Professional Documents
Culture Documents
TR Housekeeping Services
TR Housekeeping Services
REGULATIONS
HOUSEKEEPING NC II
TOURISM SECTOR
(HOTEL AND RESTAURANT)
TOURISM SECTOR
(HOTEL AND RESTAURANT)
HOUSEKEEPING NC II
Page No.
COMPETENCY MAP 61
DEFINITION OF TERMS 62
ACKNOWLEDGMENTS 63
TRAINING REGULATIONS FOR
HOUSEKEEPING NC II
This Qualification is packaged from the competency map of the Tourism Sector
(Hotel and Restaurant) as shown in Annex A
Junior Cleaner
Assistant Cleaner
Assistant Public Area Cleaner
Cleaner
Public Area Cleaner
Attendant
Room/Cabin Attendant/Room Maid
Laundry Attendant
Housekeeping Attendant
Butler
This section gives the details of the contents of the basic, common and core units
of competency required in HOUSEKEEPING NC II.
BASIC COMPETENCIES
UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes
required to gather, interpret and convey information in
response to workplace requirements.
PERFORMANCE CRITERIA
ELEMENT Italicized terms are elaborated in the Range of Variables
1. Obtain and 1.1 Specific and relevant information is accessed from
convey appropriate sources
workplace 1.2 Effective questioning , active listening and speaking skills
information are used to gather and convey information
1.3 Appropriate medium is used to transfer information and
ideas
1.4 Appropriate non- verbal communication is used
1.5 Appropriate lines of communication with supervisors and
colleagues are identified and followed
1.6 Defined workplace procedures for the location and
storage of information are used
1.7 Personal interaction is carried out clearly and concisely
2. Speak English 2.1 Simple conversations on familiar topics with work
at a basic colleagues is participated
operational 2.2 Simple verbal instructions or requests are responded to
level 2.3 Simple requests are made
2.4 Routine procedures are described
2.5 Likes, dislikes and preferences are expressed
2.6 Different forms of expression in English is identified
3. Participate in 3.1 Team meetings are attended on time
workplace 3.2 Own opinions are clearly expressed and those of others
meetings and are listened to without interruption
discussions 3.3 Meeting inputs are consistent with the meeting purpose
and established protocols
3.4 Workplace interactions are conducted in a courteous
manner
3.5 Questions about simple routine workplace procedures
and maters concerning working conditions of employment
are asked and responded to
3.6 Meetings outcomes are interpreted and implemented
4. Complete 4.1 Range of forms relating to conditions of employment are
relevant work completed accurately and legibly
related 4.2 Workplace data is recorded on standard workplace forms
documents and documents
4.3 Basic mathematical processes are used for routine
calculations
4.4 Errors in recording information on forms/ documents are
identified and properly acted upon
4.5 Reporting requirements to supervisor are completed
according to organizational guidelines
TR - HOUSEKEEPING NC II (Amended) Promulgated December 2013 2
RANGE OF VARIABLES
VARIABLE RANGE
1. Appropriate sources 1.1 Team members
1.2 Suppliers
1.3 Trade personnel
1.4 Local government
1.5 Industry bodies
UNIT DESCRIPTOR : This unit covers the skills, knowledge and attitudes to
identify role and responsibility as a member of a team.
PERFORMANCE CRITERIA
ELEMENT Italicized terms are elaborated in the Range of Variables
1. Describe team role and 1.1 The role and objective of the team is identified from
scope available sources of information
1.2 Team parameters, reporting relationships and
responsibilities are identified from team discussions
and appropriate external sources
2. Identify own role and 2.1 Individual role and responsibilities within the team
responsibility within environment are identified
team 2.2 Roles and responsibility of other team members are
identified and recognized
2.3 Reporting relationships within team and external to
team are identified
VARIABLE RANGE
1. Role and objective of 1.1 Work activities in a team environment with enterprise or
team specific sector
1.2 Limited discretion, initiative and judgement maybe
demonstrated on the job, either individually or in a team
environment
UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes in
promoting career growth and advancement.
PERFORMANCE CRITERIA
ELEMENT Italicized terms are elaborated in the Range of Variables
1. Integrate personal 1.1 Personal growth and work plans are pursued towards
objectives with improving the qualifications set for the profession
organizational goals 1.2 Intra- and interpersonal relationships are maintained in
the course of managing oneself based on performance
evaluation
1.3 Commitment to the organization and its goal is
demonstrated in the performance of duties
2. Set and meet work 2.1 Competing demands are prioritized to achieve
priorities personal, team and organizational goals and
objectives.
2.2 Resources are utilized efficiently and effectively to
manage work priorities and commitments
2.3 Practices along economic use and maintenance of
equipment and facilities are followed as per
established procedures
3. Maintain professional 3.1 Trainings and career opportunities are identified and
growth and availed of based on job requirements
development 3.2 Recognitions are sought/received and demonstrated
as proof of career advancement
3.3 Licenses and/or certifications relevant to job and
career are obtained and renewed
VARIABLE RANGE
1. Evaluation 1.1 Performance Appraisal
1.2 Psychological Profile
1.3 Aptitude Tests
UNIT DESCRIPTOR : This unit covers the outcomes required to comply with
regulatory and organizational requirements for
occupational health and safety.
PERFORMANCE CRITERIA
ELEMENT Italicized terms are elaborated in the Range of Variables
1. Identify hazards and 1.1 Safety regulations and workplace safety and hazard
risks control practices and procedures are clarified and
explained based on organization procedures
1.2 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
1.3 Contingency measures during workplace accidents,
fire and other emergencies are recognized and
established in accordance with organization procedures
2. Evaluate hazards and 2.1 Terms of maximum tolerable limits which when
risks exceeded will result in harm or damage are identified
based on threshold limit values (TLV)
2.2 Effects of the hazards are determined
2.3 OHS issues and/or concerns and identified safety
hazards are reported to designated personnel in
accordance with workplace requirements and relevant
workplace OHS legislation
3. Control hazards and 3.1 Occupational Health and Safety (OHS) procedures for
risks controlling hazards/risks in workplace are consistently
followed
3.2 Procedures for dealing with workplace accidents, fire
and emergencies are followed in accordance with
organization OHS policies
3.3 Personal protective equipment (PPE) is correctly
used in accordance with organization OHS procedures
and practices
3.4 Appropriate assistance is provided in the event of a
workplace emergency in accordance with established
organization protocol
4. Maintain OHS 4.1 Emergency-related drills and trainings are
awareness participated in as per established organization
guidelines and procedures
4.2 OHS personal records are completed and updated in
accordance with workplace requirements
5. Perform basic first-aid 5.1 Situation is assessed in accordance with accepted
procedures practice
5.2 Basic first-aid techniques is applied in accordance with
established first-aid procedures and enterprise policy
5.3 Details of the incident is communicated in a timely
manner according to enterprise policy
VARIABLE RANGE
1. Safety regulations May include:
1.1 Clean Air Act
1.2 Building code
1.3 National Electrical and Fire Safety Codes
1.4 Waste management statutes and rules
1.5 Philippine Occupational Safety and Health Standards
1.6 DOLE regulations on safety legal requirements
1.7 ECC regulations
2. Hazards/Risks May include:
2.1 Physical hazards – impact, illumination, pressure,
noise, vibration, temperature, radiation
2.2 Biological hazards- bacteria, viruses, plants,
parasites, mites, molds, fungi, insects
2.3 Chemical hazards – dusts, fibers, mists, fumes, smoke,
gasses, vapors
2.4 Ergonomics
2.4.1 Psychological factors – over exertion/ excessive
force, awkward/static positions, fatigue, direct
pressure, varying metabolic cycles
2.4.2 Physiological factors – monotony, personal
relationship, work out cycle
3. Contingency measures May include:
3.1 Evacuation
3.2 Isolation
3.3 Decontamination
3.4 Calling emergency personnel
3.5 First Aid Application
4. PPE May include:
4.1 Mask
4.2 Gloves
4.3 Goggles
4.4 Hair Net/cap/bonnet
4.5 Face mask/shield
4.6 Ear muffs
4.7 Apron/Gown/coverall/jump suit
4.8 Anti-static suits
5. Emergency-related 5.1 Fire drill
drills and training 5.2 Earthquake drill
5.3 Basic life support/CPR
5.4 First aid
5.5 Spillage control
5.6 Decontamination of chemical and toxic
5.7 Disaster preparedness/management
6. OHS personal records 6.1 Medical/Health records
6.2 Incident reports
6.3 Accident reports
6.4 OHS-related training completed
COMMON COMPETENCIES
UNIT DESCRIPTOR : This unit of competency deals with the knowledge, skills
and attitude required to access, increase and update
industry knowledge. It includes information on the
industry and update industry knowledge
PERFORMANCE CRITERIA
ELEMENT Italicized items are elaborated in the Range of Variables
1. Seek information on 1.1 Sources of information on the industry are correctly
the industry identified and accessed
1.2 Information to assist effective work performance is
obtained in line with job requirements
1.3 Specific information on sector of work is accessed and
updated
1.4 Industry information is correctly applied to day-to-day
work activities
RANGE OF VARIABLES
VARIABLE RANGE
1. Information sources May include:
1.1 media
1.2 reference books
1.3 libraries
1.4 unions
1.5 industry associations
1.6 industry journals
1.7 internet
1.8 personal observation and experience
VARIABLE RANGE
3.5 Conducting internal testing to determine quality and
differentials
3.6 General media research
3.7 Developing and analyzing responses to questionnaires
3.8 Reading surveys and ratings
4. Promotional initiatives May include:
4.1 Media campaigns
4.2 Internal promotions, including static displays,
demonstrations, tastings, videos, competitions,
packages, events
EVIDENCE GUIDE
UNIT DESCRIPTOR : This unit of competency deals with the knowledge, skills
and attitudes in observing workplace hygiene
procedures. It includes following hygiene procedures and
identifying and preventing hygiene risks.
PERFORMANCE CRITERIA
ELEMENT Italicized items are elaborated in the Range of Variables
1. Follow hygiene 1.1 Workplace hygiene procedures are implemented in
procedures line with enterprise and legal requirements
1.2 Handling and storage of items are undertaken in line
with enterprise and legal requirements
2. Identify and prevent 2.1 Potential hygiene risks are identified in line with
hygiene risks enterprise procedures
2.2 Action to minimize and remove risks are taken
within scope of individual responsibility of
enterprise/legal requirements
2.3 Hygiene risks beyond the control of individual staff
members are reported to the appropriate person for
follow up
RANGE OF VARIABLES
VARIABLE RANGE
1. Hygiene procedures May include:
1.1 safe and hygienic handling of food and beverage
1.2 regular hand washing
1.3 correct food storage
1.4 appropriate and clean clothing
1.5 avoidance of cross-contamination
1.6 safe handling disposal of linen and laundry
1.7 appropriate handling and disposal of garbage
1.8 cleaning and sanitizing procedures
1.9 personal hygiene
EVIDENCE GUIDE
UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes and
values needed to perform computer operations which
includes inputting, accessing, producing and transferring
data using the appropriate hardware and software
PERFORMANCE CRITERIA
ELEMENT Italicized terms are elaborated in the Range of Variables
1. Plan and prepare for 1.1 Requirements of task are determined
task to be undertaken 1.2 Appropriate hardware and software is selected
according to task assigned and required outcome
1.3 Task is planned to ensure OHS guidelines and
procedures are followed
2. Input data into 2.1 Data are entered into the computer using appropriate
computer program/application in accordance with company
procedures
2.2 Accuracy of information is checked and information is
saved in accordance with standard operating
procedures
2.3 Inputted data are stored in storage media according to
requirements
2.4 Work is performed within ergonomic guidelines
3. Access information 3.1 Correct program/application is selected based on job
using computer requirements
3.2 Program/application containing the information required
is accessed according to company procedures
3.3 Desktop icons are correctly selected, opened and
closed for navigation purposes
3.4 Keyboard techniques are carried out in line with OHS
requirements for safe use of keyboards
4. Produce/output data 4.1 Entered data are processed using appropriate software
using computer system commands
4.2 Data are printed out as required using computer
hardware/peripheral devices in accordance with
standard operating procedures
4.3 Files and data are transferred between compatible
systems using computer software, hardware/ peripheral
devices in accordance with standard operating
procedures
5. Maintain computer 5.1 Systems for cleaning, minor maintenance and
equipment and replacement of consumables are implemented
systems 5.2 Procedures for ensuring security of data, including
regular back-ups and virus checks are implemented in
accordance with standard operating procedures
5.3 Basic file maintenance procedures are implemented in
line with the standard operating procedures
5.4 Document systems are maintained
RANGE OF VARIABLES
VARIABLE RANGE
1. Hardware and May include:
peripheral devices 1.1 Personal computers
1.2 Networked systems
1.3 Communication equipment
1.4 Printers
1.5 Scanners
1.6 Keyboard
1.7 Mouse
EVIDENCE GUIDE
UNIT DESCRIPTOR : This unit of competency deals with the knowledge, skills
and attitudes in following health, safety and security
practices. It includes dealing with emergency situations
and maintaining safe personal presentation standards.
PERFORMANCE CRITERIA
ELEMENT Italicized items are elaborated in the Range of Variables
1. Follow workplace 1.1 Correct health, safety and security procedures are
procedures for health, followed in line with legislation, regulations and
safety and security enterprise procedures
practices 1.2 Breaches of health, safety and security procedures are
identified and reported in line with enterprise procedure
1.3 Suspicious behavior or unusual occurrence are reported
in line with enterprise procedure
5. Maintain safe personal 5.1 Safe personal standards are identified and followed in
presentation standards line with enterprise requirements
PERFORMANCE CRITERIA
ELEMENT Italicized items are elaborated in the Range of Variables
6. Maintain a safe and 6.1 Workplace health, safety and security responsibilities are
secure workplace identified
6.2 Framework to maintain workplace health, safety and
security are maintained
6.3 Procedures for identifying and assessing health, safety
and security hazards and risks are implemented
6.4 Injuries, illnesses and incidents are investigated
6.5 Organization's health, safety and security effectiveness
are evaluated
RANGE OF VARIABLES
VARIABLE RANGE
1. Health, safety and May include:
security procedures 1.1 Use of personal protective clothing and equipment
1.2 Safe posture including sitting, standing, bending
1.3 Manual handling including lifting, transferring
1.4 Safe work techniques including knives and equipment,
handling hot surfaces, computers and electronic
equipment
1.5 Safe handling of chemicals, poisons and dangerous
materials
1.6 Ergonomically sound furniture and work stations
1.7 Emergency fire and accident
1.8 Hazard identification and control
1.9 Security of documents, cash, equipment, people
1.10 Key control systems
EVIDENCE GUIDE
UNIT DESCRIPTOR : This unit of competency deals with the knowledge, skills
and attitudes in providing effective customer service. It
includes greeting customer, identifying customer needs,
delivering service to customer, handling queries through
use of common business tools and technology and
handling complaints/conflict situation, evaluation and
recommendation.
PERFORMANCE CRITERIA
ELEMENT Italicized items are elaborated in the Range of Variables
1. Greet customer 1.1 Customers are greeted according to enterprise
procedure
1.2 Verbal and non-verbal communications are appropriate
to the given situation
1.3 Non verbal communication are observed when
responding to customers
1.4 Sensitivity to cultural and social differences is
demonstrated
2. Identify needs of 2.1 Appropriate interpersonal skills are used to ensure
customers that customer needs are accurately identified
2.2 Customer needs are assessed for urgency so that
priority for service delivery can be identified
2.3 Customers are provided with information
2.4 Personal limitation in addressing customer and
colleague needs is identified and where appropriate,
assistance is sought from supervisor
3. Deliver service to 3.1 Customer needs are promptly attended to in line with
customer enterprise procedure
3.2 Appropriate rapport is maintained with customer to
enable high quality service delivery
3.3 Opportunity to enhance the quality of service and
products are taken wherever possible
PERFORMANCE CRITERIA
ELEMENT Italicized items are elaborated in the Range of Variables
4. Handle queries through 4.1 Common business tools and technology are used
use of common efficiently to determine customer requirements
business tools and 4.2 Queries/ information are recorded in line with enterprise
technology procedure
4.3 Queries are acted upon promptly and correctly in line
with enterprise procedure
5. Handle complaints/ 5.1 Guests are greeted with a smile and eye-to-eye contact
conflict situations, 5.2 Responsibility for resolving the complaint is taken
evaluation and within limit of responsibility and according to enterprise
recommendations policy
5.3 Nature and details of complaint are established and
agreed with the customer
5.4 Threats to personal safety are identified and managed
to personal safety of customers or colleagues and
appropriate assistance is organized
5.4 Appropriate action is taken to resolve the complaint to
the customers satisfaction wherever possible
5.5 Conflict situations are resolved within scope of individual
responsibility by applying effective communication skills
and according to enterprise policy
RANGE OF VARIABLES
VARIABLE RANGE
1. Customer May include:
1.1 internal
1.2 external
2. Non-verbal May include:
communication 2.1 body language
2.2 dress and accessories
2.3 gestures and mannerisms
2.4 voice tonality and volume
2.5 use of space
2.6 culturally specific communication customs and
practices
3. Cultural and social May include:
differences 3.1 modes of greeting, farewell and conversation
3.2 body language/ use of body gestures
3.3 formality of language
VARIABLE RANGE
8. Complaint May include:
8.1 level of service
8.2 product standards
8.3 processes
8.4 information given
8.5 charges and fees
9. Threats to personal May include:
safety 9.1 violent customers
9.2 drug and alcohol affected customers
9.3 customers fighting amongst themselves
EVIDENCE GUIDE
1. Critical aspects of Assessment requires evidence that the candidate :
Competency 1.1 Complied with industry practices and procedures
1.2 Used interactive communication with others
1.3 Complied with occupational, health and safety practices
1.4 Promoted public relation among others
1.5 Complied with service manual standards
1.6 Demonstrated familiarity with company facilities,
products and services
1.7 Demonstrated ability to work effectively with others
1.8 Applied company rules and standards
1.9 Applied telephone ethics
1.10 Applied correct procedure in using telephone, fax
machine, internet
1.11 Handled customer complaints within limit of individual
responsibility
2. Required Knowledge 2.1 Communication
2.1.1 Interactive communication with others
2.1.2 Interpersonal skills/ social graces with
sincerity
2.2 Safety Practices
2.2.1 Safe work practices
2.2.2 Personal hygiene
2.3 Attitude
2.3.1 Attentive, patient and cordial
2.3.2 Eye-to-eye contact
2.3.3 Maintain teamwork and cooperation
2.4 Theory
2.4.1 Selling/up selling techniques
2.4.2 Interview techniques
2.4.3 Conflict resolution
2.4.4 Communication process
2.4.5 Communication barriers
3. Required Skills 3.1 Effective communication skills
3.2 Non-verbal communication - body language
3.3 Good time management
3.4 Ability to work calmly and unobtrusively effectively
3.5 Ability to handle telephone inquiries and conversations
3.6 Correct procedure in handling telephone inquiries
3.7 Proper way of handling complaints
3.8 Ability to apply basic principles of conflict resolution and
respond to complaints
4. Resource Implications The following resources should be provided
4.1 Availability of telephone, fax machine, internet,
etc.
4.2 Availability of data on projects and services; tariff and
rates, promotional activities in place etc.
4.3 Availability of office supplies
5. Methods of Competency in this unit must be assessed through
Assessment 5.1 Written examination
5.2 Practical demonstration
6. Context of 6.1 Assessment may be done in the workplace or in a
Assessment simulated workplace setting (assessment centers)
6.2 Assessment activities are carried out through TESDA's
accredited assessment center
CORE COMPETENCIES
UNIT DESCRIPTOR : This unit of competency deals with the skills and
knowledge required to provide a range of general
housekeeping services to guests.
PERFORMANCE CRITERIA
ELEMENT Italicized terms are elaborated in the Range of Variables
1. Receive housekeeping 1.1 Guest/staff housekeeping requests and service
requests delivery are accepted and recorded in accordance to
enterprise policies and procedure.
1.2 Details of requests made are confirmed and noted in
accordance with enterprise procedures
1.3 Apologies are made when a request has arisen from a
delayed delivery of service
1.4 Request not related to housekeeping are referred to
appropriate department.
3. Provide advice to guest 3.1 Guest is advised on services and items available
through housekeeping department
3.2 Guest is advised on use of items delivered to guest
room
3.3 The proper use of delivered item to the guest room is
demonstrated to guest
3.4 Liaise with other staff and department to provide
support services
RANGE OF VARIABLES
VARIABLE RANGE
1. Requests May include:
1.1 Range of services and products offered by the
establishment
1.2 Availability, hours and location of meals, services,
equipment
1.3 Various types of equipment work
EVIDENCE GUIDE
UNIT DESCRIPTOR : The unit deals with the skills and knowledge required
from housekeeping attendants to clean and prepare
rooms for incoming guests in a commercial
accommodation establishment.
PERFORMANCE CRITERIA
ELEMENT Italicized terms are elaborated in the Range of Variable
1. Set up equipment and 1.1 Cleaning, supplies and equipment required for servicing
trolleys rooms are correctly selected and prepared for use
1.2 Supplies for trolleys are accurately identified and selected or
ordered in sufficient numbers in accordance with enterprise
procedures
1.3 Trolleys are safely loaded with adequate supplies in
accordance with enterprise procedures
2. Access rooms for 2.1 Rooms requiring service are correctly identified based on
servicing information supplied to housekeeping staff
2.2 Rooms are accessed in accordance with the establishment’s
customer service and security procedures
3. Make up beds 3.1 Beds and mattresses are stripped, pillows and linen are
checked for stains and damage rooms are checked whether
guests left any valuables
3.2 Items with stains are immediately segregated and forwarded
to the Laundry Department for proper processing
3.3 Bed linens are replaced in accordance with enterprise
standards and procedures
4. Clean and clear rooms 4.1 Rooms are cleaned in correct order and with minimum
disruption to guests
4.2 All furniture, fixtures and fittings are cleaned and checked
in accordance with enterprise procedures and hygiene/safety
guidelines
4.3 Room supplies are checked, replenished or replaced in
accordance with enterprise standards and procedures
4.4 Pests are promptly identified and appropriate action is taken in
accordance with safety and enterprise procedures
4.5 Rooms are checked for any defects and are accurately
reported in accordance with enterprise procedures
4.6 Damaged items are recorded in accordance with enterprise
procedures
4.7 Any unusual or suspicious person, item or occurrence is
promptly reported in accordance with enterprise procedures
4.8 Guest’s belongings left in vacated rooms are collected and
stored in accordance with lost and found enterprise
procedures
5. Clean and store trolleys 5.1 Trolleys and equipment are cleaned after use in
and equipment accordance with safety and enterprise procedures
5.2 All items are correctly stored in accordance with enterprise
procedures
5.3 Supplies and items are checked and replenished or re-
ordered in accordance with enterprise procedures
5.4 Additional housekeeping services is provided as requested
in accordance with enterprise procedures
5.5 Turn over procedure for next shift is carried out in
accordance with enterprise procedures
RANGE OF VARIABLES
VARIABLE RANGE
1. Cleaning supplies and May include:
equipment 1.1 Cleaning agents, disinfectant and chemicals
1.2 Vacuum cleaner
1.3 Mops
1.4 Brushes
1.5 Buckets
1.6 Caddy
1.7 Carpet sweeper
1.8 Cleaning and polishing cloths
1.9 Protective clothing
1.10 Brooms
1.11 Dust pans
1.12 Squeegee
EVIDENCE GUIDE
UNIT DESCRIPTOR : This unit of competency deals with the skills and
knowledge required to provide valet/butler services in a
commercial accommodation establishment. This role
would generally be undertaken by staff members with
sound organizational and interpersonal skills within limit
of responsibility.
PERFORMANCE CRITERIA
ELEMENT Italicized terms are elaborated in the Range of Variables
1. Provide valet services 1.1 Role of valet is defined in accordance with enterprise
to guests policy
1.2 Valet services are prepared to be delivered
1.3 Valet services is delivered within limit of responsibility
1.4 Valet services is recorded
3. Care for guest property 3.1 Luggage is set in room based on guest instructions and
enterprise policy
3.2 Guest clothes may be processed based on guest
instructions and enterprise policy
3.3 Shoes are cleaned based on guest instructions
3.4 Repairs are made or organized based on guest
instructions, in accordance with enterprise policy
3.5 Confidentiality of guest’s property and activities is
maintained in accordance with legal and ethical
requirements
RANGE OF VARIABLES
VARIABLE RANGE
1. Guest records May include:
1.1 Basic contact lists and details, as provided by the
establishment
1.2 Basic customer preference profiles, as provided by the
establishment
EVIDENCE GUIDE
UNIT 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.
PERFORMANCE CRITERIA
ELEMENT Italicized terms are elaborated in the Range of Variables
1. Collect laundry for 1.1 The role of an on-premise laundry is identified according
laundering functions to enterprise policy
1.2 Guest clothes are picked up in accordance with
enterprise policy
1.3 In-house items are picked up in accordance with
enterprise policy
2. Perform laundering 2.1 Items are correctly sorted and counted according to
functions cleaning process required and urgency of the item
2.2 Items for laundering are checked for stains and are
treated using the correct process
2.3 Laundry methods are selected in accordance with textile
labeling codes and based on fiber and fabric, dye
fastness, degree of spoilage and washing instructions
2.4 Laundry equipment is operated in accordance with
manufacturer’s instructions
2.5 Any damage arising from the laundering process is
recorded and appropriate person(s) is/are notified in
accordance with enterprise procedures
2.6 Cleaning agents and chemicals are used in accordance
with manufacturer’s instructions and specific laundry
equipment
2.7 Items are checked after the laundering process to
ensure quality cleaning
2.8 Pressing and finishing processes are correctly
completed in accordance with textile characteristics and
client requirements
3. Process laundered 3.1 Post cleaning laundry activity are performed in
item accordance with enterprise policy
3.2 Results of cleaning are checked and appropriate
additional action is taken.
3.3 Internal record and billing instructions are processed in
accordance with enterprise procedures
3.4 Necessary internal laundry reports are produced
4. Return laundered item 4.1 Guest clothes are delivered in accordance with
enterprise policy
4.2 In-house items are delivered in accordance with
enterprise policy
RANGE OF VARIABLES
VARIABLE RANGE
EVIDENCE GUIDE
RANGE OF VARIABLES
VARIABLE RANGE
1. Occupational health, May include:
safety and environment 1.1 Establishment policies and procedures related to
requirements cleaning operations and disposal of used chemicals
1.2 Laws on general workplace safety, hazardous
substances, and manual handling and storage
requirements
1.3 Establishment security procedures
VARIABLE RANGE
5.5 fumes
5.6 blood
5.7 needles and syringes
5.8 used condoms
5.9 sharp objects including knives and skewers
5.10 human waste
5.11 surgical dressings
5.12 broken glass
5.13 fat and oil
5.14 heated utensils and surfaces
5.15 sharp food scraps including bones and crustacean shells
EVIDENCE GUIDE
UNIT 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.
PERFORMANCE CRITERIA
ELEMENT Italicized items are elaborated in the Range of Variables
1. Determine the level of 1.1 Level of intoxication of guest is assessed in
intoxication accordance with industry procedure.
1.2 Offered assistance politely to intoxicated guest in line
with enterprise procedure.
1.3 Urgently referred difficult situation to immediate boss as
per enterprise regulations.
1.4 Intoxicated guest lying on the floor is not touched but is
carefully watched in line with industry practice.
1.5 Sought immediate assistance from hotel security
personnel for the situations that posing a threat to safety
and security according to enterprise procedure.
2. Apply appropriate 2.1 Analyzed the situation carefully
procedures 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
2.2 Assisted the guest to leave the premises when
necessary in accordance with enterprise procedure.
3. Comply with legislation 3.1 Dealt with intoxicated persons in line with industry
practice
3.2 Dealt with underage drinkers with caution and care in
compliance with legal regulations
3.3 Complied with legislative requirements as per alcoholic
regulations
RANGE OF VARIABLES
VARIABLE RANGE
1. Assess intoxication May include:
levels 1.1 Changes in behavior
1.2 Monitoring noise level
1.3 Monitoring drink orders
1.4 Slowing service.
2. Assistance May include:
2.1 Organizing transport for guest wishing to leave
2.2 Suggesting staying in a room in the hotel
2.3 Assisting guest to leave the premises
EVIDENCE GUIDE
BASIC COMPETENCIES
Unit of Assessment
Competency Learning Outcomes Methodology Approach
1. Participate in 1.1 Obtain and convey Group Demonstration
workplace workplace information discussion Observation
communication 1.2 Speak English at a basic Interaction Interviews/
operational level Practice questioning
1.3 Participate in workplace session
meeting and discussion
1.4 Complete relevant work
related documents
2. Work in team 2.1 Describe and identify Discussion Demonstration
environment team role and Interaction Observation
responsibility in a team Simulation Interviews/
2.2 Describe work as a team games questioning
member
2.3 Work effectively with
colleagues
2.4 Work in socially diverse
environment
3. Practice career 3.1 Integrate personal Discussion Demonstration
professionalism objectives with Interaction Observation
organizational goals Role play Interviews/
3.2 Set and meet work questioning
priorities
3.3 Maintain professional
growth and development
COMMON COMPETENCIES
Unit of Assessment
Competency Learning Outcomes Methodology Approach
1. Develop and 1.1 Seek information on the Lecture Interviews/
update industry Group Questioning
industry 1.2 Update continuously Discussion Individual/
knowledge relevant industry Individual/ Group Project
knowledge Group or Report
1.3 Develop and update Assignment
local knowledge
1.4 Promote products and Field visit
services to customers Video
presentation
2. Observe 2.1 Follow hygiene Lecture Demonstration
workplace procedures Demonstration Written
hygiene 2.2 Identify and prevent Role-play Examination
procedures hygiene risk Interviews/
Case study Questioning
3. Perform 3.1 Plan and prepare task to Lecture Interviews/
computer be undertaken Group Questioning
operations 3.2 Input data into a Discussion Practical
computer Tutorial or self- Demonstration
3.3 Assess information using pace Observation
computer Demonstration
3.4 Produce/ output data
using computer system Practice
3.5 Maintain computer session
system
4. Perform 4.1 Practice workplace Lecture Demonstration
workplace and procedures for health, Demonstration Interviews/
safety safety and security Role-play Questioning
practices practices Simulation Written
4.2 Perform child protection Examination
duties relevant to the
tourism industry
4.3 Observe and monitor
people
4.4 Deal with emergency
situations
4.5 Maintain safe personal
presentation standards
4.6 Maintain a safe and
secure workplace
CORE COMPETENCIES
Unit of Assessment
Competency Learning Outcomes Methodology Approach
1. Provide 1.1 Receive housekeeping Lecture – Interviews/
Housekeeping requests Discussion questioning
Services to 1.2 Provide/Service Interaction Demonstration
Guests housekeeping requests Demonstration Observation
1.3 Provide advice to guest
1.4 Liaise with other
departments
The delivery of training should follow the design of the curriculum. Delivery
should be guided by the 10 basic principles of competency-based TVET.
Trainees or students who wish to enter this course should possess the
following requirements:
This list does not include specific institutional requirements such as educational
attainment, appropriate work experience and others that may be required of the
trainees by the school or training center delivering the TVET program.
TOOLS EQUIPMENT
QTY ITEM QTY ITEM
5 pcs. Mops 1 unit Projector Screen
5 pcs. Brushes 1 unit Overhead Projector
5 pcs. Brooms 2 unit Electric Fan
5 pcs. Buckets 1 pc. First Aid Cabinet
5 pcs. Dust Pans 1 pc. Instructor’s desk chairs
2 pcs. Garbage Receptacles 3 pcs. Fire Extinguisher
5 pcs. Sorting Baskets/ Laundry Baskets 2 pcs. Emergency Light
1 pc. Step Ladder 2 pcs. Directional Signage
2
2 pcs. Squeegee units. Air condition
25
2 pcs. Water Hoses pcs. Armed Chairs
10 pcs. Lint Free Cleaning Cloths 1 unit Telephone
10 pcs Scrubbing Foam 1 unit Computer
10 pcs. Dish Sponges 1 unit. TV
5 pcs. Spray Bottles 1 unit. Video player
5 pcs. Anti-Static Dusters 1 unit. Fax machine
25 pcs. Gloves 1 unit. Refrigerator
5 pcs. Caution Signs 1 unit. Hairdryer
2 pcs. Mop Squeezer 1 pc. Alarm clock
1 pc. Shelving
MATERIALS 1 pc. Cart
QTY ITEM 1 pc. Trolley
2 reams Bond paper 1 unit. Coffee Maker
25 pcs. Folders 1 unit. Electric kettle
1 pc. Logbook 1 unit. Electric jug
HOUSEKEEPING NC II
HOUSEKEEPING – NC II
TRAINER QUALIFICATION
4.3 Assessment shall focus on the core units of competency. The basic and
common units shall be integrated or assessed concurrently with the core
units.
4.4 The following are qualified to apply for assessment and certification:
cultural needs
COMPETEN
CIES CORE
catering products
Handle and Prepare Transport and Provide Clean and prepare Provide Clean public
serve cheese stocks, sauces store food in a housekeeping rooms for incoming Valet/Butler Laundry linen areas, facilities Deal with/Handle
and soups safe and hygienic services guest service and guest clothes and equipment Intoxicated guests
manner to guests
COMPETENCI
ES COMMON
Receive and
Practice Participate Work Practice Practice Lead
respond to Work Dem onstrate housekeeping in workplace in team career occupational workplace Lead
work values
workplace with others procedures com m unication environm ent p r of ession alism health and com m unication sm all team s
com m unication (5S) safety procedures
CIES BASIC
COMPETEN
Use Apply
Develop and Solve problem s Use Utilize Develop problem - Plan Collect,
practice m athem atical and organize analyze and Prom ote
related to work concepts and relevant specialized team s and solving environm ental
negotiation activities technologies com m unication individuals techniques in work organize protection
skills techniques skills the workplace inform ation
3. Carpet Sweeper – A handy type of sweeper used to pick-up dirt and foreign
matters from the carpet surface
REVIEW PANEL