Technical Skills Checklist (TUTI)

Program: Bachelor of Science in Hotel and Restaurant Management
Name: Tricia F. Laysa

Date: August 8 2022
Housekeeping Technical Skills Checklist (Self-Assessment)

This is a self-assessment checklist to be used during the home-based training. It is a
comprehensive list of the key tasks to be carried out when learning the core housekeeping
technical skills. When you feel competent and knowledgeable in the area, then check the
appropriate box, which is a record of what you have learnt and practices in school. Attach at least
five (5) documented photos or videos that display your best knowledge and competency towards
basic housekeeping duties that corresponds to the box you have checked.
Basic Housekeeping Duties in the Guest Rooms

I know and I can Yes No In
Progress
1. Make up the bed ̷
2. Strip the bed ̷
3. Dust furniture ̷
4. Clean the bathroom ̷
5. Perform turn down service ̷
Servicing Guest’s in-Room Requests
Progress
1. Greet guests professionally ̷
2. Accepts and record guest’s requests and provide service ̷
according to hotel SOPs
3. Advise guests on use of item delivered to guest room as ̷
needed
4. Relay requests not related to Housekeeping to appropriate ̷
department
Basic Housekeeping Duties in Public Areas
Progress
1. Dispose garbage in accordance with hygiene, safety, and ̷
environmental regulations.
2. Clean wet and dry areas following safety and environmental ̷
standards.
3. Select equipment according to type of cleaning to be done ̷
Cleaning and Maintenance
Progress
1. Operate, use and care for equipment used for cleaning ̷
furniture, mirrors, lights, glass doors, and carpets
2. Identify the materials, cleaning agents, and chemicals used ̷
for cleaning floors, wall, ceilings of hotel
3. Identify the materials, cleaning agents, and chemicals used ̷
for cleaning floors, wall, ceilings of hotel
Accredited: Accrediting Agency of Chartered Colleges and Universities of the Philippines (AACCUP)
Member: Philippine Association of State Universities and Colleges (PASUC)

Agricultural Colleges Association of the Philippines (ACAP)
Laundering Guests Clothes and Linen
Progress
1. Count and sort items in accordance to cleaning process ̷
2. Operate laundry equipment in accordance to manufacturer’s ̷
instructions
3. Use proper cleaning agents and chemicals for laundry ̷
4. Check items after laundry to ensure quality cleaning ̷
Front Office Systems and Procedures Observations Checklist
This checklist will help you observe and reflect on the operation of the department. It is based on
a series of systems, processes and procedures which help the department run smoothly.
Observe and Consider Notes and Reflections

Front Office reservation systems and Use of
technology in the Front Office (10pts.)
 How does the reception use digital technology Hotel front desk agents are the first line of
for its operation? customer support in the hospitality industry.
They greet customers, assign rooms,
schedule meeting halls, accept payment,
dole out room keys and ensure the guest
has everything necessary for a comfortable
stay. Over the years, hotel record keeping
has evolved from paper-based systems to
complex computerized technology -- and it
is continuing forward to help hotels
maximize profits while delivering a
seamless guest experience.
 What systems are in use? Front office systems are any computer
programs that enable front office workers to
perform their jobs. In retail, a good example
of this type of system is a cash register that
automatically transfers sales data to back-
office systems.
Yields Management (20pts.)
 Who does the forecasting? It is ultimately the manager's responsibility

to prepare the forecast. They're the ones
that are accountable, and by following
these three simple techniques, they'll also
produce a much more accurate forecast,
which certainly reflects well on them as a
sales manager.
 How far out do they forecast? A Three-Day Forecast is updated report


that reflects a more current estimate of
room availability. It details any significant
change from the Ten-Day Forecast.
 Do they use competitive benchmarking to Yes, Competitive benchmarking measures

analyze competitors? where and how your organization stands
against your competitors. By using a set of
predetermined metrics, benchmarking
allows you to compare your company's
performance against your competitors and
other best-in-class brands.
 Who sets the target for occupancy, yield and Revenue per available room (RevPAR) is a
RevPAR? metric used in the hospitality industry to
measure hotel performance. The
measurement is calculated by multiplying a
hotel's average daily room rate (ADR) by
its occupancy rate. RevPAR is also
calculated by dividing a hotel's total room
revenue by the total number of available
rooms in the period being measured.
Customer Communication (15pts)
 How does the Front Office team maintain high Healthy communication in the organization
levels of professional communications with fosters mutual trust and sense of
customers? cooperation among the staff members and
the guests as well as between the staff
members and the management body. Front
office communication with other
departments can make or break the guests’
stay at the hotel. As the front office is
responsible to sell the hotel
accommodations, it is a major driving force
for generating revenue. Hence,
communication within and out of front office
department needs to be vibrant and
positive.
 Guest history-how does this operate? The system generates personal letters to
guests. The letter is created one time and
then printed as often as required on your
letterhead. The letter can be printed for all
guests or a range of guests. A consistent
mailing program to past guests increases
return rates and average daily rates.
 Special offers, discounts, new events, etc. Regular customers should be given special
discounts on every purchase, this

How do they keep close to their customers? would help you strengthen your bond with
them, and you are more likely to get “new
customers” referred by the loyal ones.
People like to recommend those brands to
their friends and loved ones that have “a
lot” to offer them.
Front Office Communication (10pts)
 How does the Front Office communicate with Front office interacts with various
other departments? departments since the guest inquire about
reservation through the entire guest cycle
up to the guest's departure. Communication
with Human Resource − Front Office
department is engaged with the HR
department to interview, help shortlist them,
and select the most eligible employees.
 How do customer feedback systems and Customer feedback is the information,

communications with customers operate? insights, issues, and input shared by your
community about their experiences with
your company, product, or services. This
feedback guides improvements of the
customer experience and can empower
positive change in any business — even
(and especially) when it's negative.
Supervision and Monitoring (10pts)
 Who supervises and monitors the department? Owners and Executive Managers
The general manager's responsibility is to
manage the hotel's day-to-day activities
and to oversee the functions of various
departments such as food and beverage,
laundry, and housekeeping.
 How is teamwork encouraged? Boost team spirit by encouraging group

activities, celebratory lunches, or even
donating time to a charitable cause. When
people are comfortable with their team,
they are more likely to listen and learn from
one another, engaging in discussions that
allow them to gain new perspectives.

Food and Beverage Technical Skills Checklist (Self-Assessment)
This is a self-assessment checklist to be used during the home-based training. It is a

comprehensive list of the key tasks to be carried out when learning the core housekeeping
technical skills. When you feel competent and knowledgeable in the area, then check the
appropriate box, which is a record of what you have learnt and practices in school. Attach at least
five (5) documented photos or videos that display your best knowledge and competency towards
basic housekeeping duties that corresponds to the box you have checked.
Meal Mise-en-Place
Progress
1. Arrange floral decorations for restaurant table and a buffet ̷
table
2. Lay placemats ̷
3. Handle cutlery, crockery and glasses safely and hygienically ̷
4. Load, carry and handle trays of empty glasses ̷
6. Clean, polish and stack plates in hot cupboard or sideboard ̷
where appropriate
Greeting the guest and taking the order
Progress
1. Greet guests in a professional manner ̷
2. Present menus and wine lists ̷
3. Take the food and beverage order, offering advice ̷
Cleaning and Maintenance
Progress
1. Operate, use and care for equipment for cleaning floors, ̷
furniture, mirrors, lights, glass doors, cutlery, crockery,
glasses and carpets
2. Identify the materials used for cleaning the food and beverage ̷
service area and food and beverage equipment
Billing and Payment
Progress
1. Make up a customer’s bill including the calculation of service ̷
charge
2. Present the bill to the customer ̷
Menu Knowledge
Progress
1. Identify the accompaniments, cover and service for popular ̷
menu items
2. Identify the accompaniments, cover and service or cheese, ̷
desserts and savories
3. Recognize and know popular dishes ̷
Self-Assessment Checklist/Reflection Rubrics


Element Not Meeting Approaching Meeting Exceeding Final
Standard Standard Standard Standard Score
1-3 4-6 7-8 9-10
Opinion with Opinion is Opinion is clear Opinion is Opinion is

Reasons unclear, no but reasons are clearly stated clearly stated
reasons are unclear or and reasons and reasons
given. incomplete are stated are strong.
Explanation Little to no Explanation Clear Clear and

explanation of attempts to explanation concise
the discuss the that discusses explanation
information information but most of the that
presented is unclear at information thoroughly
times. presented. discusses the
information
presented.
Conclusion Abrupt Ends with a Ends with a Effectively

ending. No concluding concluding ends with a
concluding statement that statement strong
statement. does not clearly about the concluding
relate to opinion opinion statements.
stated. stated.
Organization Little to no Attempts to Organizes Strong

& Transitions attempt at organize ideas, ideas in a organization
organization but transitional logical way. and
language needs Transitional transitional
to be added. language language used
used. throughout.
Mechanics Distracting Mechanical A couple Mechanics

(Spelling & mechanical errors distract at errors present, reflect careful
Grammar) errors times. but they do editing.
throughout. not distract.
Total Possible: 50
Video/Picture Checklist Rubrics
Name: Tricia F. Laysa Date:

Year/Section: BSHM 3 - E Score:

1-3 4-6 7-8
Exceeding Final
Standard Score
9-10
Subject Content Subject is Subject is clear Subject is Subject is
unclear, no but reasons are clearly stated, clearly stated,
reasons are unclear or and reasons are and reasons are
given. incomplete stated strong.
Documentation Little to no Documentation Clear Clear and
documented attempts to documentation concise
information discuss the that discusses documentation
presented information but most of the that thoroughly
is unclear at information discusses the
times. presented. information
presented.
Organization & Little to no Attempts to Organizes ideas Strong

Transitions attempt at organize ideas, in a logical way. organization and
organization but transitional Transitional transitional
language needs language used. language used
to be added. throughout.
Total Possible:30
May 26, 2021
ANNALIE G. CAMPOS, Ph.D.

Campus Director
This University

Dear Dr. Campos,
Christian Greetings!
Due to Covid-19, we have revised our Internship Program to a Home-based Internship Training.
This is a time of great uncertainty and as such, requires flexibility on everyone’s part. We do not want our
students to take any unnecessary risks that would put themselves or their loved ones in potential danger.
We do not know how long it will take companies to get back to some semblance of normal or start hiring
again for internships or work experience. Therefore, we are extending the Home-based Internship
Training as potential option for this school year 2020-2021.
It will also give the students an insight of the various operations, processes, techniques and
controls presently used in industry. It will serve as a training ground to help students gain competence,
and satisfaction in completing individual projects, and gaining insight into personal skills and attributes.
In connection with these, we would like to inform your good office that the BSHRM IV will be
having an Internship Orientation through online on May 31, 2021 at around 1:30 in the afternoon. The
said orientation training will be of great help to the said group of students who will be going to have their
Home-based Internship. It will be very beneficial for them for they will be orient with the content of the
said training plan.
Attach herewith is the Home-based Internship Training Plan and Orientation Program.
I am hoping for your favorable response on this matter. Thank you and God Bless.
Yours sincerely,
RECHEL C. VILLAGRACIA, MBA

SIAP Coordinator
ARNEL G. DOCE, MBA

SIAP Coordinator
Noted:
EDWIN JAIMES B. VILLAFLOR, MBA

EAL Coordinator
Recommending Approval:
LEIZL S. ALFONSO, MSBA-HRM

HM, Department Head
Approved:
DR. ANNALIE G. CAMPOS

Campus Director
INTERNSHIP REPORT
I. Title Page

II. Acknowledgement
III. Table of Content
IV. Housekeeping Technical Skills Checklist (Self-Assessment)
(Attached Copy)
V. Front Office Systems and Procedures Observations Checklist
(Attached Copy)
VI. Food and Beverage Technical Skills Checklist (Self-Assessment)
(Attached Copy)
VII. Webinar Series Reflection Paper
Note: Minimum of 350 words in each reflection paper
A. (PWU 1)
B. (PWU 2)
C. (ASTORIA HOUSEKEEPING)
D. (ASTORIA FRONT OFFICE)
Appendices:
Documentation
 3R size pictures for the Technical Skills Attachments with
Captions
 Photocopy of Certificate of Participation/Certificate of
Attendance
Note:
Internship Report should be in a long bond paper, white/cream folder with fastener
Internship report must be computerized.
Use double-spaced text
Indent first word in each paragraph
One-inch margin in all sides
Use Font Type: Arial
Use Font Size: 12
Internship Report

In Partial Fulfillment of the Requirements for
Internship Training
For a Degree in
Bachelor of Science in Hotel and Restaurant Management
Hospitality Management Department

Capiz State University, Sigma Campus
Submitted to:
RECHEL C. VILLAGRACIA, MBA

SIP Coordinator
Submitted by:
TRICIA F. LAYSA
BSHRM IV-BLUE
JULY 2021
HOUSE KEEPING TECHNICAL SKILLS

HOUSEKEEPING TECHICAL SKILLS

FRONT DESK TECHNICAL SKILLS


FOOD AND BEVERAGE TECHNICAL SKILLS

REFLECTION PAPER (ASTORIA HOUSEKEEPING)
This course has provided me the opportunity to learn the professional knowledge of the
Housekeeping Management Operation. Such as: planning, staffing, organization,
teamwork and how to control the basic techniques. Those are very important knowledge
that I need if I want to work at the hotel industry for my future. I have learned the
planning was the most important part of the housekeeping department management.
Every day the leader needs to plan how many housekeepers work, which area they
need belong to, what time they should start the room and what time they should finish
cleaning up the room. No planning is least work to do, but without planning the whole
housekeeping department going to be mass up. I know, my knowledge about
housekeeping is still not enough but I am willing to learn more. I was inspired by many
people I knew who are in the cruise line right now, despite the hard work they do but
they all still travelling the world the different countries for free with high salary. Very
soon, I see myself working in housekeeping department and I promise to be responsible
in my future job and I wanted my first job to be in Astoria Boracay for experience
because I wanted to go in international hotel company after 2-3 years.

REFLECTION PAPER (FRONT OFFICE)
When I first took this subject, my main drive was to be a good front officer who provides
high quality service to my customers. Before joining this course, I was informed that
there would be this practical course where I would be learning, and I was excited by the
thought. In addition, lots of senior was also emphasizing the indirect benefits I would
gain in taking this course. This was one of the examples she gave me. Throughout this
course, I have learned that there are so many more personal details which front officer
should know to reserve. I have learned that which information I should know and ask to
guest. Reservation requires a lot of detailed work to ensure accurate information not to
confuse or make mistake in a lot of different departments. I have also learned that front
officer has to always be aware of their customers and have good attitude and grooming,
because attitude and grooming can be seen as a entire of hotel service and image of
hotel. From reservation to check in, I have learned how many steps are there in each
reservation and check in. In addition, I learned which information I should ask to guest
in different step. Also, during the practical classes, I have learned about check out. For
example, I learned how many steps is there in check out and what I should do to make
check out properly. In the future, if I do end up as a hotel manager or a manager in
general, I feel that these skills I am developing will be able to help me run my
department in hotel or department efficiently. If any problems surface, I would be able to
reflect on other similar situations and apply the same or improvised solutions. When
running my rounds doing inspections, I would be detailed on grooming check, hygiene,
or punctuality even how staff works in front of guest to ensure that the customers feel
that the hotel they have decided to dine at was worth their money.
And Another TGC that I managed to develop is my communication skill. When I first
time try role playing, I didn’t have idea what I should do. Even all of knowledge was
confused in my head and cannot be arranged in my brain. But after our group has
several time to practice role play, I little bit more familiar with communicate with guest or

front officer. In the future, if I become a manager in general, I will communicate well with
guest. Moreover, I will communicate with different department. In addition, I will handle
well problem which can be caused in hotel between guest and staff and even between
lots of departments.

COPY OF CERTIFICATE OF PARTICIPATION/ CERTIFICATE OF ATTENDANCE


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Program: Bachelor of Science in Hotel and Restaurant Management

Name: Tricia F. Laysa

Housekeeping Technical Skills Checklist (Self-Assessment)

Basic Housekeeping Duties in the Guest Rooms

Member: Philippine Association of State Universities and Colleges (PASUC)

Front Office Systems and Procedures Observations Checklist

Observe and Consider Notes and Reflections

Yields Management (20pts.)

 Who does the forecasting? It is ultimately the manager's responsibility

 How far out do they forecast? A Three-Day Forecast is updated report

Member: Philippine Association of State Universities and Colleges (PASUC)

 Do they use competitive benchmarking to Yes, Competitive benchmarking measures

Customer Communication (15pts)

Member: Philippine Association of State Universities and Colleges (PASUC)

Front Office Communication (10pts)

 How do customer feedback systems and Customer feedback is the information,

Supervision and Monitoring (10pts)

 How is teamwork encouraged? Boost team spirit by encouraging group

Member: Philippine Association of State Universities and Colleges (PASUC)

This is a self-assessment checklist to be used during the home-based training. It is a

Self-Assessment Checklist/Reflection Rubrics

Member: Philippine Association of State Universities and Colleges (PASUC)

Opinion with Opinion is Opinion is clear Opinion is Opinion is

Explanation Little to no Explanation Clear Clear and

Conclusion Abrupt Ends with a Ends with a Effectively

Organization Little to no Attempts to Organizes Strong

Mechanics Distracting Mechanical A couple Mechanics

Video/Picture Checklist Rubrics

Name: Tricia F. Laysa Date:

Member: Philippine Association of State Universities and Colleges (PASUC)

Organization & Little to no Attempts to Organizes ideas Strong

May 26, 2021

ANNALIE G. CAMPOS, Ph.D.

Member: Philippine Association of State Universities and Colleges (PASUC)

RECHEL C. VILLAGRACIA, MBA

ARNEL G. DOCE, MBA

EDWIN JAIMES B. VILLAFLOR, MBA

LEIZL S. ALFONSO, MSBA-HRM

DR. ANNALIE G. CAMPOS

Member: Philippine Association of State Universities and Colleges (PASUC)

Member: Philippine Association of State Universities and Colleges (PASUC)

Hospitality Management Department

RECHEL C. VILLAGRACIA, MBA

Member: Philippine Association of State Universities and Colleges (PASUC)

Member: Philippine Association of State Universities and Colleges (PASUC)

Member: Philippine Association of State Universities and Colleges (PASUC)

Member: Philippine Association of State Universities and Colleges (PASUC)

Member: Philippine Association of State Universities and Colleges (PASUC)

Housekeeping Management Operation. Such as: planning, staffing, organization,

housekeeping department going to be mass up. I know, my knowledge about

soon, I see myself working in housekeeping department and I promise to be responsible

because I wanted to go in international hotel company after 2-3 years.

Member: Philippine Association of State Universities and Colleges (PASUC)

check out properly. In the future, if I do end up as a hotel manager or a manager in

department in hotel or department efficiently. If any problems surface, I would be able to

running my rounds doing inspections, I would be detailed on grooming check, hygiene,

And Another TGC that I managed to develop is my communication skill. When I first

Member: Philippine Association of State Universities and Colleges (PASUC)

Member: Philippine Association of State Universities and Colleges (PASUC)

Member: Philippine Association of State Universities and Colleges (PASUC)

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