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COURSE DESIGN

COURSE TITLE

HOUSEKEEPING

NOMINAL DURATION

436 hours

QUALIFICATION LEVEL

NC II

COURSE DESCRIPTION

This course is designed to enhance the knowledge, skills


and attitude in Housekeeping specifically it covers, to
provide housekeeping services to guest, prepare room for
guest, clean premises, provide valet service , launder
linen and guest clothes

TRAINEE ENTRY REQUIREMENTS


Trainees or students who wish to enter this course should possess the following
requirements:

Can communicate in English both oral and written;


Can perform basic mathematical computation.

COURSE STRUCTURE:

BASIC COMPETENCIES
(18 hours)
Units of
Competency

Module Title

Learning Outcomes

1. Participate in
workplace
communication

1.1 Participating in
workplace
communication

2. Work in a team
environment

2.1 Working in a
team
environment
3.1 Practicing
career
professionalis
m

1.1.1 Obtain and convey


workplace information
1.1.2 Participate in workplace
meeting and discussion
1.1.3 Complete relevant workrelated document
2.1.1 Describe team role scope
2.1.2 Identify own role within team
2.1.3 Work as a team member
3.1.1 Integrate personal
objectives with
organizational goals.
3.1.2 Set and meet work priorities.
3.1.3 Maintain professional growth
and development.
4.1.1 Identify hazards and risks.
4.1.2 Evaluate hazards and risks.
4.1.3 Control hazards and risks.
4.1.4
Maintain OHS awareness

3. Practice career
professionalism

4. Practice
occupational
health and
safety
procedures

4.1 Practicing
occupational
health and
safety
procedure

CBC HOUSEKEEPING NC II

Nominal
Duration

4 hours

4 hours
4 hours

6 hours

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COMMON COMPETENCIES
(18 hours)
Units of
Competency

1. Develop and
update
industry
knowledge
2. Observe
workplace
hygiene
procedures

Module Title

1.1

Dev
eloping and
update
industry
knowledge
2.1
Obs
erving
workplace
hygiene
procedures
3.1
Perf
orming
computer
operations

Learning Outcomes

1.1.1

Seek information on the


industry
1.1.2
Update industry
knowledge

Nominal
Duration

3 hours

2.1.1

Follow hygiene
procedures
2.1.2
Identify and prevent
hygiene risks

3 hours

3.1.1 Plan and prepare for task to be


undertaken
3.1.2 Input data into computer
3.1.3 Access information using
computer
3.1.4 Produce/output data using
computer system
3.1.5 Maintain computer equipment
and systems

3 hours

4. Perform
4.1
Perf
workplace and
orming
safety
workplace
practices
and safety
practices

4.1.1 Follow workplace procedures


for health, safety and security
practices
4.1.2 Deal with emergency
situations
4.1.3 Maintain safe personal
presentation standards

3 hours

5. Provide
effective
customer
service

5.1.1
5.1.2
5.1.3
5.1.4

6 hours

3. Perform
computer
operations

5.1

Prov
iding effective
customer
service

CBC HOUSEKEEPING NC II

Greet customer
Identify customer needs
Deliver service to customer
Handle queries through
telephone, fax machine,
internet and email
5.1.5 Handle complaints, evaluation
and recommendations

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CORE COMPETENCIES
(400 hours)
Unit of
Competency

Module Title

Learning Outcomes

1. Provide
housekeeping
services to guest

Clean and
prepare rooms for
incoming guests

2. Clean and
prepare rooms for
incoming guests

2.1 Cleaning and


preparing rooms
for incoming
guests

3. Provide
valet/butler
service

3.1 Providing
valet/butler
service

3.1.1

4. Laundry linen
and guest cloths

4.1 Laundering
linen and guest
cloths

70 hours

5. Clean public
areas, facilities
and equipment

5.1 Cleaning
public areas,
facilities and
equipment

Collect laundry for laundering


functions
4.1.2 Perform laundering functions
4.1.3 Process laundered item
4.1.4 Return laundered item
4.1.5
5.1.1 Select and set up equipment
and materials
5.1.2 Apply cleaning technique
5.1.3 Clean dry and wet areas
5.1.4 Maintain and store cleaning
equipment and chemicals

6. Deal
with/Handle
intoxicated
guests

6.1 Deal
with/Handle
intoxicated guests

6.1.1 Determine the level of


intoxication
6.1.2 Apply appropriate procedures
6.1.3 Comply with legislation

50 hours

CBC HOUSEKEEPING NC II

1.1.1 Receive housekeeping


requests
1.1.2 Provide housekeeping
requests
1.1.3 Provide advice to guest
1.1.4 Liaise with other departments

Nominal
Duration

2.1.1
2.2.1
2.3.1
2.4.1
2.5.1

3.1.2
3.1.3
4.1.1

70 hours

Set up equipment and trolleys 70 hours


Access rooms for servicing
Make up beds
Clean and clear rooms
Clean and store trolleys and
equipment
Display professional valet
standards
Care for guest property

70 hours

70 hours

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RESOURCES:
TOOLS
ITEM
Mops
Brushes
Brooms
Buckets
Dust Pans
Garbage Receptacles
Sorting Baskets/ Laundry Baskets
Step Ladder
Squeegee
Water Hoses
Lint Free Cleaning Cloths
Scrubbing Foam
Dish Sponges
Spray Bottles
Anti-Static Dusters
Gloves
Caution Signs
Mop Squeezer
MATERIALS
ITEM
Bond paper
Folders
Logbook

CBC HOUSEKEEPING NC II

EQUIPMENT
ITEM
Projector Screen
Overhead Projector
Electric Fan
First Aid Cabinet
Instructors desk chairs
Fire Extinguisher
Emergency Light
Directional Signage
Air condition
Armed Chairs
Telephone
Computer
TV
Video player
Fax machine
Refrigerator
Hairdryer
Alarm clock
Shelving
Cart
Trolley
Coffee Maker
Electric kettle
Electric jug

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TOOLS
ITEM
Transparency acetate
White Board
Whiteboard Markers
Whiteboard Eraser
Marking Pen
Stationery
Linen (for single bed and double bed)
Glassware
Cutlery
Tea
Coffee
Sugar
Milk
Biscuits
Beds (Single )
Bed (Queen)
Holy Bible
Slippers
Flashlight
Light fittings
Mirrors
Wardrobes
Hangers
Ashtrays
Variety of linen and clothing items
and fabrics
Discretionary supplies
Fruit,
Beverages
Chocolates
Training resources/ materials
Enterprise promotional materials
Local tourist information
Magazines
Newspapers
Lodging agreement
Housekeeping textbooks/ references

CBC HOUSEKEEPING NC II

EQUIPMENT
ITEM
Toilet Caddy
Carpet sweeper
Vacuum cleaner (dry and wet )
Polisher (electric with complete
accessories)
Washers
Dryer
Flat iron
Ironing Board
Steam pressers
Sorting shelves
Drying cleaning machine
Washers
Dryer
Flat iron
Cleaning agents
Cleaning Detergent
Liquid Detergent
Cleaning Solution
Sanitizing Agents
Fabric Softener
Chlorine Bleach
Protective clothing
All-Purpose Detergent
Stain Removing Agents
Furniture and floor polishers
Air Freshener
Pesticides
Deodorizers
Toilet Disinfectant
Overalls
Jackets
Aprons
Goggles
Masks
Headwear
Waterproof clothing and footwear

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ASSESSMENT METHOD
Individual and group demonstration (Practical application)
Written examination
Individual report
COURSE DELIVERY (METHODOLOGY)
Group Discussion
Demonstration
Film Viewing
Modular instruction
Practical application
Reporting
Industry immersion
E-learning
QUALIFICATION OF INSTRUCTORS/TRAINERS:
Must be a holder of National TVET Trainer Certificate I (TM I and NC)
Must be physically and mentally fit
*Have at least 2 years job/industry experience

CBC HOUSEKEEPING NC II

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MODULES OF INSTRUCTION
BASIC COMPETENCIES
HOUSEKEEPING NCII

CBC HOUSEKEEPING NC II

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BASIC COMPETENCY

COMMUNICATIONS

UNIT OF COMPETENCY :

PARTICIPATE IN WORKPLACE COMMUNICATION

MODULE TITLE

PARTICIPATING IN WORKPLACE COMMUNICATION

MODULE DESCRIPTOR :

This module covers the knowledge, skills and attitudes


required to obtain, interpret and convey information in
response to workplace requirements.

SUGGESTED DURATION :

4 hours

PREREQUISITE

Receive and Respond to Workplace Communication. (NC I)

SUMMARY OF LEARNING OUTCOMES:


Upon completion of this module the students/ trainees will be able to:
LO1. Obtain and convey workplace information
LO2. Participate in workplace meeting and discussion.
LO3. Complete relevant work related

CBC HOUSEKEEPING NC II

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LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION


ASSESSMENT CRITERIA:
1. Specific relevant information is accessed from appropriate sources.
2. Effective questioning, active listening and speaking skills are used to gather and
convey information.
3. Appropriate medium is used to transfer information and ideas.
4. Appropriate non-verbal communication is used.
5. Appropriate lines of communication with superiors and colleagues are identified
and followed.
6. Defined workplace procedures for the location and storage of information are
used.
7. Personal interaction is carried out clearly and concisely.
CONTENTS:

Communication procedures and systems


Effective communication
Written communication
Ability to relate to people of social range in the workplace
Gather and provide information in response to workplace Requirements

CONDITIONS:
The students/ trainees must be provided with the following:

Fax machine
Telephone
Writing materials
Internet

Group discussion
Interaction
Lecture
Reportorial

Written test
Practical/performance test
Interview

METHODOLOGIES:

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

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LO2. PARTICIPATE IN WORKPLACE MEETINGS AND DISCUSSIONS


ASSESSMENT CRITERIA:
1. Team meetings are attended on time.
2. Own opinions are clearly expressed and those of others are listened to without
interruption.
3. Meeting inputs are consistent with the meeting purpose and established
protocols.
4. Workplace interactions are conducted in a courteous manner appropriate to
cultural background and authority in the enterprise procedures.
5. Questions about simple routine workplace procedures and matters concerning
conditions of employment are asked and responded.
6. Meeting outcomes are interpreted and implemented.
CONTENTS:

Organizational policies
Participate in workplace meetings and discussions
Ability to relate to people of social range in the workplace

CONDITIONS:
The students/trainees must be provided with the following:

Telephone
Electronic and two way radio
Written including electronic, memos, instruction and forms, non-verbal including
gestures, signals, signs and diagrams

METHODOLOGIES:

Group discussions
Interaction
Lecture

Written test
Practical/performance test
Interview

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

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L03.

COMPLETE RELEVANT WORK RELATED DOCUMENTS

ASSESSMENT CRTERIA:
1. Ranges of forms relating to conditions of employment are completed accurately
and legibly.
2. Workplace data is recorded on standard workplace forms and documents.
3. Basic mathematical processes are used for routine calculations.
4. Errors in recording information on forms/documents are identified and rectified.
5. Reporting requirements to superior are completed according to organizational
guidelines.
CONTENTS:

Technology relevant to the enterprise and the individuals work responsibilities


Estimate, calculate and record routine workplace measures
Gather and provide information in response to workplace Requirements

CONDITIONS:
The students/trainees must be provided with the following:

Memorandum
Circular
Notice
Information discussion
Follow-up or verbal instructions
Personnel forms, telephone message forms, safety reports

METHODOLOGIES:

Group discussion
Interaction
Lecture

Written test
Practical/performance test
Interview

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

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BASIC COMPETENCY

TEAM WORK

UNIT OF COMPETENCY :

WORK IN A TEAM ENVIRONMENT

MODULE TITLE

WORKING IN A TEAM ENVIRONMENT

MODULE DESCRIPTOR :

This module covers the knowledge, skills, and attitudes


required to relate in a work based environment.

SUGGESTED DURATION :

4 hours

PREREQUISITE

TEAMWORK (NC I)

SUMMARY OF LEARNING OUTCOMES:


Upon completion of this module, the students/ trainees will be able to:
LO1. Describe team role and scope
LO2. Identify own role and responsibility within team
LO3. Work as a team member

CBC HOUSEKEEPING NC II

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LO1. DESCRIBE TEAM ROLE AND SCOPE


ASSESSMENT CRITERIA:
1. The role and objective of the team is identified from available sources of
information
2. Team parameters, reporting relationships and responsibilities are identified from
team discussions and appropriate external sources
CONTENTS:

Team structure
Team roles

CONDITIONS:
The students/ trainees must be provided with the following:

Standard operating procedure (SOP) of workplace


Job procedures
Client/supplier instructions
Quality standards
Organizational or external personnel

Group discussion/interaction
Case studies
Simulation

Written test
Observation
Simulation
Role playing

METHODOLOGIES:

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

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LO2. IDENTIFY OWN ROLE AND RESPONSIBILITY WITHIN TEAM


ASSESSMENT CRITERIA:
1. Individual role and responsibilities within the team environment are identified
2. Roles and responsibility of other team members are identified and recognized
3. Reporting relationships within team and external to team are identified
CONTENTS:

Communication process
Team structure/team roles
Group planning and decision making

CONDITIONS:
The students/trainees must be provided with the following:

SOP of workplace
Job procedures
Organization or external personnel

Group discussion/interaction
Case studies
Simulation

Observation of work activities


Observation through simulation or role play
Case studies and scenarios.

METHODOLOGIES:

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

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LO3. WORK AS A TEAM MEMBER


ASSESSMENT CRITERIA:
1. Effective and appropriate forms of communications used and interactions
undertaken with team members who contribute to known team activities and
objectives
2. Effective and appropriate contributions made to complement team activities and
objectives, based on individual skills and competencies and workplace context
3. Observed protocols in reporting using standard operating procedures
4. Contribute to the development of team work plans based on an understanding of
teams role and objectives and individual competencies of the members
CONTENTS:

Communication process
Team roles
Group planning
Communicate appropriately, consistent with the
culture of the workplace

CONDITIONS:
The students/trainees must be provided with the following:

SOP of workplace
Job procedures
Organization or external personnel

Group discussion/interaction
Case studies
Simulation

Observation of work activities


Observation through simulation or role play
Case studies and scenarios.

METHODOLOGIES:

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

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UNIT OF COMPETENCY :

PRACTICE CAREER PROFESSIONALISM

MODULE TITLE

PRACTICING CAREER PROFESSIONALISM

MODULE DESCRIPTOR :

This module covers the knowledge, skills and attitudes in


promoting career growth and advancement, specifically to
integrate personal objectives with organizational goals set
and meet work priorities and maintain professional growth
and development.

NOMINAL DURATION

4 hours

SUMMARY OF LEARNING OUTCOMES:


Upon completion of this module, the trainee/student must be able to:
LO1. Integrate personal objectives with organizational goals
LO2. Set and meet work priorities
LO3. Maintain professional growth and development

CBC HOUSEKEEPING NC II

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LO1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS


ASSESSMENT CRITERIA:
1. Personal growth and work plans are pursued towards improving the qualifications
set for the profession
2. Intra- and interpersonal relationships are maintained in the course of managing
oneself based on performance evaluation
3. Commitment to the organization and its goal is demonstrated in the performance
of duties
CONTENTS:

Personal development-social aspects: intra and


interpersonal development
Organizational goals
Work values and ethics (Code of Conduct, Code of
Ethics, etc.)
Company policies

CONDITIONS:
The students/ trainees must be provided with the following:

Workplace
Code of ethics
Organizational goals
Hand outs and Personal development-social
aspects
CDs, VHS tapes, transparencies

Interactive -lecture
Simulation
Demonstration
Self-paced instruction

Role play
Interview
Written examination

METHODOLOGIES:

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

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LO2. SET AND MEET WORK PRIORITIES


ASSESSMENT CRITERIA:
1.

Competing demands are prioritized to achieve personal, team and


organizational goals and objectives.
2.
Resources are utilized efficiently and effectively to manage work
priorities and commitments
3.
Practices along economic use and maintenance of equipment and
facilities are followed as per established procedures
CONTENTS:

Organizational Key Result Areas (KRA)


Work values and ethical standards
Company policies on the use and maintenance of
equipment

CONDITIONS:
The students/ trainees must be provided with the following

Hand outs on

Organizational KRA
Work values and ethics
Company policies and standards
Sample job targets
Learning guides
CDs, VHS tapes, transparencies

METHODOLOGIES:

Interactive lecture
Group discussion
Structured activity
Demonstration

Role play
Interview
Written examination

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

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LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT


ASSESSMENT CRITERIA:
1. Trainings and career opportunities are identified and availed of based on job
requirements
2. Recognitions are sought/received and demonstrated as proof of career
advancement
3. Licenses and/or certifications relevant to job and career are obtained and
renewed
CONTENTS:

Qualification standards
Gender and development (GAD) sensitivity
Professionalism in the workplace
List of professional licenses

CONDITIONS:
The students/trainees must be provided with the following

Quality standards
GAD handouts
CDs, VHS tapes on professionalism in the
workplace
Professional licenses samples

Interactive lecture
Film viewing
Role play/simulation
Group discussion

Demonstration
Interview
Written examination
Portfolio assessment

METHODOLOGIES:

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

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UNIT OF COMPETENCY :

PRACTICE OCCUPATIONAL HEALTH AND SAFETY


PROCEDURES

MODULE TITLE

PRACTICING OCCUPATIONAL HEALTH AND SAFETY


PROCEDURES

MODULE DESCRIPTOR :

This module covers the knowledge, skills and attitudes


required to comply with the regulatory and organizational
requirements for occupational health and safety such as
identifying, evaluating and maintaining occupational health
and safety (OHS) awareness.

NOMINAL DURATION

6 hours

SUMMARY OF LEARNING OUTCOMES:


Upon completion of this module, the trainee/student must be able to:
LO1. Identity hazards and risks
LO2. Evaluate hazards and risks
LO3. Control hazards and risks
LO4. Maintain OHS awareness

CBC HOUSEKEEPING NC II

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LO1. IDENTIFY HAZARDS AND RISKS


ASSESSMENT CRITERIA:
1. Safety regulations and workplace safety and hazard control practices and
procedures are clarified and explained based on organization procedures
2. Hazards/risks in the workplace and their corresponding indicators are identified to
minimize or eliminate risk to co-workers, workplace and environment in
accordance with organization procedures
3. Contingency measures during workplace accidents, fire and other emergencies
are recognized and established in accordance with organization procedures
CONTENTS:

Hazards and risks identification and control


Organizational safety and health protocol
Threshold limit value (TLV)
OHS indicators

CONDITIONS:
The students/ trainees must be provided with the following:

Workplace
Personal protective equipment (PPE)
Learning guides
Hand-outs
Organizational safety and health protocol
OHS indicators
Threshold limit value
Hazards/risk identification and control
CDs, VHS tapes, transparencies

METHODOLOGIES:

Interactive -lecture
Simulation
Symposium
Group dynamics

Situation analysis
Interview
Practical examination
Written examination

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

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LO2. EVALUATE HAZARDS AND RISKS


ASSESSMENT CRITERIA:
1. Terms of maximum tolerable limits which when exceeded will result in harm or
damage are identified based on threshold limit values (TLV)
2. Effects of the hazards are determined
3. OHS issues and/or concerns and identified safety hazards are reported to
designated personnel in accordance with workplace requirements and relevant
workplace OHS legislation
CONTENTS:

TLV table
Philippine OHS standards
Effects of hazards in the workplace
Ergonomics
ECC Regulations

CONDITIONS:
The students/trainees must be provided with the following

Hand outs on
Philippine OHS standards
Effects of hazards in the workplace
Ergonomics
ECC regulations
TLV table
CDs, VHS tapes, transparencies

METHODOLOGIES:

Interactive lecture
Situation analysis
Symposium
Film viewing
Group dynamics

Interview
Written examination
Simulation

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

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LO3. CONTROL HAZARDS AND RISKS


ASSESSMENT CRITERIA:
1. Occupational Health and Safety (OHS) procedures for controlling hazards/risks in
workplace are consistently followed
2. Procedures for dealing with workplace accidents, fire and emergencies are
followed in accordance with organization OHS policies
3. Personal protective equipment (PPE) is correctly used in accordance with
organization OHS procedures and practices
4. Appropriate assistance is provided in the event of a workplace emergency in
accordance with established organization protocol
CONTENTS:

Physical hazards impact, illumination, pressure, noise, vibration, temperature,


radiation
Biological hazards- bacteria, viruses, plants, parasites, mites, molds, fungi,
insects
Chemical hazards dusts, fibers, mists, fumes, smoke, gasses, vapors

CONDITIONS:
The students/trainees must be provided with the following:

Hand outs on

Safety Regulations
Clean air act
Electrical and fire safety code
Waste management
Disaster preparedness and management
Contingency measures and procedures
OHS personal records
PPE
CDs, VHS tapes, transparencies

METHODOLOGIES:

Interactive lecture
Symposium
Film viewing
Group dynamics
Self-paced instruction

Written examination
Interview
Case/situation analysis
Simulation

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

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LO4. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS


ASSESSMENT CRITERIA:
1. Emergency-related drills and trainings are participated in as per established
organization guidelines and procedures
2. OHS personal records are completed and updated in accordance with workplace
requirements
CONTENTS:

Operational health and safety procedure, practices


and regulations
Emergency-related drills and training
OHS personal records
Health records

CONDITIONS:
The students/trainees must be provided with the following

Workplace
PPE
OHS personal records
CDs, VHS tapes, transparencies
Health record

Interactive lecture
Simulation
Symposium
Film viewing
Group dynamics

Demonstration
Interview
Written examination
Portfolio assessment

METHODOLOGIES:

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

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MODULES OF INSTRUCTION
COMMON COMPETENCIES
HOUSEKEEPING NC II

CBC HOUSEKEEPING NC II

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UNIT OF COMPETENCY :

DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

MODULE TITLE

DEVELOPING AND UPDATE INDUSTRY KNOWLEDGE

MODULE DESCRIPTOR :

This module covers the knowledge, skills and attitudes


required to access, increase and update industry
knowledge.

NOMINAL DURATION

3 hours

SUMMARY OF LEARNING OUTCOMES:


Upon completion of this module, the trainees/students should be able to:
LO1. Seek information on the industry
LO2. Update industry knowledge

CBC HOUSEKEEPING NC II

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LO1. SEEK INFORMATION ON THE INDUSTRY


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
CONTENTS:

Ready skills needed to access industry information


Industry information sources

CONDITIONS:
The students/trainees must be provided with the following

media
reference books
libraries
unions
industry associations
industry journals
internet
personal observation and experience

METHODOLOGIES:

Self paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS

Written/Oral examination
Practical demonstration

CBC HOUSEKEEPING NC II

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LO2. UPDATE INDUSTRY KNOWLEDGE


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
CONTENTS:

Time management
Basic competency skills needed to access the internet

CONDITIONS:
The students/trainees must be provided with the following

internet
personal computer
reference book

METHODOLOGIES:

Self paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS

Written/oral examination
Practical demonstration

CBC HOUSEKEEPING NC II

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UNIT OF COMPETENCY :

OBSERVE WORKPLACE HYGIENE PROCEDURES

MODULE TITLE

OBSERVING WORKPLACE HYGIENE PROCEDURES

MODULE DESCRIPTOR :

This module covers the knowledge, skills and attitudes in


observing workplace hygiene procedures.

NOMINAL DURATION

3 hours

SUMMARY OF LEARNING OUTCOMES:


Upon completion of this module, the trainees/students should be able to:
LO1

Follow hygiene procedures

LO2

Identify and prevent hygiene risks

CBC HOUSEKEEPING NC II

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LO1. FOLLOW HYGIENE PROCEDURES


ASSESSMENT CRITERIA:
1. Workplace hygiene procedures are implemented in line with enterprise and
legal requirements
2. Handling and storage of items are undertaken in line with enterprise and legal
requirements
CONTENTS:

Typical hygiene and control procedures in the hospitality and tourism industries
Overview of legislation and regulation in relation to food handling, personal and
general hygiene
Ability to follow correct procedures and instructions

CONDITIONS:
The students/trainees must be provided with the following

Safe and hygienic handling of food and beverage


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

METHODOLOGIES:

Self paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS

Written/Oral examination
Practical demonstration

CBC HOUSEKEEPING NC II

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LO 2. IDENTIFY AND PREVENT HYGIENE RISKS


ASSESSMENT CRITERIA:
1. Potential hygiene risks are identified in line with enterprise procedures
2. Action to minimize and remove risks are taken within scope of individual
responsibility of enterprise/legal requirements
3. Hygiene risks beyond the control of individual staff members are reported to the
appropriate person for follow up
CONTENTS:

General hazards in handling of food, linen and laundry and garbage, including
major causes of contamination and cross-infection
Sources of and reasons for food poisoning
Ability to handle operating tools/ equipment
Application to hygiene principles

CONDITIONS:
The students/trainees must be provided with the following

Proper hygiene procedure manuals


Soap
Sanitizer
Hygiene products
Proper food handling and storage manual

METHODOLOGIES:

Self paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS

Written/Oral examination
Practical demonstration

CBC HOUSEKEEPING NC II

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UNIT OF COMPETENCY :

PERFORM COMPUTER OPERATIONS

MODULE TITLE

PERFORMING COMPUTER OPERATIONS

MODULE DESCRIPTION :

This module covers the knowledge, skills and attitudes


needed to perform computer operations. This includes in
putting, accessing, producing and transferring data using
appropriate hardware and software.

SUGGESTED DURATION :

3 hours

SUMMARY OF LEARNING OUTCOMES:


At the completion of the module the trainees/students should be able to:
LO1. Plan and prepare for task to be undertaken
LO2. Input data into computer
LO3. Access information using computer
LO4. Produce/output data using computer system
LO5. Maintain computer equipment and systems

CBC HOUSEKEEPING NC II

- 32

LO1. PLAN AND PREPARE FOR TASK TO BE UNDERTAKEN


ASSESSMENT CRITERIA:
1. Requirements of task are determined
2. Appropriate hardware and software is selected according to task assigned and
required outcome
3. Task is planned to ensure OH & S guidelines and procedures are followed
CONTENTS:
Main types of computers and basic features of different operating systems
Main parts of a computer
Storage devices and basic categories of memory
Types of software
Peripheral devices
CONDITION:
The trainees/students must be provided with the following:

Equipment and accessories


- Personal computer
- Network system
- Communication equipment
- Printer
- Scanner
- Keyboard
- Mouse

Supplies and materials


Office supplies
Diskettes
CDs
Zip disks

Tools
Set of screw driver
Learning materials
Learning elements/activity sheets
Manufacturers manual
METHODOLOGIES:

Self-paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS:

Written/oral examination

Practical demonstration

interview

CBC HOUSEKEEPING NC II

- 33

LO2. INPUT DATA INTO COMPUTER


ASSESSMENT CRITERIA:
1. Data are entered into the computer using appropriate program/application in
accordance with company procedures
2. Accuracy of information is checked and information is saved in accordance with
standard operating procedures
3. Inputted data are stored in storage media according to requirements
4. Work is performed within ergonomic guidelines
CONTENTS:

Basic ergonomics of keyboard and computer use

CONDITION:
The trainees/students must be provided with the following:

Equipment and accessories


Personal computer
Network system
Communication equipment
Printer
Scanner
Keyboard
Mouse
Supplies and materials
Office supplies
Diskettes
CDs
Zip disks
Tools
Set of screw driver
Learning materials
Learning elements/activity sheets
Manufacturers manual

METHODOLOGIES:

Self-paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

Written/oral examination
Practical demonstration
interview

- 34

LO3. ACCES INFORMATION USING COMPUTER


ASSESSMENT CRITERIA:
1. Correct program/application is selected based on job requirements
2. Program/application containing the information required is accessed according
to company procedures
3. Desktop icons are correctly selected, opened and closed for navigation
purposes
4. Keyboard techniques are carried out in line with OH & S requirements for safe
use of keyboards
CONTENTS:

Storage devices and basic categories of memory


OH & S principles and responsibilities

CONDITION:
The trainees/students must be provided with the following:

Equipment and accessories


- Personal computer
- Network system
- Communication equipment
- Printer
- Scanner
- Keyboard
- Mouse
Supplies and materials
- Office supplies
- Diskettes
- CDs
- Zip disks
Tools
- Set of screw driver
Learning materials
- Learning elements/activity sheets
- Manufacturers manual

METHODOLOGIES:

Self-paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS
CBC HOUSEKEEPING NC II

- 35

Written/oral examination
Practical demonstration
interview

CBC HOUSEKEEPING NC II

- 36

LO4. PRODUCE/OUTPUT DATA USING COMPUTER SYSTEM


ASSESSMENT CRITERIA:
1. Entered data are processed using appropriate software commands
2. Data are printed out as required using computer hardware/peripheral devices in
accordance with standard operating procedures
3. Files and data are transferred between compatible systems using computer
software, hardware/ peripheral devices in accordance with standard operating
procedures
CONTENTS:

Used appropriate devices and procedures to transfer files/data accurately

CONDITION:
The trainees/students must be provided with the following:

Equipment and accessories


Personal computer
Network system
Communication equipment
Printer
Scanner
Keyboard
Mouse
Supplies and materials
Office supplies
Diskettes
CDs
Zip disks
Tools
Set of screw driver
Learning materials
- Learning elements/activity sheets
- Manufacturers manual
METHODOLOGIES:

Self-paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS

Written/oral examination
Practical demonstration
interview

CBC HOUSEKEEPING NC II

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LO5. MAINTAIN COMPUTER EQUIPMENT AND SYSTEM


ASSESSMENT CRITERIA:
1. Systems for cleaning, minor maintenance and replacement of consumables are
implemented
2. Procedures for ensuring security of data, including regular back-ups and virus
checks are implemented in accordance with standard operating procedures
3. Basic file maintenance procedures are implemented in line with the standard
operating procedures
CONTENTS:
Cleaning, Minor Maintenance and Replacements of Consumables
Creating More Space in the Hard Disk
Reviewing Programs
Deleting Unwanted Files
Checking Hard Disk for Errors
Viruses and Up to Date Anti-Virus Programs
CONDITION:
The trainees/students must be provided with the following:
Equipment and accessories
- Personal computer
- Network system
- Communication equipment
- Printer
- Scanner
- Keyboard
- Mouse
Supplies and materials
- Office supplies
- Diskettes
- CDs
- Zip disks
Tools
- Set of screw driver
Learning materials
- Learning elements/activity sheets
- Manufacturers manual
METHODOLOGIES:
Self-paced/modular
Demonstration
Small group discussion
ASSESSMENT METHODS
Written/oral examination
Practical demonstration
CBC HOUSEKEEPING NC II

- 38

interview

UNIT OF COMPETENCY :

PERFORM WORKPLACE SAFETY PRACTICES

MODULE TITLE

PERFORMING WORKPLACE SAFETY PRACTICES

MODULE DESCRIPTOR :

This module covers the knowledge, skills and attitudes in


following health, safety and security practices. It includes
dealing with emergency situations and maintaining safe
personal standard.

NOMINAL DURATION

3 hours

SUMMARY OF LEARNING OUTCOMES:


Upon completion of this module, the trainees/students should be able to:
LO1. Follow workplace procedures for health, safety and security practices
LO2. Deal with emergency situations
LO3. Maintain safe personal presentation standards

CBC HOUSEKEEPING NC II

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LO1. FOLLOW WORKPLACE PROCEDURE FOR HEALTH, SAFETY AND SAFETY


PRACTICES
ASSESSMENT CRITERIA:
1. Correct health, safety and security procedures are followed in line with
legislation, regulations and enterprise procedures
2. Breaches of health, safety and security procedures are identified and reported
in line with enterprise procedure
3. Suspicious behavior or unusual occurrence are reported in line with enterprise
procedure
CONTENTS:
Systems, Processes and Operations
Workplace health, safety and security procedures
Emergency procedures
Personal presentation
CONDITIONS:
The trainees/students must be provided with the following:

Manuals
Handbook safety and security
Report (sample)

METHODOLOGIES:

Self paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS

Written/Oral examination
Practical demonstration

CBC HOUSEKEEPING NC II

- 40

LO2. DEAL WITH EMERGENGY SITUATIONS


ASSESSMENT CRITERIA:
1. Emergency and potential emergency situations are recognized and appropriate
action are taken within individuals scope of responsibility
2. Emergency procedures are followed in line with enterprise procedures
3. Assistance is sought from colleagues to resolve or respond to emergency
situations
4. Details of emergency situations are reported in line with enterprise procedures
CONTENTS:
Communication
Interactive communication with others
Interpersonal skills
Good working attitude

Ability to work quietly; with cooperation; patience, carefulness, cleanliness


and aesthetic values
Ability to focus on task at hand
Systems, Processes and Operations
Workplace health, safety and security procedures
Emergency procedures
Personal presentation
CONDITIONS:
The trainees/students must be provided with the following:

Emergency procedure manuals


Handbook safety and security
Report
Emergency drills instruction/guidelines

METHODOLOGIES:

Self paced/modular
Demonstration
Small group discussion
Distance education

ASSESSMENT METHODS:

Written/Oral examination
Practical demonstration
Observation

CBC HOUSEKEEPING NC II

- 41

LO3. MAINTAIN SAFE PERSONAL PRESENTATION STANDARDS

1.

ASSESSMENT CRITERION:

Safe personal standards are identified and followed in line with workplace.

CONTENTS:

Use of PPE
Safe and proper posture.

CONDITIONS:

Students/trainees must be provided with the following:

METHODOLOGIES:

Hands-out
Film / video clips

Lecture/ demonstration
Self-paced instruction
Group discussion
Film showing

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

Hands-on
Direct observation
Practical demonstration
Role-playing/ simulation
Dramatization / fire drill

- 42

UNIT OF COMPETENCY

PROVIDE EFFECTIVE CUSTOMER SERVICE

MODULE TITLE

PROVIDING EFFECTIVE CUSTOMER SERVICE

MODULE DESCRIPTOR :

This module covers the knowledge, skills and attitude in


providing effective customer service.

NOMINAL DURATION

6 hours

SUMMARY OF LEARNING OUTCOMES:


Upon completion of this module, the trainee/student must be able to:
LO1. Greet customer
LO2. Identify customer needs
LO3. Deliver service to customer
LO4. Handle queries through telephone, fax machine, internet and email
LO5. Handle complaints, evaluation and recommendations

CBC HOUSEKEEPING NC II

- 43

LO1. GREET CUSTOMERS


ASSESSMENT CRITERIA:
1.
2.
3.
4.

Guests are greeted in line with enterprise procedure


Verbal and non-verbal communications are appropriate to the given situation
Non verbal communication of customer is observed responding to customer
Sensitivity to cultural and social differences is demonstrated

CONTENTS:

Communication
o Interactive communication with others
o Interpersonal skills/ social graces with sincerity

CONDITIONS:
The trainees/students must be provided with the following:

Tools
Recorder
Microphone
Full-body mirror
Company dress

Equipment
Video camera recorder
Television
VHS/DVD Player

Materials
V8 tape
CD
Make=up kit
References:
Books, brochures,
manuals

METHODOLOGIES:

Modular (self-pace learning)


Electronic Learning
Industry Immersion
Demonstration
Film-viewing

ASSESSMENT METHODS:

Interview (oral/questionnaire)
Observation
Demonstration of Practical Skills

CBC HOUSEKEEPING NC II

- 44

LO2. IDENTFY CUSTOMERS 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
CONTENTS:

Theory
Selling/upselling techniques
Interview techniques
Conflict resolution
Communication process
Communication barriers

CONDITIONS:
The trainees/students must be provided with the following:

Tools
Recorder
Microphone
Full-body mirror
Company dress

Equipment
Video Camera recorder
Television
VHS/DVD Player

Materials
V8 tape
CD
Make=up kit
References:
Books, brochures,
manuals

METHODOLOGIES:

Modular (self-pace learning)


Electronic Learning
Industry Immersion
Demonstration
Film-viewing

ASSESSMENT METHODS:

Interview (oral/questionnaire)
Observation
Demonstration of Practical Skills

CBC HOUSEKEEPING NC II

- 45

LO3. DELIVER SERVICE TO CUSTOMERS

ASSESSMENT CRITERIA:

1. Customer needs are promptly attended to in line 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

CONTENTS:

Attitude
o
Attentive, patient and cordial
o
Eye-to-eye contact
o
Maintain teamwork and cooperation

CONDITIONS:

Students/trainees must be provided with the following:

METHODOLOGIES:

Hands-out
Film / video clips

Lecture/ demonstration
Self-paced instruction
Group discussion
Film showing

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

Hands-on
Direct observation
Practical demonstration
Role-playing/ simulation

- 46

LO4. HANDLES QUERIES THROUGH TELEPHONE, FAX MACHINE, INTERNET AND


EMAIL

ASSESSMENT CRITERIA:

1. Use telephone, computer, fax machine, internet efficiently to determine


customer requirements
2. Queries/ information are recorded in line with enterprise procedure
3. Queries are acted upon promptly and correctly in line with enterprise procedure

CONTENTS:

Ability to work calmly and unobtrusively effectively


Ability to handle telephone inquiries and conversations
Correct procedure in handling telephone inquiries
Proper way of handling complaints

CONDITIONS:

Students/trainees must be provided with the following:

METHODOLOGIES:

Hands-out
Film / video clips

Lecture/ demonstration
Self-paced instruction
Group discussion
Film showing

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

Hands-on
Direct observation
Practical demonstration
Role-playing/ simulation

- 47

LO5. HANDLE COMPLAINTS, EVALUATION AND RECOMMENDATIONS

1.
2.
3.
4.

ASSESSMENT CRITERIA:

Guests are greeted with a smile and eye-to-eye contact


Responsibility for resolving the complaint is taken within limit of responsibility
Nature and details of complaint are established and agreed with the customer
Appropriate action is taken to resolve the complaint to the customers satisfaction
wherever possible

CONTENTS:

CONDITIONS:

Handled customer complaints


Attitude
o Attentive, patient and cordial
o Eye-to-eye contact
o Maintain teamwork and cooperation
Effective communication skills
Ability to work calmly and unobtrusively effectively

Students/trainees must be provided with the following:

METHODOLOGIES:

Hands-out
Film / video clips
Sample complaint/evaluation and
recommendation sheet from industry.

Lecture/ demonstration
Self-paced instruction
Group discussion
Film showing

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

Hands-on
Direct observation
Practical demonstration
Role-playing/ simulation

- 48

MODULES OF INSTRUCTION
CORE COMPETENCIES
HOUSEKEEPING NC II

CBC HOUSEKEEPING NC II

- 49

UNIT OF COMPETENCY :

PROVIDE HOUSEKEEPING SERVICES TO GUESTS

MODULE TITLE

PROVIDING HOUSEKEEPING SERVICES TO


GUESTS

MODULE DESCRIPTOR

This module deals with the skills and knowledge


required to provide a range of general housekeeping
services to guests.

NOMINAL DURATION

70 hours

SUMMARY OF LEARNING OUTCOMES:


Upon completion of this module, the trainee/student must be able to:
LO1. Receive housekeeping requests
LO2. Provide housekeeping requests
LO3. Provide advice to guest
LO4. Liaise with other departments

CBC HOUSEKEEPING NC II

- 50

LO1. RECEIVE HOUSEKEEPING REQUEST


ASSESSMENT CRITERIA:
1. Guest/staff housekeeping requests and service delivery are accepted and
recorded in accordance to enterprise policies and procedure.
2. Details of requests made are confirmed and noted in accordance with enterprise
procedures
3. Apologies are made where a request has arisen from a delayed delivery of service
4. Request not related to housekeeping are referred to appropriate department.
CONTENTS:

Knowledge on typical housekeeping services and procedures

CONDITIONS:
The trainees/students must be provided with the following:

Roll away beds


additional pillows and blankets
irons
dryers
additional room supplies
follow-up cleaning
repairs and maintenance
lost property inquiries
change of linen
first aid kit
baby sitting
baby crib

METHODOLOGIES:

Modular (self-pace learning)


Electronic Learning
Industry Immersion
Demonstration
Film-viewing

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

- 51

Questioning
Practical demonstration/direct observation
Portfolio evidence

LO2. PROVIDE HOUSEKEEPING REQUEST


ASSESSMENT CRITERIA:
1. Identified service/item is obtained through liaison with other staff in accordance with
enterprise procedures
2. Required items are located and delivered to guest room in accordance with
enterprise procedures
3. Equipment is set up in guest room in accordance with the request of the guest
4. Requested items are removed from guest rooms in accordance with enterprise
procedures.
CONTENTS:

Demonstrate responding to multiple and various types of guests

CONDITIONS:
The trainees/students must be provided with the following:

electric kettles and jugs


telephones
computers
TV and video
hairdryer
alarm clock
fax machine

METHODOLOGIES:

Modular (self-pace learning)


Electronic Learning
Industry Immersion
Demonstration
Film-viewing

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

- 52

Questioning
Practical demonstration/direct observation
Portfolio evidence

LO3. PROVIDE ADVICE TO GUEST


ASSESSMENT CRITERIA:
1. Guest is advised on services and items available through housekeeping department
2. Guest is advised on use of items delivered to guest room
3. The proper use of delivered item to the guest room is demonstrated to guest
4. Liaise with other staff and department to provide support services
CONTENTS:

Security and safety procedures as they apply to housekeeping services and guests

CONDITIONS:
The trainees/students must be provided with the following:

electric kettles and jugs


telephones
computers
TV and video
hairdryer
alarm clock
fax machine

METHODOLOGIES:

Modular (self-pace learning)


Electronic Learning
Industry Immersion
Demonstration
Film-viewing

ASSESSMENT METHODS:

CBC HOUSEKEEPING NC II

- 53

Questioning
Practical demonstration/direct observation
Portfolio evidence

LO4. LIAISE WITH OTHER DEPARTMENTS


ASSESSMENT CRITERIA:
1.
2.
3.

Equipment malfunction are reported to appropriate personnel in accordance with


enterprise procedures
Management is advised on dangerous or suspicious circumstances in accordance
with enterprise procedures.
Other departments are updated on the status of service requests

CONTENTS:
Knowledge on materials/solutions and equipment
Time management skills
CONDITIONS:
The trainees/students must be provided with the following:

electric kettles and jugs


telephones
computers
TV and video
hairdryer
alarm clock
fax machine

METHODOLOGIES:

Modular (self-pace learning)


Electronic Learning
Industry Immersion
Demonstration
Film-viewing

CBC HOUSEKEEPING NC II

- 54

ASSESSMENT METHODS:
Questioning
Practical demonstration/direct observation
Portfolio evidence

UNIT OF COMPETENCY :

CLEAN AND PREPARE ROOMS FOR INCOMING


GUESTS

MODULE TITLE

CLEANING AND PREPARING ROOMS FOR


INCOMING GUESTS

MODULE DESCRIPTOR

The module deals with the skills and knowledge


required from housekeeping attendants to clean and
prepare rooms for incoming guests in a commercial
accommodation establishment.

NOMINAL DURATION

70 hours

SUMAMRY OF LEARNING OUTCOMES:


Upon completion of this module, the trainee/ student must be able to:
LO 1. Set up equipment and trolleys
LO 2. Access rooms for servicing
LO 3. Make up beds
LO 4. Clean and clear rooms
LO 5. Clean and store trolleys and equipment

CBC HOUSEKEEPING NC II

- 55

LO 1. SET UP EQUIPMENT AND TROLLEY


ASSESSMENT CRITERIA:
1. Cleaning, supplies and equipment required for servicing rooms are correctly
selected and prepared for use
2. Supplies for trolleys are accurately identified and selected or ordered in sufficient
numbers in accordance with establishment procedures
3. Trolleys are safely loaded with adequate supplies in accordance with establishment
procedures

CONTENT:

Types and uses of correct cleaning chemicals, equipment and procedures for
cleaning various surfaces and materials

CONDITIONS:
Student/ trainee must be provided with the following:

Cleaning agents, disinfectant and chemicals


Vacuum cleaner
Mops
Brushes
Buckets
Caddy
Carpet sweeper
Cleaning and polishing cloths
Protective clothing
Brooms
Dust pans
Squeegee

CBC HOUSEKEEPING NC II

- 56

METHODOLOLGY:

Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion

ASSESSMENT METHOD:

Interview (oral/ questionnaire)


Observation
Demonstration of Practical Skills
Written examination

LO 2. ACESS ROOMS FOR SERVICING


ASSESSMENT CRITERIA:

1. Rooms requiring service are correctly identified based on information supplied to

housekeeping staff
2. Rooms are accessed in accordance with the establishments customer service and
security procedures
CONTENTS:

Enterprise procedures and standards in relation to presentation of guest room

CONDITIONS:
Student/ trainee must be provided with the following:

CBC HOUSEKEEPING NC II

- 57

stationery and compendium


bed and bathroom linen
enterprise promotional materials
local tourist information
magazines and newspapers
mini-bar supplies
glass ware and cutlery
tea, coffee, sugar, milk and water
discretionary supplies and gifts such as fruit, beverages, chocolates, flowers
slippers
flashlight
laundry bags and list
shoe shine kit and basket/sewing kit
personal hygiene kit (e.g. toothbrush, toothpaste, cotton buds, shampoo, etc.)
emergency exit plan
hanger

METHODOLOGY:

Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion

ASSESSMENT METHOD:
Interview (oral/ questionnaire)
Observation
Demonstration of Practical Skills
Written examination
LO 3. MAKE UP BEDS
ASSESSMENT CRITERIA:
1. Beds and mattresses are stripped, pillows and linen are checked for stains and
damage rooms are checked whether guests left any valuables
2. Items with stains are immediately segregated and forwarded to the Laundry
Department for proper processing
3. Bed linens are replaced in accordance with establishment standards and
procedures
CONTENTS:

Cleaning and preparation of multiple rooms within industry-realistic timeframes

CONDITIONS:
CBC HOUSEKEEPING NC II

- 58

Student/ trainee must be provided with the following:

stationery and compendium


bed and bathroom linen
enterprise promotional materials
local tourist information
magazines and newspapers
mini-bar supplies
glass ware and cutlery
tea, coffee, sugar, milk and water
discretionary supplies and gifts such as fruit, beverages, chocolates, flowers
slippers
flashlight
laundry bags and list
shoe shine kit and basket/sewing kit
personal hygiene kit (e.g. toothbrush, toothpaste, cotton buds, shampoo, etc.)
emergency exit plan
hanger

METHODOLOGY:

Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion

ASSESSMENT METHOD:
Interview (oral/ questionnaire)
Observation
Demonstration of Practical Skills
Written examination
LO 4. CLEAN AND CLEAR ROOMS
ASSESSMENT CRITERIA:
1. Rooms are cleaned in correct order and with minimum disruption to guests
2. All furniture, fixtures and fittings are cleaned and checked in accordance with
establishment procedures and hygiene/safety guidelines
3. Room supplies are checked, replenished or replaced in accordance with
establishment standards
4. Pests are promptly identified and appropriate action is taken in accordance with
safety and establishment procedures
5. Rooms are checked for any defects and are accurately reported in accordance
with establishment procedures
6. Damaged items are recorded in accordance with establishment procedures
CBC HOUSEKEEPING NC II

- 59

7. Any unusual or suspicious person, item or occurrence is promptly reported in


accordance with establishment procedures
8. Guests belongings left in vacated rooms are collected and stored in accordance
with lost and found establishment procedures
CONTENTS:

Safe work practices relating to use of cleaning chemicals and equipment, bending
and manual handling (OHS compliance)
Cleaning and preparation of multiple rooms within industry-realistic timeframes

CONDITIONS:
Student/ trainee must be provided with the following:

stationery and compendium


bed and bathroom linen
enterprise promotional materials
local tourist information
magazines and newspapers
mini-bar supplies
glass ware and cutlery
tea, coffee, sugar, milk and water
discretionary supplies and gifts such
as fruit, beverages, chocolates, flowers
slippers

flashlight
laundry bags and list
shoe shine kit and basket/sewing kit
personal hygiene kit (e.g. toothbrush,
toothpaste, cotton buds, shampoo,
etc.)
emergency exit plan
hanger

METHODOLOGY:

Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion

ASSESSMENT METHOD:

Interview (oral/ questionnaire)


Observation
Demonstration of Practical Skills
Written examination

CBC HOUSEKEEPING NC II

- 60

LO 5. CLEAN AND STORE TROLLEYS AND EQUIPMENT


ASSESSMENT CRITERIA:

1. Trolleys and equipment are cleaned after use in accordance with safety and
establishment procedures

2. All items are correctly stored in accordance with establishment procedures


3. Supplies and items are checked and replenished or re-ordered in accordance with
establishment procedures
CONTENTS:
CBC HOUSEKEEPING NC II

- 61

Safe work practices relating to use of cleaning chemicals and equipment, bending
and manual handling (OHS compliance)

CONDITIONS:
Student/ trainee must be provided with the following:

Cleaning agents, disinfectant and chemicals


Vacuum cleaner
Mops
Brushes
Buckets
Caddy
Carpet sweeper
Cleaning and polishing cloths
Protective clothing
Brooms
Dust pans
Squeegee

METHODOLOGY:

Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion

ASSESSMENT METHOD:

Interview (oral/ questionnaire)


Observation
Demonstration of Practical Skills
Written examination

UNIT OF COMPETENCY :

PROVIDE VALET/BUTLER SERVICE

MODULE TITLE

PROVIDING VALET/BUTLER SERVICE

MODULE DESCRIPTION :

CBC HOUSEKEEPING NC II

This module of competency deals with the skills and


knowledge required to provide specialist valet/butler
services
in
a
commercial
accommodation
establishment. This role would generally be undertaken

- 62

by experienced staff members with sound organizational


and interpersonal skills
NOMINAL DURATION

70 hours

SUMMARY OF LEARNING OUTCOMES:


LO 1. Display professional valet standards
LO 2. Care for guest property

LO 1. DISPLAY PROFESSIONAL VALET STANDARDS


ASSESSMENT CRITERIA:
1. Rapport is established and feelings of goodwill are enhanced between the guest
and the establishment through principles of good communication
2. Knowledge of individual guests record is accessed and utilized to provide
personalized and quality valet service
CBC HOUSEKEEPING NC II

- 63

3. Valet grooming and communication standards are followed, in accordance with


establishment standards
CONTENTS:

Trade Theory
o Valet service and its current role in the hospitality industry
o Oral and written communication on building guest rapport
o Protocols for ensuring optimum privacy and confidentiality for all guests

CONDITION:
Student/ trainee must be provided with the following:

basic contact lists and details


basic customer preference profiles
Packing and unpacking service
Shoe cleaning
Pressing
Servicing of buttons
Zipper repairs

METHODOLOGY:
Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHOD:
Interview (oral/ questionnaire)
Observation
Demonstration of Practical Skills
Written examination
LO 2. CARE FOR GUESTS PROPERTY
ASSESSMENT CRITERIA:
1. Luggage is unpacked, stored and packed neatly in accordance with guest
instructions
2. Guest clothes are appropriately prepared and presented, ready for guest use
CBC HOUSEKEEPING NC II

- 64

3. Shoes are correctly cleaned


4. Repairs are made or organized in accordance with establishment procedures
5. Confidentiality of guests property and activities is maintained in accordance with
legal and ethical requirements
CONTENTS:

Oral & written communication skills


Special protocols for dealing with VIP guests

CONDITION:
Student/ trainee must be provided with the following:

basic contact lists and details


basic customer preference profiles
Packing and unpacking service
Shoe cleaning
Pressing
Servicing of buttons
Zipper repairs

METHODOLOGY:

Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion

ASSESSMENT METHOD:

Interview (oral/ questionnaire)


Observation
Demonstration of Practical Skills
Written examination

UNIT OF COMPETENCY :

LAUNDRY LINEN AND GUEST CLOTHES

MODULE TITLE

LAUNDERING LINEN AND GUEST CLOTHES

CBC HOUSEKEEPING NC II

- 65

MODULE DESCRIPTOR :

This unit of competency deals with the skills and


knowledge required to work in an on-premise laundry
section in a commercial accommodation establishment
applied to guest laundry, and in-house linen and
uniforms.

NOMINAL DURATION

70 hours

SUMMARY OF LEARNING OUTCOMES:


LO 1. Collect laundry for laundering functions
LO 2. Perform laundering functions
LO 3. Process laundered item
LO 4. Return laundered item

LO 1. COLLECT LAUNDRY AND LAUNDERING FUNCTIONS


ASSESSMENT CRITERIA:
1. Guest clothes are picked up in accordance with enterprise requirements
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2. In-house items are picked up in accordance with enterprise requirements


CONTENTS:

Theory
o Types of fabric and laundry equipment
o Meaning of laundry and dry cleaning labels on clothing
o Key laundry terms
o Common guest laundry issues
Safety Practices
o Hygiene, health and safety issues on laundry operations

CONDITION:

Student/ trainee must be provided with the following:


Cleaning detergent
Liquid detergent
Fabric conditioner
Chlorine bleach
Washer
Dryer
Steam presser
Ironing board
Flat iron
Dry cleaning machine
Hanger
Sorting basket and shelves

METHODOLOGY:

Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing

ASSESSMENT METHODS:
Observation
Interview
Written examination
Demonstration of practical skills
LO 2. PERFORM LAUNDERING FUNCTION

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ASSESSMENT CRITERIA:
1. Items are correctly sorted and counted according to cleaning process required and
urgency of the item
2. Items for laundering are checked for stains and are treated using the correct
process
3. Laundry methods are selected in accordance with textile labeling codes and based
on fiber and fabric, dye fastness, degree of spoilage and washing instructions
4. Laundry equipment is operated in accordance with manufacturers instructions
5. Any damage arising from the laundering process is recorded and appropriate
person(s) is/are notified in accordance with establishment procedures
6. Cleaning agents and chemicals are used in accordance with manufacturers
instructions and specific laundry equipment
7. Items are checked after the laundering process to ensure quality cleaning
8. Pressing and finishing processes are correctly completed in accordance with textile
characteristics and client requirements
CONTENTS:
Operating laundry equipment
Ability to complete the full laundering process
Use of specific laundry chemicals
CONDITION:
Student/ trainee must be provided with the following:

Cleaning detergent
Liquid detergent
Fabric conditioner
Chlorine bleach
Washer
Dryer
Steam presser
Ironing board
Flat iron
Dry cleaning machine
Hanger
Sorting basket and shelves

METHODOLOGY:
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Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing

ASSESSMENT METHODS:

Observation
Interview
Written examination
Demonstration of practical skills

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LO 3. PROCESS LAUNDERED ITEM


ASSESSMENT CRITERIA:
1. Post cleaning laundry activity are performed in accordance with enterprise
requirements
2. Results of cleaning are checked and appropriate additional action is taken.
3. Internal record and billing instructions are processed in accordance with enterprise
procedures
4. Necessary internal laundry reports are produced
CONTENTS:
Establishment linen handling procedures
CONDITIONS:
Student/ trainee must be provided with the following:

Washers
Dryers
Irons
Steam pressers
Sorting baskets and shelves
Hangers
Drying cleaning machine
Labeler

METHODOLOGY:

Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing

ASSESSMENT METHODS:

Observation
Interview
Written examination

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Demonstration of practical skills


LO 4. RETURN LABELED ITEM
ASSESSMENT CRITERIA:
1. Guest clothes are delivered in accordance with enterprise requirements
2. In-house items are delivered in accordance with enterprise requirements
CONTENTS:

Role of an on premise laundry

CONDITION:
Student/ trainee must be provided with the following:

Washer
Dryer
Steam presser
Ironing board
Flat iron
Dry cleaning machine
Hanger
Sorting basket and shelves
Labeler

METHODOLOGY:

Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing

ASSESSMENT METHODS:

Observation
Interview
Written examination
Demonstration of practical skills
Third party report

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UNIT OF COMPETENCY :

MODULE TITLE

CLEAN PUBLIC AREAS, FACILITIES AND


EQUIPMENT

MODULE DESCRIPTOR :

NOMINAL DURATION

CLEAN PUBLIC AREAS, FACILITIES AND


EQUIPMENT

This unit of competency deals with the knowledge


and skills required in cleaning public areas, facilities
and equipment. It includes selecting and setting up
of equipment and materials; cleaning dry and wet
areas; and, maintaining and storing cleaning
equipment and materials.
70 hours

SUMMARY OF LEARNING OUTCOMES:


LO 1. Select and set up equipment and materials
LO 2. Apply cleaning technique
LO 3. Clean dry and wet areas
LO 4. Maintain and store cleaning equipment and chemicals

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LO 1. SELECT AND SET UP EQUIPMENT AND MATERIALS


ASSESSMENT CRITERIA:
1. Equipment are selected according to type of cleaning to be done
2. All equipment are checked if clean and in safe working condition prior to use
3. Suitable dry and wet cleaning agents and chemicals are selected and prepared in
accordance with manufacturers and relevant occupational health and safety
requirements
4. Protective clothing are selected and used where necessary
CONTENTS:

Safe handling of cleaning equipment, chemicals and agents/tools


Time management skills

CONDITON:

Student/ trainee must be provided with the following:


glass
leather
fabrics
brass/steel
wood
carpet
hard floors
electrically-operated equipment such as scrubbers, polishers, vacuum cleaners
mops, brushes and brooms
buckets
dusters
pans
garbage receptacles

METHODOLOGY:
Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
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Demonstration of practical skills


Third party report

LO 2. APPLY CLEANING TECHNIQUE


ASSESSMENT CRITERIA:
1. Furniture, fixtures, ceilings and walling materials used are assessed
2. Appropriate cleaning equipment and chemicals are selected in accordance with the
type of material used
3. Cleaning technique is applied on furniture and walling materials in accordance with
type of material used
4. Appropriate procedures is applied in accordance with the technique
5. Equipment and chemicals are properly cleaned and stored in accordance with
manufacturers specifications and requirements
CONTENTS:

Cleaning operations
Common cleaning chemicals
Treatment of common hazards
Cleaning technique

CONDITIONS:

Student/ trainee must be provided with the following:


glass
leather
fabrics
brass/steel
wood
carpet
hard floors
electrically-operated equipment such as scrubbers, polishers, vacuum cleaners
mops, brushes and brooms
buckets
dusters
pans
garbage receptacles
general and spot cleaning agents
cleaning agents for specialized surfaces including window and glass cleaners
disinfectants
pesticides
deodorizers
furniture and floor polishers

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METHODOLOGY:

Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing

ASSESSMENT METHODS:

Observation
Interview
Written examination
Demonstration of practical skills

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LO 3. CLEAN DRY AND WET AREAS


ASSESSMENT CRITERIA:

1. Wet and dry areas are prepared for cleaning and hazards are identified and
assessed

2. The work area is barricaded or warning signs are placed, as appropriate, to reduce
risk to colleagues and customers

3. Cleaning agents or chemicals are selected and applied on specific areas in

accordance with manufacturers recommendations, safety procedures and


establishment policies and procedures
4. Equipment are used safely in accordance with manufacturer's recommendations
5. Garbage and used chemicals are disposed off in accordance with hygiene, safety
and environmental legislation requirements
CONTENT:
Cleaning operations
Common cleaning chemicals
Treatment of common hazards
CONDITION:
Student/ trainee must be provided with the following:
mops
brushes
brooms
bucket
dust pans
garbage receptacles
water hoses
gloves
caution sign
mop squeegee
All-purpose cleaner
METHODOLOGY:
Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
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ASSESSMENT METHODS:
Observation
Interview
Written examination
Demonstration of practical skills
LO 4. MAITAIN AND STORE CLEANING EQUIPMENT AND CHEMICALS
ASSESSMENT CRITERIA:
1.
2.
3.
4.
5.

Equipment are cleaned after use in accordance with enterprise requirements and
manufacturers instructions
Routine preventive maintenance is carried out or arranged in accordance with
enterprise procedures
Defects are identified and reported in accordance with establishment procedures
Equipment are stored in the designated area and in a condition ready for re-use.
Chemicals are stored and controlled in accordance with health and safety
requirements.

CONTENTS:

Safe handling of cleaning equipment, chemicals and agents/tools

CONDITION:
Student/ trainee must be provided with the following:

general and spot cleaning agents


cleaning agents for specialized surfaces including window and glass cleaners
disinfectants
pesticides
deodorizers
furniture and floor polishers
electrically-operated equipment such as scrubbers, polishers, vacuum cleaners
mops, brushes and brooms
buckets
dusters
pans
garbage receptacles

METHODOLOGY:

Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion

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Film viewing

ASSESSMENT METHODS:
Observation
Interview
Written examination
Demonstration of practical skills
UNIT OF COMPETENCY :
DEAL WITH/HANDLE INTOXICATED GUESTS
MODULE TITLE

DEALING WITH/HANDLING INTOXICATED GUESTS

MODULE DESCRIPTOR :

This unit of competency deals with the knowledge, skills


and attitude in handling or dealing with intoxicated
guests at the workplace. It includes the knowledge and
skills on how to determine the level of intoxication,
proper approach, application of appropriate procedure
and the knowledge on legislation for alcoholic drinks.

NOMINAL DURATION

50 hours

SUMMARY OF LEARNING OUTCOMES:


LO 1. Determine the level of intoxication
LO 2. Apply appropriate procedures
LO 3. Comply with legislation

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LO 1. DETERMINE THE LEVEL OF INTOXICATION


ASSESSMENT CRITERIA:
1.
2.
3.
4.

Level of intoxication of guest is assessed in accordance with industry procedure.


Offered assistance politely to intoxicated guest in line with enterprise procedure.
Urgently referred difficult situation to immediate boss as per enterprise regulations.
Intoxicated guest lying on the floor is not touched but is carefully watched in line
with industry practice.
5. Sought immediate assistance from hotel security personnel for the situations that
posing a threat to safety and security according to enterprise procedure.
CONTENT:

Dealt diplomatically on the disruptive intoxicated guests.


Ability to communicate to make the guest understand the position.
Ability to demonstrate respect and concern in handling intoxicated guest

CONDITION:
Student/ trainee must be provided with the following:

Safe work practices and first aid regulations


Hygienic practices specific to bar operations national/local government laws
related to service of alcohol

METHODOLOGY:

Modular (self-paced)
Demonstration
Discussion

ASSESSMENT METHODS:

Observation
Interview
Written examination
Demonstration of practical skills

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LO 2. APPLY APPROPRIATE PROCEDURES


ASSESSMENT CRITERIA:
1. Analyzed the situation carefully
a. Applied procedures appropriate to the situation and in accordance with
organizational policy
b. Explained politely the position to the guest using appropriate
communication skills
2. Assisted the guest to leave the premises when necessary in accordance with
enterprise procedure.
CONTENT:

Manifested full understanding of legal requirements for alcohol service and


consumption.
Demonstrated ability to manage intoxicated persons using appropriate
communication, conflict resolution and anger management techniques
Exhibited the ability to offer appropriate guests assistance.

CONDITION:
Student/ trainee must be provided with the following:

Safe work practices and first aid regulations


Hygienic practices specific to bar operations national/local government laws
related to service of alcohol

METHODOLOGY:

Modular (self-paced)
Demonstration
Discussion

ASSESSMENT METHODS:

Observation
Interview
Written examination
Demonstration of practical skills

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LO 3. COMPLY WITH LEGISTRATION


ASSESSMENT CRITERIA:
1. Dealt with intoxicated persons in line with industry practice.
2. Dealt with underage drinkers with caution and care in compliance with legal
regulations.
3. Complied with legislative requirements as per alcoholic regulations.
CONTENT:

Manifested full knowledge of the effects of alcohol and factors which influence
effects.
Discussed the knowledge of the benefits in creating a responsible licensed drinking
environment to self, colleagues and guests
Demonstrated knowledge of ways of assessing intoxicated guests.

CONDITION:
Student/ trainee must be provided with the following:

Safe work practices and first aid regulations


Hygienic practices specific to bar operations national/local government laws
related to service of alcohol

METHODOLOGY:

Modular (self-paced)
Demonstration
Discussion

ASSESSMENT METHODS:

Observation
Interview
Written examination
Demonstration of practical skills

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