

 Work is performed within the ergonomic guidelines

CONTENTS:
  Standard operating procedures in entering and saving data into the
computer
 Storage media
 Ergonomic guidelines

CONDITION:

The trainees/students must be provided with the following:

 Equipment and Accessories

- personal computer
- network system
- communication equipment
- printer
- scanner
- keyboard
- mouse
 Supplies and Materials
- office supplies
- diskettes
- CDs
- Zip disks
 Tools
- Set of screw driver
 Learning Materials
- Learning elements/activity sheets
- Manufacturer’s manual
LO3: ACCESS INFORMATION USING COMPUTER

ASSESSMENT CRITERIA:

 Correct program/application is selected based on job requirements

 Program/application containing the information required is accessed in

accordance with the company procedures

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

 Keyboard techniques is carried out in line with OHS requirements for

safe use of keyboards

CONTENTS:

 Procedures/Techniques in Accessing Information

 Desktop Icons

 Keyboard Techniques Based on OHS Requirements

CONDITION:

The trainees/students must be provided with the following:

 Equipment and Accessories

- personal computer
- network system
- communication equipment
- printer
- scanner
- keyboard
- mouse

 Supplies and Materials

- office supplies
- diskettes
- CDs
- Zip disks

 Tools
- Set of screw driver

 Learning Materials
- Learning elements/activity sheets
- Manufacturer’s manual
LO4: PRODUCE OUTPUT DATA USING COMMUNICATION SYSTEM

ASSESSMENT CRITERIA:

 Entered data is processed using appropriate software commands

 Printed out data as required using computer hardware/peripheral

devices is in accordance with standard operating procedures

 Transferred files/data between compatible systems using computer

software, hardware/peripheral devises is in accordance with standard
operating procedures

CONTENTS:

 Software Commands

 Operation and Use of Peripheral Devices

 Procedures in Transferring Files/Data

CONDITION:

The trainees/students must be provided with the following:

 Equipment and Accessories

- personal computer
- network system
- communication equipment
- printer
- scanner
- keyboard
- mouse

 Supplies and Materials

- office supplies
- diskettes
- CDs
- Zip disks

 Tools
- Set of screw driver

 Learning Materials
- Learning elements/activity sheets
- Manufacturer’s manual
LO5: MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS

ASSESSMENT CRITERIA:

 Cleaning, minor maintenance and replacement of consumables are

implemented in accordance with standard operating procedures

 Procedures for ensuring security of data including regular back-ups and

virus checks are implemented in accordance with standard operating
procedures

 Basic file maintenance procedures are implemented in line with the

standard operating procedures

CONTENTS:

 Cleaning, Minor Maintenance and Replacements of Consumables

 Creating More Space in the Hard Disk
 Reviewing Programs
 Deleting Unwanted Files
 Checking Hard Disk for Errors
 Viruses and Up to Date Anti-Virus Programs

CONDITION:

The trainees/students must be provided with the following:

 Equipment and Accessories

- personal computer
- network system
- communication equipment
- printer
- scanner
- keyboard
- mouse

 Supplies and Materials

- office supplies
- diskettes
- CDs
- Zip disks

 Tools
- Set of screw driver

 Learning Materials
- Learning elements/activity sheets
- Manufacturer’s manual
UNIT OF COMPETENCY : PROVIDE EFFECTIVE CUSTOMER SERVICE

MODULE TITLE : Providing Effective Customer Service

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitude
in providing effective customer service.

NOMINAL DURATION : 24 hrs.

CERTIFICATE LEVEL :

PREREQUISITE :

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must be able to:

LO 1 Apply effective verbal and non-verbal communication skills to respond to

customer needs

LO 2 Provide prompt and quality service to customer

LO 3 Handle queries through telephone, fax machine, internet and e-mail

LO 4 Handle customer complaints, evaluation and recommendations

LO 1 Apply effective verbal and non-verbal communication skills to respond to
customer needs

ASSESSMENT CRITERIA:

1. Standard Operating Procedures (SOP) when greeting the guest were followed
2. Information were properly disseminated
3. Use interactive communication with others

CONTENTS:

1. Personality development and public relations

2. Basic oral communication/ writing memos and letters
3. Preparing job documentation
- Following instructions
- Filling-out forms

CONDITIONS: Students/Trainees must be provided with the following:

Tools Equipment Materials

Recorder Video Camera recorder V8 tape
Microphone Television CD
Full-body mirror VHS/DVD Player Make=up kit
Company dress References:
Books, brochures,
manuals

Methodology :

 Modular (self-pace learning)

 Electronic Learning
 Industry Immersion
 Demonstration
 Film-viewing

Assessment Method:

 Interview (oral/questionnaire)
 Observation
 Demonstration of Practical Skills
LO 2 Provide prompt and quality service to customer

ASSESSMENT CRITERIA:

1. Customer needs were assessed according to relationships between food and

religion, gender, folkways, mores and life-cycle
2. Communication standards in customer service were followed
3. Identified opportunities to enhance the quality of services and products were
implemented
4. Time management

CONTENTS:

1. Food and culture

2. Exploration of food trends
- Past, present and future trend
3. Communication standards in customer service

CONDITIONS: Students/Trainees must be provided with the following:

Tools Equipment Materials

Recorder Video Camera recorder V8 tape
Microphone Television CD
Full-body mirror VHS/DVD Player Make=up kit
Company dress References:
Books, brochures,
manuals

Methodology :

 Modular (self-pace learning)

 Electronic Learning
 Industry Immersion
 Demonstration
 Film-viewing

Assessment Method:

 Interview (oral/questionnaire)
 Observation
 Demonstration of Practical Skills
LO 3 Handle queries through telephone, fax machine, internet and e-mail

ASSESSMENT CRITERIA:

1. Applied telephone ethics

2. Applied correct procedure in using telephone, fax machine and internet
3. Daily report is accomplished according to company rules and regulations

CONTENTS:

1. Uses of telephone, fax machine, internet and e-mail

2. Telephone and electronic mail ethics
3. Procedures in handling queries

CONDITIONS: Students/Trainees must be provided with the following:

Tools Equipment Materials

Recorder Video Camera recorder V8 tape
Microphone Television CD
Full-body mirror VHS/DVD Player Make=up kit
Company dress Fax machine References:
Computer with printer Books, brochures,
and internet connection manuals

Methodology :

 Modular (self-pace learning)

 Electronic Learning
 Industry Immersion
 Demonstration
 Film-viewing

Assessment Method:

 Interview (oral/questionnaire)
 Observation
 Demonstration of Practical Skills
LO 4 Handle customer complaints, evaluation and recommendations

ASSESSMENT CRITERIA:

1. Interview skills
2. Skills in handling customer complaints
3. Guidelines in handling complaints were identified
4. Complaints were evaluated and resolved based on its nature, details and degree
of liability

CONTENTS:

1. Guidelines in handling complaints

2. Procedures in responding and resolving complaints

CONDITIONS: Students/Trainees must be provided with the following:

Tools Equipment Materials

Recorder Video Camera recorder V8 tape
Microphone Television CD
Full-body mirror VHS/DVD Player Make=up kit
Company dress Fax machine References:
Computer with printer Books, brochures,
and internet connection manuals

Methodology :

 Modular (self-pace learning)

 Electronic Learning
 Industry Immersion
 Demonstration
 Film-viewing

Assessment Method:

 Interview (oral/questionnaire)
 Observation
 Demonstration of Practical Skills
UNIT OF COMPETENCY : PROVIDE A LINK BETWEEN KITCHEN AND
SERVICE AREA

MODULE TITLE : Providing a link between kitchen and service area

MODULE DESCRIPTION : This module deals with knowledge, skills and attitude in
liasing between kitchen and service areas, cleaning
and clearing food service areas.

SUGGESTED DURATION : hrs

LEVEL OF QUALIFICATION : NC II

PREREQUISITE :

SUMMARY OF LEARNING OUTCOMES:

At the completion of the module the trainees/students should be able to:

LO 1 Liase between kitchen and service areas

LO 2 Clean and clear food service area

LO 1 Liase between kitchen and service areas

ASSESSMENT CRITERIA:

1. Kitchen service points were attended to and monitored to ensure prompt pick
up for food items based on establishment policy
2. Quality of food was checked in accordance with establishment standards
3. Service ware was checked for chips, marks, spills, and drips
4. Plates and/or trays are carried out safely
5. Food is transferred and placed promptly at the appropriate service point in
accordance with safety requirements
6. Colleagues were advised promptly regarding readiness of items for service
7. Traditional items required from the kitchen were identified through monitoring of
service areas and consultation with other service colleagues

CONTENTS:

Workflow structures within a food and beverage service location

Communication and interpersonal skills
Roles and responsibilities in the food service team

CONDITION:
The trainee / student must be provided with the following:
Table and chairs
Dinner fork
Table cloth
Table napkin
Teaspoon
Glasswares
Condiment
Water goblet
Sugar bowl / creamer
Cup and saucer
Flower arrangement (fresh/artificial)
Dinner knife
Ashtray
Tray
Plates
Linens
Service wares
METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration

ASSESSMENT METHOD:
Oral examination
Written examination
Performance test
LO 2 Clean and clear food service area

ASSESSMENT CRITERIA:

1. Used items were properly removed from service areas and safely transferred to
the appropriate location for cleaning
2. Leftover food and disposables are disposed of in accordance with hygiene
regulations

CONTENTS:

Hygienic and appropriate personal presentation

Legislation on OH & S and food hygiene

CONDITION:
The trainee / student must be provided with the following:
Table and chairs
Dinner fork
Table cloth
Table napkin
Teaspoon
Glasswares
Condiment
Water goblet
Sugar bowl / creamer
Cup and saucer
Flower arrangement (fresh/artificial)
Dinner knife
Ashtray
Tray
Plates
Linens
Service wares

METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration

ASSESSMENT METHOD:
Oral examination
Written examination
Performance test
UNIT OF COMPETENCY : PROVIDE FOOD AND BEVERAGE SERVICE

MODULE TITLE : Providing food and beverage service

MODULE DESCRIPTION : This module deals with knowledge, skills and attitude in
preparing dining/restaurant area for service, preparing
and setting tables, welcoming customers, taking and
processing orders, serving and clearing food and
drinks, closing down restaurant/dining area.

SUGGESTED DURATION : 80 hrs

LEVEL OF QUALIFICATION : NC II

PREREQUISITE :

SUMMARY OF LEARNING OUTCOMES:

At the completion of the module the trainees/students should be able to:

LO 1 Prepare dining/restaurant area for service

LO 2 Prepare and set tables

LO 3 Welcome customers

LO 4 Take and process orders

LO 5 Serve and clear food and drinks

LO 6 Close down restaurant/dining area

LO 1 Prepare dining/restaurant area for service

ASSESSMENT CRITERIA:

1. Table appointment is prepared before setting the table

2. All pre-set equipment / utensils must be immaculately clean sanitized

with sanitizing detergent

3. Sanitized equipment / utensils are wiped dry and free from spots or
water marks

4. Linen in fresh, clean and without spots on stains and not wrinkled

5. Place mat are clean and without odor

6. No wobbly tables or chairs

7. No damaged time of cutlery

8. Verifies menu variation and daily specials with kitchen staff

CONTENTS:
Preparation of service equipment / utensils and supplies
Cleanliness and condition of equipment / utensils and supplies

CONDITIONS:
The trainee/student must be provided with the following:

Tables and chairs

Glassware
Dinner fork
Dinner spoon
Table cloth
Table napkin
Teaspoon
Menu and wine list
Flower arrangement (artificial/fresh)
Dinner knife
Ashtray
Trays
Plates
Cutlery
Crockery
Linen
Condiments
Cash register
Coffee maker
LO 2 Prepare and set tables

ASSESSMENT CRITERIA
1. Standard of Table Set - Up
A. Completeness:
 All needed utensils are set up the table prior to serving orders.
Coffee tea must go with sugar and milk / creamer
 Place mat is set up when the table is not covered with table cloth. It
is a placed at the center of the cover.
 Require condiments as stated in the event order are available and
properly installed before the start of the function.
 Client requirements as stated in the event order are available and
properly installed before the start of the function
 If – pre – set up is made, the additional cutlery are completed prior to
serving orders
B. Balance and Uniformity:
 Even spacing between chairs and cover.
 Cutlery are space at least ½ inch from the edge of the table
 Same utensils is set up for the same order
 Cutlery are aligned properly with the same distance from the edge of
the table
C. Order:
 All service utensils are placed on the appropriate side of the cover.
 The glasses cups, savers, spoon, knife and cocktail fork are on the
right side
 Fork and side dishes are on the left side
 Folded paper napkin on the left side under the fork
 Water glass is set on the right side about an inch on top of the knife
 Required condiments as well as flower base are placed at the center
of the table.
 The cutlery are arranged in proper sequence following the order by
which they will be served
D. Eye Appeal
 Presidential and buffet table are skirted for banquet functions
 Appropriate color combination are used
 No eye sore is seen in the dining area
 Appropriate center piece and other desert are provided for
E. Time Lines:
 Set – up is completed on time at least thirty minutes prior to start the
operation on banquet functions

CONTENT:
Completeness of table set-up
Balance and Uniformity of utensils used
Order of the utensils
Eye appeal
Timeliness
CONDITION:
The trainee / student must be provided with the following:
Table and chairs
Dinner fork
Table cloth
Table napkin
Teaspoon
Glasswares
Condiment
Water goblet
Sugar bowl / creamer
Cup and saucer
Flower arrangement (fresh/artificial)
Dinner knife
Ashtray
Tray
Plates
Linens
Service wares

METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration

ASSESSMENT METHOD:
Oral examination
Written examination
Performance test
LO 3 Welcome customers

ASSESSMENT CRITERIA:

1. Lead the customer towards the table

2. Walk a little a head of customer when escorting

3. Endorsed them to the captain or waiter and assist them in getting seated according to
table allocation

4. Captain or waiter pulled the chair for the lady and assist her in getting seated

5. Presented menu and drink lists

CONTENTS:
Welcoming / greeting the guest protocol
Steps procedure and rationale in seating the guest

CONDITION:
The trainees / students must be provided with the following:

Guidelines
Company rules and regulations
Simulated environment

METHODOLOGY

Lecture
Discussion
Demonstration
Video presentation

ASSESSMENT METHOD

Return demonstration
Observation
Oral/written examination
 LO 4 Take and process orders

ASSESSMENT CRITERIA:

1. orders are taken and recorded accurately with minimal disruption to customers
2. Recommendations and suggestions are made to assist customers with drink
and meal selections
3. Customer questions on menu items are answered correctly and courteously in
accordance with enterprise policy
4. Information about any special requests, dietary or cultural requirements are
relayed accurately to kitchen where appropriate
5. Ordering systems were operated correctly in accordance with establishment
procedures
6. Glassware, service ware and cutlery suitable for menu choices are provided
and adjusted in accordance with establishment procedures
CONTENT:
Take food / beverage order
Present the menu to guests

CONDITION:

The trainee/student must be provided with the following:

Menu cards
Order pad / slip
Pen
METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration

ASSESSMENT METHOD:
 Written / Oral test
 Practical test
LO 5 Serve and clear food and drinks

ASSESSMENT CRITERIA:

1. Food and beverage collections were collected promptly from service areas,
checked for presentation and conveyed to customers safely
2. Flow of service and meal delivery is monitored in accordance with enterprise
procedures
3. Delays of deficiencies in service were recognized and followed up promptly based
on enterprise policy
4. Food and beverage were served courteously in accordance with establishment
standards and hygiene requirements
5. Additional food and beverage were offered and served at the appropriate times
6. Tables were cleared of crockery, cutlery and glassware at the appropriate time and
with minimal disruption to customers
7. Accounts were organized, presented and processed in accordance with
establishment procedures
8. Bid goodbye to guests courteously from the restaurant/dining area and table
appointments are re-set

CONTENTS:

Sequence table serving ( a la carte, la carte fine dining with wine service
Safety practices and precautionary measures in serving guest orders
Bussing and cleaning the table

CONDITION:
The trainee/student must be provided with the following:
Guidelines
Instructions
Hotel & Restaurant rules and regulation
Table and chairs
Trays
Condiments
Ashtrays
Shakers
Flower base
Table napkins
Glassware
Able cloth
Chinaware
Flatware
 METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration

ASSESSMENT METHOD:
Written / Oral test
Practical test
LO 6 Close down restaurant/dining area

ASSESSMENT CRITERIA:

1. Equipment were stored and/or prepared for the next service in accordance with
establishment procedures

2. Restaurant/dining area was cleared, cleaned or dismantled in accordance with

establishment procedures and safety requirements

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

4. Services was reviewed and evaluated with colleagues identifying possible

improvements

CONTENTS:
Procedures in re-setting tables
Safety practices in resetting the table

CONDITION:
The trainee/student must be provided with the following:
Trays
Flat wares
Table cloth
Table and chairs
Side towel
Glass ware
Ashtray
Condiments
Flower base

METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration

ASSESSMENT METHOD:
Written / Oral test
Practical test
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 :

CERTIFICATE LEVEL : NATIONAL CERTIFICATE LEVEL II

PRE-REQUISITE :

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/ student must be able to:

LO 1. Take and process room service orders

LO 2. Set-up trays and trolleys

LO 3. Present room service meals and beverages to guest

LO 4. Present room service accounts

LO 5. Clear room service area

LO 1. TAKE AND PROCESS ROOM SERVICE ORDERS

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

CONTENT:
1. Taking room service orders

CONDITIONS:

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

Telephone Pen and paper
Guidelines
Instructions

METHODOLOGY:

 Modular (self-paced)
 Electronic learning
 Industry Immersion
 Film viewing
 Demonstration
 Discussion

ASSESSMENT METHOD:

 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination
LO 2 SET-UP TRAYS AND TROLLEYS

ASSESSMENT CRITERIA:
1. Prepare food and beverage items in accordance to establishment standards
2. Prepare general service equipments according to establishment standards
3. Set up trolleys and trays for variety of meals in accordance to set-up presentation
and establishment standards
4. Selects and checks equipment and materials for cleanliness and damages
5. Food and beverages are promptly collected based on establishment procedures
6. Checks orders before leaving the kitchen for delivery

CONTENT:
1. Equipment and material selection and set-up

CONDITIONS:

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

butlers Trolley hand towels
condiments pen and paper
cutlery beverages
glassware

METHODOLOGY:

 Modular (self-paced)
 Industry Immersion
 Film viewing
 Demonstration
 Discussion

ASSESSMENT METHOD:

 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination
LO 3. PRESENTS ROOM SERVICE MEALS AND BEVERAGES TO GUESTS

ASSESSMENT CRITERIA:
1. Knocks guest’s room courteously
2. Greets guest upon entry of the room in accordance to establishment’ standards
3. Consults guest as to where the tray is laid or where to position trolley inside the
room

CONTENT:
1. Room service meal delivery and serving

CONDITIONS:

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

trays trolleys linen
toasters glassware
warming equipment/ lids table appointments

METHODOLOGY:

 Modular (self-paced)
 Industry Immersion
 Film viewing
 Demonstration
 Discussion

ASSESSMENT METHOD:

 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination
LO 4. PRESENT ROOM SERVICE ACCOUNTS

ASSESSMENT CRITERIA:
1. Check guest account accurately
2. Presents account in accordance to establishments’ procedures
3. Presents cash payment to cashier for processing in accordance to establishments’
guidelines
4. Presents charge accounts to guest for signing based on establishments’
procedures

CONTENT:
1. Billing of guest

CONDITIONS:

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

Pen and paper
Cashier’s receipt
guidelines
instructions

METHODOLOGY:

 Modular (self-paced)
 Industry Immersion
 Film viewing
 Demonstration
 Discussion

ASSESSMENT METHOD:

 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination
LO 5. CLEAR ROOM SERVICE AREA

ASSESSMENT CRITERIA:
1. Checks and clear floors in accordance with establishment’s policy and guidelines
2. Returns trays and trolleys to the room service in accordance to company
procedures
3. Re-stocks food and beverage and equipments in accordance to establishment’s
policy

CONTENT:
1. Clean room service area

CONDITIONS:

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

trays trolleys linens
toasters table appointments
warming equipments glassware

METHODOLOGY:

 Modular (self-paced)
 Industry Immersion
 Film viewing
 Demonstration
 Discussion

ASSESSMENT METHOD:

 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination
UNIT OF COMPETENCY : DEVELOP AND UPDATE FOOD AND BEVERAGE
KNOWLEDGE

MODULE TITLE : Developing and updating food and beverage

knowledge

MODULE DESCRIPTOR :
This module covers the knowledge, skills and attitude
required in researching general information on food
and beverage cocktails, and sharing in

NOMINAL DURATION :

CERTIFICATE LEVEL : NATIONAL CERTIFICATE LEVEL II

PRE-REQUISITE :

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/ student must be able to:

LO 1 Research general information on food and beverage cocktails

LO 2 Share information with customers

LO 1 Research general information on food and beverage cocktails

ASSESSMENT CRITERIA:

1. Required information was identified based on daily activities associated with the
job
2. Suitable sources were identified based on the required information on food and
beverage
3. Current knowledge of food and beverage were offered and recommended when
appropriate
4. Responded courteously and correctly to customer questions on menus and
drink lists

CONTENTS:

Past and current trend in food and beverage

Types of food and beverage
Special dietary requirements
Special cultural needs

CONDITION:
The trainee / student must be provided with the following:

Food and beverage reference books

Recipes and menus
Internet
Trade shows and exhibitions
Food and cooking demonstrations
Menu card

METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration

ASSESSMENT METHOD:
Oral examination
Written examination
Performance test
LO 2 Share information with customers

ASSESSMENT CRITERIA:

1. Assistance to customers on selection of food and beverage items was provided

base on enterprise policy
2. Suitable combinations of food and beverages were offered and recommended
when appropriate
3. Responded courteously and correctly to customer questions on menus and
drink lists

CONTENTS:

Appropriate combinations of food and beverage based on the following:

- Customer preferences
- Traditional combinations of foods and beverages
- Special dietary requirements
- Special cultural needs
National/local Act related to service of food and beverage

CONDITION:
The trainee / student must be provided with the following:

Food and beverage reference books

Recipes and menus
Internet
Trade shows and exhibitions
Food and cooking demonstrations
Menu card

METHODOLOGY:
Lecture
Discussion
Film viewing
Demonstration

ASSESSMENT METHOD:
Oral examination
Written examination
Performance test