TOURISM PROMOTION

SERVICES NC II
Sector Tourism
Qualification Title Tourism Promotion Services NCII
Unit of Competency DEVELOP AND UPDATE INDUSTRY
KNOWLEDGE
Module Title DEVELOPING AND UPDATING INDUSTRY
KNOWLEDGE

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 HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL
Welcome to the module in “Developing and updating industry
knowledge”. This module contains training materials and activities for
you to complete.

The unit of competency “Develop and update industry knowledge”

This unit deals with the knowledge, skills required to access, increase and
update industry knowledge. It includes seek information on the industry
and update industry knowledge.

You are required to go through a series of learning activities in order

to complete each learning outcome of the module. Each learning
outcomes is provided with Information Sheets (Reference Materials for
further reading to help you better understand the required activities).
Follow these activities on your own and answer the self-check at the end
of each module (or get one from your facilitator/trainer) to write your
answers for each self-check. If you have questions, don’t hesitate to ask
your facilitator for assistance.

Recognition of Prior Learning (RPL)

You may already have some or most of the knowledge and skills
covered in this learner’s guide because you have:
 Been working for some time.
 Already completed training in this area.

If you can demonstrate to your trainer that you are competent in a

particular skill or skills, talk to him/her about having them formally
recognized so you don’t have to do the same training again. If you have a
qualification or Certificate of Competency from previous trainings, show it
to your trainer. If the skills you acquired are still current and relevant to
the unit/s of competency they may become part of the evidence you can
present for RPL. If you are not sure about the currency of your skills,
discuss this with your trainer.

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 At the end of this module is a Learner’s Diary. Use this diary to
record important dates, jobs undertaken and other workplace events that
will assist you in providing further details to your trainer to complete once
you complete the module.

This module was prepared to help you achieve the required

competency, in Develop and update industry knowledge. This will be the
source of information for you to acquire knowledge and skills in this
particular trade independently and your own pace, with minimum
supervision or help from your instructor.
 Talk to your trainer and agree on how you will both organize the
Training of this unit. Read through the module carefully. It divided into
sections, which cover all the skills, and knowledge you need to
successfully complete this module.

 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 the module.

 Most probably your trainer will also be your supervisor or manager.

He/She is there to support you and show you correct way to do things.

 Your trainer will tell you about the important things you need to
consider when you are completing activities and it is important that
you listen and take notes.

 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.

 Talk to more experience workmates and ask for their guidance.

 Use the self-check questions at the end of each section to test your
own progress.

 When you are ready, ask your trainer to watch you perform the
activities outlined in this module.

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 As you work through the activities, ask for written feedback on your
progress. Your trainer keeps feedback/pre-assessment reports for this
reason. When you have successfully completed each element, ask
your trainer to mark on the reports that you are ready for assessment.

 When you have completed this module (or several modules), and feel
confident that you have had sufficient practice, your trainer will
arrange as appointment with accredited competency assessor to
assess you. The results of your assessment will be recorded in your
Competency Achievement Record.

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 COMPETENCY BASED LEARNING MATERIALS

TOURISM PROMOTION SERVICES NC II

COMMON COMPETENCIES

No Unit of Competency Module Title Code

Developing TRS311201
Develop and update and updating
1 industry knowledge industry
knowledge

Observe workplace Observing TRS311202

hygiene procedures workplace
2 hygiene
procedures
Perform computer Performing TRS311203
3 operations computer
operations

Perform workplace and Performing TRS311204

4 safety practices workplace and
safety practices

Provide effective Providing TRS311205

5 customer service effective
customer service

MODULE CONTENT

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 Learning Outcome Learning Content Progress Training
Check Duration

30 MINUTES
LO 1: SEEK  Understand how
INFORMATION ON THE to seek
INDUSTRY information on
the industry

LO 2:UPDATE  Understand 1 HOUR

INDUSTRY KNOWLEDGE industry
knowledge

LO 3: DEVELOP AND  Understand How 1 HOUR

UPDATE LOCAL to Develop and
KNOWLEDGE Update local
knowledge

LO4. PROMOTE
PRODUCTS AND  Understand on 1 HOUR
SERVICES TO how to promote
CUSTOMERS products and
services to
cusotmers

COMPETENCY SUMMARY

Unit of Competency Develop and Update industry knowledge

Module Title Developing and updating industry knowledge

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Module Descriptor This unit of competency deals with the knowledge,
skills and attitude required to access, increase and
update industry knowledge. It includes seek
information on the industry and update industry
knowledge

Nominal Duration 3.6 HOURS

Learning Outcome

1. Seek information on the industry

2. Update industry knowledge
3. Develop and update local knowledge
4. Promote products and services to customers

Assessment Criteria

1. Sources of information on the industry are correctly identified and

accessed
2. Information to assist effective work performance is obtained in line
with job requirements
3. Specific information on sector of work is accessed and updated
4. Industry information is correctly applied to day-to-day work
activities

LEARNING OUTCOME 1: Seek information on the industry

CONTENTS:

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 1. Environmental issues and requirements in industries

Assessment Criteria

1. Sources of information on the industry are correctly identified and

accessed
2. Information to assist effective work performance is obtained in line
with job requirements
3. Specific information on sector of work is accessed and updated
4. Industry information is correctly applied to day-to-day work
activities

Conditions:

The student/trainee must be provided with the following:

Materials
Telephone
Fax machine
Pen and paper
Reference Book
Forms

METHODOLOGY:
 Lecture
 Group Discussion

ASSESSMENT METHOD:
 Interviews/Questioning
 Individual/Group Project or Report

LEARNING EXPERIENCE
Learning Outcome 1: Seek information on the industry knowledge

Learning Activities Special Instructions

1. Read Information Sheet 1.1-1 If you have some problem on the
“Environmental issues and content of the information sheet

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requirements in industries” don’t hesitate to approach
facilitator.
If you feel that you are
knowledgeable on the content of
the information sheet, you can now
answer Self-Check provided in the
module.
2. Answer Self-Check 1.1-1 Compare Compare your answer to the Answer
your answer with the answer key Key on 1.1-1 “Environmental issues
1.1-1. and requirements in industries” You
are required to get all answers
correct. If not, read the Information
Sheet again to answer the questions
correctly.
Congratulation on Job well done!. You have now successfully
completed the last competency for this qualification and is now
ready for the National Assessment. Goodluck!

INFORMATION SHEET 1.1-1

Environmental issues and requirements in industries

Learning Objective:

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After reading this information sheet, you must be able to:
• Understand environmental issues and requirements on industries.

The following are environmental issues and requirements on

industries:
1. Rewards and Incentives.
• Meets staff needs and expectations
• Fairly distributed; there is an objective basis for assessing the merits of
performance; rewards are given to deserving recipients.
2. Job Conditions
• Goals/targets are clearly understood and agreed upon with the
employees; the management team and the staff identify the goals.
• Job standards are clearly understood and agreed upon with the
employees.
• Good performance is reinforced by rewards.
• Sanctions are consistently enforced on non-compliance.
• Performance is strictly monitored to ensure compliance.
• Employees are given feedback regarding their progress and are given the
opportunity to explain their handicaps or difficulties in meeting the
standards.
• Consequences of performance are appropriately handled.
• Situational leadership is appropriately applied by the leaders.
3. Rapport between the employer and the employees
• There is mutual trust and respect between the employer and his
employees.
• Members of the management team express their concern over employee’
problems and difficulties on the job.
• No one is convicted for an offense without proper hearing or
investigation.
4. Healthy Team Climate
• Working relationships are built on trust, respect and cooperation.
• There is an open and honest communications in the team; no suppression
of feelings.
• Conflicts and differences are confronted and dealt with constructively.
5. Favorable corporate values
• There is a high value for quality, excellence, time, cost, productivity,
corporate image, customer satisfaction, etc.
• Positive corporate values are internalized by everyone in the
organization.
• Corporate values are translated into action by way of operational policies
and corporate practices.
6. Favorable attitudes
• The members of the management team do not project biases and

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prejudices against their employees and colleagues.
• No one reads meanings that do not exist.
• Discussions on controversies are focused on the issues and not on
personalities.
7. High Level of staff participation
• The staffs are given opportunities to participate in a democratic decision
making.
• The staffs are consulted on issues affecting them.
8. Challenging and interesting job
To avoid monotony, the job is made more challenging through
• Job rotation
• Job enrichment
9. Recognition of good work
• Employees are affirmed and appreciated for their efforts and good work.
• Employees are rewarded based on the merits of their performance.
10. Employees are made to understand the significance of the
job.
• Employees are made to understand the importance of job orders and job
procedures.
• Employees are made aware of the consequences of their performance.
11. Misunderstanding, apprehensions and biases of employees
are confronted and resolved.
• Fears, misconceptions and apprehensions of employees are discussed
with concerned employer or employees, clarified and resolved.
Updating information
As worker in the hospitality industry, it is our duty to revise and keep
ourselves abreast of the different news and information in our work.
Sources of information may come from the following:
1. media
2. reference books
3. libraries
4. unions
5. industry associations
6. industry journals
7. internet
8. personal observation and experience.

SELF-CHECK 1.1-1

TRUE OR FALSE:

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INSTRUCTION: Write True if the statement is True and False if not.

________________1. In order to make the job challenging and interesting, job

rotation is being practiced.

________________2. One of the favorable attitudes of superiors is they play

favorite from among their employees.

________________3. Openness and honest communications in the team; no

suppression of feelings; are some examples of healthy relationship in a
team.

_________________4. Fair distribution of merits will increase the productivity

of employees.

_________________5. A good leader will always ask his employee to leave

problems at home and work overtime. He puts the blame to his worker for
does not give advice to resolve the employee’s trouble.

ANSWER SHEET 1.1-1

1. TRUE
2. FALSE

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 3. TRUE
4. TRUE
5. FALSE

LEARNING OUTCOME 2: Update industry knowledge

CONTENTS:
1. Work ethics required to work in the industry

2. Career opportunities

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 3. Job descriptions of industry personnel

4. The front office

ASSESSMENT CRITERIA:
1. Informal and/or formal research is used to update general knowledge
of the industry

2. Updated knowledge is shared with customers and colleagues as

appropriate and incorporated into day-to-day working activities

CONDITIONS:
Student/Trainee must be provided with the following:
Equipment Tools Supplies/ Learning
Materials Materials
Computer Unit Telephone Pen Manuals
Fax Machine Paper Video
Forms Books
METHODOLOGY
 Lecture
 Group Discussion
ASSESSMENT METHOD:
 Interviews/Questioning
 Interviews/Group Project or Report

LEARNING EXPERIENCES
Learning Outcome 2: Update industry knowledge
Learning Activities Special Instructions

1. Read Information Sheet 1.2-1 If you have some problem on the

“Work ethics required to work in content of the information sheet don’t
the industry” hesitate to approach your facilitator.

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 If you feel that you are
knowledgeable on the content of the
information sheet, you can now
answer Self-Check provided in the
module

2. Answer Self-Check 1-2-1 on “Work Compare your answers to the answer

ethics required to work in the keys on 1.2-1 “Work ethics required
industry” to work in the industry””. You are
required to get all answers correct. If
not, read the information sheets
again to answer all the questions
correctly.

3. Read Information Sheet 1.2-2 If you have some problem on the

“Career Opportunities” content of the information sheet don’t
hesitate to approach your facilitator.
If you feel that you are
knowledgeable on the content of the
information sheet, you can now
answer Self-Check provided in the
module

4. Answer Self-Check 1-2-2 on Compare your answers to the answer

“Career Opportunities” keys on 1.2-1 “Career
Opportunities”. You are required to
get all answers correct. If not, read
the information sheets again to
answer all the questions correctly.

5. Read Information Sheet 1.2-3 If you have some problem on the

“Job description of industry content of the information sheet don’t
personnel” hesitate to approach your facilitator.
If you feel that you are
knowledgeable on the content of the
information sheet, you can now
answer Self-Check provided in the
module

6. Answer Self-Check 1-2-3 on “Job Compare your answers to the answer

description of industry personnel” keys on 1.2-3 “Job description of
industry personnel”. You are
required to get all answers correct. If
not, read the information sheets
again to answer all the questions
correctly.

7. Read Information Sheet 1.2-4 If you have some problem on the

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 “The front office” content of the information sheet don’t
hesitate to approach your facilitator.
If you feel that you are
knowledgeable on the content of the
information sheet, you can now
answer Self-Check provided in the
module

8. Answer Self-Check 1.2-4 Compare your answers to the answer

Compare your answer with the keys on 1.2-4 “The front office”. You
answer key 1.2-4. are required to get all answers
correct. If not, read the information
sheets again to answer all the
questions correctly.

INFORMATION SHEET 1.2-1

Work ethics required to work in the industry

Learning Objectives:

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After reading this Information Sheet you should be able to:
1. Determine work ethics required to work in the industry.

1. Cooperation and
camaraderie.
A good citizen is always ready to help and cooperate with other members
of the society. The spirit of “bayanihan” runs in our blood stream.
Cooperation is certainly necessary especially in this age of globalization
which calls for the nation to move as one as it competes with the rest of the
world.

2. Avoidance of Conflict – A harmonious relationship is attainable if

conflict is avoided.
How to minimize conflict:
• Actions and words should be done and said with due courtesy
• Practice the “golden Rule” – “Don’t do to others what you don’t want
them to do to you.”
• Refrain from destructive personal criticism, argument, unpleasant
comments and judgments.

HANDLING GUEST COMPLAINTS

1. Approach the complaining customer politely as you say: “Anything I can

do for you sir? Or May I help you sir?”

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2. Listen attentively; let him finish his statement before reacting. If the
message is not clear, confirm or clarify. “If I got you right sir, are you saying
that “
3. Get more details: Client: Your service is lousy. ... Worker: “What exactly
went wrong sir?
4. Be calm and sober even if the customer is rude or shouting at the peak
of his voice. Be gracious and courteous no matter how irritating the
customer is.
5. Be open-minded; accept the facts of his complaints and refrain from
being defensive. Acknowledge customer comments even if he does not
seem to be talking sense. “Your comment is well taken, sir.”
6. Accept the clients feeling, saying something like: Í can understand how
you feel, sir.”
7. Never argue or disagree or indiscreetly prove the customer wrong. If the
comment is an unsound accusation, raise your point by using the Yes-but
technique. Acknowledge his comments first before presenting your point. “I
can see that you are not satisfied with our services, and I respect your
comments. However many of our customers seem like our services, in fact
we are the best among others.
8. If service is faulty, apologize. “I am sorry for what happened.”
9. Settle sensitive matters or problems in private so as not to place the
guest in an embarrassing situation. Example, declined credit card, shortage
of cash for payment, suspended signing privilege, etc. This matter should
be referred to supervisor who will ask waiter to request the customer to see
him in a private office. Worker will tell the client: Excuse me sir, someone
wishes to see you at the counter”, do not say: “My supervisor is calling for
you.”
10. Never pass the buck (blame) on another person or department in an
effort to defend oneself.
11. If the guest is very upset, does not want to accept apologies or is
making a fuss out of petty matters or cannot be pacified, call the
Supervisor or the manager.
12. Should a complaint or request require a delicate decision or action, or a
request that run counter to some business policies like discount or waiving
service charge, etc. refer to the supervisor?
The waiter should tell the guest: I’m sorry sir but I am not authorized to
decide on this matter, may I refer you to my supervisor?”
13. Take appropriate action immediately and assure the complaining
customer that his concern is being taken seriously and that corrective
action shall be taken.
When the customer is exhibiting scandalous behavior like shouting or
uttering provocative statements alert the security officer and get security
assistance especially when violent reactions are already displayed.
However, the security officer must be discreet in dealing with the customer.

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Before the security staff takes over. The head waiter must try to pacify the
customer first, get him away from the area and talk to him in private.
• Identify the problem of the customer before taking into action about their
complaints.
14. Show appreciation rather than irritation upon receiving a complaint or
negative remark.
“Thank you sir for bringing this matter to our attention”
“I have taken note of your comments sir, thank you for calling our
attention. We will see to it that it won’t happen again.”
15. Healthy Spirit of cohesiveness
• Being physically present when a group project is being executed.
• Showing concern and interest in your group mates view and suggestions;
• Showing appreciation on each other’s contributions;
• Taking pride
Open Communication
a. Utilize Verbal and Non-verbal means of communication. If practiced,
conflict can be worked out and genuine relationship can be developed.

SELF-CHECK 1.2.1

TRUE OR FALSE:

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INSTRUCTIONS: Write True if the statement is True and False if not.

__________________1. Cooperation is not necessary especially in this age of

globalization which calls for the nation to move as one as it competes with
the rest of the world.

__________________2. To minimize conflicts, one must refrain from

destructive personal criticism, argument, unpleasant comments and
judgments.

__________________3. In handling guest complaint, one must approach the

guest and ask him/her to leave the premises immediately as he is creating
unfavorable atmosphere in the area.

__________________4. A harmonious relationship is attainable if conflict is

avoided.

_________________5. Show irritation rather than appreciation upon receiving

a complaint or negative remark.

ANSWER KEY 1.2-1

1. FALSE
2. TRUE
3. FALSE

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 4. TRUE
5. FALSE

INFORMATION SHEET 1.2-2

Career Opportunities

Learning Objectives:

After reading this information sheet, you must be able to:

• Determine career opportunities in the industry.

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 Staff Training
a. Job orientation is given to all
employees immediately upon
hiring.
b. Employees are continuously
updated of changes in company
policies, products, services and
other pertinent information
concerning their jobs.
c. Staff training is responsive and
relevant to the staff’s training
needs.
d. Formal training is reinforced by the on the job coaching and instructions.
e. A thorough training needs analysis is conducted before a designing
training plan.
f. Employees are given opportunities to grow and develop in their career
through programs for professional advancement.
g. New recruits are rapidly turned into productive and efficient service staff.
h. There is a consistent monitoring of application of learning, errors are
identified and corrected as they arise.
i. There is a clear, convincing and well organized delivery of instructions; a
well organized lesson plan is followed.
2. Employees’ Morale, Welfare
a. Employees are appreciated and praised for their efforts and good work.
b. Employees are treated fairly and uniformly, without prejudice or
discrimination.
c. Employees are given due respect; they are never humiliated or insulted.
d. There is a trust and confidence in the employees’ capacities and abilities.
e. Employees are provided with safe working environment and safety
devices.
f. Employees’ right self expression is respected.
g. Personal Concerns, complaints and grievances of employees are
acknowledged, listened to, given time and attention.
h. Employees feel ease in approaching their superior; the boss does not
appear threatening to his staff.
3. Communications and Grievance Handling
a. Meetings are conducted regularly to discuss/resolve operational
problems.
b. Hearsays or gossips are never tolerated nor entertained.
c. Diplomacy and tact are observed in dealing with infractions, complaints
and grievances.
d. Emphatic listening is demonstrated during corrective interviews and
counseling.
e. There is sensitivity to the feelings and self esteem of subordinates;
demeaning, judgmental remarks are avoided.
f. Written correspondence like memos, reports, etc. are prepared in proper

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format with clarity and accuracy.
g. Every employee is informed of what is expected of him; likewise told
about his progress on the job.
h. Confidential matters are kept secret, never divulged to other employees.
i. Employees are made to understand the significance of their job and the
rationale for orders, instructions, policies, and procedures.
j. Employees are consulted on matters affecting them.
k. There is a smooth flow of communications and coordination with other
officers, departments.
l. Orders and instructions are expressed with clarity and diplomacy.
m. Oral communications are spontaneous.
n. Assertive communication is demonstrated in fighting for ideas and
convictions. There is an open objective discussion of ideas and differences.
o. There is objectivity in handling grievances of employees; the boss listens
to reasons, investigates and takes proper action.

SELF-CHECK 1.2-2

TRUE OR FALSE:

INSTRUCTIONS: Write True if the statement is True and False if not.

_____________1. Employees are given opportunities to grow and develop in

their career through programs for professional advancement.

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_____________2. There is a consistent monitoring of application of learning,
errors are not identified and are not corrected as they arise.

_____________3. Meetings are conducted regularly to discuss/resolve

operational problems.

_____________4. There is sensitivity to the feelings and self esteem of

subordinates; demeaning, judgmental remarks should be avoided.

_____________5. There should be objectivity in handling grievances of

employees; the boss listens to reasons, investigates and takes proper
action.

ANSWER KEY 1.2-2

1. TRUE
2. FALSE
3. TRUE
4. TRUE
5. TRUE

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 INFORMATION SHEET 1.2-3
Job Description of Industry Personnel

LEARNING OBJECTIVES:
You are expected to understand one’s job description.
• Bartender
• Food Service attendant (waiter)
• Baker
• Cook

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 • Receptionist
• Room attendant

A broad, general, and written

statement of a specific job,
based on the findings of a job
analysis. It generally includes
duties, purpose,
responsibilities, scope, and
working conditions of a job
along with the job's title, and
the name or designation of
the person to whom the
employee reports. Job
description usually forms the
basis of job specification.

BARTENDER
Basic Function:
Prepares/mixes alcoholic and
non-alcoholic drinks.
Specific duties:
Prepares or mixes drinks
following standard recipes
Sets up the bar
Takes charge of storage of
beverage and bar supplies.
Makes report on beverage
sales and spoilage.

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Takes of inventory of beverage consumption as well as of losses.
Sees to it that the bar is properly stocked, clean and well maintained.
Attends to customer needs, requests and complaints at the bar counter
Pushes the sale of wine sand other beverage items.
Checks the availability of bar stocks and makes requisition when needed.
Serves drink from the counter.
Performs other related duties as maybe assigned by superior.

FOOD ATTENDANT
Basic Function: Takes and
serves food and beverage
orders according to prescribe
standards of service.
Specific duties:
Looks after the necessary
preparations before the start
of operation:
• Wipes/prepares necessary
containers, hollowware,
napkins, cutleries, and other
supplies.
• Refills salt and
peppershakers and other
condiments.
• Checks and re-stocks service station and sees to it that the par stock is
maintained.
• Sets up the tables and installs required facilities.
• Studies the menu and familiarizes himself with the outlet’s specialties as
well as out of stock items and undertakes suggestive selling
• Takes and serves food and beverage orders.
• Assists busboy in placing and in picking up orders from the kitchen.
• Assists in welcoming and in seating the guests.
• Attends to the settlement of the bill of guests.
• Attends to guest’s inquiries, requests and complaints.
• Assists in clearing soiled dishes, dirt and trash.
• Performs side duties and other assignments given by the superior.

RECEPTIONIST
Basic Function: Welcomes and greets customers at the entrance and
escorts them to their tables.
Specific duties:
• Receives guests, welcomes and
greets them and escorts them to their
assigned tables.
• Attends to reservations and

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inquiries over the phone and disseminates to all concerned officers the
details of reservation.
• Maintains and fills logbooks/reservation book with the necessary
information and keeps all reservation signs in place.
• Assists in maintaining order and cleanliness of the outlet.
• Assists in the preparation of mis-en-place and in taking food orders, does
suggestive selling,
• assists in the settlement of guests checks.
• Monitors movement in the outlet and reports to captain any unusual
incident or suspicious person noted.
• Attends to guest’s inquiries, requests and complaints.
• performs other related duties as maybe assigned by superior.
• Food and beverage service is the climax of the relationship between the
food industry and the customer,
• Customers are the lifeblood of the food and beverage business. To ensure
continuous patronage, their satisfaction must be sustained. They deserve
preferential, prompt and consistent service.
• Customers should be provided with good nutrition, meals to match their
budget, controlled use of time, and pleasurable eating.

BAKER
Basic Function: Prepare and produce a range of high quality pastry
products in commercial food production environments and hospitality
establishments.
Specific Duties
• Prepares pastry products
• Decorates and presents variety of pastry products
• Prepares and present gateaux, tortes and cakes
• Prepares and displays petit fours
• Presents desserts
• Stores different pastry products
COOK (Cook Helper)
Basic Function: Assists in the daily preparation and cooking of dishes and
maintains cleanliness in the production area.
Specific Duties
• Prepares utensils and work areas
• Transfers/Withdraws stock from the storeroom
• Prepares stocks and sauces.
• Prepares vegetables/cereals
• Prepares equipment and tools for cook
• Assists in dishing out prepared and cooked foods according to portion.

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 SELF-CHECK 1.2-3

IDENTIFICATION:
INSTRUCTIONS: Identify whether the following is a duty or function of a
bartender, baker, food attendant (waiter), cook, room attendant or a
receptionist.

____________1. Prepares/mixes alcoholic and non-alcoholic drinks.

____________2. Takes and serves food and beverage orders according to

prescribe standards of service.

____________3. Welcomes and greets customers at the entrance and escorts

them to their tables.

____________4. Prepare and produce a range of high quality pastry products

in commercial food production environments and hospitality
establishments

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____________5. Assists in the daily preparation and cooking of dishes and
maintains cleanliness in the production area.

ANSWER SHEET 1.2-3

1. BAR TENDER
2. FOOD ATTENDANT
3. RECEPTIONIST
4. BAKER
5. COOK

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 INFORMATION SHEET 1.2-4
The Front Office
Learning Objectives:
After reading this information sheet, you should be able to:

 Determine the job description of front office personnel and

management.
Managing Front Office Department Front office

A very critical service unit because its personnel are the first contact of
guest and prospective patrons.
Room Accommodation
One of the major sources of revenue of the hotel.
Rooms Division or Rooms Maintenance Department
The unit that looks after all matters pertaining to room bookings and hotel
accommodation.

Three sections of Rooms Division

1. Front Office
– attends to room bookings and registration of hotel guests
– Front of the House
2. Housekeeping Section
- looks after the cleanliness, orderliness and maintenance of guestrooms
and public areas.

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- Provision for linen and laundry service
- Back of the House
3. Room Sales
- handles room reservations and sales
- handled by the Front Office in smaller hotels and lodging houses.

SUB- UNITS OF THE FRONT OFFICE

1. Front Desk – serves as communication and information center

handles registration of hotel guest
2. Reservation Section – handles reservations for room bookings either
through the telephone or direct personal contact
3. Bell Service – responsible for escorting guest during check-in and check-
out, attending to their luggage and doing errands for the front desk.
4. Telephone Exchange – handles the Telephone Communication System to
include: answering incoming calls, receiving and disseminating messages,
giving information to callers through the phone, placing and receiving long
distance and overseas calls, screening calls and other related matters.
5.Front Office Cashiering – responsible for the settlement of guest bill.
6. Concierge / Guest Relations Assistance – is the section that attends to
any kind of guest assistance like tour and travel assistance, directions to
point of interests, confirmation of tickets, and other services of this kind.
7. Airport / Transport Guest Assistance – handles the transport of guest to
and from the airport and other transport terminal.
8. Business Center – handles all transaction in the business center including
computer services, sending fax or e-mail, photocopy, sale of souvenir
items, etc.

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 SELF-CHECK 1.2-4
MULTIPLE CHOICE:

INSTRUCTIONS: Choose the best answer from among the four choices
and write your answer in the space provided for.
_______1. It serves as the center of communication in the hotel
a. Front desk
b. reservation section
c. business center
d. reception
______2. Looks after the cleanliness, orderliness and maintenance of
guestrooms and public areas.
a. front office
b. housekeeping
c. room sales
d. bell service
______3. Handles room reservations and sales
a. front office
b. housekeeping
c. room sales

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d. bell service
______4. Responsible for the settlement of guest bill.
a. front office
b. housekeeping
c. room sales
d. front office cashiering
______5. Responsible for escorting guest during check-in and check-out,
attending to their luggage and doing errands for the front desk.
a. front office
b. housekeeping
c. room sales
d. bell service

ANSWER KEY 1.2-4

1. A
2. B
3. C
4. D
5. D

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LEARNING OUTCOME 3: Develop and update local knowledge
CONTENTS:
1. What is local knowledge and the importance.
ASSESSMENT CRITERIA:
1. Local knowledge is developed to assist queries on local/national
tourism industry
2. Local knowledge is updated using informal and/or formal research
3. Contact with local communities is maintained

CONDITIONS:

The student/trainee must be provided with the following:

Materials

Reference Book

Projector and Projector Screen

Telephone

METHODOLOGY:
 Lecture

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  Group Discussion
ASSESSMENT METHOD:
 Interviews/Questioning
 Individual/Group Project or Report

LEARNING EXPERIENCES
Learning Outcome 3: Develop and update local knowledge
Learning Activities Special Instructions
1. Read Information Sheet 1.3-1 on If you have some problem on the
“What is Local Knowledge and the content of the information sheet
Importance” don’t hesitate to approach your
facilitator.
If you feel that you are
knowledgeable on the content of
the information sheet, you can now
answer Self-Check proided in the
module.
2. Answer Seld-Check 1.3-1 on Compare your answer to the Answer
“What is Local Knowledge and the Sheet on 1.3-1 “What is Local
Importance” Knowledge and the Importance”.
You are required to get all answers
correct. If not, read the information
sheets again to answer all the
questions correctly.

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 INFORMATION SHEET 1.3-1

Local Knowledge

LEARNING OBJECTIVES:

You are expected to:

1. Understand what is Local knowledge and how is it important.

Is the knowledge that people in

a given community have
developed over time, and
continue to develop. It is: Based
on experience. Often tested over
centuries of use. Adapted to
the local culture and
environment. It is:

 Based on experience
 Often tested over centuries
of use
 Adapted to the local
culture and environment
 Embedded in community practices, institutions, relationships and
rituals
 Held by individuals or communities

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  Dynamic and changing

The term LOCAL KNOWLEDGE seems least biased in terms of its contents
or origin. As it embraces a larger body of knowledge systems, it includes
those classified as traditional and indigenous.

The concept of Local Knowledge

 Indigenous Knowledge- systems are often associated with
indigenous people thus rather limiting for policies, projects and
programmed seeking to work with ritual farmers in general.
 Traditional Knowledge – implies that people living in rural areas
are isolated from the rest of the world and that their knowledge
systems are static and do not interact with other knowledge
systems.
 Common Knowledge – is held by most people in a community;
example, almost everyone knows how to cook rice (or local staple
food)
 Shared Knowledge – is held by many, but not all, community
members; example, villagers who raise livestock will know more
about basic animal husbandry than those without livestock.
 Specialized Knowledge – is held by a few people who might have
had special training or an apprenticeship; example, only few
villagers will become healers, midwives, or blacksmiths.
 Significant contributions to global knowledge have originated
with local people, it is passed down from generation to generation
and closely interwoven with people’s cultural values.
Key points

 Local knowledge is developed over time by people living in a given

community, and is continuously developing
 Knowledge and access to knowledge are not spread evenly through
a community or between communities; people have different
objectives, interest, perceptions, beliefs and access to information
and resources.
 Knowledge systems are dynamic, people adapt to changes in their
environment and absorb and assimilate ideas from a variety of
sources.
 The type of knowledge people have is related to their age, gender,
occupation, labor division within the family, enterprise or
community socio-economic status, their experience, environment,
history.
 Local knowledge is the human capital of the rural and urban people,
it is the main asset they invest in the struggle for survival, to
produce food, provide for shelter or achieve control of their own
lives.

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 SELF-CHECK 1.3-1

TRUE OR FALSE:

INSTRUCTIONS: Write True if the statement is True and False if not.

_____________1. Local knowledge is not developed over time by people

living in a given community, and is continuously developing

_____________2. Local knowledge is the human capital of the rural and

urban people, it is the main asset they invest in the struggle for survival,
to produce food, provide for shelter or achieve control of their own lives.

_____________3. Significant contributions to global knowledge have

originated with local people; it is passed down from generation to
generation and closely interwoven with people’s cultural values.

_____________4. Knowledge systems are dynamic, people adapt to changes

in their environment and absorb and assimilate ideas from a variety of
sources.

_____________5. Specialized Knowledge is held by a few people who might

have had special training or an apprenticeship; example, only few
villagers will become healers, midwives, or blacksmiths.

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 ANSWER SHEET 1.3-1

1. FALSE
2. TRUE
3. TRUE
4. TRUE
5. TRUE

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LEARNING OUTCOME 4: Promote products and services to
customers
CONTENTS:
1. Understand ways on promoting products and services.
ASSESSMENT CRITERIA:
1. Promotional initiatives are described that may be used to promote
products and services
2. Selling skills are applied according to customer needs

CONDITIONS:

The student/trainee must be provided with the following:

Materials

Reference Book

Projector and Projector Screen

Laptop

METHODOLOGY:
 Group Discussion
 Individual/Group Assignment

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ASSESSMENT METHOD:
 Interviews/Questioning
 Interviews/ Group Project or Report

LEARNING EXPERIENCES
Learning Outcome 4: Promote products and services to customers
Learning Activities Special Instructions

1. Read Information Sheet 1.4-1 on If you have some problem to the

“Ways to promote products and content of the information sheet don’t
services” hesitate to approach your facilitator.
If you feel that you are knowledgeable
on the content of the information
sheet, you can now answer self-check
provided in the module.

2. Answer Self-Check 1.4-1 on “Ways to Compare your answers to the Answer

promote products and services” Key on 1.4-1 “Ways to promote
products and services”. You are
required to get all answers correct. If
not, read the information sheets again
to answer all the questions correctly.

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 INFORMATION SHEET 1.4-1
Ways to promote products and services to customers

Learning Objectives:
You are expected to:
1. Identify the ways to promote products and services

If you’ve ever come out with a

new product or service, you
know how tough it can be to
get the word out. You could be
offering the best new product
or service in the world, but if
you don’t promote it properly,
you may end up losing money
down the line. Here are some
creative ways to promote a
new service or product for your
small business.

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How to Promote a New Product or
Service
When it comes to promoting a new product or service for your business, it
can seem like there are endless options. It can be difficult to figure out
where to get started and which methods of promotion will give you the
best results. The truth is that there are many ways to promote your
business, and what works may depend on your business. Here are 9 ways
to promote a new service or product for your business.

1. Offer Customers an Exclusive Preview

Your loyal customers are a key part of how to promote your product,
because they are most likely the first ones who will buy it. Offer customers
an exclusive preview of your new product. This can take the form of a
private, pre-launch party, an online preview, or a special invitation to test
out your latest service. These exclusive offers to loyal customers will
make them feel good and keep them coming back.

2. Social Media Contests

Contests, giveaways, and sweepstakes are a very popular tool among top
quality marketers. Why? Marketers know that social media contests work!

Social media contests are a fun, easy way of connecting with customers
and bringing in more fans for your social media platforms. A simple
Facebook contest for example, garners 34% new fans on average per
campaign. That’s huge considering that organic reach is low on Facebook!
Instagram giveaways give customers an exclusive chance to be the first
person to get their hands on your new product—for free! The giveaway
can be marketed all across your social media channels and through
email. Run an Instagram giveaway to get more direct traffic, put
your business in front of new customers, and for a fun way to connect with
fans.

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3. Email Marketing
Did you know that 82% of
consumers open emails from
businesses, and that 44% of
email recipients made at least one
purchase last year based on a
promotional email? Email marketing via
newsletters is a fantastic vehicle for
advertisement, and is one of the best ways to
promote a new service or product.
Email newsletters allow you to easily share news of your product, photos,
and information with customers. From there, offering an exclusive
discount or promotion is a great way to “seal the deal” so to speak, and
get cash flowing your way. For more ideas, check out this post on email
newsletter topic ideas.

4. Facebook Ads
With 1.44 billion monthly active users, Facebook is
a window to a huge market. That’s why Facebook
ads are an incredibly effective marketing tool.
Facebook is particularly useful in concisely
targeting your audience, as Facebook’s impressive
data collection allows businesses to target by
gender, age, location, interest, and more. You also
have an array of options for the type of ad you
want, and you can easily stick to your budget by creating a cap on how
much you want to spend daily or monthly.

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5. In-Store Promotions
Businesses with brick and mortar locations have the added opportunity to promote a new
product or service in-store. If you want to know how to promote your product in your
studio or store, the #1 thing you need to do is to give people a reason to go to your
store.
Aside from having attractive logos and signage, you can promote your new product or
service in store with signs and promotional materials inside. Offer exclusive in-store
discounts, such as a buy-one-get-one-free or a percentage discount. You could also
market your product as being exclusively available at your retail store. Whatever your
promotion, be sure to emphasize that it won’t last forever. Customers whose purchase
power is limited, either by time or inventory, feel a more pressing sense of urgency to
buy when it comes to your product.

6. Host an Event
Another way to get people to your physical location is to host an event or
an open house at your business. Hosting an event is a great way to get
people physically into your business, which makes them more likely to
become a customer. Events don’t have to be fancy and super organized;
something as simple as an open house or an info session will work for
locations like salons, fitness centers, yoga studios, spas, and retail stores.
If your business is in a location with other local businesses, you can work
together to have a sidewalk sale or outdoor open house to draw even
larger crowds! This is a great way to promote a new product or service
that you’re offering.

7. Offer an Upgrade or Trade-In

If your business is more service-based than product-based, like a salon,
spa, fitness center, or consulting business, you can offer an upgrade for
customers to try out your new service. Offering a new facial or massage at
your spa? Provide a complimentary upgrade for existing customers to try
it out! Expanding your consulting services? Offer expanded services
to loyal clients so they can see the difference!

If your new product is, in fact, an upgrade on an older one, you can
consider crafting a trade-in promotion. Trade-in promotions are proven to
be effective because they incentivize consumers to buy a new product
using a token or credit they already have (the product they own). You can
also resell the old trade-in products, provided they are in good enough
condition, or use them for future giveaways.

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8. Share Customer Reviews
One of the best ways to promote a new product or service is to let your
customers speak for you by sharing reviews. If you take advantage of
some of the ideas previously mentioned and offer an upgrade or free
preview to customers, ask them to review the new service or product
online or to provide a testimonial for you to share. People will be more
likely to sign up or try it out if there’s a glowing review from another
customer.

9. Share on Social Media

Another way to promote new products and services is to announce and
share this on social media. If you’re using the tactics mentioned above,
make sure to share any of them on social media, including: customer
exclusive events, open houses, trade-in or upgrade opportunities,
giveaways, customer reviews and photos. If you find that customers are
posting on social media sites like Facebook and Instagram, make sure to
share those photos with your own followers to entice people to try out
your new service or product!

If you’ve got a new product or service that you’re looking to promote, try
out one of these 9 ideas for your business. If you’ve been successful with
another promotion, let us know in the comments below!

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 SELF-CHECK 1.4-1
TRUE OR FALSE:

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INSTRUCTIONS: Write True if the statement is True and False if the
statement is not.

_________________1. Another way to promote new products and services is

to announce and share this on social media

_________________2. Hosting an event is a great way to get people

physically into your business, which makes them more likely to become a
customer.

_________________3. Trade-in promotions are proven to be

effective because they incentivize consumers to buy a new product using
a token or credit they already have (the product they own)..

_________________4. Aside from having attractive logos and signage, you

can promote your new product or service in store with signs and
promotional materials inside

_________________5. Social Media is only for those people who wants to

create a million friends.

ANSWER KEYS 1.4-1

1. TRUE

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2. TRUE
3. TRUE
4. TRUE
5. FALSE

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