8-Cbc - Housekeeping NC II Final

Capellan Institute of Technology HOUSEKEEPING
San Pablo City Branch NC II

L. Cosico Avenue, Brgy I-A, San Pablo City, Laguna Course Title
Effectivity Issue no.: 01 Date Issued:
Revision No.: 1
SY 2015 Series 2015
TITLE HOUSEKEEPING
SECTOR TOURISM
NOMINAL TRAINING
436 Hours
DURATION
QUALIFICATION LEVEL NC II
This course is designed to enhance the knowledge, skills

COURSE DESCRIPTION and attitude of housekeeping staff in housekeeping
services, preparing guest’s rooms, providing valet/butler
service, laundering linen and guest’s clothes, cleaning
premises and equipment in accordance with industry
standards. It covers the basic, core and common
competencies in HOUSEKEEPING NC II.
The student/trainee will acquire proficiency in the
following skills areas at the end of this program.
1. Participate in workplace communication

2. Work in team environment
3. Practice career professionalism
4. Practice occupational health and safety
procedures
5. Develop and update industry knowledge
COURSE OBJECTIVES 6. Observe workplace hygiene procedures
7. Perform computer operations
8. Perform workplace and safety practices
9. Provide effective customer service
10. Provide Housekeeping Services to Guests
11. Clean and Prepare Rooms for Incoming Guests
12. Provide Valet/Butler Service
13. Laundry Linen and Guest Clothes
14. Clean Public Areas, Facilities & Equipment
15. Deal with/Handle intoxicated guests
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The trainee who wishes to enter the program must be:

ENTRY REQUIREMENTS
 can communicate basic English both oral and
written
 physically and mentally fit
 with good moral character
 can perform basic mathematical computation
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COURSE STRUCTURE:
UNIT OF NOMINAL
MODULE TITLE CONTENTS
COMPETENCY DURATION
BASIC COMPETENCIES
Participate in Participating in  Obtain and convey 6 hours

workplace workplace workplace information
communication communication  Participate in
workplace meetings
and discussions
 Complete relevant
work related
documents
Working in a team Describe and identify 4 hours

Work in a team
environment team role and
environment
responsibility in a team
Describe work as a team
member
Practice career Practicing career Integrate personal 4 hours
professionalism professionalism objectives with
organizational goals
Set and meet work
priorities
Maintain professional
growth and development
Evaluate hazards and
Practice Practicing risks 4 hours
occupational health occupational Control hazards and
and safety health and safety risks
Maintain OHS
awareness
Total Hours for Basic Competencies 18 Hours

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UNIT OF NOMINAL
COMPETENCY DURATION
COMMON COMPETENCIES
Develop and Developing and Seek information on the 3 hours

Update Industry updating Industry industry
Knowledge Knowledge Update continuously
relevant industry
knowledge
Observe Workplace Observing  Follow hygiene 3 hours

Hygiene Workplace procedures
Procedures Hygiene  Identify and prevent
Procedures hygiene risks
Perform Computer Performing  Plan and prepare for 6 hours

Operations Computer task to be undertaken
Operations  Input data into computer
 Access information using
computer
 Produce/output data
using computer system
 Maintain computer
equipment and systems
Perform Workplace Performing  Practice workplace 2 hours

Safety Practices Workplace Safety procedures for health,
Practices safety and security
practices
 Deal with emergency
situations
 Maintain safe personal
presentation standards
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Provide Effective Providing  Greet customer 4 hours

Customer Service Effective  Identify customer needs
Customer Service  Deliver service to
customer
 Handle queries through
telephone, fax machine,
internet and email
 Handle complaints,
evaluation and
recommendations
Total Hours for Common Competencies 18 Hours
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UNIT OF NOMINAL
COMPETENCY DURATION
CORE COMPETENCIES
 Receive housekeeping
Provide Providing requests 60 hours
housekeeping housekeeping  Provide housekeeping
services to guests. services to requests
guests.  Provide advice to guest
 Liaise with other
departments
 Set up equipment and

Clean and prepare Cleaning and trolleys 110 hours
rooms for guests preparing rooms  Access rooms for
for guests servicing
 Make up beds
 Clean and clear rooms
 Clean and store trolleys
and equipment
Provide valet /butler Providing valet/  Display professional 50 hours

service butler service valet standards
 Care for guest property
60 hours
Laundry linen and Laundering linen  Collect laundry for
guest clothes and guest clothes laundering functions
 Perform laundering
functions
 Process laundered item
 Return laundered item
Clean public areas, Cleaning  Select and set up 110 hours

facilities and premises equipment and materials
equipment  Apply cleaning
technique
 Clean dry and wet areas
 Maintain and store
cleaning equipment and
chemicals
Deal with/handle Dealing  Determine the level of 10 hours

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intoxicated guests with/handling intoxication

intoxicated guests  Apply appropriate
procedures
 Comply with legislation
Total Hours for Core Competencies 400 Hours

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COMPETENCY ANALYSIS:
No. of
Units of Competency Total
Modules
BASIC COMPETENCIES 4
 Participate in workplace communication 1.1
 Work in a team environment 1.2
 Practice career professionalism 1.3
 Practice occupational health and safety 1.4
procedures
COMMON COMPETENCIES 5
 Develop and update industry knowledge 2.1
 Observe workplace hygiene procedures 2.2
 Perform computer operations 2.3
 Perform workplace and safety practices 2.4
 Provide effective customer service 2.5
CORE COMPETENCIES 6
 Provide housekeeping services to guest 3.1
 Clean and prepare rooms for guest 3.2
 Provide valet/butler service 3.3
 Launder linen and guest clothes 3.4
 Clean public areas, facilities and equipment 3.5
 Deal with/handle intoxicated guests 3.6
TOTAL 15
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COURSE DELIVERY
To effectively deliver the program, the trainer may
conduct the following methods of training.
 Demonstration
 Self-paced instruction
 Film viewing
 Lecture/discussion
 Simulation
 Group Discussion
 Lecture/Demonstration
 On- the -Job Training
METHODS OF ASSESSMENT The performance of the student/trainee may be

assessed using any two of the following methods:
 Direct observation
 Practical demonstration
 Oral/written test
 Third party report
RESOURCES To effectively facilitate the program, the trainer

will use the following resources:
 Textbooks and supplemental materials

(List attached)
 Modules/Manuals
 List of Tools & Equipments are provided in
a separate sheet
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QUALIFICATION OF TRAINER The instructor/trainer who will handle this course

must posses the following qualification:
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
*Optional. Only when required by the hiring

institution
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MODULE OF INSTRUCTION BASIC 1.1
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.
NOMINAL DURATION : 6 hours
CERTIFICATE LEVEL : NC II
PREREQUISITE : None
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 documents.

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LO1: OBTAIN AND CONVEY WORKPLACE INFORMATION
ASSESSMENT CRITERIA:
1. Specific relevant information is accessed from appropriate sources.

2. Effective questioning and active listening and speaking 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 work procedures for the location and storage of information are used.
7. Personnel interaction is carried out clearly and concisely.
CONTENTS:
 Parts of speech
 Sentence construction
 Effective communication
 Conduct interviews
CONDITIONS:
The students/ trainees must be provided with the following:
 Writing materials (pen & paper)

 References (books)
 Manuals
METHODOLOGIES:
 Group discussion
 Interaction
 Lecture
 Reportorial
ASSESSMENT METHOD:
 Written test
 Practical performance test
 Interview
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LO2: PARTICIPATE IN WORKPLACE MEETINGS AND DISCUSSIONS
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 interaction is 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:
 Sentence construction
 Technical writing
 Recording information
CONDITIONS:
The students/trainees must be provided with the following:
 Paper
 Pencils/ball pen
 References (books)
 Manuals
METHODOLOGIES:
 Group discussions
 Interaction
 Lecture
ASSESSMENT METHODS:
 Written test
 Practical/performance test
 Interview
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L03: COMPLETE RELEVANT WORK RELATED DOCUMENTS
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 properly
acted upon.
5. Reporting requirements to supervisor are completed according to
organizational guidelines.
CONTENTS:
 Basic mathematics
 Technical writing
 Types of forms
CONDITIONS:
 Paper
 Pencils / ball pen
 Reference books
 Manuals
METHODOLOGIES:
 Group discussion
 Interaction
 Lecture
ASSESSMENT METHOD:
 Written test
 Practical Performance test
 Interview
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UNIT OF COMPETENCY : WORK IN A TEAM ENVIRONMENT
MODULE TITLE : WORKING IN A TEAM ENVIRONMENT
MODULE DESCRIPTOR : This module covers the skills, knowledge and attitudes
to identify role and responsibility as a member of a
team.
PREREQUISITE : None
Upon completion of this module, the students/ trainees will be able to:
LO1. Describe and identify team role and responsibility in a team
LO2. Describe work as a team member.

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LO1: DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A TEAM
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 role.
 Relationship and responsibilities
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
METHODOLOGIES:
 Group discussion/interaction
 Case studies
 Simulation
ASSESSMENT METHODS:
 Written test
 Observation
 Simulation
 Role playing
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LO2: DESCRIBE WORK AS A TEAM MEMBER
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 team’s role and objectives and individual competencies of
the members.
CONTENTS:
 Communication process
 Team structure/team roles
 Group planning and decision making
CONDITIONS:
 SOP of workplace
 Job procedures
 Organization or external personnel
METHODOLOGIES:
 Group discussion/interaction
 Case studies
 Simulation
ASSESSMENT METHODS:
 Observation of work activities

 Observation through simulation or role play
 Case studies and scenarios.
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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
PREREQUISITE : None
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

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LO1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS
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:
 Code of conduct and code of ethics

 Personal hygiene
 Interpersonal and intrapersonal skills
 Communication skills
 Fundamental rights at work
 Company procedures and standards
CONDITIONS:
Student/ trainee must be provided with the following:
Tools Equipment Materials/ Supplies

simulated laboratory room case studies
electronic learning device prints and media
computer
television and video set
METHODOLOGY:
 Video presentation
 Discussion
 Research
ASSESSMENT METHOD:
 Interview - oral
 written
 Observation
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LO2. SET AND MEET WORK PRIORITIES
1. Completing 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 long economic use and maintenance equipment and facilities are
followed as per established procedures.
CONTENTS:
 Work values and ethics

 Company policies
 Company operating procedures and standards
 Gender and Development
 Personal Hygiene
CONDITIONS:

assessment tools for case simulated laboratory room case studies
studies
electronic learning device prints and media
computer Workplace/ location
assessment
television and video set
METHODOLOGY:
 Lecture/ Discussion
 Research/ project
ASSESSMENT METHOD:
 Written
 Portfolio assessment
 Simulation
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LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT
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:
 Certifications and licenses appreciation

 Participate in training programs
 Awards/ rewards
CONDITIONS:

Certificates and licenses
pen and paper
METHODOLOGY:
 Film viewing
 Lecture
 Group Discussion
 Research
 Simulated training workshops
ASSESSMENT METHOD:
 Written
 Observation
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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 outcomes required to comply

with regulatory and organizational requirements for
occupational health and safety.
PREREQUISITE : None
Upon completion of this module, the trainee/student must be able to:
LO1. Evaluate hazards and risks
LO3. Control hazards and risks
LO4. Maintain occupational health and safety awareness

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LO1. EVALUATE HAZARDS AND RISKS
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
 EGG Regulations
CONDITIONS:

 Hand outs on
 Philippine OHS standards
 Effects of hazards in the workplace
 Ergonomics
 EGG regulations
 TLV table
 CD’s, VHS tapes, transparencies
METHODOLOGIES:
 Interactive lecture
 Situation analysis
 Symposium
 Film viewing
 Group dynamics
ASSESSMENT METHODS:
 Interview
 Written examination
 Simulation
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LO2. CONTROL HAZARDS AND RISKS
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:
 Safety regulations
 Clean air act
 Electrical and fire safety code
 Waste management
 Disaster preparedness and management
 Contingency measures and procedures
CONDITIONS:

 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
METHODOLOGIES:
 Symposium
 Film viewing
 Group dynamics
 Self-paced instruction
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ASSESSMENT METHODS:
 Interview
 Case/situation analysis
 Simulation
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LO3. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS
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
CONDITIONS:
The students/trainees must be provided with the following
 Workplace
 PPE
 OHS personal records
 Health record
METHODOLOGIES:
 Simulation
 Symposium
 Film viewing
 Group dynamics
ASSESSMENT METHODS:
 Demonstration
 Interview
 Portfolio assessment
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MODULE OF INSTRUCTION COMMON 2.1
UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
MODULE TITLE : DEVELOPING AND UPDATING INDUSTRY

KNOWLEDGE
MODULE DESCRIPTION : This module 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.
PREREQUISITE : None
Upon completion of the module the trainees/student should be able to:
LO1. Seek information on the industry
LO2. Update continuously relevant industry knowledge.

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LO1. SEEK INFORMATION ON THE INDUSTRY
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.
CONTENT:
 Information sources
 media
 reference book
 libraries
 union
 industry association
 internet
 personal observation
 Trade unions environmental issues and requirements
 Industrial relations issues and major organization
 Career opportunities
 Work ethic required to work in the industry
 Quality assurance
CONDITIONS:
Students/trainees must be provided with the following:
 Proper Hygiene Procedure Manuals

 Internet
 Personal Computer
 Reference Book
 Industry Journals
METHODOLOGIES:
 Self paced/modular
 Demonstration
 Small group discussion
 Distance education
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ASSESSMENT METHODS:
 Written/Oral examination
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LO2. UPDATE CONTINOUSLY RELEVANT 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.
CONTENT:
 Information sources
 media
 libraries/reference book
 union/industry association
 internet
 Legislation that affects the industry
CONDITIONS:
 Internet
 Personal Computer
 Reference Book
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS:
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UNIT OF COMPETENCY : OBSERVE WORKPLACE HYGIENE PROCEDURES
MODULE TITLE : OBSERVING WORKPLACE HYGIENE

PROCEDURES
attitudes in observing workplace hygiene procedures. It
includes following hygiene procedures and identifying
and preventing hygiene risks.
PREREQUISITE : None
SUMMARY OF LEARNING OUTCOMES :
LO1. Follow hygiene procedures
LO2. Identify and prevent hygienic risk

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LO 1. FOLLOW HYGIENE PROCEDURES
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:
 Hygiene procedures
 Proper hand washing
 Regular bathing
 Appropriate and clean clothing
 Cleaning and sanitizing procedures
 Correct work practices
 Proper waste disposal
 Personal hygiene
 Pest control
 Principles of HACCP
CONDITIONS:
 Proper hygiene procedure manuals

 Soap
 Sanitizer
 Hygiene products
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS:
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LO 2. IDENTIFY AND PREVENT HYGIENIC RISK
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:
 Types of hygiene risks

 Bacteria and contamination
 Inappropriate food handling
 Poor work practices
 Cross contamination
 Disposal of garbage or potentially contaminated waste
CONDITIONS:
 Proper hygiene procedure manuals

 Soap
 Sanitizer
 Hygiene products
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS:
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UNIT OF COMPETENCY : PERFORM COMPUTER OPERATIONS
MODULE TITLE : PERFORMING COMPUTER OPERATIONS
MODULE DESCRIPTION : This covers the knowledge, skills and attitudes and
values needed to perform computer operations which
include inputting, accessing, producing and
transferring data using the appropriate hardware and
software.
PREREQUISITE : None
LO1. Plan and prepare task to be undertaken
LO2 Input data into a computer
LO3. Assess information using computer
LO4. Produce/output data using computer system
LO5. Maintain computer system

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LO1: PLAN AND PREPARE THE TASK TO BE UNDERTAKEN
1. Requirements of the task undertaken are determined.

2. Appropriate hardware and software is selected in according to task
assigned and required outcome.
3. Task is planned to ensure OHS guidelines and procedures are followed.
CONTENTS:
 Types of computers and basic features of different operating systems

 Plain parts of a computer
 Storage devices and basic categories of memory
 Types of software
 Computer capacity
 OHS Guidelines
 Computer Capacity
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
- Manufacturer’s manual
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METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS:
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LO2: INPUT DATA INTO A COMPUTER
1. Data are entered into the computer using appropriate program/application

is in accordance with company procedures
2. Accuracy of information is checked and information is saved in accordance
with the standard operating procedures
3. Inputted data that are stored in storage media according to requirements
4. Work is performed within the ergonomic guidelines
CONTENTS:
 Standard operating procedures in entering and saving data into the

computer
 Storage media
 Ergonomic guidelines
CONDITION:

- personal computer
- network system
- printer
- scanner
- keyboard
- mouse
- office supplies
- diskettes
- CDs
- Zip disks
 Tools
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METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS:
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LO3: ASSESS INFORMATION USING COMPUTER
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 is carried out in line with OHS requirements for safe
use of keyboards
CONTENTS:
 Procedures/Techniques in Accessing Information

 Desktop Icons
 Keyboard Techniques Based on OHS Requirements
CONDITION:

- personal computer
- network system
- printer
- scanner
- keyboard
- mouse

- office supplies
- diskettes
- CDs
- Zip disks
 Tools
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METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS:
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LO4: PRODUCE/OUTPUT DATA USING COMPUTER SYSTEM
1. Entered data is processed using appropriate software commands

2. Data are printed out as required using computer hardware/peripheral
devices is in accordance with standard operating procedures
3. Files and data are transferred between compatible systems using computer
software, hardware/peripheral devises is in accordance with standard
operating procedures
CONTENTS:
 Software Commands
 Operation and Use of Peripheral Devices
 Procedures in Transferring Files/Data
CONDITION:

- personal computer
- network system
- printer
- scanner
- keyboard
- mouse

- office supplies
- diskettes
- CDs
- Zip disks
 Tools
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METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS:
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LO5: MAINTAIN COMPUTER SYSTEM
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:

- personal computer
- network system
- printer
- scanner
- keyboard
- mouse

- office supplies
- diskettes
- CDs
- Zip disks
 Tools
Revision No.: 1
SY 2015 Series 2015
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS:
Revision No.: 1
SY 2015 Series 2015
UNIT OF COMPETENCY : PERFORM WORKPLACE SAFETY PRACTICES
MODULE TITLE : PERFORMING WORKPLACE SAFETY PRACTICES
attitudes in following health, safety and security
practices. It includes dealing with emergency situations
and maintaining safe personal presentation standards.
PREREQUISITE : None
LO 1. Practice workplace procedures for health, safety and security practices
LO 2. Deal with emergency situations
LO 3. Maintain safe personal presentation standards

Revision No.: 1
SY 2015 Series 2015
LO1. PRACTICE WORKPLACE PROCEDURES FOR HEALTH, SAFETY AND

SECURITY PRACTICES
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 occurrences are reported in line with enterprise

procedure.
CONTENTS:
• Health, safety and security procedures

• Breaches procedures
• Procedures in reporting Suspicious behavior or unusual occurrence
CONDITIONS:
 Manuals
 Handbook safety and security
 Report (sample)
METHODOLOGY:
 Self paced/modular
 Demonstration
 Small group discussion
 Distance education
ASSESSMENT METHODS
 Written/Oral examination
 Practical demonstration
Revision No.: 1
SY 2015 Series 2015
LO2. DEAL WITH EMERGENCY SITUATIONS
1. Emergency and potential emergency are recognized and

appropriate action are taken within individual’s 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 situation
4. Details of emergency situations are reported in line with
enterprise procedures
CONTENTS:
 Emergency procedure
 Personal injuries
 Fire
 Electrocution
 Natural calamity
 Criminal acts
CONDITIONS:
 Emergency procedure manuals

 Handbook safety and security
 Report
 Emergency drills – instruction/guidelines
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS
 Observation
Revision No.: 1
SY 2015 Series 2015
LO3. MAINTAIN SAFE PERSONAL PRESENTATION STANDARDS
ASSESSMENT CRITERION:
1. Safe personal standards are identified and followed in line with

enterprise requirements
CONTENT:
 Safe personal presentation standard
CONDITIONS:
 Manuals
 Handbook safety and security
METHODOLOGY:
 Demonstration
ASSESSMENT METHODS
 Observation
Revision No.: 1
SY 2015 Series 2015
UNIT OF COMPETENCY : PROVIDE EFFECTIVE CUSTOMER SERVICE
MODULE TITLE : PROVIDING EFFECTIVE CUSTOMER SERVICE
MODULE DESCRIPTION : This module covers the knowledge, skills and attitude
in providing effective customer service.
PREREQUISITE : None
LO 1 Greet customers
LO 2 Identify customer needs
LO 3 Deliver service to customer
LO 4 Handle queries through telephone, fax machine, internet and e-mail
LO 5 Handle complaints, evaluation and recommendations

Revision No.: 1
SY 2015 Series 2015
LO 1. GREET CUSTOMERS
1. Guests are greeted in line with enterprise procedure

2. Verbal and non-verbal communications are appropriate to the given
situation
3. Non verbal communication of customer is observed responding to
customer
4. Sensitivity to cultural and social differences is demonstrated
CONTENTS:
- Procedures in greeting guest

- Guest relation communication
- Non-verbal communication
 Body language
 Dress and accessories
 Gestures and mannerisms
 Voice tonality and volume
 Use of space
 Culturally specific communication customs and practices
CONDITIONS:
Students/Trainees must be provided with the following:
Tools Equipment Materials

Recorder Video Camera recorder CD
Microphone Television Make-up kit
Full-body mirror VCD/DVD Player References:
Company dress Books, brochures,
manuals
METHODOLOGY:
 Modular (self-pace learning)

 Electronic Learning
 Industry Immersion
 Demonstration
 Film-viewing
Revision No.: 1
SY 2015 Series 2015
ASSESSMENT METHOD:
 Interview (oral/questionnaire)
 Observation
 Demonstration of Practical Skills
Revision No.: 1
SY 2015 Series 2015
LO 2. IDENTIFY COSTUMER NEEDS
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:
 Interpersonal skills in identifying costumer needs

 Assessing customer needs
 Communication standards in customer service
CONDITIONS:
 Television
 VCD/DVD player
 Brochure
 Manuals
 Modules
METHODOLOGY:

 Demonstration
 Film-viewing
ASSESSMENT METHOD:
 Observation
Revision No.: 1
SY 2015 Series 2015
LO 3. DELIVER SERVICE TO CUSTOMER
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
whenever possible
CONTENT:
1. Responding to customer needs

2. Enterprise procedures in service delivery
CONDITIONS:
 Television
 VCD/DVD player
 Brochure
 Manuals
 Modules
METHODOLOGY:

 Demonstration
 Film-viewing
ASSESSMENT METHOD:
 Observation
Revision No.: 1
SY 2015 Series 2015
LO 4. HANDLE QUERIES THROUGH TELEPHONE, FAX MACHINE, INTERNET

AND E-MAIL
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:
 Uses of telephone, fax machine, internet and e-mail

 Telephone and electronic mail ethics
 Procedures in handling queries
CONDITIONS:
 PC with internet
 Telephone set
 Fax machine
 Brochure
 Manuals
 Modules
METHODOLOGY:

 Demonstration
 Film-viewing
ASSESSMENT METHOD:
 Observation
Revision No.: 1
SY 2015 Series 2015
LO 5. HANDLE COMPLAINTS, EVALUATION AND RECOMMENDATIONS
1. Guests are greeted with a smile and eye-to-eye contact

2. Responsibility for resolving the complaints is taken within limit of
responsibility
3. Nature and details of complaint are established and agreed with the
customer
4. Appropriate action is taken to resolve the complaint to the customers
satisfaction wherever possible
CONTENTS:
 Guidelines in handling complaints

 Procedures in responding and resolving complaints
 Evaluation and recommendation process
CONDITIONS:
 Brochure
 Manuals
 Modules
METHODOLOGY :

 Demonstration
 Film-viewing
ASSESSMENT METHOD:
 Observation
Revision No.: 1
SY 2015 Series 2015
MODULE OF INSTRUCTION CORE 3.1
UNIT OF COMPETENCY : PROVIDE HOUSEKEEPING SERVICES TO GUEST
MODULE TITLE : PROVIDING HOUSEKEEPING SERVICES TO

GUEST
MODULE DESCRIPTOR : This module deals with the skills and knowledge
required to provide a range of general housekeeping
services to guests.
QUALIFICATION LEVEL : NC II
Upon completion of this module the trainee/student must be able to:
LO 1. Receive housekeeping requests
LO 2. Provide housekeeping requests
LO 3. Provide advice to guest
LO 4. Liaise with other departments

Revision No.: 1
SY 2015 Series 2015
LO 1. RECEIVE HOUSEKEEPING REQUESTS
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
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.
CONTENT:
 Accept housekeeping requests from guests

 Accept housekeeping requests from staff
 Record housekeeping requests according to enterprise requirements
 Advise on time for provision/delivery of identified service or items to guest
rooms
CONDITIONS:
 Real or simulated workplace

 Workplace standards, procedures, policies and guidelines
 Tools
 Equipments
 Solutions
METHODOLOLGY:
 Modular (self-paced)
 Electronic learning
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:
 Interview (oral/ questionnaire)

 Observation
Revision No.: 1
SY 2015 Series 2015
LO 2. PROVIDE HOUSEKEEPING REQUESTS
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
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.
CONTENT:
 Liaising with other staff to obtain and/or deliver identified service or items
 Locating and delivering items to guest rooms
 Setting up equipments in guest rooms
 Removing items from guest rooms
CONDITIONS:

 Tools
 Equipments
 Solutions
METHODOLOLGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation
Revision No.: 1
SY 2015 Series 2015
Revision No.: 1
SY 2015 Series 2015
LO 3. PROVIDE ADVICE TO GUEST
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
CONTENT:
 Advising guests on housekeeping items and services

 Demonstrating the proper use of delivered items to guest room
 Accessing experts to provide support services
CONDITIONS:

 Tools
 Equipments
 Solutions
METHODOLOLGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation
Revision No.: 1
SY 2015 Series 2015
LO 4. LIASE WITH OTHER DEPARTMENTS
1. Equipment malfunction are reported to appropriate personnel in accordance

with enterprise procedures
2. Management is advised on dangerous or suspicious circumstances in
accordance with enterprise procedures.
3. Other departments are updated on the status of service requests
CONTENT:
 Enterprise procedures in reporting equipment malfunctions

 Advising management of dangerous or suspicious circumstances
 Reporting updates status to other department
CONDITIONS:

 Tools
 Equipments
 Solutions
METHODOLOLGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation
Revision No.: 1
SY 2015 Series 2015
UNIT OF COMPETENCY : CLEAN AND PREPARE ROOMS FOR GUESTS
MODULE TITLE : CLEANING AND PREPARING ROOMS FOR

GUESTS
required from housekeeping attendants to clean and
prepare rooms for incoming guests in a commercial
accommodation establishment.
At the completion of this module the trainees/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

Revision No.: 1
SY 2015 Series 2015
LO 1. SET-UP EQUIPMENT AND TROLLEYS
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 safely loaded with adequate supplies in accordance with
establishment procedures.
CONTENTS:
 Types and uses of cleaning equipment

 Types cleaning materials and supplies and their uses
 Classification of cleaning tools, equipment and materials according to their
uses and care
 Setting-up of trolley/ caddy with cleaning materials according to needs and
establishment standards.
 Safety measures in handling different cleaning equipment and chemicals
 Safe keeping practices
 Safety hazards and precautions
CONDITION:

brooms Telephone Pen and paper
squeegees Computer Housekeeping/ FO forms
dust pans guest room (complete and operating manuals
operational laboratory)
rugs for various purposes refrigerator room supplies and
amenities
toilet bowl brush electric fan brochures and rates
toilet pump air conditioning unit cleaning chemicals
rubber gloves shelves first aid kit
mop squeezer alarm clock Water
step ladder television and video player Detergents
buckets vacuum cleaners drop sheets/ rubber mats
sorting baskets carpet sweeper sanitizing agents
brushes baby’s crib small towels
dish sponge roll-away beds/ cots garbage bags
spray bottles caddy/ trolley air freshener
Revision No.: 1
SY 2015 Series 2015
cob web removers sofa Disinfectants

apron tables lint free clothes
water hose cabinets Solvents
floor polisher scouring pads
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation
Revision No.: 1
SY 2015 Series 2015
LO 2. ACCESS ROOMS FOR SERVICING
1. Rooms requiring service are correctly identified based on information supplied

to housekeeping staff.
2. Rooms are accessed in accordance with the establishment’s customer service
and security procedures.
CONTENTS:
 Codes and regulation

 Basic phraseologies in housekeeping
 Housekeeping reports, checklists and forms
CONDITION:

Housekeeping reports and Telephone Pen and paper
endorsements
Computer Housekeeping/ FO forms
brochures/ rates
Standard room amenities
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation
Revision No.: 1
SY 2015 Series 2015
LO 3. MAKE UP BEDS
1. Beds and mattresses are stripped, pillows and linen are checked for stains and
damage and 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:
 Types and sizes of linens, pillows and bed sheets

 Procedures in making up beds and cots
 Color harmony
CONDITION:

lamp shade bed tissue
pillows dresser trash bin /garbage
pillow cases table linens
bed sheets chair
trash can/ garbage bin
blankets
mirror
bed cover
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
Revision No.: 1
SY 2015 Series 2015
ASSESSMENT METHOD:

 Observation
Revision No.: 1
SY 2015 Series 2015
LO 4. CLEAN AND CLEAR ROOMS
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. All items are reset in accordance with establishment standards
4. Room supplies are checked, replenished or replaced in accordance with
establishment standards
5. Pests are promptly identified and appropriate action is taken in accordance
with safety and establishment standards
6. Rooms are checked for any defects and are accurately reported in accordance
with establishment procedures.
7. Damaged items are recorded in accordance with establishment procedures
8. Any unusual or suspicious person, item or occurrence is promptly reported in
accordance with establishment procedures.
9. Guest’s belongings left in vacated rooms are collected and stored in
accordance with lost and found establishment procedures
CONTENTS:
 Materials, tools, chemical agents and equipment needed in cleaning guest

room
 Procedures on cleaning guest room
 occupied/vacant
 ceilings and floorings
 lanai area
 furniture and fixtures
 bed
 Procedures in cleaning furniture and fixtures
 Procedures in cleaning bathroom and toilet
 Identifying pests and applying proper control
 Procedures in mixing sanitizing agents
 Sanitizing rooms and bathrooms
 Replenishing room and bathroom supplies and amenities
 Safety measures in cleaning
 Home management practices
 Cleaning motion in guest room
Revision No.: 1
SY 2015 Series 2015
CONDITIONS:

brooms Telephone Pen and paper
squeegees Computer Housekeeping/ FO forms
amenities
mop squeezer alarm clock water
step ladder television and video player detergents
buckets vacuum cleaners drop sheets/ rubber mats
brushes baby’s crib small towels
cob web removers sofa disinfectants
apron tables lint free clothes
water hose cabinets solvents
damp cloth floor polisher scouring pads
insecticide/ pesticide
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation
Revision No.: 1
SY 2015 Series 2015
LO 5. CLEAN AND STORE TROLLEYS AND EQUIPMENT
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:
 Types of cleaning materials and equipment

 Cleaning and keeping cleaning materials and equipment according to
manufacturer’s operating procedures and establishment standards.
 Safe keeping practices in accordance with establishment standards.
CONDITION:

Brooms Telephone Pen and paper
Squeegees Computer Housekeeping/ FO forms
amenities
mop squeezer alarm clock water
step ladder television and video player detergents
Buckets vacuum cleaners drop sheets/ rubber mats
Brushes baby’s crib small towels
cob web removers sofa disinfectants
Apron tables lint free clothes
water hose cabinets solvents
damp cloth floor polisher scouring pads
insecticide/ pesticide
Revision No.: 1
SY 2015 Series 2015
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation
Revision No.: 1
SY 2015 Series 2015
UNIT OF COMPETENCY : PROVIDE VALET/BUTLER SERVICE
MODULE TITLE : PROVIDING VALET/BUTLER SERVICE
required to provide specialist valet/butler services in a
commercial accommodation establishment. This role
would generally be undertaken by experienced staff
members with sound organizational and interpersonal
skills.
LO 1. Display professional valet standards
LO 2. Care for guest property

Revision No.: 1
SY 2015 Series 2015
LO 1. DISPLAY PROFESSIONAL VALET STANDARDS
1. Rapport is established and feeling s of goodwill is enhanced between the
guest and the establishment through good oral and written communication.
2. Information about individual guest is accessed and utilized to provide
personalized and quality service.
3. Valet grooming and communication standards are followed in accordance with
establishment standards.
CONTENTS:
 Basic roles of valet service within hospitality industry
 Building guest rapport and goodwill with guests through oral/written
communication
 Basic contact lists and details, and basic customer preference profiles.
 Procedures in performing valet services
 Communication phrases of valet service provider with guest in accordance
with establishment standards
 Personality development: Grooming and personal hygiene
CONDITIONS:

Caddy/ trolley luggage carrier pen and paper
laundry basket sorting shelves tags
labeler housekeeping forms
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
Revision No.: 1
SY 2015 Series 2015
ASSESSMENT METHODS:
 Observation
 Interview
 Demonstration of practical skills
Revision No.: 1
SY 2015 Series 2015
LO 2. CARE FOR GUEST PROPERTY
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.
3. Shoes are correctly cleaned
4. Repairs are made or organized in accordance with establishment procedures.
5. Confidentiality of guest’s property and activities is maintained in accordance
with legal and ethical requirements.
CONTENTS:
 Procedure in unpacking, storing and packing of guest luggage in accordance

with guest instructions.
 Procedure in pressing and presenting guest’s clothes ready for use.
 Identify cleaning materials and supplies appropriate for shoes based on
material of shoes.
 Cleaning and preparing guest’s shoes in accordance with establishment
standards
 Basic darning and mending for clothing and linen and repair of other
accessories.
 Protocols for ensuring optimum privacy and confidentiality for all guests.
CONDITION:

shoe brush luggage carrier cleaning agents
cleaning rags flat iron needles and threads
steam pressers pen and paper
ironing board guest folio
cabinets
Revision No.: 1
SY 2015 Series 2015
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
ASSESSMENT METHODS:
 Observation
 Interview
Revision No.: 1
SY 2015 Series 2015
UNIT OF COMPETENCY : LAUNDRY LINEN AND GUEST CLOTHES
MODULE TITLE : LAUNDRYING LINEN AND GUEST CLOTHES
required to work in an “on-premise” laundry section in
a commercial accommodation establishment applied to
guest laundry, and in-house linen and uniforms.
LO 1. Collect laundry for laundering functions
LO 2. Perform laundering functions
LO 3. Process laundered item
LO 4. Return laundered item

Revision No.: 1
SY 2015 Series 2015
LO 1. COLLECT LAUNDRY FOR LAUNDERING FUNCTIONS
1. Guest clothes are picked up in accordance with enterprise requirements

2. In-house items are picked up in accordance with enterprise requirements
CONTENT:
 Collect guest laundry

 Collect in-house items for laundry
CONDITION:

fiber/ fabric samples washing machine Operating manuals and
brochures
different linens and drying machine pen and paper
laundry items
Labeler dry-cleaning machine bleaching agent
Hangers flat iron stain removing agent
laundry baskets steam pressers fabric softeners
wash basin ironing board sanitizing agent
Bucket sorting shelves All purpose cleaning agent
water hose cleaning solution
detergents (liquid, powder)
report forms
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
Revision No.: 1
SY 2015 Series 2015
ASSESSMENT METHODS:
 Observation
 Interview
Revision No.: 1
SY 2015 Series 2015
LO 2. PERFORM LAUNDERING FUNCTIONS
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 manufacturer’s 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 manufacturer’s
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
CONTENT:
 Types of fibers and fabrics

 Laundry terms and standard laundering methods
 Types and usage of washing equipment: washing machine and dryers
 Types and usage of laundry chemicals and cleaning agents
 Classifications and usage of stain removing agents
 Types of fabric softener
 Reading textile label codes
 Procedures in sorting laundry items
 Principles and procedures in laundering clothes and linens
 Principles and procedures in treating stains based on nature of stain and type
of fabric and fiber
 Handling bleaching solutions and other laundry chemicals
 Hygiene, health and safety issues of specific relevance to laundry operations
 Principles in drying clothes and linens
 Principles and procedures in ironing and pressing clothes and linens
 Types of ironing equipment, tools and materials and their proper usage
 Types of hangers and their uses
 Folding methods and techniques
Revision No.: 1
SY 2015 Series 2015
CONDITION:

fiber/ fabric samples washing machine Operating manuals and
brochures
different linens and drying machine pen and paper
laundry items
labeler dry-cleaning machine bleaching agent
hangers flat iron stain removing agent
laundry baskets steam pressers fabric softeners
wash basin ironing board sanitizing agent
bucket sorting shelves All purpose cleaning agent
water hose cleaning solution
detergents (liquid, powder)
report forms
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
ASSESSMENT METHODS:
 Observation
 Interview
Revision No.: 1
SY 2015 Series 2015
LO 3. PROCESS LAUNDERED ITEM
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
4. Necessary internal laundry reports are produced
CONTENT:
 Performing post cleaning activity

 Procedures in processing internal record and billing instructions
 Internal laundry reports
CONDITION:

different linens and flat iron report forms
laundry items
labeler steam pressers pen and paper
hangers ironing board
laundry baskets sorting shelves
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
Revision No.: 1
SY 2015 Series 2015
ASSESSMENT METHODS:
 Observation
 Interview
Revision No.: 1
SY 2015 Series 2015
LO 4. RETURN LAUNDERED ITEM
1. Guest clothes are delivered in accordance with enterprise requirements

2. In-house items are delivered in accordance with enterprise requirements
CONTENT:
 Returning guest laundry

 Returning in-house items
CONDITION:

different linens and flat iron report forms
laundry items
labeler steam pressers pen and paper
hangers ironing board
laundry baskets sorting shelves
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
ASSESSMENT METHODS:
 Observation
 Interview
Revision No.: 1
SY 2015 Series 2015
UNIT OF COMPETENCY : CLEAN PUBLIC AREAS, FACILITIES AND

EQUIPMENT
MODULE TITLE : CLEANING PUBLIC AREAS, FACILITIES AND

EQUIPMENT
MODULE DESCRIPTON : This module 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.
Upon completion of this module the trainees/student must be able to:
LO 1. Select and setup equipment and materials
LO 2. Apply cleaning technique
LO 3. Clean dry and wet areas
LO 4. Maintain and store cleaning equipment and chemicals

Revision No.: 1
SY 2015 Series 2015
LO 1. SELECT AND SETUP EQUIPMENT AND MATERIALS
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 manufacturer’s and relevant occupational health
and safety requirements
4. Protective clothing are selected and used where necessary.
CONTENTS:
 Common equipment and cleaning chemicals and agents and their usage in
accordance with manufacturer’s instruction
 Identification and treatment of common hazards in the work area
 Occupational health and safety requirements
 Common protective clothing and materials and their appropriate use.
 Checking safety and working conditions of cleaning equipment in accordance
with manufacturer’s instruction and establishment operating standards.
CONDITION:

Waterproof clothing and Vacuum cleaners cleaning agents and
footwear chemicals
Jackets Polisher/ scrubbers goggles and masks
Apron dusters
Mops, brooms, brushes dust pans
Overalls garbage bags
Pans
Garbage receptacles
Buckets
Headwear
Revision No.: 1
SY 2015 Series 2015
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
ASSESSMENT METHODS:
 Observation
 Interview
Revision No.: 1
SY 2015 Series 2015
LO 2. APPLY CLEANING TECHNIQUE
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
manufacturer’s specifications and requirements
CONTENTS:
 Assessing furniture, fixtures, ceilings and walling materials used

 Selecting appropriate cleaning equipment and chemicals in accordance with
type of material used
 Procedure and techniques in cleaning furniture and walling materials
 Proper cleaning of equipments according to manufacturer’s specification
 Proper handling and storing chemicals
CONDITIONS:

Waterproof clothing and Vacuum cleaners cleaning agents and
footwear chemicals
Apron dusters
Pans Mixing formula
Garbage receptacles Policies and laws on
general workplace safety
Buckets
Headwear
Revision No.: 1
SY 2015 Series 2015
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
ASSESSMENT METHODS:
 Observation
 Interview
Revision No.: 1
SY 2015 Series 2015
LO 3. CLEAN DRY AND WET AREAS
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 manufacturer’s 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:
 Identifying possible inconveniences and hazards at work area.

 Procedure in cleaning operations for specific areas:
- bathrooms
- bedrooms
- kitchens
- balconies, private lounge areas, public areas
- function rooms
- storage areas
- swimming pool
 Proper disposal of used chemicals in accordance with manufacturer’s
instructions and safety and environmental legislation requirements.
 Procedure in garbage disposal in accordance with establishment standards
CONDITION:

Waterproof clothing and Vacuum cleaners operating manuals and
footwear brochures
Apron dusters
Pans disinfectants
Garbage receptacles safety and environment
legislation policies
Garbage bin/trash cans
Revision No.: 1
SY 2015 Series 2015
Buckets
Headwear
signs and advisories
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
ASSESSMENT METHODS:
 Observation
 Interview
Revision No.: 1
SY 2015 Series 2015
LO 4. MAINTAIN AND STORE CLEANING EQUIPMENT AND CHEMICALS
1. Equipments are cleaned after use in accordance with enterprise requirements

and manufacturer’s instructions.
2. Routine preventive maintenance is carried out or arranged in accordance with
3. Defects are identified and reported in accordance with establishment
procedures
4. Equipments are stored in the designated area and in a condition ready for re-
use.
5. Chemicals are stored and controlled in accordance with health and safety
requirements
CONTENTS:
 Procedure in wiping down and cleaning of cleaning equipment, tools and

materials
 Procedure in washing and rinsing equipment and tools
 Procedure in drying out and sanitizing cleaning equipment, tools and materials
 Procedure in dismantling and re-assembling cleaning equipment in
accordance with manufacturer’s instruction.
 Routine maintenance and preventive maintenance programs in accordance
with safety and security procedures and establishment operations
CONDITION:

Waterproof clothing and Vacuum cleaners Operating manuals and
footwear brochures
Jackets Polisher/ scrubbers Goggles and masks
Apron Carpet sweepers Dusters
Mops, brooms, brushes Dust pans
Overalls Garbage bags
Pans Disinfectants
Garbage receptacles Cleaning agents
Buckets Detergents
Headwear Deodorizers
Signs and advisories Furniture and fixture
cleaners/ polishers
Revision No.: 1
SY 2015 Series 2015
Squeegees General spot cleaning

agent
Glass cleaners
Deodorizers
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
ASSESSMENT METHODS:
 Observation
 Interview
Revision No.: 1
SY 2015 Series 2015
UNIT OF COMPETENCY : DEAL WITH/HANDLE INTOXICATED GUESTS
MODULE TITLE : DEALING WITH/HANDLING INTOXICATED GUESTS
MODULE DESCRIPTON : This module 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.
Upon completion of this module the trainees/student must be able to:
LO 1. Determine the level of intoxication
LO 2. Apply appropriate procedures
LO 3. Comply with legislation

Revision No.: 1
SY 2015 Series 2015
LO 1. DETERMINE THE LEVEL OF INTOXICATION
1. Level of intoxication of guest is assessed in accordance with industry

procedure.
2. Offered assistance politely to intoxicated guest in line with enterprise
procedure.
3. Urgently referred difficult situation to immediate boss as per enterprise
regulations.
4. 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.
CONTENTS:
 Industry procedures in assessing the level of intoxication of guest

 Enterprise procedure in assisting intoxicated guest
 Dealing with difficult situations
CONDITION:
 Industry knowledge about alcohol

 Industry policies and procedures
 First aid kit
 Manual on first aid
METHODOLOGY:
 Demonstration
 Discussion
 Film viewing
Revision No.: 1
SY 2015 Series 2015
ASSESSMENT METHODS:
 Observation
 Interview
Revision No.: 1
SY 2015 Series 2015
LO 2. APPLY APPROPRIATE PROCEDURES
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.
CONTENTS:
 Analyzing the situation and applying appropriate procedures

 Enterprise procedures in assisting the guest to leave the premises
CONDITION:

 First aid kit
METHODOLOGY:
 Demonstration
 Discussion
 Film viewing
ASSESSMENT METHODS:
 Observation
 Interview
Revision No.: 1
SY 2015 Series 2015
LO 3. COMPLY WITH LEGISLATION
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.
CONTENTS:
 Legislative requirements as per alcoholic regulations

 Legal regulations in dealing with underage drinkers
 Industry practice in dealing with intoxicated persons
CONDITION:

 First aid kit
METHODOLOGY:
 Demonstration
 Discussion
 Film viewing
ASSESSMENT METHODS:
 Observation
 Interview

8-Cbc - Housekeeping NC II Final

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Capellan Institute of Technology HOUSEKEEPING

San Pablo City Branch NC II

This course is designed to enhance the knowledge, skills

1. Participate in workplace communication

The trainee who wishes to enter the program must be:

Participate in Participating in  Obtain and convey 6 hours

Working in a team Describe and identify 4 hours

Total Hours for Basic Competencies 18 Hours

Develop and Developing and Seek information on the 3 hours

Observe Workplace Observing  Follow hygiene 3 hours

Perform Computer Performing  Plan and prepare for 6 hours

Perform Workplace Performing  Practice workplace 2 hours

Provide Effective Providing  Greet customer 4 hours

 Set up equipment and

Provide valet /butler Providing valet/  Display professional 50 hours

Clean public areas, Cleaning  Select and set up 110 hours

Deal with/handle Dealing  Determine the level of 10 hours

intoxicated guests with/handling intoxication

Total Hours for Core Competencies 400 Hours

METHODS OF ASSESSMENT The performance of the student/trainee may be

RESOURCES To effectively facilitate the program, the trainer

 Textbooks and supplemental materials

QUALIFICATION OF TRAINER The instructor/trainer who will handle this course

Must be a holder of National TVET

*Optional. Only when required by the hiring

MODULE OF INSTRUCTION BASIC 1.1

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

MODULE TITLE : PARTICIPATING IN WORKPLACE

NOMINAL DURATION : 6 hours

SUMMARY OF LEARNING OUTCOMES:

LO1. Obtain and convey workplace information

LO2. Participate in workplace meeting and discussion.

LO3. Complete relevant work related documents.

LO1: OBTAIN AND CONVEY WORKPLACE INFORMATION

1. Specific relevant information is accessed from appropriate sources.

The students/ trainees must be provided with the following:

 Writing materials (pen & paper)

LO2: PARTICIPATE IN WORKPLACE MEETINGS AND DISCUSSIONS

1. Team meetings are attended on time.

The students/trainees must be provided with the following:

L03: COMPLETE RELEVANT WORK RELATED DOCUMENTS

1. Ranges of forms relating to conditions of employment are completed

The students/trainees must be provided with the following:

MODULE OF INSTRUCTION BASIC 1.2

UNIT OF COMPETENCY : WORK IN A TEAM ENVIRONMENT

MODULE TITLE : WORKING IN A TEAM ENVIRONMENT

NOMINAL DURATION : 4 hours

SUMMARY OF LEARNING OUTCOMES:

LO1. Describe and identify team role and responsibility in a team

LO2. Describe work as a team member.

LO1: DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A TEAM

The students/ trainees must be provided with the following:

 Standard operating procedure (SOP) of workplace

LO2: DESCRIBE WORK AS A TEAM MEMBER

1. Effective and appropriate forms of communications used and interactions

The students/trainees must be provided with the following:

 Observation of work activities

MODULE OF INSTRUCTION BASIC 1.3

UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM

MODULE TITLE : PRACTICING CAREER PROFESSIONALISM

NOMINAL DURATION : 4 hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must be able to: