Scribd
Upload
38 views4 pages

Study Guide Template Edited

Uploaded by

Fatima Nicole Coquilla
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
38 views4 pages

Study Guide Template Edited

Uploaded by

Fatima Nicole Coquilla
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 4

STUDY GUIDE

Food and Beverage Services NC II


Blended Learning
(356 hours)

Prepared by: Name of Instructor

INTRODUCTION
This course is design to enhance the knowledge, skills and attitudes in FOOD AND BEVERAGE SERVICES
NC II in accordance with industry standards. It covers the basic, common and core competencies
required in the delivery of food and beverage service in various foodservice facilities. It covers the core
competencies on preparing the dining room for service, welcoming guests and taking food and beverage
orders, promoting food and beverage pro0ducts, providing food and beverage service to guests,
providing room service, and receiving and handling guest concerns.

OBJECTIVES
At the end of this module, you should be able to:
1. Prepare the dining room/restaurant area for service
2. Welcome guests and take food and beverage orders
3. Promote food and beverage products
4. Provide food and beverage services to guests
5. Provide room service
6. Receive and handle guest concerns

KEY CONCEPTS
Unit 1. Prepare the dining room/restaurant area for service
 Take table reservation
 Prepare service stations and equipment
 Set-up the tables in the dining area
 Set the mood/ambiance of the dining area

Unit 2. Welcome guests and take food and beverage orders


 Welcome and greet guests
 Seat the guest
 Take food and beverage orders
 Liaise between kitchen and service areas

Unit 3. Promote food and beverage products


 Know the product
 Undertake suggestive selling
 Carry out upselling strategies

Unit 4. Provide food and beverage services to guests


 Serve food orders
 Assist the diners
 Perform banquet or catering food service
 Serve beverage orders
 Process payments and receipts
 Conclude food service and close down dining area
 Manage intoxicated persons

Unit 5. Provide room service


 Take and process room service orders
 Set up trays and trolleys
 Present and serve food and beverage orders to guests
 Present room service account
 Clear away room service equipment

Unit 6. Receive and handle guest concerns


 Listen to the complaint
 Apologize to the guest
 Take proper action on the complaint
 Record complaint

LEARNING RESOURCES
1. Self-paced Learning Materials uploaded in LMS (Interactive Book-type lessons, Modules and online
presentations, etc.)
2. Webinars
3. Demonstrations
4. Lectures
5. Task Sheets and Performance Criteria Checklist

STUDY QUESTIONS
Unit 1. Prepare the dining room/restaurant area for service
1. What is the importance of proper table setting?
2. What are the different types of table settings and when are they used?
3. What factors should be considered when choosing table linen and glassware?
4. What are the essential tasks involved in preparing a dining area for service?
5. How do you ensure the cleanliness and sanitation of the dining area?

Unit 2. Welcome guests and take food and beverage orders


1. What is the importance of a warm and friendly greeting?
2. How can you create a positive first impression on guest?
3. How should you address guests, especially if you don’t know their names?
4. What are some tips for escorting guests to their table?
5. What are the steps involved in taking a food and beverage order?
6. How can you effectively present the menu to guests?
7. How can you upsell and cross-sell items to increase revenue?
8. How can you handle special requests or dietary restrictions?
9. What is the importance of active listening when taking orders?
10. How can you maintain a professional demeanor, even in stressful situations?

Unit 3. Promote food and beverage products


1. What are the key features and benefits of the food and beverage products you are promoting?
2. How do these products differ from competitor’s offerings?
3. What are the basic principles of suggestive selling?
4. How can you effectively upsell and cross-sell to increase revenue?
5. How can you build rapport with customers and establish trust?
6. What is the importance of active listening in the sales process?
7. What is the importance of good communication skills in promoting products?

Unit 4. Provide food and beverage services to guests


1. What is some basic wine-pairing tips?
2. How do you accurately take food and beverage order, including any special requests or
modifications?
3. What is the proper way to serve food and beverages to guests?
4. How can you provide excellent customer service to enhance the dining experience?
5. What are the key elements of a positive customer interaction?

Unit 5. Provide room service


1. What are the different types of room service?
2. What are the key factors to consider when setting up a room service?
3. How can you ensure the timely and efficient delivery of room service orders?
4. What are the standard procedures for taking and processing room service orders?
5. How do you handle special requests and dietary restrictions for room service orders?
6. How should you greet a guest upon entering their room?
7. How do you ensure the presentation of food and beverages is appealing?
8. What are the steps involved in clearing a room service tray after the guest has finished?

Unit 6. Receive and handle guest concerns


1. How can you use verbal and nonverbal communication to show empathy and understanding?
2. How can you handle difficult customers with tact and professionalism?
3. When should you involve a supervisor or manager to assist with a guest complaint?
4. Why is it important to follow up with guests after resolving their concerns?
5. How can you use feedback from guest concerns to improve service?
6. How can you use guest feedback to build customer loyalty?

ACTIVITIES (Include Online and Offline activities)

A. Online Activities
1.
2.
3.

B. Offline Activities
1.
2.
3.

STUDY SCHEDULE
Please refer to the schedule for your reference
DATE/PERIOD TOPICS ACTIVITY VENUE AND NO OF
TIME HOURS
Orientation
about Food
and Beverage
Services NC II

REFERENCES:

You might also like