SELF-ASSESSMENT

GUIDE
 TESDA-OP-QSO-02-F07
Rev. 00-03/01/17

FBS 0 0 0
Reference. No. 2 3 0 4 1 0 2 1 4

SELF-ASSESSMENT GUIDE
Qualification: FOOD AND BEVERAGE SERVICES NC II
 Prepare Dining Room / Restaurant Area for Service
 Welcome Guests and Take Food Orders
Units of  Promote Food and Beverage Products
Competencies  Provide Food and Beverage Services to Guest
covered :  Provide Room Service
 Receive and Handle Guest Concerns
Instruction:
 Read each of the questions in the left-hand column of the chart.
 Place a check in the appropriate box opposite each question to
indicate your answer.

Can I? YES NO

Prepare Dining Room / Restaurant Area for Service

 Answer phone and inquiries promptly,

clearly and accurately*
 Ask pertinent questions to complete the details of
the reservation and record reservations data
accurately on forms based on establishment’s
standards*
 Record reservations data on forms accurately based
on
establishment’s standards
 Repeat and confirm details of the reservations with
the party making the reservation*
 Provide additional information about the
foodservice establishment when necessary
 Stock service or waiter’s stations with supplies
necessary for service*
 Clean and wipe all tableware and dining
roomequipment and put in their proper places*
 Put up special tent cards and similar special
displays for promotion.
 Check cleanliness and condition of all tables,
tableware and dining room equipment*

 Fill water pitchers and ice buckets*

 Turn on and keep ready electrical appliance or

equipment like coffee pots, tea pots, plate warmers
etc. in the dining area*
TRSFBS213-0415 1
Food and Beverage Service NC II
 Refill condiments and sauce bottles and wipe the
necks and tops of the bottles
 Set table according to the standards of the food
service establishment*
 Set covers correctly according to the pre-
determined menu, in cases of pre-arranged or fixed
menus *
 Wipe and polish tableware and glassware before
they are set on the table*
 Folds cloth napkins properly and lays them
appropriately on the table according to napkin
folding style *
 Skirt properly buffet or display tables taking into
account symmetry, balance and harmony in size
and design
 Adjust lights according to time of the day

 Arrange tables, chairs and other dining room

furniture to ensure comfort and convenience of
the guests
 Play appropriate music when applicable

 Clean floors/carpets and makes sure that all are dry

 Adjust air-condition or cooling units for the

comfort of the guests
 Set-up decorations according to theme or
concept of the dining room.

Welcome and Take Food and Beverage Orders

 Acknowledge guests as soon as they arrive*

 Greet the guest with an appropriate welcome*

 Check details of reservations based on established

standard policy*

 Escort and seat guests according to table allocations*

 Utilize tables according to the number of party.

 Seat guests evenly among stations to control the

traffic flow of guests in the dining room.

 Open table napkins for the guests when applicable*

 Serve water when applicable, according to the

standards of the food service facility*
 Present guests the menu according to established
standard practice*

TRSFBS213-0415 2
Food and Beverage Service NC II
 Take orders completely in accordance with the
establishment’s standard procedures*

 Note special requests and requirements accurately*

 Repeat back orders to the guests to confirm items*

 Provide appropriate tableware and cutlery for

the menu choices and adjusts in accordance
with establishment procedures*

 Place order and send to the kitchen/bar promptly

 Check quality of food in accordance with

establishment standards
 Check tableware for chips, marks, cleanliness,
spills, and drips

 Carry out plates and/or trays safely.*

 Advise colleagues promptly regarding readiness of

items for service
 Relay accurately Information about special
requests, dietary or cultural requirements to kitchen
where appropriate
 Observe work technology according to
establishment standard policy and procedures

Promote Food and Beverage Product

 Master names and pronunciations of dishes in the

menu
 Memorize ingredients of dishes*

 Know sauces and accompaniments by heart

 Study descriptions of every item in the menu *

 Master common food allergens to prevent

serious health consequences
 Provide information about the food items
in clear explanations and descriptions*
 Offer item on specials or promos to assist guests
with food and beverage selections*
 Suggest name of specific menu items to guests
rather than just mentioning the general categories
in the menu to help them make the choice and
know what they want*
 Recommend standard food and beverage pairings

TRSFBS213-0415 3
Food and Beverage Service NC II
 Give several choices to provide more options to
guests*
 Use descriptive words while explaining the dishes to
make it more tempting and appetizing*
 Carry out suggestive selling discreetly so as not
to be too pushy or too aggressive*
 Suggest slow moving but highly profitable
items

to increase guest check

 Offer second servings of items order

 Mention food portion or size for possible adjustments

with the orders.
 Recommend new items to regular guests to
encourage them to try other items in the menu*

Provide Food and Beverage Service to Guests

 Pick up food orders promptly from service areas

 Check food orders for presentation and appropriate

garnish and accompaniments

 Serve food orders to the right guests who ordered
them*
 Serve and clear food orders with minimal
disturbance to the other guests and in accordance
to hygienic requirements*
 Mention name of the dish or order upon serving in
front of the guest*
 Monitor sequence of service and meal delivery in
accordance with enterprise procedures*

 Anticipates additional requests or needs of the guests

 Offers additional food and beverage and

served at the appropriate time
 Provides necessary condiments and appropriate
tableware based on the food order*
 Recognizes delays or deficiencies in service and
follow up promptly based on enterprise policy*

 Conducts the 3-Minute Check to check guest

satisfaction*
 Treats children and guests with special needs
with extra attention and care
 Prepare (banquet) service ware and
checks for completeness ahead of time
TRSFBS213-0415 4
Food and Beverage Service NC II
 Set up tables and chairs in accordance
with event requirements

 Serves food according to general service principles *

 Handle food based on food safety procedures*

 Ensure coordinated service of meal courses

 Keep assigned areas clean in accordance with

industry procedure.
 Clear tables and prepare soiled dishes to be
brought for dishwashing after the event or
function*
 Note and monitor number of guests being served

 Pick up beverage orders promptly from the bar

 Check beverage orders for presentation and

appropriate garnishes

 Serve beverages at appropriate times during meal

service*
 Serve beverages efficiently according to
established standards of service

 Serve beverages at the right temperature*

 Open wine for full bottle wine orders efficiently with

minimal disturbance to the other guests*
 Carry out wine service in accordance with
establishment procedures
 Carry out coffee and/or tea service in
accordance with establishment procedure
 Prepares and process bills accurately in
coordination with the cashier

 Verify amount due with customer

 Accept cash and non-cash payments and issue

receipts*
 Give change as required

 Complete required documentation in accordance

 with enterprise policy
 Remove soiled dishes when guests are finished
with the meal*

TRSFBS213-0415 5
Food and Beverage Service NC II
 Handle food scraps in accordance with hygiene
regulations and enterprise procedures *
 Clean and store equipment in accordance with
hygiene regulations and enterprise procedures
 Clear, reset and make ready tables for the next
sitting when guests are finished with the meal*

 Thank guests and give a warm farewell*

 Turn off electrical equipment where appropriate

 Determine level of intoxication of customers

 Refer difficult situations to an appropriate person

 Apply appropriate procedures to the

situation and in accordance with enterprise
policy
 Apply legislative requirements

Provide Room Service

 Answer telephone call promptly and

courteously in accordance with customer
service standards *
 Check and use guests’ name throughout the
interaction
 Clarify, repeat and check details of orders with
guests for accuracy

 Use suggestive selling techniques

 Advise guests approximate time of delivery*

 Record and check room food orders with relevant

information in accordance with establishment policy
and procedures
 Interpret accurately room service orders
received from doorknob dockets*
 Transfer order promptly and relayed to appropriate
location for preparation
 Prepare room service equipment and supplies in
accordance with establishment procedures
 Set up trays and trolleys keeping in mind balance,
safety and attractiveness*
 Set up Room service trays or trolleys according to
the food and beverage ordered*

TRSFBS213-0415 6
Food and Beverage Service NC II
 Check order before leaving the kitchen for delivery

 Cover food items during transportation to the room*

 Verify guest’s name on the bill before announcing the

staff’s
presence outside the door*
 Greet guests politely in accordance with the
establishment’s
service procedures*
 Ask guests where they want the tray or trolley
positioned*
 Deliver food order on time desired by the guest

 Check guests’ accounts for accuracy and presented in

accordance with establishment procedures*
 Acknowledge and then present to the cashier cash
payments for processing in accordance with
establishment guidelines
 Ask guests to sign for charge accounts*

 Explain procedure to take away the tray or trolley

when the guests have finished their meal*
 Check and clear floors in accordance with
establishment policy and guidelines *
 Clear dirty trays in accordance with the
establishment’s
procedure
 Clean trays and trolleys and returned to the
room service area*

Receive and Handle Guest Concerns

 Obtain the entire story or issue of concern from

the guest without interruption*

 Note detail of the guest complaint or concern*

 Give full attention to the complaining guest

 Paraphrase guest complaint to determine if the

concern is correctly understood

 Offer sincere apology for the disservice*

 Show empathy to the guest to show genuine

concern and consideration*

 Avoid. excuses or blaming others

 Express gratitude to the guest for bringing the

matter up for attention*
TRSFBS213-0415 7
Food and Beverage Service NC II
 Take appropriate action regarding guest’s concerns

 Inform the right person or department who can

solve the problem for proper action
 Elevate or refer difficult situations or serious
concerns to higher authority

 Follow up on the problem to check whether it solved or

not
 Documents complaints according to the
establishment standard procedures

 Recognize persons concerned record actions taken

 Collate, log feedback received from guests.

I agree to undertake assessment in the knowledge that information gathered

will only be used for professional development purposes and can only be
accessed by concerned assessment personnel and my manager/supervisor.

Candidate’s Name and Signature: Date:

Qualified for
Assessment
Evaluated by:

AC Manager Not yet Qualified for

Date: Assessment

TRSFBS213-0415 8
Food and Beverage Service NC II