HOUSEKEEPING CORE COMPETENCIES

UNIT OF COMPETENCY PROVIDE HOUSEKEEPING SERVICES TO

GUESTS
MODULE TITLE PROVIDING HOUSEKEEPING SERVICES TO
GUESTS
MODULE DESCRIPTOR This unit of competency deals with the skills and
knowledge required to provide a range of general
housekeeping services to guests.
NOMINAL DURATION HOURS
SUMMARY OF LEARNING OUTCOMES:
LO1. Receive housekeeping requests
LO2. Provide/ Service housekeeping requests
LO3. Provide advice to guest
LO4. Liaise with other departments

DETAILS OF LEARNING OUTCOMES

LO1. Receive housekeeping requests

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1.1 Guest/staff The  Lecture –  Interviews/
housekeeping following
requests and resources Discussion questioning
service MUST be
provided  Interaction 
delivery are Demonstrati
accepted and  on
recorded in
4.1 Fully
operational Demonstration
accordance to 
equipment in
enterprise policies an Observation
and procedure. accommodat
ion
1.2 Details of
requests made are environment,
confirmed and including
noted in guests
rooms and
accordance with
enterprise
various
procedures
housekeepin
1.3 Apologies are g equipment
made when a and
request has arisen solutions
from a
delayed delivery of
service

1.4 Request not

related to
housekeeping are
referred to

appropriate
department.

LO2. Provide/ Service housekeeping requests

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
2.1 Identified The  Lecture –  Interviews/
service/item is following
obtained through resources Discussion questioning
liaison with other MUST be
staff in accordance  Interaction 
provided
with enterprise Demonstrati
procedures  on
4.1 Fully
operational Demonstration
2.2 Required items 
are located and equipment in
an Observation
delivered to guest
room in accommodat
accordance with ion
enterprise
procedures environment,
including
2.3 Equipment is guests
set up in guest rooms and
room in various
accordance with
the request of the housekeepin
guest
g equipment
2.4 Requested
and
items are removed solutions
from guest rooms
in accordance with
enterprise
procedures.
LO3. Provide advice to guest

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
3.1 Guest is advised The  Lecture –  Interviews/
on services and following
items available resources Discussion questioning
Through MUST be
housekeeping provided  Interaction 
department Demonstrati
4.1 Fully  on
3.2 Guest is advised operational Demonstration
on use of items equipment in 
delivered to guest an Observation
Room accommodat
ion
3.3 The proper use
of delivered item to environment,
the guest room is including
demonstrated to guests
guest rooms and
various
3.4 Liaise with
other staff and housekeepin
department to
g equipment
provide
and
support services
solutions

LO4. Liaise with other departments

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
4.1 Equipment The  Lecture –  Interviews/
malfunction is following
reported to resources Discussion questioning
appropriate MUST be
personnel in provided  Interaction 
accordance with Demonstrati
enterprise 4.1 Fully  on
procedures operational Demonstration
equipment in 
4.2 Management is an Observation
advised on accommodat
dangerous or ion
suspicious
circumstances in
accordance with environment,
enterprise including
procedures. guests
rooms and
4.3 Other various
departments are
updated on the housekeepin
status of service g equipment
requests and
solutions
 UNIT OF COMPETENCY CLEAN AND PREPARE ROOMS FOR
INCOMING GUESTS
MODULE TITLE CEANING AND PREPARING ROOMS FOR
INCOMING GUESTS
MODULE 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.
NOMINAL DURATION HOURS
SUMMARY OF LEARNING OUTCOMES:
LO1. SET UP EQUIPMENT AND TROLLEYS
LO2. ACCESS ROOMS FOR SERVICING
LO3. MAKE UP BEDS
LO4. CLEAN AND CLEAR ROOMS
LO5. CLEAN CLEAR TROLLEYS AND EQUIPMENT

DETAILS OF LEARNING OUTCOMES

LO1. SET UP EQUIPMENT AND TROLLEYS

Assessment Contents Conditions Methodologie Assessmen

Criteria s t
Methods
1.1 Cleaning, The following  Lecture – 
supplies and resources Discussion Demonstrati
equipment required MUST be  Interaction on
for servicing rooms provided
are correctly selected
 
and prepared for use Demonstration Observation
4.1 Fully Inspection
1.2 Supplies for equipped guest Written
trolleys are accurately rooms Examination
identified and (Optional)
selected or ordered in 4.2
sufficient numbers in Housekeeping
accordance with storage areas
enterprise procedures and all
housekeeping
1.3 Trolleys are equipment
safely loaded with
required for
adequate supplies in
accordance with room cleaning
enterprise procedures

LO2. ACCESS ROOMS FOR SERVICING

Assessment Contents Conditions Methodologie Assessmen

Criteria s t
 Methods
2.1 Rooms requiring The following  Lecture – 
service are correctly resources Discussion Demonstrati
identified based on MUST be  Interaction on
Information supplied provided
to housekeeping staff
 
Demonstration Observation
2.2 Rooms are
4.1 Fully Inspection
accessed in equipped guest Written
accordance with the rooms Examination
establishment’s (Optional)
customer service and 4.2
security procedures Housekeeping
storage areas
and all
housekeeping
equipment
required for
room cleaning

LO3. MAKE UP BEDS

Assessment Contents Conditions Methodologie Assessmen

Criteria s t
Methods
3.1 Beds and The following  Lecture – 
mattresses are resources Discussion Demonstrati
stripped, pillows and MUST be  Interaction on
linen are provided
checked for stains
 
and damage rooms Demonstration Observation
are checked whether
4.1 Fully Inspection
guests left any equipped guest Written
valuables rooms Examination
(Optional)
3.2 Items with stains 4.2
are immediately Housekeeping
segregated and storage areas
forwarded to the and all
Laundry Department housekeeping
for proper processing equipment
required for
3.3 Bed linens are
replaced in room cleaning
accordance with
enterprise
standards and
procedures

LO4. CLEAN AND CLEAR ROOMS

Assessment Contents Conditions Methodologie Assessmen
Criteria s t
Methods
4.1 Rooms are The following  Lecture – 
cleaned in correct resources Discussion Demonstrati
order and with MUST be  Interaction on
minimum disruption provided
to guests
 
Demonstration Observation
4.2 All furniture,
4.1 Fully Inspection
fixtures and fittings equipped guest Written
are cleaned and rooms Examination
checked in (Optional)
accordance with 4.2
enterprise procedures Housekeeping
and hygiene/safety storage areas
Guidelines and all
housekeeping
4.3 Room supplies equipment
are checked,
required for
replenished or
replaced in room cleaning
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

LO5. CLEAN AND STORE TROLLEYS AND EQUIPMENT

Assessment Contents Conditions Methodologie Assessmen

Criteria s t
Methods
5.1 Trolleys and The  Lecture – 
equipment are following Discussion Demonstrati
cleaned after use in resources  Interaction on
accordance with MUST be  
safety and enterprise
provided Demonstration Observation
procedures
Inspection
5.2 All items are 4.1 Fully Written
correctly stored in equipped Examination
accordance with guest rooms (Optional)
enterprise
procedures 4.2
Housekeepin
5.3 Supplies and g storage
items are checked areas and all
and replenished or housekeepin
reordered in
g
accordance with
enterprise
equipment
procedures required for
room
5.4 Additional cleaning
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

UNIT OF COMPETENCY PROVIDE VALET/BUTLER SERVICE

MODULE TITLE PROVIDING VALET/BUTLER SERVICE
MODULE 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.
NOMINAL DURATION HOURS
SUMMARY OF LEARNING OUTCOMES:
LO1. PROVIDE VALET SERVICES TO GUESTS
LO2. DISPLAY PROFESSIONAL VALET STANDARDS
LO3. CARE FOR GUEST PROPERLY

DETAILS OF LEARNING OUTCOMES

LO1. PROVIDE VALET SERVICES TO GUESTS

Assessment Contents Conditions Methodologie Assessmen

Criteria s t
 Methods
1.1 Role of valet is The following  Lecture – 
defined in resources/situa Discussion Demonstrati
accordance with tions MUST  Interaction on
enterprise policy be provided  OJT 
Observation
1.2 Valet services 4.1 Workplace Written
are prepared to be location Examination
delivered (Optional)
4.2 Interaction
1.3 Valet services is with others to
delivered within demonstrate
limit of appropriate
responsibility interpersonal
skills and
1.4 Valet services is ability to
recorded organize
services

LO2. DISPLAY PROFESSIONAL VALET STANDARDS

Assessment Contents Conditions Methodologie Assessmen

Criteria s t
Methods
2.1 Rapport is The following  Lecture – 
established and resources/situa Discussion Demonstrati
feelings of goodwill tions MUST  Interaction on
are be provided  OJT 
enhanced between Observation
the guest within 4.1 Workplace Written
limit of location Examination
responsibility (Optional)
4.2 Interaction
2.2 Knowledge of with others to
individual guest’s demonstrate
records is accessed appropriate
and utilized to interpersonal
provide skills and
personalized and ability to
quality services organize
based on guest services
instructions and
enterprise policy
2.3 Valet grooming
and communication
standards are
followed, in
accordance with
enterprise policy

LO3. CARE FOR GUEST PROPERLY

Assessment Contents Conditions Methodologie Assessmen

Criteria s t
Methods
3.1 Luggage is set The following  Lecture – 
in room based on resources/situa Discussion Demonstrati
guest instructions tions MUST  Interaction on
and be provided  OJT 
enterprise policy Observation
4.1 Workplace Written
3.2 Guest clothes location Examination
may be processed (Optional)
based on guest 4.2 Interaction
instructions and with others to
enterprise policy demonstrate
appropriate
3.3 Shoes are interpersonal
cleaned based on skills and
guest instructions ability to
3.4 Repairs are organize
made or organized services
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
 UNIT OF COMPETENCY LAUNDRY LINEN AND GUEST CLOTHES
MODULE TITLE LAUNDERING LINEN AND GUEST CLOTHES
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 HOURS
SUMMARY OF LEARNING OUTCOMES:
LO1. COLLECT LAUNDRY FO LAUNDERING FUNCTIONS
LO2. PERFORM LAUNDERING FUNCTIONS
LO3. PROCESS LAUNDERED ITEMS
LO4. RETURN LAUNDERED ITEM

DETAILS OF LEARNING OUTCOMES

LO1. COLLECT LAUNDRY FO LAUNDERING FUNCTIONS

Assessment Contents Conditions Methodologie Assessmen

Criteria s t
Methods
1.1 The role of an The following  Lecture – 
on-premise laundry resources Discussion Demonstrati
is identified MUST be  Interaction on
according to provided  Interview/
enterprise policy Demonstration Questioning
 4.1 Variety of Simulation 
1.2 Guest clothes linen, clothing Observation
are picked up in items and Written
accordance with fabrics Examination
enterprise policy (Optional)
4.2 Industry
1.3 In-house items laundry
are picked up in equipment
accordance with
enterprise policy 4.3 Laundry
Chemicals/
Solutions

LO2. PERFORM LAUNDERING FUNCTIONS

Assessment Contents Conditions Methodologie Assessmen

Criteria s t
Methods
2.1 Items are The following  Lecture – 
correctly sorted and resources Discussion Demonstrati
counted according MUST be  Interaction on
to provided  Interview/
Cleaning process Demonstration Questioning
required and 4.1 Variety of Simulation 
urgency of the item linen, clothing Observation
items and Written
2.2 Items for fabrics Examination
laundering are (Optional)
checked for stains 4.2 Industry
and are treated laundry
using the correct equipment
process
4.3 Laundry
2.3 Laundry Chemicals/
methods are Solutions
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
LO3. PROCESS LAUNDERED ITEMS

Assessment Contents Conditions Methodologie Assessmen

Criteria s t
Methods
3.1 Post cleaning The following  Lecture – 
laundry activity are resources Discussion Demonstrati
performed in MUST be  Interaction on
accordance with provided  Interview/
enterprise policy Demonstration Questioning
4.1 Variety of Simulation 
3.2 Results of linen, clothing Observation
cleaning are items and Written
checked and fabrics Examination
appropriate (Optional)
additional action is 4.2 Industry
taken. laundry
equipment
3.3 Internal record
and billing 4.3 Laundry
instructions are Chemicals/
processed in Solutions
accordance with
enterprise
procedures

3.4 Necessary
internal laundry
reports are
produced

LO4. RETURN LAUNDERED ITEM

Assessment Contents Conditions Methodologie Assessmen

Criteria s t
Methods
4.1 Guest clothes The following  Lecture – 
are delivered in resources Discussion Demonstrati
accordance with MUST be  Interaction on
enterprise policy provided  Interview/
Demonstration Questioning
4.2 In-house items 4.1 Variety of Simulation 
are delivered in linen, clothing Observation
accordance with items and Written
enterprise policy fabrics Examination
(Optional)
4.2 Industry
 laundry
equipment

4.3 Laundry
Chemicals/
Solutions

UNIT OF COMPETENCY CLEAN PUBLIC AREA, FACILITIES AND

EQUIPMENT
MODULE TITLE CLEANING PUBLIC AREA, FACILITIES AND
EQUIPMENT
MODULE DESCRIPTOR 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.
NOMINAL DURATION HOURS
SUMMARY OF LEARNING OUTCOMES:
LO1. SELECT AND SET UP EQUIPMENT AND MATERIALS
LO2. APPLY CLEANING TECHNIQUE
LO3. CLEAN DRY AND WET AREAS
LO4. MAINTAIN AND STORE CLEANING EQUIPMENTS AND
CHEMICALS

DETAILS OF LEARNING OUTCOMES

LO1. SELECT AND SET UP EQUIPMENT AND MATERIALS

Assessment Contents Conditions Methodologie Assessmen

Criteria s t
Methods
1.1 Equipment are The following  Lecture – 
selected according resources Discussion Demonstrati
to type of cleaning MUST be  Interaction on
to be done provided   Interviews/
Demonstration questioning
1.2 All equipment 4.1 Workplace
are checked if clean location 
and in safe working Observation
condition prior to 4.2 Cleaning
use agents,
 equipment and
1.3 Suitable dry and tools
wet cleaning agents
and chemicals are
selected and
prepared in
accordance with
manufacturer’s and
relevant
occupational
health and
safety requirements

1.4 Protective
clothing are
selected and used
where
necessary

LO2. APPLY CLEANING TECHNIQUE

Assessment Contents Conditions Methodologie Assessmen

Criteria s t
Methods
2.1 Furniture, The following  Lecture – 
fixtures, ceilings resources Discussion Demonstrati
and wallings are MUST be  Interaction on
assessed for provided   Interviews/
cleaning Demonstration questioning
4.1 Workplace
2.2 Appropriate location 
cleaning equipment Observation
and chemicals are 4.2 Cleaning
selected in agents,
accordance with the equipment and
type of material tools
used

2.3 Cleaning
technique is applied
on furniture and
walling
materials in
accordance with
type of material
used
2.4 Appropriate
procedures is
applied in
accordance with
the technique
2.5 Equipment and
chemicals are
properly cleaned
and
stored in
accordance with
manufacturer’s
specifications
and requirements

LO3. CLEAN DRY AND WET AREAS

Assessment Contents Conditions Methodologie Assessmen

Criteria s t
Methods
3.1 Wet and dry The following  Lecture – 
areas are prepared resources Discussion Demonstrati
for cleaning and MUST be  Interaction on
hazards are identified provided
and assessed
  Interviews/
Demonstration questioning
3.2 The work area is
4.1 Workplace
barricaded or location 
warning signs are Observation
placed, as 4.2 Cleaning
appropriate, to reduce agents,
risk to colleagues and equipment and
customers tools
3.3 Cleaning agents
or chemicals are
selected and applied
on specific areas in
accordance with
manufacturer’s
recommendations,
safety procedures and
enterprise policies
and procedures

3.4 Equipment are

used safely in
accordance with
manufacturer's
recommendations
3.5 Garbage and used
chemicals are
disposed off in
accordance with
hygiene, safety and
environmental
legislation
requirements

LO4. MAINTAIN AND STORE CLEANING EQUIPMENTS AND

CHEMICALS

Assessment Contents Conditions Methodologie Assessmen

Criteria s t
Methods
4.1 Equipment are The following  Lecture – 
cleaned after use in resources Discussion Demonstrati
accordance with MUST be  Interaction on
enterprise provided   Interviews/
requirements and Demonstration questioning
manufacturer’s 4.1 Workplace
instructions location 
Observation
4.2 Routine 4.2 Cleaning
preventive agents,
maintenance is equipment and
carried out or tools
arranged in
accordance with
enterprise
procedures

4.3 Defects are

identified and
reported in
accordance with
enterprise
procedures

4.4 Equipment are

stored in the
designated area and
in a
condition ready for
re-use.

4.5 Chemicals are

stored and
controlled in
accordance with
health and safety
requirements.

UNIT OF COMPETENCY DEAL WITH/HANDLE INTOXICATED GUESTS

 MODULE TITLE DEALING WITH/HANDLE 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 HOURS
SUMMARY OF LEARNING OUTCOMES:
LO1. DETERMINE THE LEVEL OF INTOXICATION
LO2. APPLY APPROPRIATE PROCEDURE
LO3. COMPLY WIT LEGISLATION

DETAILS OF LEARNING OUTCOMES

LO1. DETERMINE THE LEVEL OF INTOXICATION

Assessment Contents Conditions Methodologie Assessmen

Criteria s t
Methods
1.1 Level of 4.1 Sources of  Lecture –  Oral
intoxication of information on Discussion Questions
guest is assessed in the industry  Interaction Written
accordance with  Questions
industry procedure. 4.2 Industry Demonstration Work
knowledge Simulation Projects
1.2 Offered about alcohol Workplace
assistance politely observation
to intoxicated guest of practical
in line with skills
enterprise
Practical
procedure.
Exercises/
Role Play/
1.3 Urgently
referred difficult Demonstrati
situation to on
immediate boss as Formal
per enterprise report from
regulations. supervisor

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.

LO2. APPLY APPROPRIATE PROCEDURE

Assessment Contents Conditions Methodologie Assessmen

Criteria s t
Methods
2.1 Analyzed the 4.1 Sources of  Lecture –  Oral
situation carefully information on Discussion Questions
the industry  Interaction Written
a. Applied  Questions
procedures 4.2 Industry Demonstration Work
appropriate to the knowledge Simulation Projects
situation and in about alcohol Workplace
accordance with observation
organizational of practical
policy skills
Practical
b. Explained
Exercises/
politely the position
Role Play/
to the guest using
appropriate Demonstrati
communication on
skills Formal
report from
2.2 Assisted the supervisor
guest to leave the
premises when
necessary in
accordance with
enterprise
procedure.

LO3. COMPLY WIT LEGISLATION

Assessment Contents Conditions Methodologie Assessmen
Criteria s t
Methods
3.1 Dealt with 4.1 Sources of  Lecture –  Oral
intoxicated persons information on Discussion Questions
in line with the industry  Interaction Written
industry  Questions
Practice 4.2 Industry Demonstration Work
knowledge Simulation Projects
3.2 Dealt with about alcohol Workplace
underage drinkers observation
with caution and of practical
care in skills
compliance with
Practical
legal regulations
Exercises/
Role Play/
3.3 Complied with
legislative Demonstrati
requirements as per on
alcoholic Formal
regulations report from
supervisor