cutomer satisfaction

SESSION PLAN

Sector : Tourism (Hotel and Restaurant)
Qualification Title/Level : Food & Beverage Service NC II
Unit of Competency : Provide Food and Beverage Service
Module Title : Providing Food and Beverage Service

Learning Outcomes: LO1. Prepare dining/restaurant area for service

LO2. Prepare and set table
LO3. Welcome customers/guest
LO4. Take and process orders
LO5. Serve and clear food and drinks
LO6. Close down restaurant/ dining area? A. INTRODUCTION

This unit deals with the skills and knowledge required for food and beverage Receptionist to welcome customers / guest in a commercial restaurant or accommodation establishments.

B. LEARNING ACTIVITIES

LO 3: WELCOME CUSTOMERS/GUESTS
Learning Content
Method
Presentation
Practice
Feedback
Resources
Time
1.Welcoming / greeting the guest protocol

Modular; Self-Paced;
Role Play;
Demons-tration
Read Information Sheet No.
2.3-1 on
Welcoming / Greeting the Guest Protocol.

Answer the Self-Check 2.3-1;
Perform Task Sheet 2.3-1 on how to welcome/greet the guest protocol
Compare answers with Answer Key
2.3-1;
Trainee evaluates output using Performance Criteria Checklist Task Sheet No. 2.3-1
CBLM on Providing Food and Beverage Service

Materials:
Menu/Beverage Lists; Logbook; Table and Chairs

8 Hrs.
2.Steps, procedures and rationale in seating the guest;

Modular; Self-Paced;
Role Play; and
Demons-tration

Read Information Sheet No. 2.3-2 on steps, procedures and rationale in seating the guest.
Answer the Self-Check 2.3-2; Perform Task Sheet No. 2.3-2
Steps, procedures and rationale in seating the guest.
Compare answers with Answer Key
2.3-2;
Trainee evaluates output using Perfor-mance Criteria Checklist Task Sheet No. 2.3-2a.
CBLM on Providing Food and Beverage Service

Menu / Beverage List;
Pen;
Tables
Chairs;
Lounge Area

8 hrs.