Common CBLM

PROVIDE EFFECTIVE CUSTOMER SERVICE

Sector:
TOURISM
Competency; PROVIDE EFFECTIVE CUSTOMER SERVICE
MODULE: PROVIDING EFFECTIVE CUSTOMER SERVICE
Qualification:
COMMON COMPETENCIES
TECHNICAL EDUCATION SKILLS DEVELOPMENT AUTHORITY
Puerto Princesa School of Arts and Trades
Puerto Princesa, Palawan
HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL
Welcome to the module in PROVIDING EFFECTIVE CUSTOMER SERVICE! This module
contains training materials and activities for you to complete.
You are required to go through a series of learning activities in order to complete each learning
outcome of the module. In each learning outcome are Information Sheets, Self – Checks,
Operation sheets and job sheets .Follow these activities on your own. If you have questions,
don’t hesitate to ask your facilitator for assistance.
The goal of this module is the development of practical skills. To gain these skills, you must
learn the concepts and theory. For the most part, you’ll get this information from the Information
Sheets,Operation Sheets and Job Sheets.
This module was prepared to help you achieve the required competency, in “Provide Effective
Customer Service”.
This will be the source of information for you to acquire knowledge and skills in this particular
competency independently and at your own pace, with minimum supervision or help from your
instruction.
Remember to :
Work through all the information and complete the activities in each section.
Read information sheets and complete the self – check. Suggested references are included to
supplement the materials provided in this module.
Most probably your trainer will also be your supervisor or manager. He/she is there to support
you and show you the correct way to do things.
You will be given plenty of opportunity to ask questions and practice on the job. Make sure you
practice your new skills during regular work shifts. This way you will improve both your speed
and memory and also your confidence.
Use the Self – checks, Operation Sheets or Job Sheets at the end of each section to test your own
progress.
When you feel confident that you have had sufficient practice, ask your Trainer to evaluate you.
The results of your assessment will be recorded in your Progress Chart and Accomplishment
Chart.
You need to complete this module.
COMMERCIAL COOKING NC II
COMPETENCY-BASED LEARNING MATERIALS
LIST OF COMPETENCY
No Unit of competency Module title Code
1. Develop and Update Industry knowledge Developing and Updating Industry knowledge
TRS311201
2. Observe workplace Hygiene Procedures Observing workplace Hygiene Procedures
TRS311202
3. Perform Computer Operations Performing Computer Operations TRS311203
4. Perform Workplace and Safety Practices Performing Workplace and Safety Practices
TRS311204
5. Provide effective customer service Providing effective customer service TRS311205
MODULE CONTENT
UNIT OF COMPETENCY: Provide effective customer service
MODULE TITLE: Providing effective customer service
MODULE DESCRIPTOR: This module deals with the skills, knowledge and attitudes in
providing effective customer service. It includes, greeting customer, identifying customer needs,
delivering services to customers, handling queries through telephone, fax machine, internet and
email and handling complaints, evaluation and recommendation.
SUMMARY OF LEARNING OUTCOMES:
1. Greet customer,
2. Identify customer needs
3. Deliver service customer
4. Handle queries through telephone, fax machine, internet and E-mail
5. Handle complaints, evaluation and recommendations.
SUMMARY OF ASSESSMENT CRITERIA:
1. Guests are greeted in line with enterprise procedure.
2. Verbal and non-verbal communications are appropriate to the given situation.
3. Non-verbal communication of customer is observed responding to customer.
4. Sensitivity to cultural and social differences is demonstrated
5. Appropriate interpersonal skills are used to ensure that customer needs are accurately
identified.
6. Customer needs are assessed for urgency so that priority for service delivery can be identified.
7. Customers are provided with information
8. Personal limitation in addressing customer needs is identified and where appropriate
assistance is sought from supervisor.
9. Customer needs are promptly attended to inline with enterprise procedure.
10. Appropriate rapport is maintained with customer to enable high quality service delivery.
11. Opportunity to enhance the quality of service and products are taken wherever possible.
12. Use telephone, computer, fax machine internet, email efficiently to determine customer’s
requirements.
13. Queries/ information are recorded in line with enterprise procedure.
14. Queries are acted upon promptly and correctly in line with enterprise procedure.
15. Guests are greeted with smile and eye to eye contact.
16. Responsibility for resolving the complaint is taken within limit of responsibility.
17. Nature and details of complaints are established and agreed with the customer.
18. Appropriate action is taken to resolve the complaint to the
Customer’s satisfaction wherever possible
LEARNING OUTCOME # 1
GREET CUSTOMER
CONTENTS:
1. How to greet the guest
ASSESSMENT CRITERIA
1. Guests are greeted in line with enterprise procedure.
2. Verbal and non-verbal communications are appropriate to the given situation.
3. Non-verbal communication of customer is observed responding to customer.
4. Sensitivity to cultural and social differences is demonstrated
CONDITION:
Trainees must be provided with the following.
1. EQUIPMENT
Simulation room
2. TOOLS
Tables
Chairs
3. Supplies and Materials
Flower vases
Table cloth
Seat covers
Table napkins
4. LEARNING MATERIALS:
• Manuals
• Books
• Video (CD)
ASSESSMENT METHOD:
1. Direct Observation
2. Written/Oral Exam
3. Oral questioning
LEARNING EXPERIENCES
Learning Activities Special Instructions
1. Read Information Sheet 5.1-1
(Welcoming and greeting the guest) If you have some problems on Information Sheet 5.1-1,
don’t hesitate to approach your facilitator. If you feel you are knowledgeable on the content of
Information Sheet 5.1-1, you can now answer Self-Check 5.1-1.
2. Answer Self-Check 5.1-1 Compare your answer with the answer key 5.1-1. If you got 100%
correct answer in this self-check, you can now move to the next information sheet. If not review
the information sheet and go over the self-check again.
3. Perform Task sheet 5.1-1 Evaluate performance with performance criteria checklist 5.1-1.
INFORMATION SHEET 5.1 -1
WELCOMING AND GREETING THE GUEST
Learning Objective: After reading this information sheet, you must be able to:
1. Welcome and greet the guest as per industry standards.
Welcome of a Client
Never neglect the first contact with the client.Welcome is an element full of importance in the
future comfortment of the client. A person badly welcomed will be very badly disposed toward
you and thus will be of excigencies and very difficult to serve in spite of all your efforts to
satisfy him.
• Be very polite and always smile
• Never let a client wait all alone at the restaurant door, he might get the impression he is not
welcome.
• Whatever time he comes; do not take an attitude which means he is bothering you.
• Be warm in your welcome but natural. He is your host but do not seat him down at the table
where the remains from the previous client are still on.
• If you do not have any more tables do not drop him. Try your best to make him patient, give the
delays he shall have to wait and eventually send him to the bar but do not forget him there. Go
and see him, propose the menu, maybe he would like to choose and give his order.
• Make a little psychology, from this contact; try to get what type of guest he is. The knowledge
of his character will help you to serve him better.
• Always remember to show him the way to his table and never forget to pull the chair/s out and
help him sit down.
• As soon as the guest enters the restaurant, acknowledge his presence by greeting “ GOOD
MORNING, AFTERNOON, EVNING “
• Greet your guest by their name if they are returning guests using prefixes like MR. , MRS., DR.
, ATTY. , if you know them.
• Never use their first name.
• If the guest is a repeat guest say, “I AM GLAD TO SEE YOU AGAIN”.
• Check details of reservations based on established service standard policy.
SELF – CHECK OF 5.1-1
TRUE or FALSE: Write TRUE if the statement is correct and FALSE if the statement is wrong.
1. Welcome customers upon arrival in accordance with enterprise standards.
2. Always remember to show him the way to his table and forget all about him.
3. The knowledge of his character will help you to serve him better.
4. Be natural and always smile, have an eye contact with the customer and always say thank you.
5. Whatever times he comes, do take an attitude which means he is bothering you.
ANSWER KEY 5.1-1
1. TRUE
2. FALSE
3. TRUE
4. TRUE
5. FALSE
TASK SHEET 5.1-1
Title: WELCOMING AND GREETING THE GUEST/S
Objective: Given the necessary cleaning materials, you should be able to welcome and greet the
guest of the restaurant based on industry standard.
Equipment: Simulation room, tables, chairs
Supplies/Materials: flower vases with flowers, table cloths, seat covers, table napkins
Steps/Procedure:
1. Be familiar with the set up of the dining room. Find out what tables are designed for 2, 3, 4
people and which ones are reserved for those with reservation.
2. Stay at the outlet entrance.
a. Approach the guest, look at each one, greet them with a smile and mention their name and
title, if known.
b. Show the way to their table. With hands outside outstretched, “ this way please” or “ May I
suggest a table for you, Sir/Ma’m
3. If there is no available table, tactfully inform the guest/s and advise them to wait at the lounge.
Graciously look at the host and say” I’m sorry Sir/Ma’am, but we are fully booked at the
moment, do you mind waiting at the lounge and I’ll call you once a table would be available.
4. If the guest has a reservation, make sure his table is prepared in advance. Tell the host” We
have prepared a nice table for you or your party. This way please.
5. Lead the guest towards the table. Walk a little ahead of them when escorting them to their
table. Endorse them to the captain or waiter and assist them in getting seated
Assessment Method: Demonstration
Performance Criteria Checklist
Task Sheet 5.1-1
CRITERIA Yes No
DID I . . . . .
• Acknowledge the arrival of the guest promptly?
• Smile as I approached the guest?
• Address known and returning customers by their title and or names?
• Politely asked if guest have their reservations?
• Are all movable parts/racks returned accordingly?
• Lead them to their table and assist customers in seating?
Feedback:
LEARNING OUTCOME 2 IDENTIFY CUSTOMER NEEDS
CONTENTS:
1. Identify customer needs
ASSESSMENT CRITERIA
1. Appropriate interpersonal skills are used to ensure that customer needs are accurately
identified.
2. Customer needs are assessed for urgency so that priority for service delivery can be identified.
3. Customers are provided with information
4. Personal limitation in addressing customer needs is identified and where appropriate
assistance is sought from supervisor.
CONDITION:
1. EQUIPMENT
Simulation room
2. TOOLS
Tables
Chairs
Flower vases
Table cloth
Seat covers
Table napkins
• Manuals
• Books
• Video (CD)
ASSESSMENT METHOD:
6. Oral questioning
Learning Outcome # 2 IDENTIFY CUSTOMER NEEDS
(Identify Customer’s needs) If you have some problems on Information Sheet 5.1-2, don’t
hesitate to approach your facilitator. If you feel you are knowledgeable on the content of
6. Perform Task sheet 5.1-2 Evaluate performance using performance criteria checklist 5.1-2
INFORMATION SHEET 5.1 -2
IDENTIFY CUSTOMERS NEEDS
1. Identify customer’s needs.
Responding to Customer’s needs
Customer satisfaction depends in large measure on the extent by which the dining staff are able
to address customer’s need and expectation
Aside from physical needs (food, drinks and entertainment) customers have strong ego needs.
They want immediate and consistent attention, expext to be given importance and recognition, to
be appreciated for their patronage or comments. They also expect to be informed of important
information in advance so as not to be placed in an embarrassing situation. And most of all, they
want to get their money’s worth ( need for profit)
Here are some measureswhereby the dining staff can satisfy customer needs.
A. NEED FOR ATTENTION, APPRECIATION AND RECOGNITION
1. Greet the customer with a warm smile.
2. Give customers prompt, undivided and consistent attention.
3. Call customers by their name or title if known, or address them sir or Ma’am.
4. Do not discriminate, even those who do not give tips as well as those who appear demanding
or irritating; treat all customers equally in terms of attention and service.
5. Show appreciation rather than irritation when customer airs some comments or complaints.
6. Never critisize or insult a customer as this will hurt his ego.
7. Never attemp to argue or prove the customer wrong.
8. Be very sensitive to the guests feelings. Never embarrass him in front of others, or talk to him
in a loud or arrogant voice.
9. Never attempt to correct the customers for any mistake (like mispronounced word, improper
use of appointment)
B. NEED FOR INFORMATION
1. Be familiar with company products, facilities and services to be able to answer guest queries
correctly.
2. Inform the customer in advance of any information that are important for him to know.
Example: During taking order, mention out of stock items, change of standard accompaniment,
etc.
For banquet bookings: tell about extra charges, corkage fees, etc.
3. Never settle question with “I don’t know” answer. Refer to the right person if not familiar with
the item asked.
C. NEED TO BELONG AND TO BE ACCEPTED
1. Be friendly, maintain gracious expression and smile when talking to customers.
2. Give every patron a warm greeting.
3. Welcome back a repeat customer.
4. Make each guest feel very important, give him full attention give some extra service beyond
the call of duty
5. Get to know guest’s preferences and favorites like his favorite table, dish, drink, and offer it to
him before he asks for it.
6. Be generous in expresing gracious remarks like “ Hope you enjoy your meal”. “ Have a nice
day, Sir
D. NEED FOR SAFETY OR SECURITY
1. Take note of items left by guests in the dining room or anywhere in the hotel.
2. Help in maintaining safe environment in the dining area.
3. Never used damaged tables, chairs and any service equipment in the room or any outlet so as
not to cause accidents.
Guests who may pose to be source of trouble should be calmed down tactfully. If they attempt to
make trouble, report to security officer
It is not enough to have business goals and strategies related to providing an excellent customer
service experience. Service is about interaction and execution. Every crew is responsible for how
they manage interactions with customers (both internal and external) and this includes
identifying his needs.
Identifying customers needs occurs through active listening and effective communication.
ACTIVE LISTENING
Active listening is "listening with all three ears". To be effective, you need to hear what is being
said AND understand emotions. Emotion is interpreted through tone, voice inflection, body
language and your own intuition (gut feeling). Active listening contains three concepts: words,
tone of voice and body language (55% of communication comes from our body language).
Here are some examples of using active listening to identify needs...
A regular customer always wants to talk. He is always cheerful, uses open gestures, smiles yet
needs nothing specifically. He asks you a lot of questions and is eager to share personally
relevant information about himself (need = value as a person, identified by the body language,
tone of voice and words)
EFFECTIVE COMMUNICATION
The key to communication is simple, clear, positive and enthusiastic. Customers choose to use
your business because they have needs.
You find out what a customer needs by asking and then actively listening to their response.
Your goal is to understand three things:
What they want
When they want it
How they plan to use it
Customers are not always able to articulate what they need. By asking key questions and probing
for more information you can define their need.
Remember, ALL customers need to feel valued.
CHALLENGES
What gets in the way of your ability to actively listen? Identify one common barrier. Once you
have accurately assessed a customer's needs, your next step in the process of engagement is to
efficiently and effectively MEET their needs. This means doing it right AND doing the right
thing. This includes:
Knowledge of your products and services. This requires knowledge beyond your department to
focus on identifying what your business products or services are (features) and how the product
or service will assist the customer in enjoying value (benefits). Knowledge is the key to
recognizing and seizing opportunities to cross sell additional programs/services or value-sell
related programs/services, both techniques to add increased value to your customer. Remember,
the goal is to meet the customer's need. When we engage in cross selling and value selling
techniques we are trying to suggest additional or complementary products/services that the
customer will want or need. We are not pushing products. When done effectively, both the
customer and the business win.
Problem solving and decision-making. Customers desire their need to be addressed as quickly as
possible. The more people or time it takes, the greater chance of dissatisfaction. Do you have the
skills, desire, knowledge and opportunity to solve problems and make decisions at the first point
of contact with the customer? If the answer is "no", consider the following questions and
strategies within your department:
• Do you require additional training and understanding of the products and services your
business offers?
• What can you do to make this happen?
• Do you want to solve problems and make decisions on the spot?
• Do you require support in understanding policies and guidelines and the kinds of creative
alternatives you have to choose from?
AT ALL POINTS OF CONTACT WITH CUSTOMERS WE NEED A
“WHAT CAN I DO ATTITUDE”
SELF CHECK 5.1-2
TRUE OR FALSE. Write TRUE if the statement is correct and FALSE if the statement is wrong.
It is necessary to know your products and services when identifying customer’s needs.
Active listening means not understanding what the customer’s wants and emotions.
Customer’s desire their needs to be addressed as quickly as possible.
Attendant should be alert in responding to customer’s needs and requests.
Meeting customer’s needs is doing the right thing and doing it right.
ANSWER KEY 5.1-2
1.TRUE
2.TRUE
3.TRUE
4.TRUE
5.TRUE
LEARNING OUTCOME # 3 DELIVER SERVICE TO CUSTOMER
CONTENTS:
1. How to deliver service to man.
ASSESSMENT CRITERIA
1. Customer needs are promptly attended to inline with enterprise procedure.
2. Appropriate rapport is maintained with customer to enable high quality service delivery.
3. Opportunity to enhance the quality of service and products are taken wherever possible.
CONDITION:
5. EQUIPMENT
Simulation room
6. TOOLS
Tables
Chairs
Flower vases
Table cloth
Seat covers
Table napkins
• Manuals
• Books
• Video (CD)
ASSESSMENT METHOD:
• Direct Observation
• Written/Oral Exam
• Oral questioning
Learning Outcome 3 DELIVER SERVICE TO CUSTOMER
(Deliver Service to Customers) If you have some problems on Information Sheet 5.3-1, don’t
Information Sheet 5.3-1, you can now answer Self-Check 5.3-1
INFORMATION SHEET 5.3-1
DELIVER SERVICE TO CUSTOMER
Learning Objective: After reading this information sheet, you should be able to:
1. Deliver service to customer/s
CUSTOMERS JUDGE A RESTAURANT, BAR OR HOTEL NOT ONLY BY THE QUALITY
OF FOOD AND FACILITIES, BUT ALSO BY THE KIND OF PEOPLE WHO SERVE THEM
CUSTOMER
“Customers are the most important person in the organization. They are not dependent on us ---
we are dependent on him.
They are not an interruption of work… they are the purpose of it. We are not doing them a favor
by serving them… he is doing us a favor by giving us the opportunity to do so.
Customers are not a cold static… they are flesh and blood; a human being with feelings and
emotions like our own, and with biases and prejudices.
They are not someone to argue or match wits with. Nobody ever won an argument with a
customer.
A customer is a person who brings us his wants and needs. It is our duty and job to handle them
in a way that profits both him and us.”
Two Kinds of Customer
Satisfied Customer
Whose needs and expectations were met
May or may not return to do business with the company again
Feelings may be between neutral and good
Loyal Customer
Whose expectations were exceeded
Felt delighted with the product and service
Will usually help with the business through word-of-mouth advertising
Will stay with the company even when there is new competition
Defining Quality Customer Service
The quality of service given to customers.
The ability to constantly satisfy the needs of a company’s internal (ex. Co-workers) and external
customers (ex. Clients)
Not just about satisfying customer alone, it is about delighting customers so that they will
continue to do business with the company.
TOURISM CUSTOMER SERVICES
Reasons Why Customers Leave
1% Die
3% Move
5% Seek alternatives or develop other relations
9% Begin doing business with the competition
14% are dissatisfied with the product
68% are upset with the treatment they received
Reasons behind Quality Customer Service
Growth in service providers in today’s business
Customer’s expect it
It makes economic sense
To the customer, you are the Company
BENEFITS OF Quality Customer Service
Increased Sales
Delighted Loyal Customers
More Customers Through Repeat Business & Recommendations
Great (Public) Image
An Edge Over Competition
Zones of Customer’s Expectations
1: Zone of Indifference
(Unstated/Expected)
Customer expects his basic needs and wants to be fulfilled.
Respect and courtesy are good examples of these expectations.
Zone 2: Zone of Satisfaction
(Stated/Expected)
Customer tells the company what he wants and what he expects to happen.
Six Elements in Quality Customer Service
1. Make a good (and lasting) impression
2. Show competence by listening to customers
3. Create personal relationships with your customers
4. Give customers more than what they expect
5. Resolve conflicts quickly
6. Thank people for their business and value their feedback
Self Check 5.3-1
Direction. Write TRUE if the statement is correct and FALSE if the statement is incorrect and
write your answer in the space provided for.
____________1. Customer service providers can make or unmake a company.
____________2. Customers judge a company by the kind of people who serve them.
____________3. Quality customer service is the ability to constantly satisfy the needs of a
company’s internal (ex. Co-workers) and external customers (ex. Clients)
____________4. One can just go out with his guest or customers even during his/her duty.
____________5. Always thank people for their business and ignore feedback
Answer Key 5.3-1
1. TRUE
2. TRUE
3. TRUE
4. FALSE
5. FALSE
LEARNING OUTCOME #4 HANDLE QUERIES THROUGH TELEPHONE, FAX
MACHINE, INTERNET OR EMAIL
CONTENTS:
1. Communication in the workplace
ASSESSMENT CRITERIA
1. Use telephone, computer, fax machine, internet efficiently to determine customer
requirements.
2. Queries/information is recorded in line with enterprise procedure.
3. Queries are acted upon promptly and correctly in line with enterprise procedure.
CONDITION:
9. EQUIPMENT
Simulation room
10. TOOLS
Tables
Chairs
Flower vases
Table cloth
Seat covers
Table napkins
• Manuals
• Books
• Video (CD)
ASSESSMENT METHOD:
Learning Outcome 4 HANDLE QUERIES THROUGH TELEPHONE, FAX MACHINE,
INTERNET OR E-MAIL
(Communicate in the workplace) If you have some problems on Information Sheet 5.1-3, don’t
10. Perform Task Sheet 5.4-1 (Handling Telephone Calls) Evaluate performance using
performance criteria checklist 5.4-1
Information sheet 5.4-1
Communicate in the Workplace
Learning Objective: After reading this information sheet, you should be able to:
1. Determine the proper way of communicating to people in the workplace; and
2. Follow telephone etiquette.
Introduction:
Communication is of vital importance to efficient and happy workplaces in the tourism industry.
Without good communication skills, customers could be left unsatisfied and work colleagues
would frequently be at war with each other. The tourism industry is so competitive that
customers would go elsewhere to make their travel arrangements next time, and staff turnover
would be extremely high. In short, poor communication skills costs tourism companies money
that they cannot afford to lose, and will therefore not allow.
Therefore, one of the very first things students wanting a career in this industry should do is to
ensure that they have good communication skills, hence the inclusion of this module in this
course.
Communication in the workplace can be formal or informal. Formal communication tends to be
structured and delivered through channels like letters, memos, meetings and company policies or
procedures.
Informal communication does not need to be so structured. Today, email is a good example of
informal communication; however, verbal conversations are also a common form. Verbal, also
referred to as oral communication, relies heavily on non-verbal communication to support the
spoken word.
HANDLING RESERVATIONS CALL
STEPS AND PROCEDURES
1. Greet the caller and offer assistance. (Note: Smile, as if you are talking to your customer face
to face. Remember, a smiling face brings out a smiling voice.)
2. Get necessary information and note down the necessary request in your notepad. (Be very
cordial and friendly but do not overdo.) Jot down the following information:
• Name of guest
• Address and contact number
• The kind of business he/she wish to have with the hotel.
• Other important information.
3. If the request is not available on the date mentioned, inform the guest but suggest other
options.
4. If you are not aware of the query or you lack knowledge, refer the guest to the proper
authorities.
5. Confirm all the details of information received from the caller.
6. Thank the caller.
Note: Do not stay too long conversing with your guest in the telephone, 3 minutes is the most.
Pointers in learning names of guests quickly:
Listen carefully to the person’s name when it is pronounced.
If you do not understand a name, ask the person to repeat it.
Write the name as it sounds if the pronunciation is difficult.
Use the person’s name.
Link the name to something so that you can remember it.
Self Check 5.4-1
Write TRUE statement is correct and FALSE if statement is incorrect and write your answer in
the space provided for.
_________1. Without good communication skills,
customers could be left satisfied and work colleagues would frequently be at peace with each
other.
_________2. Formal communication tends to be structured and delivered through channels like
letters, memos, meetings and company policies or procedures.
_________3. In answering telephone calls, always greet the guest by saying “hello”.
_________4. If you are not quite sure of the answer to information to the query, refer the caller
to the proper authorities.
_________5. Always thank the guest when terminating a call.
ANSWER KEY 5.4-1
1. FALSE
2.TRUE
3.FALSE
4.TRUE
5.TRUE
TASK SHEET 5.4-1
Title: HANDLING TELEPHONE CALLS
Objective: Given the necessary cleaning materials, you should be able to handle telephone calls.
Equipment: Simulation room, telephone, fax machine
Supplies/Materials: pen, paper, forms
Steps/Procedure:
1. Greet the caller and offer assistance. (Note: Smile, as if you are talking to your customer face
to face. Remember, a smiling face brings out a smiling voice.)
2. Get necessary information and note down the necessary request in your notepad. (Be very
cordial and friendly but do not overdo.) Jot down the following information:
• Name of guest
• Address and contact number
• The kind of business he/she wish to have with the hotel.
3. If the request is not available on the date mentioned, inform the guest but suggest other
options.
4. If you are not aware of the query or you lack knowledge, refer the guest to the proper
authorities.
5. Confirm all the details of information received from the caller.
6. Thank the caller.
Task Sheet 5.4-1
CRITERIA Yes No
DID I . . . . .
• Greet the caller and offer assistance?
• Jot down all necessary information like the name, address, request or query?
• Referred to proper authorities when information is not available within your means?
• Confirm all the details of information?
• Thank the caller and bid him/her goodbye?
Feedback:
LEARNING OUTCOME #5 HANDLE COMPLAINTS, EVALUATION AND
RECOMMENDATIONS
CONTENTS:
Communication in the workplace
1. Guests are greeted with a smile and eye-to-eye contact
2. Responsibility for resolving the complaint is taken within limit of responsibility
3. Nature and details of complaint are established and agreed with the customer
4. Appropriate action is taken to resolve the complaint to the customers satisfaction wherever
possible
CONDITION:
1. EQUIPMENT
Simulation room
2. TOOLS
telephone
fax machine
computer with printer
Different forms
ball pen
• Manuals
• Books
• Video (CD)
ASSESSMENT METHOD:
Learning Outcome 5 Handle complaints, evaluation and recommendations
(Deliver Service to Customers) If you have some problems on Information Sheet 5.5-1, don’t
3. Perform Task sheet 5.5-1 (Handling guest complaint) Evaluate performance using
performance criteria checklist 5.5-1
UNDERSTANDING GUEST SERVICE
Learning Objective: after reading this information sheet, you must be able to:
• Understand guest service.
The reader must understand that the front office in a hotel is the first point of contact. The Front
Desk Staff is in direct contact with the guest and can enhance or mar the first impressions on a
guest of the property. They must, therefore, have excellent customer skills. This means that
people working in a hotel bring the difference in creating a positive guest experience. Most
hotels of the same category are physically comparable to their competitors. Rooms, lobbies,
coffee shops etc., look almost alike. But the people who work in them make guest experiences
different. It is better understood when one looks at the front office agent as the host and the
customer as the guest. This throws the perspectives and attitudes at totally different level. At
home we go that extra distance to welcome guests, give them unrivalled hospitality with food
and drink, keep them safe and anticipate and attend to their every need. Providing a guest
experience is a cycle of events that starts with the front office agent acting as the host with her
attitudes making sure that mindset and whether they meet the guest’s expectations, needs and
perceptions resulting in a response.
COMPONENTS OF A GOOD SERVICE
Attitude
What is an attitude? An attitude is the way one communicates mood to others, who respond
accordingly. A happy host will get a happy response just as a sour person gets a negative
response.
Positive Attitudes
• Being optimistic
• Feeling good about oneself
• Feeling good about others
• Feeling good about life
• Seeing the best in others
• Expecting good things to happen
• Seeing the bright side of all situations
• Being enthusiastic
• Being creative and open
• Anticipating successful encounters
• Each customer is an exciting challenge
Negative Attitudes
• I am bored
• I do not have time
• It won’t work
• I cannot get organized
• I’m too busy
• I don’t know what to say
• I am nervous
• I cannot do it
• I don’t stand a chance
• I don’t have energy
• Nobody likes me
• I am not good enough
• Others are better than me
• I cannot win
• It’s not my day
• I’m scared of customers
Obviously, positive attitudes have a greater range of benefits.
Benefits of Positive Attitudes
• Creates enthusiasm
• Enhances creativity
• Magnifies positivity
• People like you
• Boss likes to work with you
• You become helpful
• Makes others positive
• Wins cooperation
• You become popular
MY SERVICE
A service is the total experience that a customer gets through people, when satisfying a need.
Service touches all the senses of a discerning customer. Here are the different components of
service:
Sense of sight. Customers like to see a well-groomed person. The way the front desk is kept neat
and orderly creates the service experience just as the decor of the lobby and the artefacts that
adorn it.
Sense of smell. A guest is influenced by how fresh a lobby smells. It gives him or her confidence
of the hygiene standards of the establishment. The aroma of food in the dining industry is well
known. Appetising smells trigger hunger and want. The chef builds this into the total food
preparation and presentation. We have known coffee shops to crush coffee beans to give that
fresh coffee aroma to the passers-by to attract them to the restaurant. Similarly, a guest evaluates
you on how you smell. A light perfume or cologne conjures up images of hygiene and freshness.
Sense of hearing. There are things that should not be heard by the customer and things that
should. A customer does not want to hear front desk staff fighting among themselves, back office
discussion, rude language, slang, technical jargon, etc. What they like to hear is the courtesy
shown by the front office agents, the use of their name, suggestions in case of doubt, low tone
and words of etiquette like “Thank you”, “Please”, “May I help you”, etc.
Sense of taste. Taste defines the customer’s ultimate experience. Chefs have gone to extents to
provide the experience with innovative use of spices, cooking method and beverages. It is
common to find wine enhancing the flavours of sauces and extracts of herbs to marinate meats.
The taste of meat cooked in earthen ovens is different from those cooked on charcoal spits.
Tastes are the distinctive signature to a cuisine offered by an establishment. The chef’s skill
provides the experience. Taste can be interpreted in another way as far as front desk staff is
concerned- the taste of quality service! The investor has already built in taste in the aesthetics
shown in the interior design and decor. Guest immediately recognises the quality of the property
by the appointments, furnishings, carpeting, etc., used in the physical product.
Sense of touch. The temperature levels in the lobby and in the guest room, the softness of the bed
and bathroom linen, the fluffiness of the pillow are some examples that create the touch
experience. Front Office staff can enhance the sense of touch by providing clean registration
cards, clean room keys, baggage tags etc.
UNDERSTANDING CUSTOMER NEEDS AND WANTS
We must first understand the difference between needs and wants. Needs are essential to human
well-being. These could include those that are essential to human survival such as food, water,
clothing and shelter at the basic level, to those that are essential for social survival. Wants are the
cultural manifestation of those needs. An American needs food just as an Indian. While an
American may interpret this need by wanting hamburgers and fries, an Indian will demand rice
and curry. An American interprets clothing in terms of a demand for jeans while the Indian the
sari.
Abraham Maslow, a social scientist, brought the concept of needs most dramatically by
proclaiming that:
1. All humans have needs.
2. These needs can be collated into five broad categories.
3. The categories have an ascending hierarchical order.
4. That one must be satisfied to move to the other. (Later scientists proved that all needs can co-
exist together in varying levels of importance to every individual).
This has been very clearly illustrated through the famous Maslow’s Need Hierarchy as shown
below:
The needs start from the bottom and we shall examine how they reflect in providing the perfect
guest experience.
Physiological Needs. These are the basic needs for survival such as food, shelter, water, clothing,
air and sex (for procreation of human species). The hotel and restaurant industry recognises basic
needs and meets the need for food through by offering a spread of cuisines and shelter by
providing a “home away from home” through its choice of rooms. Restaurants provide guests
with food, potable water and proper air circulation. To the employees the industry provides, free
duty meals, uniforms, house rent allowance or staff accommodation and proper working
conditions. The kitchens and laundry which are very humid and hot especially in hot climates are
provided with proper exhausts and fresh air supply.
Security Need. As seen in the diagram above, the security need is both physical and emotional.
The guests want to be sure that the property they are visiting is physically safe from anything
that may endanger the body. They want to make sure that their rooms are safe to sleep in. Hotels
provide locks, fire warning systems, sprinkles, fire fighting equipment, latch chains, peep-holes
etc. to satisfy this need of physical safety. Guests want to be warned of the wet floors and the
name of callers before responding to telephone. The same true of staff to announce themselves
when they knock on a door or ring the door bell.
Guests need for emotional security comes in many ways. First is the need to be welcomed and
recognised in an establishment. Guests want to make sure that there are people who will serve
them and welcome them with warmth and sincerity. Staff must be hygienically clean and free
from diseases. This they notice by the way staff groom themselves. Guests want to make sure
that the raw materials used in food preparation are fresh and that the cooking utensils are clean
and sanitised. They also value their privacy as also being treated with courtesy and respect. The
hospitality industry is concerned about this aspect for its employees too. They provide safe
working conditions and give safety training, especially in the use of equipment and carrying
heavy loads. Emotional security is provided to the employees through orientation programs so
that they feel secure quickly in the organization. Providing job descriptions and training helps the
employee realise what is expected of them and hope that they can perform to the best of
standards. Grievance procedures, suggestion systems, performance evaluation are all
organizational processes meant to give employees emotional security.
Belonging. Human beings are social animals. They prosper and grow when interacting with
others. Hotels and restaurants are great social spots to meet this need. The popularity of pubs and
taverns called ‘locals’ since the early days in Europe till today was to serve this precise purpose.
Local people met at these pubs to learn about new developments in their community and the
world. This has continued to date where people can meet for business or pleasure. Business
entertainment has become part of the relationship building between business stakeholders. The
hotels and restaurants have responded well. Employees are empowered with this need for
belonging by giving them identity cards to identify them with the organization. Establishments
provide social clubs where employees can meet for sport or social meetings.
Status and Self Esteem. While status is the way others perceive us, self-esteem is the way we
perceive ourselves. Hotels and restaurants provide the perfect platform to satisfy varying status
needs. This shows from the rating system from one to five-star. Each is distinguished by the
pricing, level of service and food offer based on the customers need and want. Self-esteem is a
bit tricky. Some people are different when they do not understand a menu. A server’s
intervention to explain the dishes helps in removing the discomfort. Customers do not want to
feel embarrassed in such public places and strive to be on their best behaviour. The server can
help them in accomplishing that by praising their selection of food and wine or being discreet
when presenting the bill. Employees within the industry are given ranks, perquisites and
uniforms to distinguish them within and without the organization. Self-esteem is given by giving
authority and empowering employees to act with authority. Suggestion schemes also permit
employees to participate in the progress of the organization by acting on their views and ideas.
Self Actualization. This is a state when human beings reach their potential and are able to control
and contribute to the environment. The hotel industry has recognized this and has come with
innovative methods to meet this need. Some restaurants permit guests to choose their raw
materials and method of cooking. In this case, the customer is in total control of the selection and
preparation process. Hotels and restaurants also involve guests to help the establishments to
respond to their needs. They invite guests to give their impressions of the total experience by
filling guest comment forms. Guests now feel that they can contribute to the establishment’s
prosperity.
SELF CHECK 5.5-1
Multiple Choices: Choose the best answer from among the four choices and write your answer in
the space provided for.
______1. It is a cycle of events that starts with the front office agent acting as the host with her
attitudes making sure that mindset and whether they meet the guest’s expectations, needs and
perceptions resulting in a response. a. guest experience
b. guest arrival
c. guest departure
d. guest stay
_____2. It is the way we perceive ourselves. a. status
b. self-esteem
c. self actualization
d. belonging
_____3. The hotel and restaurant industry recognizes basic needs and meets the need for food
through by offering a spread of cuisines and shelter by providing a ______________ through its
choice of rooms. a. good service
b. needed training
c. home away from home
d. food service
_____4. The temperature levels in the lobby and in the guest room, the softness of the bed and
bathroom linen, the fluffiness of the pillow are some examples that create the a. unforgettable
experience
b. warm experience
c. cold experience
d. touch experience
_____5. IT is the total experience that a customer gets through people, when satisfying a need. a.
service
b. customer service
c. public service
d. escort service
ANSWER KEY 5.5-1
1. A
2. B
3. C
4. D
5. A
TASK SHEET 5.5-1
Title: Handling Customer Complaint
Objective: Given the necessary cleaning materials, you should be able to handle telephone calls.
Equipment: Simulation room, telephone, fax machine
Supplies/Materials: pen, paper, forms
Steps/Procedure:
1. Let the customer air his/her complaint.
2. Don’t let negative feelings cloud your judgment towards the customer.
3. Empathize with the customer.
4. Work actively to come up with a solution.
5. Agree in the solution.
6. Make sure that what you promised to do gets done.
Task Sheet 5.5-1
CRITERIA Yes No
DID I . . . . .
• Let the customer air his or her complaint?
• Not let negative feeling cloud my judgment towards the customer?
• Empathize with the customer?
• Work actively to come up with a solution?
• Agree in the solution?
• Make sure that what I promised to do gets done?
Feedback:
EVIDENCE PLAN/EVALUATION PLAN
TRAINEE:
TRAINER:
QUALIFICATION COMMON
UNIT OF COMPETENCY COVERED PROVIDE EFFECTIVE CUSTOMER SERVICE
Ways in which evidence will be collected:
[tick the column] Demonstration with Oral Questioning Witten Test Interview
The evidence must show that the candidate……
1. Used interactive communication with others X
2. Complied with occupational, health and safety practices X X
3. Promoted public relation among others X
4. Demonstrated familiarity with company facilities, products and services X X
5. Applied telephone ethics X X
6. Applied correct procedure in using telephone, fax machine, internet X X
7. Handled customer complaints X
Rating Sheet for Demonstration with Oral Questioning
Candidates’ Name:
Trainers’ Name:
Unit of Competency PROVIDE EFFECTIVE CUSTOMER SERVICE
Qualification: COMMON COMPETENCY
Date of Evaluation
Time of Evaluation
Instruction for Demonstration:
The equipment, supplies and materials needed are provided. The candidate must be able to clean
and maintain kitchen premises.
Demonstration Checklist Check (/) to show if evidence is demonstrated
During the demonstration of skills, the candidate: YES NO N/A
• Used interactive communication with others
• Complied with occupational, health and safety practices
• Promoted public relation among others
• Checked conditions of equipment before cleaning
• Demonstrated familiarity with company facilities, products and services
• Applied telephone ethics
• Applied correct procedure in using telephone, fax machine, internet
• Handled customer complaints
Oral Questioning
Questions: Satisfactory Response
The candidate should answer the following questions: YES NO
1. What is quality customer service?
2. What is the proper way of welcoming guests?
3. How do you handle telephone calls?
4. What action should you do if you have a guest who complains of defective facility?
5. How do you handle guest complaints?
6. Differentiate customer needs from wants and give example.
The candidate underpinning knowledge was:
Satisfactory Not Satisfactory
Feedback to candidate:
Candidate’s name: Date:
Instructor’s Name: Date:
Written Test:
TRUE OR FALSE. Write TRUE if the statement is correct and FALSE if the statement is
incorrect and write your answer in the space provided for.
________1. Welcome customers upon arrival in accordance with enterprise standards.
________2. Always remember to show him the way to his table and forget all about him.
________3. The knowledge of his character will help you to serve him better.
________4. Be natural and always smile, have an eye contact with the customer and always say
thank you.
________5. Whatever times he comes, do take an attitude which means he is bothering you.
________6. It is necessary to know your products and services when identifying customer’s
needs.
________7. Active listening means not understanding what the customer’s wants and emotions.
________8. Customer’s desire their needs to be addressed as quickly as possible.
________9. Attendant should be alert in responding to customer’s needs and requests.
________10 Meeting customer’s needs is doing the right thing and doing it right.
OWHP
OBSERVE WORKPLACE HYGIENE PROCEDURES
Sector:
TOURISM
Qualification:
COMMON
Unit of Competency:
OBSERVE WORKPLACE HYGIENE PROCEDURES
Module Title:
OBSERVING WORKPLACE HYGIENE PROCEDURES
TECHNICAL EDUCATION SKILLS DEVELOPMENT AUTHORITY
HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL
Welcome to the module in OBSERVING WORKPLACE HYGIENE PROCEDURES. This
module contains training materials and activities for you to complete.
You are required to go through a series of learning activities in order to complete each learning
outcome of the module. In each learning outcome are Information Sheets, Self – Checks,
Operation sheets and job sheets. Follow these activities on your own. If you have questions,
don’t hesitate to ask your facilitator for assistance.
The goal of this module is the development of practical skills. To gain these skills, you must
learn the concepts and theory. For the most part, you’ll get this information from the Information
Sheets, Operation Sheets and Job Sheets.
This module was prepared to help you achieve the required competency, in “Observing
Workplace Hygiene Procedures”.
This will be the source of information for you to acquire knowledge and skills in this particular
competency independently and at your own pace, with minimum supervision or help from your
instruction.
Remember to :
Work through all the information and complete the activities in each section.
Read information sheets and complete the self – check. Suggested references are included to
supplement the materials provided in this module.
Most probably your trainer will also be your supervisor or manager. He/she is there to support
you and show you the correct way to do things.
You will be given plenty of opportunity to ask questions and practice on the job. Make sure you
practice your new skills during regular work shifts. This way you will improve both your speed
and memory and also your confidence.
Use the Self – checks, Operation Sheets or Job Sheets at the end of each section to test your own
progress.
When you feel confident that you have had sufficient practice, ask your Trainer to evaluate you.
The results of your assessment will be recorded in your Progress Chart and Accomplishment
Chart.
You need to complete this module.
COMPETENCY-BASED LEARNING MATERIALS
LIST OF COMPETENCY
No Unit of competency Module title Code
1. Develop and Update Industry Knowledge Developing and Updating Industry Knowledge
TRS311201
2. Observe Workplace Hygiene Procedures Observing workplace Hygiene Procedures
TRS311202
3. Perform Computer Operations Performing Computer Operations TRS311203
4. Perform Workplace and Safety Practices Performing Workplace and Safety Practices
TRS311204
5. Provide effective customer service Providing effective customer service TRS311205
MODULE CONTENT
UNIT OF COMPETENCY: Observe Workplace Hygiene Procedures
MODULE TITLE: Observing Workplace Hygiene Procedures
INTRODUCTION:
This unit of competency deals with the knowledge, skills and attitudes in observing
workplace hygiene procedures. It includes following hygiene procedures and identifying and
preventing hygiene risks.
SUMMARY OF LEARNING OUTCOMES:
LO1. Follow hygiene procedure.
LO2. Identify and prevent hygiene risks.
SUMMARY OF ASSESSMENT CRITERIA:
• Workplace hygiene procedures are implemented in line with enterprise and legal requirements.
• Handling and storage of items are undertaken in line with enterprise and legal requirements.
• Potential hygiene risks are identified in line with enterprise procedures.
• Actions to minimize and remove risks are taken within scope of individual responsibility of
enterprise/legal requirements.
• Hygiene risks beyond the control of individual staff members are reported to the appropriate
person for follow up.
LEARNING OUTCOME 1
Follow hygiene procedure
CONTENTS:
Hygiene procedure
Regular handwashing
Clean clothing, Cleaning & sanitizing
Avoidance of cross-contamination
Hygienic practices
ASSESSMENT CRITERIA
• Workplace hygiene procedures are implemented in line with enterprise and legal requirements.
• Handling and storage of items are undertaken in line with enterprise and legal requirements.
CONDITION:
EQUIPMENT
Computer unit with internet access
TOOLS
Fax machine
Pamphlets
Soap
Towel
Tissue
Supplies and Materials
Pen
Paper
Forms
LEARNING MATERIALS:
• Manuals
• Books
• Video (CD)
ASSESSMENT METHOD:
3. Oral questioning
Learning Outcome 1 Follow hygiene procedure
(Hygiene Procedures) If you have some problems on Information Sheet 2.1-1, don’t hesitate to
approach your facilitator. If you feel you are knowledgeable on the content of Information Sheet
2.1-1, you can now answer Self-Check 2.1-1.
3. Read Information Sheet 2.1-1a
(Regular Handwashing) If you have some problems on Information Sheet 2.1-1a, don’t hesitate
to approach your facilitator. If you feel you are knowledgeable on the content of Information
Sheet 2.1-1a, you can now answer Self-Check 2.1-1a.
4. Answer Self-Check 2.1-1a Compare your answer with the answer key 2.1-1a. If you got 100%
5. Read Information Sheet 2.1-1b
(Clean Clothing, Cleaning and Sanitizing) If you have some problems on Information Sheet 2.1-
1b, don’t hesitate to approach your facilitator. If you feel you are knowledgeable on the content
of Information Sheet 2.1-1b, you can now answer Self-Check 2.1-1b.
6. Answer Self-Check 2.1-1b Compare your answer with the answer key 2.1-1b. If you got 100%
7. Read Information Sheet 2.1-1c
(Avoidance of Cross-Contamination) If you have some problems on Information Sheet 2.1-1c,
Information Sheet 2.1-1c, you can now answer Self-Check 2.1-1c.
8. Answer Self-Check 2.1-1c Compare your answer with the answer key 2.1-1c. If you got 100%
9. Read Information Sheet 2.1-1d
(Hygiene Practices) If you have some problems on Information Sheet 2.1-1d, don’t hesitate to
2.1-1d, you can now answer Self-Check 2.1-1d.
10. Answer Self-Check 2.1-1d Compare your answer with the answer key 2.1-1d. If you got
100% correct answer in this self-check, you can now move to the next information sheet. If not
review the information sheet and go over the self-check again.
HYGIENE PROCEDURES
• Follow hygiene procedures.
HYGIENE PROCEDURES MAY INCLUDE:
Safe and Hygienic handling of equipments, foods and beverages
Regular hand washing
Correct food storage
Appropriate and clean clothing
Avoidance of cross contamination
Safe handling disposal of linen and laundry
Appropriate handling and disposal of garbage
Cleaning and sanitizing procedures
Personal hygiene
SANITATION STANDARDS IN HANDLING
SERVICE EQUIPMENT
1. Only clean and sanitized glasses, flat-wares, china-wares and other equipment shall be set up
and to be used for service.
2. Equipment should not be exposed to contamination. Keep them in closed drawers or cabinets,
not exposed to dust or dirt.
3. Food delivered for room service must be covered to avoid bacterial contamination.
4. All service equipment must be wiped dry with clean wiping clothes to protect them from
watermarks. The clothes used for this purpose must be segregated from other wiping clothes.
They may be identified by color coding.
5. Service equipment like bowls, glasses and cutleries must be handled properly.
6. Bowls should be underlined with appropriate plate under-liner and never to be served with the
finger touching the rim.
7. Avoid touching the food and utensils with bare hands. Use scooper for scooping ice; serving
spoon and fork for dishing out foods.
8. When serving straw or napkin, never hold them with bare hands. To protect them from
bacterial contamination, either serves them with their wrappers or in their respective dispensers.
9. When serving additional utensils or napkin, place them in a small plate to avoid direct contact
with the hand.
10. The thumb should be kept away from the plate to avoid touching the sauce, meat or dish.
11. When setting up flat-wares and glasses, avoid leaving finger marks on them by carrying them
in trays or with a cloth napkin.
12. Never serve food and cutleries that have fallen on the floor
13. To avoid contamination, food must be covered when it is not served immediately
13. Avoid placing foods on top of counters or tables.
14. Never serve utensils, cups, glasses or plates that are oily, wet or with finger marks, spots or
lipsticks. Remove them from the station and replace them with clean ones. Use hot water to
remove grease.
15. Air dry china wares after coming from the dishwasher
16. Do not stack dishes too high. Only chinawares can be stacked using the decoy system. This
means chinawares of the same kind and size should be stacked together.
17. Avoid handling in bouquet. Hold footed glasses on the stem and high ball glasses on the
base.
18. Never put flatwares/silverwares into glasses. Place them in their appropriate container.
19. Follow the 3 S’s (scrape, stack and segregate) when bussing.
20. Trays must be handled with the palm and not the fingers holding the plate.
SELF CHECK 2.1-1
TRUE or FALSE. Write TRUE if the statement is correct and FALSE if the statement is
incorrect and indicate your answer in the space provided for.
________1. Equipment should be exposed to contamination. Keep them in open drawers or
cabinets, exposed to dust or dirt.
________2. Bowls should be underlined with appropriate plate under-liner and never to be
served with the finger touching the rim.
________3. When serving additional utensils or napkin, place them in a big plate to avoid direct
contact with the hand
________4. The thumb should be kept away from the plate to avoid touching the sauce, meat or
dish.
________5. Avoid placing foods on top of counters or tables.
ANSWER KEY 2.1-1
1. FALSE
2. TRUE
3. FALSE
4. TRUE
5. TRUE
INFORMATION SHEET 2.1-1a
REGULAR HANDWASHING
• Perform proper hand washing
STEPS TO EFFECTIVE HAND WASHING
1. Turn on warm water to a comfortable temperature.
2. Wet hand and apply liquid soap.
3. Rub hands together vigorously for no less than 15 seconds, covering all areas of the hands and
wrists.
4. Rinse hands under warm water until soap and dirt are rinsed away. Leave the water running
while you dry your hands.
5. Dry hands with a disposable paper towel or with a clean, single use cloth towel.
6. Turn water off using a paper towel instead of your bare hands. Turning the taps off with your
bare hands will allow germs and bacteria to re-infect your hands.
Service Providers must wash their hands:
• Upon arrival to the workplace
• Before and after meal times and before handling any food
• After using the toilet
• After handling body fluids from sneezing, coughing, wiping or blowing noses, or from open
sores
• Before preparing food
• After handling raw or uncooked foods, especially raw meats and poultry
• After coming into contact with detergents or bleach while cleaning the workplace
• After handling disposal of soiled linen and laundry
• After handling garbage
SELF CHECK 2.1-1a
________1. The first step to proper hand washing is to turn on warm water to a comfortable
temperature.
________2. Service providers should wash their hands before and after meal times and before
handling any food.
________3. Dry hands with any paper towel or with single used cloth towel.
________4. After handling garbage, wipe hands with your apron and proceed to work station.
________5. Turn water off using a paper towel instead of your bare hands. Turning the taps off
with your bare hands will allow germs and bacteria to re-infect your hands.
ANSWER KEY 2.1-1a
1. TRUE
2. TRUE
3. FALSE
4. FALSE
5. TRUE
INFORMATION SHEET 2.1-1b
CLEAN CLOTHING, CLEANING AND SANITIZING
• Use appropriate and clean clothing while performing task.
APPROPRIATE AND CLEAN CLOTHING
1. Wear appropriate clothes or uniform as prescribed.
2. Be sure your clothes are clean and well pressed free from stains or wrinkles all the time.
3. Wear proper working clothes and aprons when preparing foods.
SELF CHECK 2.1-1b
MULTIPLE CHOICE. Choose the best answer from the four choices and write the letter of your
choice in the space provided for.
________1. The process of removing food and other types of soil from a surface is known as: a.
Cleaning
b. sanitizing
c. disinfecting
d. scraping
________2. The most dangerous chemical that should be kept away from the reach of children
and stored away from the kitchen is: a. sanitizer
b. detergent
c. pesticide
d. disinfectant
________3. The best way to maintain cleanliness in the workplace is to: a. clean and sanitize
only when necessary
b. clean and sanitize when your supervisor calls your attention
c. clean and sanitize when customers notice that the workplace is dirty.
d. Clean and sanitize at the start and end of your work.
________4. In washing dishes: a. Scrape and pre-rinse food from the dishes and utensils.
b. Air dry the dishes and utensils immediately
c. Rinse dishes and store in the drawer.
d. Use bath soap to wipe away dirt from the dishes.
________5. Complete cleaning of walls, ceilings and mopping of floors should be done when: a.
There are customers
b. Your supervisor tells you to do so.
c. There are cob webs
d. There is the least amount of food around.
ANSWER KEY 2.1-1b
1. A
2. C
3. D
4. A
5. D
INFORMATION SHEET 2.1-1c
AVOIDANCE OF CROSS- CONTAMINATION
• Practice avoidance of cross-contamination
Cross-contamination is the transfer of pathogenic (disease-causing) microbes from
contaminated foods (usually raw) to other foods, either directly or indirectly. It is a major cause
of food poisoning, but is easy to prevent.
Consider the following:
1. Always wash your hands before preparing food, and after handling raw foods.
2. Wash hands, dishcloths, chopping boards or any kitchen utensil that has been in contact with
raw food because they are all high on the risk list for cross-contamination.
3. Cover any cuts with waterproof bandages and do not prepare food for others if you are sick or
have a skin infection.
4. Remember that all raw foods are potential sources of contamination and store them separately
from ready-to-eat foods. For example, in the refrigerator, store raw meat and poultry below other
foods and put them on a plate to prevent dripping. It makes no difference if the raw material is
free-range or organic. The risk is the just the same.
5. Never use the same utensils for preparing raw and cooked foods. This might be easily
overlooked when preparing a barbecue. Use separate utensils and plates for raw and cooked
meat.
6. Do not prepare salads on cutting boards that have been used for raw meat. It is a good idea to
have a cutting board that is used only for meat. Clean all utensils thoroughly with hot water after
use.
7. Cleanliness in general, is essential. Kitchen work surfaces should be regularly cleaned with
hot water and detergent and kept free of domestic pets.
8. Dishcloths, tea towels, hand towels and aprons should also be washed frequently at high
temperature. After use, dry them quickly to prevent the multiplication of any microbes present.
9. Floor cloths must obviously be kept separately, but maintained in the same way.
10. Ideally, cutlery and crockery should be allowed to drain and dry naturally, or by using a
dishwasher.
11. Lastly, cleaning agents and other items that contain antibacterial agents may be effective in
limiting cross-contamination, but they are not completely effective. They should be regarded as
an additional barrier and not as a foolproof safeguard.
SELF CHECK 2.1-1c
_________1. Wash hands, dishcloths, chopping boards or any kitchen utensil that has been in
contact with raw food because they are all high on the risk list for cross-contamination.
_________2. Do not cover any cuts with waterproof bandages and prepare food for others if you
are sick or have a skin infection.
________3. You can use the same utensils for preparing raw and cooked foods.
________4. Floor cloths must obviously be kept separately, but maintained in the same way.
________5. Cleaning agents and other items that contain antibacterial agents may be effective in
limiting cross-contamination, but they are not completely effective.
ANSWER KEY 2.1-1c
1. TRUE
2. FALSE
3. FALSE
4. TRUE
5. TRUE
INFORMATION SHEET 2.1-1d
HYGIENIC PRACTICES
Personal hygiene
• Washing of the body and hair frequently.
• Frequent washing of hands and/or face.
• Oral hygiene—daily brushing and flossing teeth in avoidance of bad breath.
• Cleaning of the clothes and living area.
• General avoidance of bodily fluids such as feces, urine and vomit.
• Not touching animals before eating, or washing hands thoroughly between touching and eating.
• Holding a tissue over the mouth or using the upper arm/elbow region when coughing or
sneezing, rather than a bare hand. Alternatively, washing hands afterwards.
• Suppression of habits such as nose-picking, touching the face, etc.
• Not licking fingers before picking up sheets of paper.
• Not biting nails.
• Wear clean underwear and clothing daily.
• Washing hands after using toilet.
• Not borrowing towels, hair brush and other personal things.
Food safety
• Maintain good food and cooking hygiene to prevent food poisoning
• Cleaning of food preparation areas and equipment for example using designated cutting boards
for preparing raw meats and vegetables.
• Thorough cooking of meats
• Institutional dish sanitizing by washing with soap and clean water.
• Washing of hands after touching uncooked food when preparing meals.
• Not using the same utensils to prepare different foods.
• Non-sharing of cutlery when eating.
• Not licking fingers or hands while or after eating.
• Proper storage of food so as to prevent contamination by vermin.
• Refrigeration of foods (and avoidance of specific foods in environments where refrigeration is
or was not feasible).
• Labeling food to indicate when it was produced (or, as food manufacturers prefer, to indicate
its best before date).
• Disposal of uneaten food and packaging.
Medicine
• Use of bandaging and dressing of injuries.
• Use of protective clothing such as masks, gowns, caps, eyewear and gloves when preparing
foods.
• Sterilization of some utensils and kitchen wares.
• Safe disposal of waste.
Grooming
The related term personal grooming/grooming means to enhance one's physical appearance or
appeal for others, by removing obvious imperfections in one's appearance or improving one's
hygiene.
Grooming in humans typically includes bathroom activities such as primping: washing and
cleansing the hair, combing it to extract tangles and snarls, and styling. It can also include
cosmetic care of the body, such as shaving and other forms of depilation.
Strictly observe the following grooming standards:
HAIR
Clean, neatly combed, no dandruff
Ladies hair should be clipped on both sides or breaded ( if it is long)
Length of man’s hair should not go beyond collar and the side hair must not cover the ears
Bangs should be avoided.
UNIFORMS
Must be comfortably fit, no sagging hemline
Properly buttoned; sleeves should never be folded or rolled
Clean and well pressed; free from stains nor wrinkle
FACE
Men- free of beard and mustache
Ladies must have light and appropriate make –up that should be retouched from time to time.
Free from pimples and blemishes
MOUTH
Free from bad breath, mouthwash to be used to ensure fresh breath
No tooth decay
EARS
Clean and free from visible dirt inside and the outside
Earrings are never appropriate for men. Ladies in uniform should never wear dangling earrings
BODY
Free from body odor, deodorant to be used daily after bath
Daily bath/shower is a must
FINGERNAILS
Clean and free form dirt
Men- nail should be short and properly trimmed
Ladies- avoid very long fingernails and must always be clean and well manicured. If nail polish
is used, they should look clean, fresh and not tattered.
SHOES AND SOCKS
Should be clean and well polished, heels in good condition
Socks must be changed daily
SELF CHECK 2.1-1d
_________1. Daily brushing and flossing teeth is necessary in order to avoid bad breath.
_________2. Grooming includes cosmetic care of the body, such as shaving and other forms of
depilation.
_________3. Men- nail should be short and properly trimmed.
_________4. Earrings are appropriate for men. Ladies in uniform should always wear dangling
earrings.
_________5. Ladies must have light and appropriate make –up that should be retouched from
time to time.
ANSWER KEY 2.1-1d
1. TRUE
2. TRUE
3. TRUE
4. FALSE
5. TRUE
LEARNING OUTCOME 2
Identify and prevent hygiene risks
CONTENTS:
Proper food handling and storage
Proper storage of equipment
Correct work practices
ASSESSMENT CRITERIA
• Informal and/or formal research is used to update general knowledge of the industry
• Updated knowledge is shared with customers and colleagues as appropriate and incorporated
into day-to-day working activities
CONDITION:
EQUIPMENT
TOOLS
Telephone
Fax machine
SUPPLIES AND MATERIALS
Pen
Paper
Forms
LEARNING MATERIALS:
• Manuals
• Books
• Video (CD)
ASSESSMENT METHOD:
Direct Observation
Written/Oral Exam
Oral questioning
Learning Outcome 2 Identify and prevent hygiene risks
(Proper Food Handling and Storage) If you have some problems on Information Sheet 2.2-1,
(Proper Storage of Equipment) If you have some problems on Information Sheet 2.2-2, don’t
(Correct work Practices) If you have some problems on Information Sheet 2.2-3, don’t hesitate to
2.2-3, you can now answer Self-Check 2.2-3.
Information Sheet 2.2-1
Proper Food Handling and Storage
CORRECT FOOD STORAGE
1. Handle foods carefully. Foods must be stored in proper place using appropriate containers.
2. Avoid storage at incorrect temperatures.
3. Place foods that are to be chilled in the chiller and freeze foods that are needed to be frozen.
4. Foods must never be left uncovered.
CURRENT INFORMATION ON FOOD SAFETY
Advice for Today
• Build a healthy base by keeping food safe to eat.
• Clean. Wash hands and surfaces often.
• Separate. Separate raw, cooked, and ready-to-eat foods while shopping, preparing, or storing.
• Cook. Cook foods to a safe temperature.
• Chill. Refrigerate perishable foods promptly.
• Check and follow the label.
• Serve safely. Keep hot foods hot and cold foods cold.
Clean. Wash hands and surfaces often.
Wash your hands with warm soapy water for 20 seconds (count to 30) before you handle food
or food utensils. Wash your hands after handling or preparing food, especially after handling raw
meat, poultry, fish, shellfish, or eggs. Right after you prepare these raw foods, clean the utensils
and surfaces you used with hot soapy water. Replace cutting boards once they have become worn
or develop hard-to-clean grooves. Wash raw fruit and vegetables under running water before
eating. Use a vegetable brush to remove surface dirt if necessary. Always wash your hands after
using the bathroom, changing diapers, or playing with pets. When Wash your hands with warm
soapy water for 20 seconds (count to 30) before you eating out, if the tables, dinnerware, and
restrooms look dirty, the kitchen may be, too — so you may want to eat somewhere else.
Separate raw, cooked, and ready-to-eat foods while
shopping, preparing, or storing.
Keep raw meat, poultry, eggs, fish, and shellfish away from other foods, surfaces, utensils, or
serving plates. This prevents cross-contamination from one food to another. Store raw meat,
poultry, fish, and shellfish in containers in the refrigerator so that the juices don't drip onto other
foods.
Cook foods to a safe temperature.
Uncooked and undercooked animal foods are potentially unsafe. Proper cooking makes most
uncooked foods safe. The best way to tell if meat, poultry, or egg dishes are cooked to a safe
temperature is to use a food thermometer (figure 5, right). Several kinds of inexpensive food
thermometers are available in many stores.
Reheat sauces, soups, marinades, and gravies to a boil. Reheat leftovers thoroughly to at least
165° F. If using a microwave oven, cover the container and turn or stir the food to make sure it is
heated evenly throughout. Cook eggs until whites and yolks are firm. Don't eat raw or partially
cooked eggs, or foods containing raw eggs, raw (unpasteurized) milk, or cheeses made with raw
milk. Choose pasteurized juices. The risk of contamination is high from undercooked hamburger,
and from raw fish (including sushi), clams, and oysters. Cook fish and shellfish until it is opaque;
fish should flake easily with a fork. When eating out, order foods thoroughly cooked and make
sure they are served piping hot.
Chill. Refrigerate perishable foods promptly.
When shopping, buy perishable foods last, and take them straight home. At home, refrigerate
or freeze meat, poultry, eggs, fish, shellfish, ready-to-eat foods, and leftovers promptly.
Refrigerate within 2 hours of purchasing or preparation and within 1 hour if the air temperature
is above 90º F. Refrigerate at or below 40º F, or freeze at or below 0º F. Use refrigerated
leftovers within 3 to 4 days. Freeze fresh meat, poultry, fish, and shellfish that cannot be used in
a few days. Thaw frozen meat, poultry, fish, and shellfish in the refrigerator, microwave, or cold
water changed every 30 minutes. (This keeps the surface chilled.) Cook foods immediately after
thawing. Never thaw meat, poultry, fish, or shellfish at room temperature. When eating out,
make sure that any foods you order that should be refrigerated are served chilled.
Follow Read the label and follow safety instructions on the package such as "KEEP
REFRIGERATED" and the "SAFE HANDLING INSTRUCTIONS."
Serve safely.
Keep hot foods hot (140º F or above) and cold foods cold (40º F or below). Harmful bacteria
can grow rapidly in the "danger zone" between these temperatures. Whether raw or cooked,
never leave meat, poultry, eggs, fish, or shellfish out at room temperature for more than 2 hours
(1 hour in hot weather 90º F or above). Be sure to chill leftovers as soon as your are finished
eating. These guidelines also apply to carry-out meals, restaurant leftovers, and home-packed
meals-to-go.
When in doubt, throw it out.
If you aren't sure that food has been prepared, served, o r stored safely, throw it out. You may
not be able to make food safe if it has been handled in an unsafe manner. For example, a food
that has been left at room temperature too long may contain a toxin produced by bacteria that
can't be destroyed by cooking. So if meat, poultry, fish, shellfish, or eggs have been left out for
more than 2 hours, or if the food has been kept in the refrigerator too long, don't taste it. Just
throw it out. Even if it looks and smells fine, it may not be safe to eat. If you have doubt when
you're shopping or eating out, choose something else.
SELF CHECK 2.2-1
________1. When shopping, buy perishable foods last, and take them straight home.
________2. Store raw meat, poultry, fish, and shellfish in containers in the refrigerator so that
the juices don't drip onto other foods.
________3. Place foods that are to be chilled in the freezer and chill foods that are needed to be
frozen.
________4. Food storage should be dry, well ventilated and adequately lighted.
As a food server, do not avoid touching ready-food-to eat foods with bare hands.
________5. Cooking is the thermal process to heat food that have been previously cooked and
cooled in a food service establishment.
________6. Foods which are held, cooled and reheated, has an increased risk from
contamination caused by personal, equipment, procedures and other factors.
________7. If meat, poultry, fish, shellfish, or eggs have been left out for more than 5 hours, or
if the food has been kept in the refrigerator too long, taste it.
________8. Don't eat raw or partially cooked eggs, or foods containing raw eggs, raw
(unpasteurized) milk, or cheeses made with raw milk. Choose pasteurized juices.
ANSWER KEY 2.2-1
6. TRUE
7. TRUE
8. FALSE
9. TRUE
10. FALSE
11. TRUE
12. FALSE
13. TRUE
PROPER STORAGE OF EQUIPMENT
Ways of proper storage of equipment
1. Clean and wipe dry all equipment before storing them.
2. In sorting:
• Scrape all left over by hand;
• Sort dishes according to size;
• Stack dishes in separate pile;
• Invert cups and saucers when placing them in racks;
• Place silver wares in trays for pre-soaking;
• Pre-soak glass cream servers;
• Place silver wares for pre-soaking.
3. In racking:
• Rack dishes according to size.
• Do not overcrowd dishes. Overcrowding results to poor cleaning and increase the possibility of
a breakage.
• Rack silverwares in special containers with their handles down. Do not overcrowd them. The
ideal is 15 pieces per compartment.
• Stack trays evenly and wash them separately.
4. Handle dishes by the edge; cups and silver by the handle, stemmed glasses by the stem and
tumblers by the base.
5. Keep the dish storage area clean at all times, protected from pest infestation.
6. Keep dish/rack away from the exit end of the machine.
7. Arrange and keep linens according to its kind, color, sizes and texture.
SELF CHECK 2.2-2
________1. Do not clean and wipe dry all equipment before storing them.
________2. Keep the dish storage area clean at all times, protected from pest infestation.
________3. Invert cups and saucers when placing them in racks.
________4. Handle dishes by the edge; cups and silver by the handle, stemmed glasses by the
stem and tumblers by the base.
________5. Arrange and keep linens according to its kind, color, sizes and texture.
ANSWER KEY 2.2-2
1. FALSE
2. TRUE
3. TRUE
4. TRUE
5. TRUE
CORRECT WORK PRACTICES
SELF CHECK 2-2-3
_________1. One way of keeping our kitchen clean is to eliminate the breeding places of flies
cockroaches, vermin etc.
________2. Garbage inside the kitchen must be covered with tight fit lid.
________3. Regular cleaning should be implemented in the kitchen.
________4. Pesticides and chemicals should be stored near the different condiments used in the
kitchen.
________5. Refrigerators and freezers should be cleaned twice a year.
ANSWER KEY 2.2-3
1. TRUE
2. TRUE
3. TRUE
4. FALSE
5. FALSE
EVIDENCE PLAN/EVALUATION PLAN
TRAINEE:
TRAINER:
QUALIFICATION COMMON COMPETENCY
UNIT OF COMPETENCY COVERED OBSERVE WORKPLACE HYGIENE PROCEDURES
Ways in which evidence will be collected:
[tick the column] Demonstration with Oral Questioning Witten Test Interview
The evidence must show that the candidate……
• Workplace hygiene procedures are implemented in line with enterprise and legal requirements
X
X
• Handling and storage of items are undertaken in line with enterprise and legal requirements X
• Potential hygiene risks are identified in line with enterprise procedures X
• Action to minimize and remove risks are taken within scope of individual responsibility of
enterprise/legal requirements X X
• Hygiene risks beyond the control of individual staff members are reported to the appropriate
person for follow up X
Rating Sheet for Demonstration with Oral Questioning
Candidates’ Name:
Trainers’ Name:
Unit of Competency OBSERVE WORKPLACE HYGIENE PROCEDURES
Qualification: COMMON COMPETENCY
Date of Evaluation
Time of Evaluation
Instruction for Demonstration:
The equipment, supplies and materials needed are provided. The candidate must be able
to perform workplace and safety practices.
Demonstration Checklist Check (/) to show if evidence is demonstrated
• During the demonstration of skills, the candidate: YES NO N/A
• Implement workplace hygiene procedures in line with enterprise and legal requirements.
• Handle and store items in line with enterprise and legal requirements.
• Identified potential hygiene risks in line with enterprise procedures.
• Took action to minimize and remove risks within scope of individual responsibility of
enterprise/legal requirements
• Reported hygiene risks beyond the control of individual staff members to the appropriate
person for follow up.
Oral Questioning
Questions: Satisfactory Response
The candidate should answer the following questions: YES NO
1. How do you handle and store items?
2. What are the different steps in proper handwashing?
3. What is the proper way of cleaning and sanitizing service equipment, dishes and the
workplace?
4. What are some of the potential hygiene risk that we have to consider?
5. What actions do we have to consider in order to minimize or remove hygiene risk?
The candidate underpinning knowledge was:
Satisfactory Not Satisfactory
Feedback to candidate:
Candidate’s name: Date:
Instructor’s Name: Date:
WRITTEN TEST
Write TRUE if the statement is correct and FALSE if the statement is incorrect and write the
letter of your answer in the space provided for.
________1. Equipment should be exposed to contamination. Keep them in open drawers or
cabinets, exposed to dust or dirt.
________2. Bowls should be underlined with appropriate plate under-liner and never to be
served with the finger touching the rim.
________3. When serving additional utensils or napkin, place them in a big plate to avoid direct
contact with the hand
________4. The thumb should be kept away from the plate to avoid touching the sauce, meat or
dish.
________5. Avoid placing foods on top of counters or tables.
________6. The first step to proper hand washing is to turn on warm water to a comfortable
temperature.
________7. Service providers should wash their hands before and after meal times and before
handling any food.
________8. Dry hands with any paper towel or with single used cloth towel.
________9. After handling garbage, wipe hands with your apron and proceed to work station.
________10. Turn water off using a paper towel instead of your bare hands. Turning the taps off
with your bare hands will allow germs and bacteria to re-infect your hands.
_________11. Wash hands, dishcloths, chopping boards or any kitchen utensil that has been in
contact with raw food because they are all high on the risk list for cross-contamination.
_________12. Do not cover any cuts with waterproof bandages and prepare food for others if
you are sick or have a skin infection.
________13. You can use the same utensils for preparing raw and cooked foods.
________14. Floor cloths must obviously be kept separately, but maintained in the same way.
________15. Cleaning agents and other items that contain antibacterial agents may be effective
in limiting cross-contamination, but they are not completely effective.
ANSWER KEY
1. FALSE
2. TRUE
3. FALSE
4. TRUE
5. TRUE
6. TRUE
7. TRUE
8. FALSE
9. FALSE
10. TRUE
11. TRUE
12. FALSE
13. FALSE
14. TRUE
15. TRUE

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