Learning Area TVL-Housekeeping Grade Level 11/12

W8 Quarter Fourth Date

I. LESSON TITLE DEAL WITH/HANDLE INTOXICATED GUESTS (IG)
II. MOST ESSENTIAL Comply with legislation
LEARNING COMPETENCIES 1. Correct way in dealing with intoxicated customers in line with Industry practice
(MELCs) 2. Discuss ways on how to deal with underage drinkers with caution and care in compliance with legal
regulation
3. Identify laws governing the sale of alcohol beverages
TLE_HEHK0- 12HIG-IVi-j-3
III. CONTENT/CORE  Prevention strategies in dealing with intoxicated customers
CONTENT  Guidelines in dealing with underage drinkers
 Legalities of the sale of alcoholic beverages
IV. LEARNING PHASES AND LEARNING ACTIVITIES
I. Introduction (Time Frame: First Day)

LEARNING TASK 1: Picture Series Card

Directions: Below are the pictures in dealing with intoxicated customers in line with Industry practice. Arrange the pictures in proper sequence and
write the steps on the space provided. Then, explain each procedure in designated box. Copy it on a separate sheet of paper.

https://bit.ly/2TkqwJS

D. Development (Time Frame: Second Day)

LEARNING TASK 2: READ AND STUDY! (LECTURE)

Directions: Read with comprehension the content review about correct way in dealing with intoxicated customers in line with
Industry practice, recognize different ways on how to deal with underage drinkers with caution and care in compliance with legal regulation and be
acquainted on laws governing the sale of alcohol beverages. This will be your guide in answering the activities on this Learner’s Packet.

A. Correct way in dealing with intoxicated customers in line with Industry practice:
1. Stay calm. Do not raise your voice and avoid being sarcastic while dealing with customers. The best way is to maintain a calming voice and
compromise any frustration that may arise according to establishment’s standard.
2. Control your body language. Do not enter the customer’s physical space.
3. Listen to guest’s burden by understanding no matter how unreasonable their complaints are. Allow them to talk himself/herself out.
4. Ask questions to better understand the problem and try to find a solution to the problem.
5. If the guest is getting out of control and either threatening your personal safety or the positive experience of your other customers, tell the angry
customer that you will ask them to leave if they do not control their frustration. Explain in calm voice why you are asking them to leave.
6. Escort the customer out of the establishment. Do not put your hands on the customer. Unless you feel that the customer has grown physically
threatening to you, other employees, other customers, or themselves, avoid touching the customer. Call security or the police if necessary.
7.Use discretion when asking a drunk customer to leave. If you work in a restaurant or bar that served enough alcohol to a customer to get them to
that state, you may be held responsible for that person’s actions once they leave your establishment.
If the customer seems drunk, offer to call them a cab while they wait outside.
If they are with a group, ask a sober friend to drive them home.
If they insist on driving themselves, write down a description of the car including the tag number, and call the police immediately with that
information. (https://bit.ly/2TkqwJS)

B. Different ways on how to deal with underage drinkers with caution and care in compliance with legal regulation:
1. Check the guest upon entry in the establishments. It is the responsibility of the staff to determine if the guest is teenager or adult ones.
IV. LEARNING PHASES AND LEARNING ACTIVITIES
2. Request for identification like passport, identification card, or photographic license. Most laws apply the responsibility of checking identification of
customers under the age of 25 and , are prohibited to take or serve alcohol.
3. Always check the guest in a well-lit area and find time to check the guest’s identification thoroughly like change of date, address, and photo.
4. If the guest handed down fake identification, refuse him/her to enter in the establishment and give the identification to the relevant authorities.
5. Observe drinkers. In many establishments, minors are allowed into a wide variety of food and beverage outlets that serve both food and/or non-
alcoholic beverage. Staff should observe people who are drinking alcohol and must be observant in the place without looking sarcastic.

C. Types of legislation
Every country has its own laws and regulations that must be complied with. Most countries that have restrictions on who can buy alcohol and who
can do the selling. To sell alcohol, the management must obtain a permit or license. The license may simply permit to sell alcohol in general or may
have requirements that include:
 In which areas of the establishment, it may be sold.
 What may be sold – for consumption within the establishment or to be taken off the premises.
 At what times sales can be made. If alcohol can be brought into the venue for consumptions.

FDA Circular No. 2019-006 || GUIDELINES IN COMMERCIAL DISPLAY, SELLING, PROMOTION, AND ADVERTISING OF
ALCOHOLIC BEVERAGES AND BEVERAGES THAT CONTAIN ALCOHOL

Pursuant to Article II, Section 15 of the 1987 Philippine Constitution to protect the right to health of the people and instill health consciousness
among them; and in Section 15 (2), Chapter 4, Title IX, Book IV of the Administrative Code of 1987 authorizes the Food and Drug Administration
(FDA) to act as the policy formulation and sector monitoring arm of the Secretary of Health on matters pertaining to food, drugs, traditional medicines,
cosmetics and household products containing hazardous substances, and to formulate rules and regulations and standards in accordance with the FDA
mandate in accordance with Republic Act No. 3720 as amended by Executive Order No. 175 and further amended by Republic Act No. 9711, and other
allied laws for their proper and effective enforcement, this regulation is hereby promulgated for the information and compliance of all concerned.

Furthermore, Article III Section 5(f) on Food Safety Requirements under Republic Act No. 10611 or the Food Safety Act of 2013, states that
“compliance of a food product with specific standards applicable to a specific food shall not prohibit the competent authorities to take appropriate
measures or to impose restrictions on entry into the market or to require its withdrawal from the market, where there is reason to suspect that such food
product shows food safety-related risks.”

Food packaging technology and market innovation concerning stand-up pouch, flexible, tetra pack and similar packaging materials are now
evolving in both the international and local market, hence the FDA sets the following guidelines to protect the consumers, especially children:

All alcoholic beverages, regardless of type of packaging, shall only be displayed in designated conspicuous area in all convenience stores,
supermarkets, hypermarkets, groceries, and other food retailing stores with prominent signage “ALCOHOLIC BEVERAGES.” Other beverages with
alcohol regardless of level of alcohol content like alcopop (flavored beverage with alcohol content) shall likewise be displayed in this same designated
area. These beverages shall not be displayed together with other products like juice drinks and MUST NOT be accessible to children.
Owners or operators of sari-sari stores which may not have enough space to designate an area for alcoholic beverages and other beverages with alcohol
content shall be responsible to ensure that subject beverages as mentioned in Item no. 2 above are not sold to minors (below 18 years old); and

Promotional and advertising materials on alcoholic beverages and beverages with alcohol content (regardless of amount) shall clearly state or
inform consumers that such beverages contain alcohol, and therefore not to be promoted and advertised to be sold to and consumed by minors.
Packaging and labelling materials shall not be appealing to children. Sanctions and penalties over violations of any of the provisions of this FDA
Circular shall follow the Rules of Republic Act No. 10611 and its IRR, otherwise known as the Food Safety Act of 2013.The FDA is enjoining all
concerned, including local government units having jurisdiction on sari-sari stores, convenience stores, groceries, hypermarkets, supermarkets, and
other similar food retailing stores to strictly implement these guidelines. (https://bit.ly/3ufuU9D)

Learning Task 3: Let’s make a Patchwork Quilt!

Directions: Make a collage about correct way in dealing with intoxicated customers in line with Industry practice and how to deal with underage
drinkers with caution and care in compliance with legal regulation using pictures from old magazines, newspapers, brochures, or pictures from the
internet. Patch your work on an Oslo paper or on a separate sheet of paper. Your output will be evaluated using the rubric below.
IV. LEARNING PHASES AND LEARNING ACTIVITIES
E. Engagement (Time Frame: Third Day)
LEARNING TASK 4: LIGHTS, CAMERA, ACTION!

Directions: With the help of the member of the family, make a two-minute video presentation about the correct way in dealing with intoxicated
customers in line with the Industry practice. One will act as intoxicated costumer and you as the receptionist or pantry attendant. Your output will be
evaluated using the rubric below.

A. Assimilation (Time Frame: Fourth Day)

LEARNING TASK 5: SITUATIONAL ANALYSIS
Directions: Read and analyze the scenarios carefully. Write at least forty-word response to each of the following questions.
Include the correct way in dealing with intoxicated customers that you have learned in your brief and specific answers. Follow the rubric provided
below.

1. Vince and his group of teenagers were invited on the 18 th birthday of Nadine. They talked and enjoyed a lot on that evening and wants to order
alcoholic beverages that are not suitable for their age. But Vince insisted that he has the right to order that kind of alcoholic beverages.

2. One evening, a costumer entered in the food and beverage pantry in MG Hotel. He ordered his favorite beverage but seemed so annoyed to the drink
he sipped on and easily irritated to the guest in the area.

3. It was a Saturday afternoon in MG Hotel, a group of guests want to order alcoholic drinks in the food and beverage pantry. However, you noticed
that there are teenagers in the group. And so determined to get what they want.

4. Karren, an owner of the grocery store, saw a group of friends whose age is between 16-18 years old bought liquor drinks that are not suitable on their
age. The youngsters claim that they are in the right age to consume on that beverage.

5. Mr. Reyes, a guest in the hotel seemed so panic and out of control physically about his experience in the food and beverage pantry. He then got the
attention of the guests who are comfortably eating and drinking on that area.
IV. LEARNING PHASES AND LEARNING ACTIVITIES
V. ASSESSMENT (Time Frame: Fifth Day)
(Learning Activity Sheets for Enrichment, Remediation, or Assessment to be given on Weeks 3 and 6)
A. MODIFIED TRUE OR FALSE
Directions: Write TRUE if the statement is correct and if it is FALSE, correct it by replacing the underlined word with the correct one.1. Reject right
away the costumer to leave in the area.
2. Stay calm and in high pitched voice in dealing with intoxicated guest.
3. If the guest gives fake identification, let him/her enter in the establishment.
4. It is the responsibility of the staff to give easy access either the guest is teenager or adult ones.
5. Staff should neglect people who are drinking alcohol and must be observant in the place without looking mad.
B. MULTIPLE CHOICE
Directions: Read the sentences carefully. Write only the letter of the correct answer on your answer sheet.
1. What article and section in the Philippine Constitution that protects the right to health of the people and instill health consciousness among them.
a. Article II, Section 15 of the 1987 Philippine Constitution
b. Presidential Decree (PD) 1619
c. Barangay Policies and ordinances
d. Republic act 10586: Anti drunk driving law
2. What article and section in the Philippine Constitution informs all establishments in selling alcoholic beverages are not sold to minors.
a. Article III Section 5(f) on Food Safety Requirements under Republic Act No. 10611
b. Article II, Section 15 of the 1987 Philippine Constitution
c. Presidential Decree (PD) 1619
d. Republic act 10586
3. It was Sunday evening in the food and beverage pantry in the MG hotel, Mr. Reyes, an attendant on that area observed one rude guest who wants to
order more some beverage. If you are Mr. Reyes, how will you deal on that intoxicated guest?
a. I will call the security guard immediately.
b. I will tell him/her to leave the establishment right away.
c. I will tell him/her to transfer in the other establishment.
d. I. will talk to him/her by staying calm and in firm voice and know his/her concern.
4. A group of teenagers ordered a light alcoholic beverage on the establishment’s pantry. You said that you are not allowed to sell any wide beverage
drinks containing alcohol. But they still told you that it is their right to buy that kind of drink. How will you deal with that guests?
a. I will give them the beverage they want.
b. I will call the authorized personnel immediately.
c. I will say that they are not allowed to drink alcoholic beverages.
d. I will tell them the law that teenagers are prohibited in taking alcoholic drinks.
5. It was Saturday evening; Marjie, a receptionist, saw a guest in the MG Hotel that seemed so drunk and cannot stand on his/her own. You noticed that
he/she has a friend nearby in the food and beverage pantry who is eating some cocktail desserts. If you are Marjie how will you solve the problem?
a. I will call a hotel nurse to attend his/her medical needs.
b. I will call his/her friend to leave in the establishment’s area.
c. I will call his/her friend to accompany that guest going back to his hotel room.
d. I will approach the guest and call the presence of his/her friend to accompany him/her to where they stay.
VI. REFLECTION (Time Frame: Fifth Day)
 Communicate your personal assessment as indicated in the Learner’s Assessment Card.
Personal Assessment on Learner’s Level of Performance
Using the symbols below, choose one which best describes your experience in working on each given task. Draw it in the column for Level of Performance
(LP). Be guided by the descriptions below:
 - I was able to do/perform the task without any difficulty. The task helped me in understanding the target content/ lesson.
 - I was able to do/perform the task. It was quite challenging, but it still helped me in understanding the target content/lesson.
? – I was not able to do/perform the task. It was extremely difficult. I need additional enrichment activities to be able to do/perform this task.
Learning Task LP Learning Task LP Learning Task LP Learning Task LP
Number 1 Number 3 Number 5 Number 7
Number 2 Number 4 Number 6 Number 8
VII. Curriculum Guide in Housekeeping (NC II) series 2016.
REFERENCES “How to Address Alcohol & Underage Drinking”, website, 2021, https://bit.ly/3wyqBb2.
“Manage intoxicated person”, website, https://bit.ly/2TkqwJS.
“FDA Circular No. 2019-006 || GUIDELINES IN COMMERCIAL DISPLAY, SELLING, PROMOTION, AND ADVERTISING OF
ALCOHOLIC BEVERAGES AND BEVERAGES THAT CONTAIN ALCOHOL”, website, 2019, https://bit.ly/3ufuU9D.
Prepared by: Checked by: MARITES C. MANALO
MICHELLE B. GARPIN-SDO Batangas City