CBC Housekeeping

A.
COURSE DESIGN
COURSE TITLE : HOUSEKEEPING
NOMINAL DURATION : 436 hours
QUALIFICATION LEVEL : NC II
COURSE DESCRIPTION : This course is designed to enhance the

knowledge, skills and attitude in
Housekeeping specifically it covers, to
provide housekeeping services to guest,
prepare room for guest, clean premises,
provide valet service , launder linen and
guest clothes
Course Structure
BASIC COMPETENCIES
No. of Hours (18 hours)
Units of Nominal
Module Title Learning Outcomes
Competency Duration
1. Participate in 1.1 Participating in 1.1.1 Obtain and convey
workplace workplace workplace information.
communication communication 1.1.2 Speak English at a basic
operational level
1.1.3 Participate in workplace
4 hours
meeting and discussion
applying gender-fair
language.
1.1.4 Complete relevant work
related documents
2. Work in a team 2.1 Working in a 2.1.1 Describe team role and
environment team scope
environment 2.1.2 Describe and work as a
team member.
2.1.3 Work as a team member 4.5 hours
2.1.4 Work effectively with
colleagues
2.1.5 Work in socially diverse
environment
3. Practice career 3.1 Practicing 3.1.1 Integrate personal
professionalism career objectives with
professionalis organizational goals.
m 3.1.2 Set and meet work priorities. 4.5 hours
3.1.3 Maintain professional growth
and development.
4. Practice 4.1 Practicing 4.1.1 Identify hazards and risks

occupational occupational 4.1.2 Evaluate hazard and risks
health and health and 4.1.3 Control hazards and risks
safety safety 4.1.4 Maintain occupational health
5 hours
procedures procedure and safety awareness
4.1.5 Perform basic first-aid
procedures
COMMON COMPETENCIES
Units of Nominal
Competency Duration
1. Develop and 1.1 Developing 1.1.1 Seek information on the 2 hours
update and update industry
industry industry 1.1.2 Update continuously relevant
knowledge knowledge industry knowledge
1.1.3 Develop and update local
knowledge
1.1.4 Promote products and
Units of Nominal
Competency Duration
services to customers
2. Observe 2.1 Observing 2.1.1 Follow hygiene procedures
workplace workplace 2.1.2 Identify and prevent hygiene
2 hours
hygiene hygiene risks
procedures procedures
3. Perform 3.1 Performing 3.1.1 Plan and prepare for task to be
computer computer undertaken
operations operations 3.1.2 Input data into computer
3.1.3 Access information using
computer 6 hours
3.1.4 Produce/output data using
computer system
3.1.5 Maintain computer equipments
and system
4. Perform 4.1 Performing 4.1.1 Follow workplace procedures
workplace and workplace for health, safety and security
safety and safety practices
practices practices 4.1.2 Perform child protection duties
relevant to the tourism industry
4.1.3 Observe and monitor people
2 hours
4.1.4 Deal with emergency
situations
4.1.5 Maintain safe personal
presentation standards
4.1.6 Maintain a safe and secure
workplace
5. Provide 5.1 Providing 5.1.1 Greet customer
effective effective 5.1.2 Identify needs of customers
customer customer 5.1.3 Deliver service to customer
service service 5.1.4 Handle queries through use of
common business tools and 6 hours
technology
5.1.5 Handle customers complaints,
evaluation and
recommendations
CORE COMPETENCIES
NOMINA
UNIT OF L
MODULE TITLE MODULE CONTENT
COMPETENCY DURATI
ON
1. Provide 1.1 Providing 1.1.1 Receive housekeeping 50
housekeeping housekeeping requests
services to services to 1.1.2 Provide/ Service
guest guest
housekeeping requests
1.1.3 Provide advice to guest
1.1.4 Liaise with other departments
2. Clean and 2.1 Clean and 2.1.1 Set up equipment and
prepare rooms prepare trolleys
for incoming rooms for 2.1.2 Access rooms for servicing
guests incoming 2.1.3 Make up beds 100
guests 2.1.4 Clean and clear rooms
2.1.5 Clean and store trolleys and
equipment
3. Provide 3.1 Providing 3.1.1 Provide valet services to
Valet/Butler Valet/Butler guests
Service Service 3.1.2 Display professional 50
standards
3.1.3 Care for guest property
4. Laundry Linen 4.1 Laundering 4.1.1 Collect laundry for laundering
and guest and guest functions
clothes clothes 4.1.2 Perform laundering functions 50
4.1.3 Process laundered item
4.1.4 Return laundered item
5. Clean public 5.1 Clean public 5.1.1 Select and set up equipment
areas, facilities areas, facilities and materials
and equipment and equipment 5.1.2 Apply cleaning technique
100
5.1.3 Clean dry and wet areas
5.1.4 Maintain and store cleaning
equipment and chemicals
6. Deal 6.1 Deal 6.1.1 Determine the level of
with/handle with/handle intoxication
intoxicated guests intoxicated guests 50
6.1.2 Apply appropriate procedures
6.1.3 Comply with legislation
Assessment Methods: Assessment methods would include but not limited to the
following:
 Written exam/test (face-to-face/online)
 Oral question/evaluation
 Observation
 Standardize Test
 Life Narrative Inquiry/Interview
 Reporting
 Questioning
 Grid question
 Practical Exercises
 Simulation
 Case Formulation/Case Problem/Case Study
 Role Play
 Performance Evaluation/Demonstration
Course Delivery: Course delivery would include but not limited to the
following:
 Lecturette (face-to-face/online)
 Film/Video Viewing/Presentation
(face-to-face/online)
 Interaction/Interactive Discussion
 Self-learning
 Guest Lecturing
 Brainstorming
 Role Play
 Reporting
 Planned Tour
 Symposium
Tools, Materials and Equipment:

Recommended list of tools, equipment and materials for the training of
a minimum of 25 trainees for Housekeeping NC II are as follows:
TOOLS EQUIPMENT
QTY ITEM QTY ITEM
5 pcs. Mops 1 unit Projector Screen
5 pcs. Brushes 1 unit Overhead Projector
5 pcs. Brooms 2 unit Electric Fan
5 pcs. Buckets 1 pc. First Aid Cabinet
5 pcs. Dust Pans 1 pc. Instructor’s desk chairs
2 pcs. Garbage Receptacles 3 pcs. Fire Extinguisher
5 pcs. Sorting Baskets/ Laundry Baskets 2 pcs. Emergency Light
1 pc. Step Ladder 2 pcs. Directional Signage
2
2 pcs. Squeegee Air condition
units.
25
2 pcs. Water Hoses Armed Chairs
pcs.
10 Lint Free Cleaning Cloths 1 unit Telephone
pcs.
10 pcs Scrubbing Foam 1 unit Computer
10 Dish Sponges 1 unit. TV
pcs.
5 pcs. Spray Bottles 1 unit. Video player
5 pcs. Anti-Static Dusters 1 unit. Fax machine
25 Gloves 1 unit. Refrigerator
pcs.
5 pcs. Caution Signs 1 unit. Hairdryer
2 pcs. Mop Squeezer 1 pc. Alarm clock
1 pc. Shelving
MATERIALS 1 pc. Cart
QTY ITEM 1 pc. Trolley
2 Bond paper 1 unit. Coffee Maker
reams
25 Folders 1 unit. Electric kettle
pcs.
1 pc. Logbook 1 unit. Electric jug
TOOLS EQUIPMENT
QTY ITEM QTY ITEM
1 box Transparency acetate 1 unit Toilet Caddy
2 pcs. White Board 1 unit Carpet sweeper
5 pcs. Whiteboard Markers 1 unit Vacuum cleaner (dry and wet )
2 pcs. Whiteboard Eraser 1 unit Polisher (electric with complete
accessories)
5 pcs. Marking Pen 1 unit Washers
2 pcs. Stationery 1 unit Dryer
2 sets Linen (for single bed 1 unit Flat iron
2 sets Linen (for double bed)
1 set Glassware 1 pc. Ironing Board
1 set Cutlery 1 pc. Steam pressers
1 pack Tea 1 pc. Sorting shelves
1 pack Coffee 1 unit Drying cleaning machine
1 pack Sugar
1 pack Powdered Milk
1 pack Biscuits
1 unit Bed (Single ) Cleaning agents
1 unit Bed (Queen) 5 liters Cleaning Detergent
1 pc Holy Bible 5 liters Liquid Detergent
2 pairs Slippers 5 liters Cleaning Solution
5 pcs. Flashlight 5 liters Sanitizing Agents
1 set Light fittings 5 liters Fabric Softener
1 pc. Mirrors 5 liters Chlorine Bleach
5 pcs. Wardrobes Protective clothing
5 pcs. Hangers 5 liters All-Purpose Detergent
2 pcs. Ashtrays 5 liters Stain Removing Agents
5 for Variety of linen and clothing items 2 units Furniture and floor polishers
each and fabrics
items
Discretionary supplies 5 cans Air Freshener
5 Fruits(assorted) 5 cans Pesticides
5 cans Beverages (assorted) 5 pcs. Deodorizers
5 pcs. Chocolates (assorted) 5 liters Toilet Disinfectant
Training resources/ materials 5 pcs Overalls
25 Enterprise promotional materials 5 pcs. Jackets
pcs.
25 Local tourist information 25 pcs. Aprons
pcs.
5 pcs. Magazines 15 pcs. Goggles
5 pcs. Newspapers 25 pcs. Masks
2 pcs. Lodging agreement 25 pcs. Headwear
Housekeeping textbooks/ 10 pcs. Waterproof clothing and
references footwear
NOTE: Implementation of the training program can be made possible

through a MOA between the Training school and Industry to
defray the high cost of equipment and facilitates which the school
cannot afford.
Training Facilities
HOUSEKEEPING NC II
Based on the class intake of 25 students/trainees, the following are

necessary:
Area in Sq. Total Area in Sq.
Space Requirement Size in Meters
Meters Meters
Lecture 8 x 5 m. 40 sq. m. 40 sq. m.
Demo/Mock/ Room 4 x 6 m. 24 sq. m. 24 sq. m.

Learning Resource Center
3 x 5 m. 15 sq. m. 15 sq. m.
Facilities/Equipment/
24 sq. m.
Circulation Area
Total workshop area: 114 sq. m.
Trainer’s 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 relevant job/industry experience
B. MODULES OF INSTRUCTION
BASIC COMPETENCIES
BASIC COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

MODULE TITLE : PARTICIPATING IN WORKPLACE COMMUNICATIONS
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes required to obtain, interpret and convey
information in response to workplace requirements.
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module the students/ trainees will be able to:
LO 1. Obtain and convey workplace information

LO 2. Speak English at a basic operational level
LO 3. Participate in workplace meeting and discussion.
LO 4. Complete relevant work related documents.
LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION

Assessment Criteria Contents Learning Activities Methodologies Assessment
Approach
 Specific and relevant  Effective verbal and non-  Describe organizational  Group  Demonstration
information is accessed verbal communication. policies discussion  Observation
from appropriate sources  Different modes of  Read:  Interaction  Interviews/
 Effective questioning , communication in the  Practice questioning
active listening and workplace - Effective session
speaking skills are used to  Organizational policies Communication
gather and convey  Communication - Written Communication
information procedures and systems - Communication
 Appropriate medium is  Lines of communication procedures and systems
used to transfer  Technology relevant to  Identify:
information and ideas the enterprise and - Different modes of
 Appropriate non- verbal individual’s work
communication is used responsibilities communication
 Appropriate lines of  Workplace etiquette - Medium of communication
communication with - Flow of communication
supervisors and  Identify available
colleagues are identified technology relevant to the
and followed enterprise and the
 Defined workplace
procedures for the individual’s work
location and storage of responsibilities
information are used  Prepare different types of
 Personal interaction is question
carried out clearly and  Gather different sources of
concisely information
 Apply storage system in
establishing workplace
information
 Demonstrate Telephone
courtesy
LO2. SPEAK ENGLISH AT A BASIC OPERATIONAL LEVEL
Approach
 Simple conversations on  Effective  Follow simple spoken  Group  Demonstration
familiar topics with work communication language discussion  Observation
colleagues is  Different modes of  Perform routine workplace  Interaction  Interviews/
participated communication  Practice questioning
 Simple verbal instructions  Written duties following simple session
or requests are communication written notices
responded to  Organizational  Participate in workplace
 Simple requests are made policies meetings and discussions
 Routine procedures are  Communication  Estimate, calculate and
described procedure and record routine workplace
 Likes, dislikes and systems measures
preferences are
expressed  Perform basic mathematical
 Different forms of processes of addition,
expression in English is subtraction, division and
identified multiplication
 Relate to people of social
range in the workplace
 Gather and provide
information in response to
workplace requirements
LO3. PARTICIPATE IN WORKPLACE MEETINGS AND DISCUSSIONS

Assessment Criteria Contents Learning Activities Methodologie Assessment
s Approach
 Team meetings are  Effective verbal and  Describe communication  Group  Demonstration
attended on time non-verbal procedures and systems discussion  Observation
 Own opinions are clearly communication  Read:  Interaction  Interviews/
expressed and those of  Different modes of  Practice questioning
others are listened to communication - Meeting protocols session
without interruption  Workplace forms - Nature of workplace
 Meeting inputs are and documents meetings
consistent with the  Organizational/ - Workplace interactions
meeting purpose and Workplace policies - Barriers of communication
established protocols  Communication  Related instructions of work
 Workplace interactions are procedures and related forms/documents
conducted in a systems
courteous manner  Technology relevant  Practice
 Questions about simple to the enterprise - Estimate, calculate and
routine workplace and the individual’s record routine workplace
procedures and matters work measures
concerning working responsibilities. - Basic mathematical
conditions of processes of addition,
employment are asked
and responded to subtraction, multiplication
 Meetings outcomes are and division
interpreted and [;-
implemented
LO4. COMPLETE RELEVANT WORK RELATED DOCUMENTS

Approach
 Range of forms relating to  Workplace forms and  Demonstrate office  Group  Demonstration
conditions of employment documents activities in: discussion  Observation
are completed accurately  Technology relevant to - workplace meetings  Interaction  Interviews/
and legibly the enterprise and the  Practice questioning
 Workplace data is recorded individual’s work and discussions session
on standard workplace responsibilities scenario
forms and documents  Perform workplace
 Basic mathematical duties scenario
processes are used for following simple written
routine calculations notices
 Errors in recording  Follow simple spoken
information on forms/
documents are identified language
and properly acted upon  Identify the different
 Reporting requirements to non-verbal
supervisor are completed communication
according to  Demonstrate ability to
organizational guidelines relate to people of
social range in the
workplace
 Gather and provide
information in response
to workplace
requirements
 Complete work-related
documents
BASIC COMPETENCY : WORK IN TEAM ENVIRONMENT

MODULE TITLE : WORKING IN A TEAM ENVIRONMENT
MODULE DESCRIPTOR : This module covers the knowledge, skills, and attitudes required to relate in a work based
environment.
NOMINAL DURATION : 4.5 hours
LO1. Describe and identify team role and responsibility in a team

LO2. Describe work as a team member
LO3. Work effectively with colleagues
LO4. Work in socially diverse environment
LO1. DESCRIBE TEAM ROLES AND SCOPE

Approach
 The role and objective of  Group structure  Discussion on team  Discussion  Demonstration
 Group development roles and scope  Interaction  Observation
the team is identified from  Sourced of information  Simulation  Interviews/
available sources of  Participate in the
games questioning
information discussion:
 Team parameters, - Definition of Team
reporting relationships and - Difference between
responsibilities are team and group
identified from team - Objectives and goals
discussions and of team
appropriate external  Locate needed
sources information from the
different sources of
information
LO2. IDENTIFY OWN ROLE AND RESPONSIBILITY WITHIN TEAM

Approach
 Individual role and  Team roles and  Simulation on  Discussion  Demonstration
responsibilities within the objectives individual’s role and  Interaction  Observation
team environment are
 Team structure and responsibility  Simulation  Interviews/
parameters games questioning
identified  Team development  Understanding
 Roles and responsibility  Source of information Individual preferences
of other team members  Discussion on gender
are identified and sensitivity
recognized
 Reporting relationships
within team and external
to team are identified
LO3. WORK AS A TEAM MEMBER

Approach
 Effective and appropriate  Communication  Participate in group  Discussion  Demonstration
forms of communications Process planning activities  Interaction  Observation
used and interactions  Workplace  Discuss communication  Simulation  Interviews/
undertaken with team communication protocol protocols games questioning
members who contribute  Team planning and  Participate in the
to known team activities decision making discussion of standard
and objectives  Team thinking work procedures and
 Effective and appropriate  Team roles practices
contributions made to  Process of team
complement team development
activities and objectives,  Workplace context
based on individual skills
and competencies and
workplace context
 Observed protocols in
reporting using standard
operating procedures
 Contribute to the
development of team
work plans based on an
understanding of team’s
role and objectives and
individual competencies
of the members.
LO4. WORK EFFECTIVELY WITH COLLEAGUES

Approach
 Information is communicated  Appropriate  Participate in group  Discussion  Demonstration
clearly and in concise manner communication planning activities  Interaction  Observation
using appropriate Techniques  Discuss communication  Simulation  Interviews/
 Communication games questioning
communication techniques protocol protocols
 Relationships are established  Team planning and  Participate in the
and maintained effectively decsion making discussion of standard
with colleagues  Team thinking work procedures and
 Work activities are performed  Team roles practices
within the team to ensure  Process of team
achievement of team goals development
 Workplace context
LO5. WORK IN SOCIALLY DIVERSE ENVIRONMENT

Approach
 Customers and colleagues  Communication  Participate in group  Discussion  Demonstration
from diverse backgrounds are Process planning activities  Interaction  Observation
communicated with, in all  Workplace  Discuss communication  Simulation  Interviews/
games questioning
verbal and non-verbal forms communication protocol protocols
 Cross cultural  Team planning and  Participate in the
misunderstandings are dealt decision making discussion of standard
with, taking account of  Team thinking work procedures and
cultural consideration  Team roles practices
 Process of team
development
 Workplace context
BASIC 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.
NOMINAL DURATION : 4.5 hours
LO1. Integrate personal objectives with organizational goals

LO2. Set and meet work priorities
LO3. Maintain professional growth and development
LO1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS

Approach
 Personal growth and  Work values and ethics  Discussion on personal  Discussion  Demonstration
work plans are pursued (Code of Conduct, growth and plans  Interaction  Observation
towards improving the Code of ethics, etc.)  Participate in the  Role play  Interviews/
questioning
qualifications set for the  Company policies discussion:
profession  Company operations, - Intra and interpersonal
 Intra- and interpersonal procedures and relationships
relationships are standards - Organizational Goals
maintained in the course  Fundamental rights at
of managing oneself work including gender
based on performance sensitivity
evaluation  Personal hygiene
 Commitment to the practices
organization and its
goal is demonstrated in
the performance of
duties
LO2. SET AND MEET WORK PRIORITIES

Approach
 Competing demands are  Current industry  Discussion on setting  Discussion  Demonstration
prioritized to achieve hardware and software priorities  Interaction  Observation
personal, team and products and services  Participate in the  Role play  Interviews/
questioning
organizational goals and  Industry service and discussion:
objectives. help desk practices, - Efficient management
 Resources are processes and of resources
utilized efficiently and procedures - Economic use and
effectively to manage  Operating systems maintenance of
work priorities and  Industry standard equipments and
commitments diagnostic tools facilities
 Practices along  Malfunctions and
economic use and resolutions
maintenance of  Root cause analysis
equipment and facilities
are followed as per
established procedures
LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

Approach
 Trainings and career  Training and career  Discussion on training  Discussion  Demonstration
opportunities are identified opportunities and career  Interaction  Observation
and availed of based on job  Recognitions opportunities  Role play  Interviews/
questioning
requirements  Licences  Participate in the
 Recognitions are  Certifications discussion:
sought/received and - Recognition
demonstrated as proof of - Licences
career advancement - Certifications
 Licenses and/or
certifications relevant to
job and career are
obtained and renewed
BASIC COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES

MODULE TITLE : PRACTICING OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes required to comply with the regulatory and
organizational requirements for occupational health and safety such as identifying, evaluating and
maintaining OHS awareness.

Upon completion of this module, the trainee/student must be able to:
LO1. Identify hazards and risks

LO2. Evaluate hazard and risks
LO3. Control hazards and risks
LO4. Maintain occupational health and safety awareness
LO5. Perform basic first-aid procedures
LO1. IDENTIFY HAZARDS AND RISK
LO2. EVALUATE HAZARD AND RISKS

Approach
 Safety regulations and  Hazards and risks  Discussion regarding:  Lecture-  Observation
workplace safety and identification and - Safety regulations Discussion  Interview
hazard control practices control - Hazards and risks in  Case study
and procedures are  Plant tour
clarified and explained  Organizational safety the workplace  Symposium
based on organization and health protocol - Personal Protective
procedures  Threshold limit value Equipments
 Hazards/risks in the (TLV)
workplace and their  OHS indicators
corresponding indicators
are identified to minimize
or eliminate risk to co-
workers, workplace and
environment in
accordance with
organization procedures
 Contingency measures
during workplace
accidents, fire and other
emergencies are
recognized and
established in
accordance with
organization procedures
Approach
 Terms of maximum  Hand outs on  Discussion regarding:  Lecture-  Observation
tolerable limits which - Phil. OHS Standards - Safety regulations Discussion  Interview
when exceeded will - Effects of hazards in - Evaluate hazards and  Case study
result in harm or  Plant tour
damage are identified the workplace risks in the workplace  Symposium
based on threshold - Ergonomics - Personal Protective
limit values (TLV) - EGG regulations Equipments
 Effects of the hazards are  TLV Table - Issues regarding OHS
determined  CD’s, VHS tapes,
 OHS issues and/or transparencies
concerns and identified
safety hazards are
reported to designated
personnel in accordance
with workplace
requirements and relevant
workplace OHS legislation
LO3. CONTROL HAZARDS AND RISKS

Approach
 Occupational Health and  Safety Regulations  Discussion regarding:  Lecture-  Observation
Safety (OHS) - Clean Air Act - Safety regulations Discussion  Interview
procedures for - Electrical and Fire -Controlling hazards  Case study
controlling hazards/risks  Plant tour
in workplace are Safety Code and risks in the  Symposium
consistently followed - Waste workplace
 Procedures for dealing management - Personal Protective
with workplace - Disaster Equipments
accidents, fire and Preparedness and - Environmental issues
emergencies are Management regarding OHS
followed in accordance  Contingency Measures
with organization OHS
and Procedures
policies
 Personal protective
equipment (PPE) is
correctly used in
accordance with
organization OHS
procedures and practices
 Appropriate assistance is
provided in the event of a
workplace emergency in
accordance with
established organization
protocol
LO4. MAINTAIN OHS AWARENESS

Approach
 Emergency-related drills and  Operational health and  Discussion regarding:  Lecture-  Observation
trainings are participated in as safety procedure, - Safety regulations Discussion  Interview
per established organization practices and - Operational safety  Case study
 Plant tour
guidelines and procedures regulations procedures  Symposium
 OHS personal records are  Emergency-related - Emergency related
completed and updated in drills and training drills
accordance with workplace
requirements
LO5. PERFORM BASIC FIRST-AID PROCEDURES

Approach
 Situation is assessed in  Operational health and  Performance regarding:  Lecture-  Observation
accordance with accepted safety procedure, - Safety regulations Discussion  Role -play
practice practices and - Operational safety  Case study
 Basic first-aid techniques  Symposium
is applied in accordance regulations procedures  Simulation
with established first-aid  Emergency-related - Emergency related
procedures and enterprise drills and training drills
policy - First-aid procedures
 Details of the incident is and techniques
communicated in a timely
manner according to
enterprise policy
COMMON COMPETENCIES
COMMON COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

MODULE TITLE : DEVELOPING AND UPDATE INDUSTRY KNOWLEDGE
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes required to access, increase and update
industry knowledge.
LO1. Seek information on the industry

LO2. Update continuously relevant industry knowledge
LO3. Develop and update local knowledge
LO4. Promote products and services to customers
LO1. SEEK INFORMATION ON THE INDUSTRY

Approach
 Sources of information on the  Time management Lecture and discussion on:  Lecture  Observation
industry are correctly skills  Time management  Group  Interview
identified and accessed  Ready skills needed to  Skills/basic Discussion  Practical
 Individual/ demonstration
 Information to assist effective access industry competencies needed Group  Portfolio
work performance is obtained information to access industry Assignment
in line with job requirements  Basic competency skills information  Field visit
 Specific information on needed to access the  Quality assurance in  Video
sector of work is accessed internet the industry presentation
and updated  Overview of quality  Role of individual staff
 Industry information is assurance in the members
correctly applied to day-to- industry  Source of industry
day work activities  Role of individual staff information
member
 Industry information
sources
LO2. UPDATE CONTINUOUSLY RELEVANT INDUSTRY KNOWLEDGE

Approach
 Informal and/or formal  Informal and formal Lecture and discussion on:  Lecture  Observation
research is used to update research for updating  Informal and formal  Group  Interview
general knowledge of the industry information research for updating Discussion  Practical
industry  Sharing updated industry information Group  Portfolio
 Updated knowledge is shared knowledge with  Sharing updated Assignment
with customers and customers and knowledge with  Field visit
colleagues as appropriate and colleagues customers and  Video
incorporated into day-to- day colleagues presentation
working activities
LO3. DEVELOP AND UPDATE LOCAL KNOWLEDGE

Approach
 Local knowledge is  Discussion with Lecture and discussion on:  Lecture  Observation
developed to assist queries colleagues,  Development local  Group  Interview
on local/national tourism management and knowledge Discussion  Practical
industry customers  Familiarity with Group  Portfolio
 Local knowledge is updated  Reading internal customer comments Assignment
using informal and/or formal enterprise material including complaints  Field visit
research about products and  Internal enterprise  Video
 Contact with local services material about products presentation
communities is maintained  Familiarity with and services
customer comments
including complaints
LO4. PROMOTE PRODUCTS AND SERVICES TO CUSTOMERS

Approach
 Promotional initiatives are  Reading and Lecture and discussion on:  Lecture  Observation
described that may be used to researching product  Media campaigns  Group  Interview
promote products and data and information  Internal promotions Discussion  Practical
services  Media campaigns Group  Portfolio
 Selling skills are applied  Internal promotions Assignment
according to customer needs  Field visit
 Video
presentation
COMMON COMPETENCY : OBSERVE WORKPLACE HYGIENE PROCEDURES

MODULE TITLE : OBSERVING WORKPLACE HYGIENE PROCEDURES
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes In observing workplace hygiene
procedures.
LO1. Follow hygiene procedures

LO2. Identify and prevent hygiene risks
LO1. FOLLOW HYGIENE PROCEDURES
LO2. IDENTIFY AND PREVENT HYGIENE RISKS

Approach
 Workplace hygiene  Typical hygiene and  Exploring typical  Lecture  Demonstration
procedures are implemented control procedures in hygiene and control  Demonstration  Written
in line with enterprise and the hospitality and procedures  Role-play Examination
 Case study  Interviews/
legal requirements tourism industries  Understanding Questioning
 Handling and storage of items  Overview of legislation legislation and
are undertaken in line with and regulation in regulation in relation to
enterprise and legal relation to food, food handling, personal
requirements handling, personal and and general hygiene
general hygiene
 Knowledge on factors
which contribute to
workplace hygiene
problems
Approach
 Potential hygiene risks are  General hazards in  Identifying potential  Lecture  Demonstration
identified in line with handling of food, linen, hygiene risks  Demonstration  Written
enterprise procedures laundry and garbage  Handling hazards/risks  Role-play Examination
 Case study  Interviews/
 Action to minimize and including major causes Questioning
remove risks are taken within of contamination and
scope of individual cross-infection
responsibility of  Sources of and reasons
enterprise/legal requirements for food poisoning
 Hygiene risks beyond the
control of individual staff
members are reported to the
appropriate person for follow
up

COMMON COMPETENCY : PERFORM COMPUTER OPERATIONS

MODULE TITLE : PERFORM COMPUTER OPERATIONS
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes needed to perform computer operations.
This includes in putting, accessing, producing and transferring data using appropriate hardware
and software.
LO1. Plan and prepare for task to be undertaken

LO2. Input data into computer
LO3. Access information using computer
LO4. Produce/output data using computer system
LO5. Maintain computer equipments and system
LO1. PLAN AND PREPARE FOR TASK TO BE UNDERTAKEN
LO2. INPUT DATA INTO COMPUTER

Approach
 Requirements of task are  Basic ergonomics of  Planning and preparing  Lecture  Interviews/
determined keyboard and computer tasks using appropriate  Group Questioning
 Appropriate hardware and use hardware and software Discussion  Practical
 Tutorial or self- Demonstration
software is selected according  Main types of  Understanding OHS pace  Observation
to task assigned and required computers and basic guidelines and  Demonstration
outcome features of different procedures  Practice
 Task is planned to ensure operating systems  Calculating computer session
OHS guidelines and  Main parts of a capacity
procedures are followed computer
 Storage devices and
basic categories of
memory
 Relevant types of
software
 OHS principle and
responsibilities
 Computer capacity
LO3. ACCESS INFORMATION USING COMPUTER
Approach
 Data are entered into the  Input data on computer  Inputting data on  Lecture Approach
 Interviews/
 Correct using appropriate 
computer program/application  Accessing information
Storage devices and  Accessing
computer information  Lecture
Group  Interviews/
Questioning
is selected based on job using computer using computer  Group
Discussion  Questioning
Practical
program/application in basic categories of  Securing accuracy of
Tutorial or self-  Practical
 Discussion Demonstration
accordance with company  Using
requirements memory Desktop Icons  Using
data Desktop Icons  Tutorial
pace or self-  Demonstration
Observation
 Program/application
procedures  OHS principle
 Basic ergonomicsand of 
 OHS principle
Identifying and
storage Demonstration  Observation
 pace
containing the information
 Accuracy of information is responsibilities
keyboard and computer responsibilities
devices  Demonstration
Practice
required is accessed
checked and information is use  Understanding basic  Practice
session
according to
saved in accordance company
with ergonomics of session
procedures
standard operating procedures keyboard and computer

 Desktop
Input dataiconsareare stored
correctly
in use
selected, opened and
storage media according to closed
for navigation purposes
requirements

 Keyboard techniques within
Work is performed are
carried out in line
ergonomic guidelines with OHS
requirements for safe use of
keyboards
LO4. PRODUCE/OUTPUT DATA USING COMPUTER SYSTEM

Approach
 Entered data are processed  Production of data  Producing data using  Lecture  Interviews/
using appropriate software using computer system computer system  Group Questioning
commands  Use of computer  Using computer Discussion  Practical
 Data are printed out as hardware/peripheral hardware/peripheral pace  Observation
required using computer devices devices  Demonstration
hardware/peripheral devices  Transfer to file  Transferring files  Practice
in accordance with standard session
 Files and data are transferred
between compatible systems
using computer software,
hardware/ peripheral devices
in accordance with standard
LO5. MAINTAIN COMPUTER EQUIPMENTS AND SYSTEM

Approach
 Systems for cleaning, minor  Maintaining computer Lecture and discussion on:  Lecture  Interviews/
maintenance and replacement equipment and system  Maintaining computer  Group Questioning
of consumables are  General security equipment and system Discussion  Practical
implemented  Viruses  General security pace  Observation
 Procedures for ensuring  Viruses  Demonstration
security of data, including  Practice
regular back-ups and virus session
checks are implemented in
accordance with standard
 Basic file maintenance
procedures are implemented
in line with the standard
 Document systems are
maintained
COMMON COMPETENCY : PERFORM WORKPLACE SAFETY PRACTICES
MODULE TITLE : PERFORMING WORKPLACE SAFETY PRACTICES
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes in following health, safety and security
practices. It includes dealing with emergency situations and
maintaining safe personal standard.

LO1. Follow workplace procedures for health, safety and security practices
LO2. Perform child protection duties relevant to the tourism industry
LO3. Observe and monitor people
LO4. Deal with emergency situations
LO5. Maintain safe personal presentation standards
LO6. Maintain a safe and secure workplace
LO1. FOLLOW WORKPLACE PROCEDURES FOR HEALTH, SAFETY AND SECURITY PRACTICES

Approach
 Potential hygiene risks are  Workplace health,  Understanding  Lecture  Demonstration
identified in line with safety and security workplace health,  Demonstration  Interviews/
enterprise procedures procedures safety and security  Role-play Questioning
 Simulation  Written
 Action to minimize and  Safety Practices procedures Examination
remove risks are taken within  Identifying and
scope of individual reporting safety
responsibility of practices
enterprise/legal requirements
 Hygiene risks beyond the
control of individual staff
members are reported to the
appropriate person for follow
up
LO2. PERFORM CHILD PROTECTION DUTIES RELEVANT TO THE TOURISM INDUSTRY

Approach
 Issue of sexual exploitation of  Child protection duties Lecture and discussion on:  Lecture  Demonstration
children is identified relevant to tourism  Child protection duties  Demonstration  Interviews/
 National, regional and industry relevant to tourism  Role-play Questioning
international actions are - Rules, regulations, industry Examination
described to prevent the policies and laws  Rules, regulations,
sexual exploitation of policies and laws
children
 Actions that can be taken in
the workplace are described
to protect children from
sexual exploitation
LO3. OBSERVE AND MONITOR PEOPLE

Approach
 Areas and people who require  Observation and Lecture and discussion on:  Lecture  Demonstration
observation and monitoring is monitoring  Observation and  Demonstration  Interviews/
prepared  Apprehending monitoring  Role-play Questioning
 Observation and monitoring Offenders  Apprehending Examination
activities are implemented  Administrative Offenders
 Apprehension of offenders responsibilities  Administrative
are determined responsibilities
 Offenders are arrested
according to enterprise
procedures
 Administrative
responsibilities are fulfilled
LO4. DEAL WITH EMERGENCY SITUATIONS

Approach
 Emergency and potential  Emergency procedures  Understanding  Lecture  Demonstration
emergency situations are  Emergency situations emergency procedures  Demonstration  Interviews/
recognized and appropriate  Responding emergency  Role-play Questioning
action are taken within situations Examination
individual’s scope of
responsibility
 Emergency procedures are
followed in line with
enterprise procedures
 Assistance is sought from
colleagues to resolve or
respond to emergency
situations
 Details of emergency
situations are reported in line
with enterprise procedures
LO5. MAINTAIN SAFE PERSONAL PRESENTATION STANDARDS

Approach
 Safe personal standards  Preparation for Lecture and discussion on:  Lecture  Demonstration
are identified and followed observation and  Preparing for  Demonstration  Interviews/
monitoring observation and  Role-play Questioning
in line with enterprise  Simulation  Written
requirements  Public relation monitoring Examination
 Maintaining safe
personal preparation
and standards
LO6. MAINTAIN A SAFE AND SECURE WORKPLACE

Approach
 Workplace health, safety  Workplace health,  Understanding health,  Lecture  Demonstration
and security safety and security safety and security  Demonstration  Interviews/
concepts, responsibilities  Role-play Questioning
responsibilities are  Simulation  Written
identified responsibilities, and  Maintaining workplace Examination
 Framework to maintain practices health, safety and
workplace health, safety  Injuries, illness and security
and security are incidents  Investigating Injuries,
maintained  Organization’s health, illness and incidents
 Procedures for identifying safety and security  Evaluating
and assessing health, organization’s health,
safety and security safety and security
hazards and risks are
implemented
 Injuries, illnesses and
incidents are investigated
 Organization's health,
safety and security
effectiveness are
evaluated
COMMON COMPETENCY : PROVIDE EFFECTIVE CUSTOMER SERVICE

MODULE TITLE : PROVIDING EFFECTIVE CUSTOMER SERVICE
MODULE DESCRIPTOR : This module deals with the knowledge, skills and attitudes in providing effective customer service.
It includes greeting customer, identifying customer needs, delivering service to customer,
handling queries through use of common business tools and technology and handling
complaints/conflict situation, evaluation and recommendation.
LO1. Greet customer

LO2. Identify needs of customers
LO3. Deliver service to customer
LO4. Handle queries through use of common business tools and technology
LO5. Handle customers complaints, evaluation and recommendation
LO1. GREET CUSTOMER

Approach
 Customers are greeted  Greeting customers Lecture and discussion on:  Lecture  Demonstration
according to enterprise  Verbal communications  Greeting customers  Demonstration  Interviews/
procedure with customers  Verbal communications  Role-play Questioning
 Simulation  Observation
 Verbal and non-verbal  Observing non-verbal with customers
communications are communication  Observing non-verbal
appropriate to the given  Sensitivity to cultural communication
situation and social differences  Sensitivity to cultural
 Non verbal communication and social differences
are observed when
responding to customers
 Sensitivity to cultural and
social differences is
demonstrated
LO2. IDENTIFY NEEDS OF CUSTOMERS

Approach
 Appropriate interpersonal  Needs of customers  Identifying needs of  Lecture  Demonstration
skills are used to ensure that  Providing customers customers  Demonstration  Interviews/
customer needs are accurately with information  Assessing customer’s  Role-play Questioning
identified  Personal limitation in needs
 Customer needs are assessed addressing customers  Providing customers
for urgency so that priority and colleagues in need with information
for service delivery can be  Personal limitation in
identified addressing customers
 Customers are provided with and colleagues in need
information
 Personal limitation in
addressing customer and
colleague needs is identified
and where appropriate,
assistance is sought from
supervisor
LO3. DELIVER SERVICE TO CUSTOMER

Approach
 Customer needs are promptly  Addressing customer’s  Identifying needs of  Lecture  Demonstration
attended to in line with needs customers  Demonstration  Interviews/
enterprise procedure  Observing appropriate  Assessing customer’s  Role-play Questioning
 Appropriate rapport is rapport needs
maintained with customer to  Enhancing quality of  Providing customers
enable high quality service service with information
delivery  Personal limitation in
 Opportunity to enhance the addressing customers
quality of service and and colleagues in need
products are taken wherever
possible
LO4. HANDLE QUERIES THROUGH USE OF COMMON BUSINESS TOOLS AND TECHNOLOGY
Approach
 Common business tools and  Common business tools Lecture and discussion on:  Lecture  Demonstration
technology are used and technology are used  Common business tools  Demonstration  Interviews/
efficiently to determine efficiently to determine and technology are used  Role-play Questioning
customer requirements customer requirements efficiently to determine
 Queries/ information are  Recording customer requirements
recorded in line with Queries/information  Recording
enterprise procedure  Handling queries Queries/information
 Queries are acted upon  Handling querie
promptly and correctly in line
with enterprise procedure
LO5. HANDLE CUSTOMERS COMPLAINTS, EVALUATION AND RECOMMENDATIONS

Approach
 Guests are greeted with a  Guest  Handling  Lecture  Demonstration
smile and eye-to-eye contact complaints/conflicts complaints/conflict  Demonstration  Interviews/
 Responsibility for resolving  Threat to personal safety  Identifying and managing  Role-play Questioning
the complaint is taken within threat to personal safety
limit of responsibility and
according to enterprise policy
 Nature and details of
complaint are established and
agreed with the customer
 Threats to personal safety are
identified and managed to
personal safety of customers
or colleagues and appropriate
assistance is organized
 Appropriate action is taken to
resolve the complaint to the
customers satisfaction
wherever possible
 Conflict situations are
resolved within scope of
individual responsibility by
applying effective
communication skills and
according to enterprise policy

CORE COMPETENCIES
CORE COMPETENCY : PROVIDE HOUSEKEEPING SERVICES TO GUESTS

MODULE TITLE : PROVIDING HOUSEKEEPING SERVICES TO GUEST
MODULE DESCRIPTOR : This module deals with the skills and required to provide a range of general housekeeping services
to guests
NOMINAL DURATION : 60 hrs
SUMAMRY OF LEARNING OUTCOMES:
Upon completion of this module, the trainee/ student must be able to:
LO1. Receive housekeeping requests

LO2. Provide/ Service housekeeping requests
LO3. Provide advice to guest
LO4. Liaise with other departments
LO1. RECEIVE HOUSEKEEPING REQUESTS

Approach
 Guest/staff housekeeping  Housekeeping request  Receiving housekeeping  Lecture –  Demonstration
requests and service  Delayed delivery of request Discussion  Interviews/
delivery are accepted and service  Handling housekeeping  Interaction Questioning
 Observation
recorded in accordance to  Unrelated housekeeping request  Demonstration
enterprise policies and request  Handling delayed delivery
procedure. service
 Details of requests made  Handling unrelated
are confirmed and noted in housekeeping request
accordance with enterprise
procedures
 Apologies are made when
a request has arisen from
a delayed delivery of
service
 Request not related to
housekeeping are referred
to appropriate department.
LO2. PROVIDE/ SERVICE HOUSEKEEPING REQUESTS

Approach
 Identified service/item is  Housekeeping services  Providing housekeeping  Lecture –  Demonstration
obtained through liaison  Required items to guest service Discussion  Interviews/
with other staff in room  Locating and delivering  Interaction Questioning
 Observation
accordance with enterprise  Equipment in guest room required items to guest  Demonstration
procedures  Requested items from room
 Required items are located guest room  Setting equipment in
and delivered to guest guest room
room in accordance with  Removing requested
enterprise procedures items from guest room
 Equipment is set up in
guest room in accordance
with the request of the
guest
 Requested items are
removed from guest rooms
in accordance with
enterprise procedures.
LO3. PROVIDE ADVICE TO GUEST

Approach
 Identified service/item is  Providing advice to guest Lecture and discussion on:  Lecture –  Demonstration
obtained through liaison on services and items Discussion  Interviews/
with other staff in requested  Providing advice to guest  Interaction Questioning
 Observation
accordance with enterprise  Demonstrating the use of on services and items  Demonstration
procedures delivered items requested
 Required items are located  Providing support  Demonstrating the use of
and delivered to guest services delivered items
room in accordance with  Providing support
enterprise procedures services
 Equipment is set up in
guest room in accordance
with the request of the
guest
 Requested items are
removed from guest rooms
in accordance with
enterprise procedures.
LO4. LIAISE WITH OTHER DEPARTMENTS

Approach
 Equipment malfunction is  Equipment malfunction  Reporting Equipment  Lecture –  Demonstration
reported to appropriate  Dangerous or suspicious malfunction Discussion  Interviews/
personnel in accordance circumstances  Managing dangerous or  Interaction Questioning
 Observation
with enterprise procedures  Giving of updates suspicious circumstances  Demonstration
 Management is advised on  Liaising with other
dangerous or suspicious departments
circumstances in
procedures.
 Other departments are
updated on the status of
service requests
CORE COMPETENCY : CLEAN AND PREPARE ROOMS FOR INCOMING GUESTS

MODULE TITLE : CLEAN AND PREPARE ROOMS FOR INCOMING GUESTS
MODULE DESCRIPTOR : The module deals with the skills and knowledge required from housekeeping attendants to clean and
prepare rooms for incoming guests in a commercial accommodation establishment.
NOMINAL DURATION : 60 hrs
SUMAMRY OF LEARNING OUTCOMES:
Upon completion of this module, the trainee/ student must be able to:
LO1. Set up equipment and trolleys

LO2. Access rooms for servicing
LO3. Make up beds
LO4. Clean and clear rooms
LO5. Clean and store trolleys and equipment
LO1. SET UP EQUIPMENT AND TROLLEYS

Approach
 Cleaning, supplies and  Selecting and preparing Lecture and discussion on:  Lecture –  Demonstration
equipment required for supplies and equipment  Selecting and preparing Discussion  Observation
servicing rooms are  Selecting, ordering, and supplies and equipment
correctly selected and  Interaction  Inspection
prepared for use loading of supplies for  Selecting, ordering, and  Demonstration  Written
 Supplies for trolleys are trolley loading of supplies for examination
accurately identified and trolleys (optional)
selected or ordered in
sufficient numbers in
procedures
 Trolleys are safely loaded
with adequate supplies in
procedures
LO2. ACCESS ROOMS FOR SERVICING

Approach
 Rooms requiring service  Access to rooms for  Accessing rooms for  Lecture –  Demonstration
are correctly identified servicing servicing Discussion  Observation
based on information
supplied to housekeeping  Interaction  Inspection
staff  Demonstration  Written
 Rooms are accessed in examination
accordance with the (optional)
establishment’s customer
service and security
procedures
LO3. MAKE UP BEDS

Approach
 Beds and mattresses are  Managing beds  Making up beds  Lecture –  Demonstration
stripped, pillows and  Items with stains to the  Segregating and Discussion  Observation
linen are checked for Laundry Department forwarding items with  Interaction
stains and damage rooms  Inspection
are checked whether  Managing bed linens stains to the Laundry  Demonstration  Written
guests left any valuables Department examination
 Items with stains are  Replacing bed linens (optional)
immediately segregated
and forwarded to the
Laundry Department for
proper processing
 Bed linens are replaced in
standards and procedures
LO4. CLEAN AND CLEAR ROOMS
Approach
 Rooms are cleaned in  Clean and clear rooms  Making up beds  Lecture –  Demonstration
correct order and with  Room supplies  Segregating and Discussion  Observation
minimum disruption to  Condition of rooms forwarding items with  Interaction
guests  Inspection
 All furniture, fixtures and - Presence of pest stains to the Laundry  Demonstration  Written
fittings are cleaned and - Defects Department examination
checked in accordance - Damages  Replacing bed linens (optional)
with enterprise - Unusual/suspicious
procedures and person/item
hygiene/safety guidelines  Appropriate actions/reports
 Room supplies are
checked, replenished or
replaced in accordance
with enterprise standards
and procedures
 Pests are promptly
identified and appropriate
action is taken in
accordance with safety
and enterprise
procedures
 Rooms are checked for
any defects and are
accurately reported in
accordance with
 Damaged items are
recorded in accordance
with enterprise
procedures
 Any unusual or
suspicious person, item
or occurrence is promptly
reported in accordance
with enterprise
procedures
 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

Approach
 Trolleys and equipment  Trolleys and equipment  Cleaning trolleys and  Lecture –  Demonstration
are cleaned after use in  Management of supplies and equipments Discussion  Observation
accordance with safety items  Storing items properly
and enterprise  Interaction  Inspection
procedures  Additional housekeeping  Supplying/replenishing  Demonstration  Written
 All items are correctly services items examination
stored in accordance with  Procedure for next shift  Providing additional (optional)
enterprise procedures housekeeping services
 Supplies and items are  Turning over procedures
checked and replenished for next shift
or re-ordered in
accordance with
 Additional housekeeping
services is provided as
requested in accordance
with enterprise
procedures
 Turn over procedure for
next shift is carried out in
accordance with
CORE COMPETENCY : PROVIDE VALET/ BUTLER SERVICE

MODULE TITLE : PROVIDING VALET/ BUTLER SERVICE
MODULE DESCRIPTOR : This module 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.
LO1. Provide valet services to guests

LO2. Display professional standards
LO3. Care for guest property
LO1. PROVIDE VALET SERVICES TO GUESTS

Approach
 Role of valet is defined in  Roles of valet  Understanding roles of  Lecture –  Demonstration
accordance with  Valet services valet Discussion  Observation
enterprise policy  Valet services record  Preparing valet services  Interaction  Inspection
 Valet services are  Delivering valet services  OJT  Written
prepared to be delivered  Recording valet services examination
 Valet services is delivered (optional)
within limit of
responsibility
 Valet services is recorded
LO2. DISPLAY PROFESSIONAL STANDARDS

Approach
 Rapport is established  Rapport and feelings of  Establishing rapport and  Lecture –  Demonstration
and feelings of goodwill goodwill enhancing feelings of Discussion  Observation
are enhanced between  Personalized and quality goodwill  Interaction  Inspection
the guest within limit of services  Providing personalized  OJT  Written
responsibility  Valet grooming and and quality services examination
 Knowledge of individual communication standards  Identifying and (optional)
guest’s records is following valet
accessed and utilized to grooming and
provide personalized and communication
quality services based on standards
guest instructions and
enterprise policy
 Valet grooming and
communication standards
are followed, in
accordance with
enterprise policy
LO3. CARE FOR GUEST PROPERTY

Approach
 Luggage is set in room  Care for guest property  Caring for guest property  Lecture – 
Demonstration
based on guest - Luggage - Luggage Discussion 
Observation
instructions and - Clothes - Clothes  Interaction 
Inspection
enterprise policy - Shoes - Shoes  OJT 
Written
 Guest clothes may be  Protocols for ensuring  Applying protocols for examination
processed based on optimum privacy and ensuring optimum (optional)
guest instructions and confidentiality for all guest privacy and
enterprise policy confidentiality for all
guest
 Shoes are cleaned based
on guest instructions
 Repairs are made or
organized based on guest
instructions, in
accordance with
enterprise policy
 Confidentiality of guest’s
property and activities is
maintained in accordance
with legal and ethical
requirements
CORE COMPETENCY : LAUNDRY LINEN AND GUEST CLOTHES
MODULE TITLE : LAUNDERING LINEN AND GUEST CLOTHES
MODULE DESCRIPTOR : This module 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.
LO1. Collect laundry for laundering functions

LO2. Perform laundering functions
LO3. Process laundered item
LO4. Return laundered item
LO1. COLLECT LAUNDRY FOR LAUNDERING FUNCTIONS

Approach
 The role of an on-premise  Theories  Understanding theories  Lecture –  Demonstration
laundry is identified - Types of fabric and laundry - Types of fabric and Discussion  Observation
according to enterprise equipment laundry equipment  Interaction  Inspection
policy - Meaning of laundry and - Meaning of laundry and  Demonstration  Written
 Guest clothes are picked dry-cleaning labels on dry-cleaning labels on  Simulation examination
up in accordance with clothing clothing (optional)
enterprise policy - Key laundry terms - Key laundry terms
 In-house items are picked - Common guest laundry - Common guest laundry
up in accordance with issues issues
enterprise policy  Role of an “on premise”  Analyzing role of an “on
laundry premise” laundry
 Guest clothes  Picking up guest clothes
 In-house items  Picking up in-house
items
LO2. PERFORM LAUNDERING FUNCTIONS

Approach
 Items are correctly sorted  Laundering functions  Sorting, counting, and  Lecture –  Demonstration
and counted according to - Sorting checking laundry items Discussion  Observation
cleaning process required - Counting  Selecting laundry  Interaction  Inspection
and urgency of the item - Checking methods  Demonstration  Written
 Items for laundering are  Laundry methods  Operating laundry  Simulation examination
checked for stains and  Laundry equipment equipment (optional)
are treated using the  Laundry  Using Laundry
correct process Chemicals/Solutions Chemicals/Solutions
 Laundry methods are  Pressing and Finishing  Pressing and Finishing
selected in accordance Processes
with textile labelling codes
and based on fibre and
fabric, dye fastness,
degree of spoilage and
washing instructions
 Laundry equipment is
operated in accordance
with manufacturer’s
instructions
 Any damage arising from
the laundering process is
recorded and appropriate
person(s) is/are notified in
accordance with
 Cleaning agents and
chemicals are used in
accordance with
manufacturer’s
instructions and specific
laundry equipment
 Items are checked after
the laundering process to
ensure quality cleaning
 Pressing and finishing
processes are correctly
completed in accordance
with textile characteristics
and client requirements
LO3. PROCESS LAUNDERED ITEM

Approach
 Post cleaning laundry  Post cleaning and laundry Lecture and discussion on:  Lecture –  Demonstration
activity are performed in activities  Post cleaning and Discussion  Observation
accordance with - Checking results laundry activities  Interaction  Inspection
enterprise policy - Processing Internal - Checking results  Demonstration  Written
 Results of cleaning are recording and billing - Processing Internal  Simulation examination
checked and appropriate -Reporting recording and billing (optional)
additional action is taken. -Reporting
 Internal record and billing
instructions are processed
in accordance with
 Necessary internal
laundry reports are
produced
LO4. RETURN LAUNDERED ITEM

Approach
 Guest clothes are  Delivery of guest clothes  Delivering guest clothes  Lecture –  Demonstration
delivered in accordance  Delivery of in-house items  Delivering in-house items Discussion  Observation
with enterprise policy  Interaction  Inspection
 In-house items are  Demonstration  Written
delivered in accordance  Simulation examination
with enterprise policy (optional)
CORE COMPETENCY : CLEAN PUBLIC AREAS, FACILITIES AND EQUIPMENT

MODULE TITLE : CLEAN PUBLIC AREAS, FACILITIES AND EQUIPMENT
MODULE DESCRIPTOR : 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
LO1. Select and set up equipment and materials

LO2. Apply cleaning technique
LO3. Clean dry and wet areas
LO4. Maintain and store cleaning equipment and chemicals
LO1. SELECT AND SET UP EQUIPMENT AND MATERIALS

Approach
 Equipment are selected  Cleaning equipment and  Selecting, checking and  Lecture –  Demonstration
according to type of materials setting up for cleaning Discussion  Interview/
cleaning to be done
 All equipment are  Protective clothing equipment and materials  Interaction Questioning
checked if clean and in  Using protective clothing  Demonstration  Observation
safe working condition  Written
prior to use examination
 Suitable dry and wet (optional)
cleaning agents and
chemicals are selected
and prepared in
accordance with
manufacturer’s and
relevant occupational
health and safety
requirements
 Protective clothing are
selected and used where
necessary
LO2. APPLY CLEANING TECHNIQUE

Approach
 Furniture, fixtures, ceilings  Assessment of materials for Lecture and discussion on:  Lecture –  Demonstration
and walling are assessed cleaning  Assessing all materials Discussion  Interview/
for cleaning
 Appropriate cleaning  Cleaning technique and for cleaning  Interaction Questioning
equipment and chemicals procedures  Applying cleaning  Demonstration  Observation
are selected in  Equipment and chemicals technique and procedures  Written
accordance with the type  Cleaning and storing examination
of material used equipment and chemicals (optional)
 Cleaning technique is
applied on furniture and
walling materials in
accordance with type of
material used
 Appropriate procedures is
applied in accordance
with the technique
 Equipment and chemicals
are properly cleaned and
stored in accordance with
manufacturer’s
specifications and
requirements
LO3. CLEAN DRY AND WET AREAS

Approach
 Wet and dry areas are  Wet and dry areas for Lecture and discussion on:  Lecture –  Demonstration
prepared for cleaning and cleaning  Preparing wet and dry Discussion  Interview/
hazards are identified and
assessed  Assessment of hazards areas for cleaning  Interaction Questioning
 The work area is  Risk  Identifying and assessing  Demonstration  Observation
barricaded or warning  Cleaning agents hazards  Written
signs are placed, as  Cleaning equipments  Reducing Risk examination
appropriate, to reduce risk  Garbage and used chemicals  Selecting and applying (optional)
to colleagues and cleaning agents
customers
 Cleaning agents or  Using cleaning
chemicals are selected equipments
and applied on specific  Disposing Garbage and
areas in accordance with used chemicals
manufacturer’s
recommendations, safety
procedures and enterprise
policies and procedures
 Equipment are used
safely in accordance with
manufacturer's
recommendations
 Garbage and used
chemicals are disposed
off in accordance with
hygiene, safety and
environmental legislation
requirements
LO4. MAINTAIN AND STORE CLEANING EQUIPMENT AND CHEMICALS

Approach
 Equipment are cleaned  Maintaining and cleaning Lecture and discussion on:  Lecture –  Demonstration
after use in accordance equipment and chemicals  Maintaining and cleaning Discussion  Interview/
with enterprise
requirements and - Routine preventive equipment and chemicals  Interaction Questioning
manufacturer’s maintenance - Routine preventive  Demonstration  Observation
instructions - Identifying and reporting maintenance  Written
 Routine preventive defects - Identifying and examination
maintenance is carried reporting defects (optional)
out or arranged in
accordance with
 Defects are identified and
reported in accordance
with enterprise
procedures
 Equipment are stored in
the designated area and
in a condition ready for re-
use.
 Chemicals are stored and
controlled in accordance
with health and safety
requirements.
CORE COMPETENCY : DEAL WITH/HANDLE INTOXICATED GUESTS

MODULE TITLE : DEAL WITH/HANDLE INTOXICATED GUESTS
MODULE DESCRIPTOR : 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.
LO1. Determine the level of intoxication

LO2. Apply appropriate procedures
LO3. Comply with legislation
LO1. DETERMINE THE LEVEL OF INTOXICATION

Approach
 Level of intoxication of  Intoxicated guest Lecture and discussion on:  Lecture –  Oral questions
guest is assessed in  Assistance to intoxicated  Assessing level of Discussion  Written
accordance with industry guest intoxication  Interaction questions
procedure.  Industry practices  Offering assistance to  Demonstration  Work projects
 Offered assistance intoxicated guest  Simulation  Workplace
politely to intoxicated  Addressing intoxicated observation of
guest in line with guest based on industry practical skills
enterprise procedure. practices
 Practical
 Urgently referred difficult
exercises/
situation to immediate
boss as per enterprise Role Play/
regulations. Demonstration
 Intoxicated guest lying on  Formal report
the floor is not touched from
but is carefully watched in supervisor
line with industry practice.
 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 PROCEDURES

Approach
 Analyze the situation  Application for appropriate Lecture and discussion on:  Lecture –  Oral questions
carefully procedures to any situation  Application for Discussion  Written
a. Applied procedures involving intoxicated guest appropriate procedures to  Interaction questions
appropriate to the any situation involving  Demonstration  Work projects
situation and in intoxicated guest  Simulation  Workplace
accordance with observation of
organizational policy practical skills
b. Explained politely
 Practical
the position to the
exercises/
guest using
appropriate Role Play/
communication skills Demonstration
 Assisted the guest to  Formal report
leave the premises from
when necessary in supervisor
accordance with
enterprise procedure.
LO3. COMPLY WITH LEGISLATION

Approach
 Dealt with intoxicated  Legal requirements for Lecture and discussion on:  Lecture –  Oral questions
persons in line with alcohol service and  Legal requirements for Discussion  Written
industry practice consumption alcohol service and  Interaction questions
 Dealt with under-age  Creating a responsible consumption  Demonstration  Work projects
drinkers with caution and licensed drinking  Creating a responsible  Simulation  Workplace
care in compliance with environment licensed drinking observation of
legal regulations environment practical skills
 Complied with legislative  Practical
requirements as per exercises/
alcoholic regulations Role Play/
Demonstration
 Formal report
from
supervisor

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COURSE TITLE : HOUSEKEEPING

NOMINAL DURATION : 436 hours

COURSE DESCRIPTION : This course is designed to enhance the

4. Practice 4.1 Practicing 4.1.1 Identify hazards and risks

Tools, Materials and Equipment:

NOTE: Implementation of the training program can be made possible

Based on the class intake of 25 students/trainees, the following are

Lecture 8 x 5 m. 40 sq. m. 40 sq. m.

Demo/Mock/ Room 4 x 6 m. 24 sq. m. 24 sq. m.

 Must be a holder of National TVET Trainer Certificate I (TM I and

BASIC COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

SUMMARY OF LEARNING OUTCOMES:

LO 1. Obtain and convey workplace information

LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION

LO3. PARTICIPATE IN WORKPLACE MEETINGS AND DISCUSSIONS

LO4. COMPLETE RELEVANT WORK RELATED DOCUMENTS

BASIC COMPETENCY : WORK IN TEAM ENVIRONMENT

SUMMARY OF LEARNING OUTCOMES:

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

LO1. DESCRIBE TEAM ROLES AND SCOPE

Assessment Criteria Contents Learning Activities Methodologies Assessment

Assessment Criteria Contents Learning Activities Methodologies Assessment

LO3. WORK AS A TEAM MEMBER

LO4. WORK EFFECTIVELY WITH COLLEAGUES

LO5. WORK IN SOCIALLY DIVERSE ENVIRONMENT

BASIC COMPETENCY : PRACTICE CAREER PROFESSIONALISM

SUMMARY OF LEARNING OUTCOMES:

LO1. Integrate personal objectives with organizational goals

Assessment Criteria Contents Learning Activities Methodologies Assessment

Assessment Criteria Contents Learning Activities Methodologies Assessment

Assessment Criteria Contents Learning Activities Methodologies Assessment

BASIC COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES

SUMMARY OF LEARNING OUTCOMES:

LO1. Identify hazards and risks

LO1. IDENTIFY HAZARDS AND RISK

LO2. EVALUATE HAZARD AND RISKS

LO3. CONTROL HAZARDS AND RISKS

LO4. MAINTAIN OHS AWARENESS

LO5. PERFORM BASIC FIRST-AID PROCEDURES

Assessment Criteria Contents Learning Activities Methodologies Assessment

COMMON COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Seek information on the industry

LO1. SEEK INFORMATION ON THE INDUSTRY

Assessment Criteria Contents Learning Activities Methodologies Assessment

Assessment Criteria Contents Learning Activities Methodologies Assessment

LO3. DEVELOP AND UPDATE LOCAL KNOWLEDGE

LO4. PROMOTE PRODUCTS AND SERVICES TO CUSTOMERS

Assessment Criteria Contents Learning Activities Methodologies Assessment

COMMON COMPETENCY : OBSERVE WORKPLACE HYGIENE PROCEDURES

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Follow hygiene procedures

LO1. FOLLOW HYGIENE PROCEDURES

LO2. IDENTIFY AND PREVENT HYGIENE RISKS

COMMON COMPETENCY : PERFORM COMPUTER OPERATIONS

SUMMARY OF LEARNING OUTCOMES:

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

LO1. Plan and prepare for task to be undertaken

LO1. PLAN AND PREPARE FOR TASK TO BE UNDERTAKEN

LO2. INPUT DATA INTO COMPUTER