Cbc-housekeeping Nc Ii 73335a

COMPETENCY-BASED CURRICULUM

Sector:

TOURISM Qualification:

HOUSEKEEPING NC II TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY East Service Road, South Superhighway, Taguig City, Metro Manila

TABLE OF CONTENTS Page A. Course Design................................................................................................ B. Modules of Instruction..................................................................................7-82 

BASIC COMPETENCIES............................................................................ o Participating in workplace communications....................................... o Working in a team environment...................................................... o Practicing career professionalism .................................................. o Practicing occupational health and safety procedures ..................



COMMON COMPETENCIES.................................................................... o Developing and updating industry knowledge................................ o Observing workplace hygienic procedures..................................... o Performing computer operations..................................................... o Performing workplace and safety practices.................................... o Providing effective customer services.............................................



CORE COMPETENCIES........................................................................... o Providing housekeeping services to guests.................................... o Preparing rooms for guests............................................................. o Providing valet service.................................................................... o Cleaning premises........................................................................... o Laundering linen and guest clothes................................................

COURSE DESIGN HOUSEKEEPING NC II

COURSE DESIGN COURSE TITLE

:

HOUSEKEEPING NC II

NOMINAL DURATION

:

436 hours

COURSE DESCRIPTION : This course is designed to enhance the knowledge, skills and attitude in providing housekeeping services to guest, preparing room for guest, cleaning premises and equipment, providing valet/butler service and laundering linen and guest’s clothes. It covers the basic, common and core competencies in Housekeeping NC II. ENTRY REQUIREMENTS : Trainees or students should posses the following requirements: 

Can communicate in basic English either oral and written;



Physically and mentally fit;



With good moral character; and



Can perform basic mathematical computation

CBC Housekeeping NC II

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COURSE STRUCTURE:

BASIC COMPETENCIES (18 hours) UNIT OF COMPETENCY

1.

Particip

MODULE TITLE

1.1

ate in workplace communication

LEARNING OUTCOMES

Participati 1.1.1 ng in workplace communication 1.1.2 1.1.3

2.

Work in

2.1

a team environment

Working in a team environment

2.1.1 2.1.2

3.

Practice 3.1 Practicing 3.1.1 career career professionalism professionalism 3.1.2 3.1.3

4.

Practice 4.1 Practicing 4.1.1 occupational occupational health and health and 4.1.2 safety safety 4.1.3


Obtain and convey workplace information Complete relevant work related documents Participate in workplace meeting and discussion Describe and identify team role and responsibility in a team Describe work as a team member Integrate personal objectives with organizational goals. Set and meet work priorities. Maintain professional growth and development Evaluate hazard and risks Control hazards and risks Maintain occupational health and safety awareness

NOMINAL DURATION

4 hours

4 hours

5 hours

5 hours

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COMMON COMPETENCIES (18 hours)


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UNIT OF COMPETENCY

MODULE TITLE

1. Develop and 1.1 Developing update industry and update knowledge industry knowledge

2. Observe workplace hygiene procedures

2.1 Observing workplace hygiene procedures

3. Perform computer operations

3.1 Performing computer operations

4. Perform 4.1 Performing workplace and workplace and safety practices safety practices

5. Provide effective customer service

5.1 Providing effective customer service


LEARNING OUTCOMES

1.1.1 Identify and access key sources of information on the industry 1.1.2 Access, apply and share industry information 1.1.3 Update continuously relevant industry knowledge 2.1.1 Practice personal grooming and hygiene 2.1.2 Practice safe and hygienic handling, storage and disposal of food, beverage and materials 3.1.1 Identify and explain the functions, general features and capabilities of both hardware and software undertaken 3.1.2 Prepare and use appropriate hardware and software according to task requirement 3.1.3 Use appropriate devices and procedures to transfer files/data 3.1.4 Produce accurate and complete data according to the requirements 3.1.5 Maintain computer system 4.1.1 Practice workplace safety, security and hygiene systems, processes and procedures 4.1.2 Respond appropriately to faults, problems and emergency situations 4.1.3 Maintain safe personal presentation standards 5.1.1 Apply effective verbal and non-verbal communication skills to respond to customer needs 5.1.2 Provide prompt and quality service to customer 5.1.3 Handle queries promptly and correctly in line with

NOMINAL DURATION

2 hours

4 hours

4 hours

4 hours

4 hours

-4-

UNIT OF COMPETENCY

MODULE TITLE

LEARNING OUTCOMES

NOMINAL DURATION

enterprise procedures 5.1.4 Handle customer complaints, evaluation and recommendations


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CORE COMPETENCIES (400 hours)


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UNIT OF COMPETENCY

MODULE TITLE

1. Provide housekeeping services to guest

1.1 Providing housekeeping services to guest

2. Prepare rooms for guests

2.1 Preparing rooms for guests

3. Provide valet / butler Service

3.1 Providing valet service

4. Clean premises

4.1 Cleaning premises

5. Laundry linen and guests clothes

5.1 Laundering linen and guest clothes


LEARNING OUTCOMES

1.1.1 Identify and perform different housekeeping services 1.1.2 Handle housekeeping requests 1.1.3 Advice guests on room and housekeeping equipment 2.1.1 Set-up equipment and trolleys 2.1.2 Access rooms for servicing 2.1.3 Make-up beds 2.1.4 Clean and clear rooms 2.1.5 Clean and store trolleys and equipment 3.1.1 Identify valet services 3.1.2 Perform proper coordination to ensure optimum privacy, security and confidentiality of all guests 3.1.3 Display professional valet standards 3.1.4 Ensure proper handling of guest’s property 4.1.1 Select and use equipment and materials properly for cleaning premises 4.1.2 Comply with occupational; health and safety requirements in preparing dry and wet cleaning agents and chemicals 4.1.3 Identify and explain different cleaning operations, chemicals and treatment of common hazards in the workplace 4.1.4 Dispose garbage and used chemicals properly 4.1.5 Clean wet and dry areas according to enterprise procedures 4.1.6 Maintain and store cleaning equipment and chemicals 5.1.1 Identify types of fabric and laundry equipment 5.1.2 Observe safety practices in handling laundry

NOMINAL DURATION

80 hours

80 hours

80 hours

80 hours

80 hours

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equipment and chemicals 5.1.3 Follow correct procedure in laundering process for guest’s laundry items 5.1.4 Package and store laundry items


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RESOURCES: 

Facilities - Workshop - Laboratory - Audio-visual room - Lecture room - Storage/stock room



Tools - Mops - Brushers - Brooms - Buckets - Dust pans - Garbage receptacles - Sorting baskets/laundry basket - Step ladder - Squeegee - Water hoses - Lint free cleaning cloths - Scrubbing foam - Spray bottle - Anti-static duster - Gloves - Caution signs - Mop squeezer



Accessories - Complete laboratory outfit - Working devices - Padlocks - Keys



Room Supplies - Stationery - Linen (for single bed and double bed - Glassware - Cutlery - Tea - Coffee - Sugar milk - Biscuits - Beds (single) - Bed (queen) - Holy bible




Equipment - Projector screen - Overhead projector - Electric fan - First aid cabinet - Fire extinguisher - Emergency light - Directional signage - Air condition - Telephones - Computers - TV - Video player - Fax machine - Refrigerators - Hairdryer - Alarm clock - Shelving - Cart - Trolley - Coffee maker - Electric kettles electric jugs - Toilet caddy - Carpet sweeper - Vacuum cleaner (dry and wet) - Polisher (electric with complete accessories) - Washer - Dryer

-



Supplies - Papers - Slides - Acetates - Requisition form - Cleaning and sanitizing agents - Herbs - Seasoning and spices - Meat - Vegetables - Poultry - Fruits - Breads and Packaging and labeling supplies - Cooked and un cooked foods - Evaluation forms



Reference - Brochures - Manuals - Charts - Recipe Book - CD’s - Video Tapes - Pictures

Slippers Flashlight Light fittings Mirrors Wardrobes Hangers Ashtrays Variety of linen and clothing items and fabrics Cleaning agents Cleaning detergent

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ASSESSMENT METHODS:     

Individual and group demonstration (Practical application) Written examination Individual report Interviews/questioning Observation

COURSE DELIVERY:             

Group discussion Interaction Lecture Demonstration Plant tour Symposium Individual/group assignment Role-play Simulation Tutorial or self-pace OJT Industry immersion E-learning

QUALIFICATION OF INSTRUCTORS/TRAINERS:    

Must be a holder of NC II Must have undergone training on Training Methodology II (TM II) Must be physically and mentally fit Must have at least 2 years job/industry experience (optional. Only when required by the hiring institution)


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MODULES OF INSTRUCTION BASIC COMPETENCIES HOUSEKEEPING NC II

UNIT OF COMPETENCY :

PARTICIPATE IN WORKPLACE COMMUNICATIONS

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.

NOMINAL DURATION

4 hours

:

QUALIFICATION LEVEL :

NC II

PREREQUISITE

Receive and Respond to workplace Communication. (NCI)

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the students/ trainees must be able to: LO1. Obtain and convey workplace information LO2. Complete relevant work related documents. LO3. Participate in workplace meeting and discussion.


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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

CONDITION: The students/ trainees must be provided with the following:   

Writing materials (pen & paper) References (books) Manuals

METHODOLOGIES:   

Group discussion/interaction Assignment method Competency-based learning materials method

ASSESSMENT METHODS:   

Written test Practical performance test Interview


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LO2. COMPLETE RELEVANT WORK RELATED DOCUMENTS ASSESSMENT CRTERIA: 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 process is used for routine calculations. 4. Errors in recording information on forms. Documents are identified and rectified. 5. Reporting requirements to superior are completed according to enterprise guidelines. CONTENTS:   

Basic mathematics Technical writing Types of forms

CONDITION: The students/trainees must be provided with the following:    

Paper Pencils / ball pen Reference books Manuals


Group discussion/interaction Assignment method Competency-based learning materials method


Written test Practical! performance test Interview


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LO3. PARTICIPATE IN WORKPLACE MEETING AND DISCUSSION ASSESSMENT CRITERIA: 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 establish protocols. 4. Workplace interaction are 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

CONDITION: The students/trainees must be provided with the following:    

Paper Pencils/ball pen References (books) Manuals


Group discussions/interaction Assignment method Competency-based learning materials method


Written test Practical / performance test Interview


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WORK IN A TEAM ENVIRONMENT

MODULE TITLE

WORKING IN A TEAM ENVIRONMENT

:

MODULE DESCRIPTOR :

This module covers the knowledge, skills, and attitudes required in order to relate in a work-based environment.

NOMINAL DURATION

4 hours

:


NC II

PREREQUISITE

TEAMWORK (NC I)

:

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module the students/ trainees must 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 ASSESSMENT CRITERIA: 1. 2. 3. 4. 5.

Role and objective of the team is identified. Team parameters, relationships and responsibilities are identified. Individual role and responsibilities within team environment are identified. Roles and responsibilities of other team are identified and recognized. Reporting relationships within team and external to team are identified.

CONTENTS:    

Team role. Relationship and responsibilities Role and responsibilities with team environment. Relationship within a team.

CONDITION: The students/ trainees must be provided with the following:     

SOP of workplace Job procedures Client / supplier instructions Quality standards Organizational or external personnel


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 ASSESSMENT CRITERIA: 1. 2. 3. 4.

Appropriate forms of communication and interactions are undertaken. Appropriate contributions to complement team activities and objectives ae made. Reporting using standard operating procedures followed. Development of team work plans based from role team is contributed.

CONTENTS:   

Communication process Team structure / team roles Group planning and decision making

CONDITION: The students / trainees must be provided with the following:   

SOP of workplace Job procedures Organization or external personnel


Group discussion/interaction Case studies Simulation


Observation of work activities Observation through simulation or role play Case studies and scenarios.


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PRACTICE CAREER PROFESSIONALISM

MODULE TITLE

PRACTICING CAREER PROFESSIONALISM

:

MODULE DESCRIPTOR :

This module covers the knowledge, skills and attitudes in promoting career growth and advancement, specifically; to integrate personal objectives with organizational goals set and meet work priorities and maintain professional growth and development.

NOMINAL DURATION

5 hours

:


NC II

SUMMARY OF LEARNING OUTCOMES: 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 ASSESSMENT CRITERIA: 1. 2. 3. 4. 5.

Personal growth and work plans towards improving the qualifications set for professionalism are achieved. Intra- and interpersonal relationship in the course of managing oneself based on performance evaluation is maintained. Commitment to the organization and its goal is demonstrated in the performance of duties. Practice of appropriate personal hygiene is observed. Job targets within key result areas are attained.

CONTENTS:    

Personal Development-Social Aspects: Intra and Interpersonal Development Organizational Goals Personal Hygiene and Practices Code of Ethics

CONDITION: The students/ trainees must be provided with the following:     

Workplace Code of Ethics Organizational Goals Hand outs and PD-Social Aspects CD’s, VHS tapes, transparencies

METHODOLOGIES:    

Group discussion/interaction Simulation Demonstration/practical hands-on exercises Competency-based learning materials method


Role play Interview Written examination


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LO2. SET AND MEET WORK PRIORITIES ASSESSMENT CRITERIA: 1. Competing demands to achieve personal, team and organizational goals and objectives are prioritized. 2. Resources are utilized efficiently and effectively to manage work priorities and commitments. 3. Practices and economic use and maintenance of equipment and facilities are followed as per established procedures. 4. Job targets within key result areas are attained. CONTENTS:   

Organizational KRAs Work Values and Ethical Standards Company policies on the use and maintenance of equipment

CONDITION: The students/ trainees must be provided with the following      

Organizational KRA Work values and ethics Company policies and standards Sample job targets Learning Guides CD’s, VHS tapes, transparencies


Group discussion/interaction Structured activity Demonstration/practical hands-on exercises Competency-based learning materials method


Role play Interview Written examination


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LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT ASSESSMENT CRITERIA: 1.

Training and career opportunities relevant to the job requirements are identified and availed. 2. Licenses and/or certifications according to the requirements of the qualifications are acquired and maintained 3. Fundamental rights at work including gender sensitivity are manifested/observed 4. Training and career opportunities based on the requirements of industry are completed and updated. CONTENTS:    

Qualification Standards Gender and Development (GAD) Sensitivity Professionalism in the Workplace List of Professional Licenses

CONDITION: The students/ trainees must be provided with the following:    

Quality Standards GAD handouts CD’s, VHS tapes on Professionalism in the Workplace Professional Licenses samples


Group discussion/interaction Film viewing Role play/simulation


Demonstration Interview Written examination Portfolio assessment


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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 OH & S awareness.

NOMINAL DURATION

5 hours

:


NC II

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainee/student must be able to: . LO1. Identify hazards and risks LO2. Evaluate hazards and risks LO3. Control hazards and risks LO4. Maintain occupational health and safety awareness


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LO1. IDENTIFY HAZARDS AND RISKS ASSESSMENT CRITERIA: 1. 2.

Workplace hazards and risks are identified and clearly explained. Hazards/Risks and its corresponding indicators are identified in with the company procedures. 3. Contingency measures are recognized and established in accordance with organizational procedures. CONTENTS:    

Hazards and risks identification and control Organizational safety and health protocol Threshold limit value (TLV) OHS indicators

CONDITION: The students/ trainees must be provided with the following:         

Workplace PPE Learning Guides Handouts Organizational Safety and Health Protocol OHS Indicators Threshold Limit Value Hazards/Risk Identification and Control CD’s, VHS tapes, transparencies


Group discussion/interaction Simulation Symposium Group dynamics


Situation analysis Interview Practical examination Written examination


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LO2. EVALUATE HAZARDS AND RISKS ASSESSMENT CRITERIA: 1. of maximum tolerable limits are identified based on threshold limit values (TLV) 2. Effects of hazards are determined. 3. OHS issues and concerns are identified in accordance with workplace requirements and relevant workplace OHS legislation. CONTENTS:     

TLV table Phil OHS Standards Effects of hazards in the workplace Ergonomics Employees Compensation Commission (ECC) regulations

CONDITION: The students/trainees must be provided with the following 

 

Handout on - Phil. OHS Standards - Effects of hazards in the workplace - Ergonomics - ECC regulations TLV Table CD’s, VHS tapes, transparencies

METHODOLOGIES:     

Group discussion/interaction Situation analysis Symposium Film viewing Group dynamics


Interview Written examination Simulation


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LO3. CONTROL HAZARDS AND RISKS ASSESSMENT CRITERIA: 1. 2.

OHS procedures for controlling hazards and risk are strictly followed. Procedures in dealing with workplace accidents, fire and emergencies are followed in accordance with the organization’s OHS policies. 3. Personal protective equipment is correctly used in accordance with organization’s OHS procedures and practices. 4. Procedures in providing appropriate assistance in the event of workplace emergencies are identified in line with the established organizational protocol. CONTENTS:      

Safety Regulations Clean Air Act Electrical and Fire Safety Code Waste management Disaster Preparedness and Management Contingency Measures and Procedures

CONDITION:

The students/trainees must be provided with the following: 

 

Handouts 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 CD’s, VHS tapes, transparencies


Group discussion/interaction Symposium Film viewing Group dynamics Self pace


Written Interview Case/situation analysis Simulation


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LO4. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS ASSESSMENT CRITERIA: 1. Procedures in emergency related drill are strictly followed in line with the established organization guidelines and procedures. 2. OHS personal records are filled up in accordance with workplace requirements. 3. PPE are maintained in line with organization guidelines and procedures. CONTENTS:  

Operational health and safety procedure, practices and regulations Emergency-related drills and training

CONDITION: The students/trainees must be provided with the following:     

Workplace PPE OHS personal records CD’s, VHS tapes, transparencies Health record


Group discussion/interaction Simulation Symposium Film viewing Group dynamics


Demonstration Interview Written examination Portfolio assessment


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MODULES OF INSTRUCTION COMMON COMPETENCIES HOUSEKEEPING NC II


DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

MODULE TITLE

:

DEVELOPING AND UPDATING INDUSTRY KNOWLEDGE

MODULE DESCRIPTOR :

This module covers the knowledge, skills and attitudes required to access, increase and update industry knowledge.

NOMINAL DURATION

2 hours

:

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainees/students must be able to: LO1. Identify and access key resources of information on the industry LO2. Access, apply and share industry information LO3. Update continuously relevant industry knowledge


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LO1. IDENTIFY AND ACCESS KEY RESOURCES OF INFORMATION ON THE INDUSTRY ASSESSMENT CRITERIA: 1. Sources of information on the industry are correctly identified and accessed. 2. Specific information on sector of work is accessed and updated. CONTENTS: 

Information sources - Media - Reference book - Libraries - Union - Industry association - Internet - Personal observation

CONDITIONS: The students/trainees must be provided with the following     

Proper hygiene procedure manuals Internet Personal computer Reference book Industry journals


Self paced/modular Demonstration Small group discussion Distance education

ASSESSMENT METHODS  

Written/oral examination Practical demonstration


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LO2. ACCESS, APPLY AND SHARE INDUSTRY INFORMATION ASSESSMENT CRITERIA: 1. Sources of information on the industry are accessed and applied 2. Industry information is correctly applied to day-to-day activity 3. Information to assist effective work performance is obtained CONTENTS:     

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: The students/trainees must be provided with the following    

Industry journals/manuals Internet Personal computer Reference book






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LO3. UPDATE CONTINUOUSLY RELEVANT INDUSTRY KNOWLEDGE ASSESSMENT CRITERIA: 1. Updated knowledge is shared with customer and colleagues 2. Formal and informal research is use to update general knowledge of the industry CONTENTS: 



Information sources - Media - Libraries/reference book - Union/industry association - Internet Legislation that affects the industry

CONDITIONS: The students/trainees must be provided with the following   

Internet Personal computer Reference book






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OBSERVE WORKPLACE HYGIENIC PROCEDURES

MODULE TITLE

OBSERVING WORKPLACE HYGIENIC PROCEDURES

:

MODULE DESCRIPTOR :

This module deals with the knowledge, skills and attitudes in observing workplace hygienic procedures. It also includes following hygienic procedures and identifying and preventing hygienic risks.

NOMINAL DURATION

:

4 hours

QUALIFICATION LEVEL

:

NC II

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainee/student must be able to: LO1. Practice personal grooming and hygiene LO2. Practice safe and hygienic handling, storage and disposal of food, beverage, and materials


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LO1. PRACTICE PERSONAL GROOMING AND HYGIENE ASSESSMENT CRITERIA: 1. Proper hygiene procedures are followed 2. Personal grooming and hygiene are practice regularly CONTENTS:  -

Hygiene procedures Proper hand washing Regular bathing Appropriate and clean clothing Cleaning and sanitizing procedures Personal hygiene

CONDITIONS: The students/trainees must be provided with the following    

Proper hygiene procedure manuals Soap Sanitizer Hygiene products

METHODOLOGIES:    


ASSESSMENT METHODS  



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LO2. PRACTICE SAFE AND HYGIENIC HANDLING, STORAGE AND DISPOSAL OF FOOD, BEVERAGE, AND MATERIALS ASSESSMENT CRITERIA: 1. 2. 3. 4.

Proper handling, storage and disposal of food, beverage, and materials are followed Proper disposal of waste are hygienically practice regularly Proper cleaning procedures

CONTENTS:  -

Hygiene procedures Proper food handling and storage Correct work practices Proper waste disposal Personal hygiene Pest control Principles of HAC

CONDITIONS: The students/trainees must be provided with the following     

Proper hygiene procedure manuals Soap Sanitizer Hygiene products Proper food handling and storage manual






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PERFORM COMPUTER OPERATIONS

MODULE TITLE

PERFORMING COMPUTER OPERATIONS

:

MODULE DESCRIPTION :

This module covers the knowledge, skills and attitudes needed to perform computer operations. This includes inputting, accessing, producing and transferring data using appropriate hardware and software.

SUGGESTED DURATION :

4 hours

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the students/trainees must be able to: LO1. Identify and explain the functions, general features and capabilities of both hardware and software LO2. Prepare and use appropriate hardware and software according to task requirement LO3. Use appropriate devices and procedures to transfer files/data LO4. Produce accurate and complete data according to the requirements LO5. Maintain computer system


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LO1. IDENTIFY AND EXPLAIN THE FUNCTIONS, GENERAL FEATURES AND CAPABILITIES OF BOTH HARDWARE AND SOFTWARE ASSESSMENT CRITERIA: 1. General features of the computer are explained according to sequence of operation. 2. Functions of computer hardware and software are identified and explained. 3. Types of peripheral devices are identified. 4. Connections between computer and peripheral devices are explained. CONTENTS:  Main types of computers and basic features of different operating systems  Main parts of a computer  Storage devices and basic categories of memory  Types of software  Peripheral devices 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 METHODOLOGIES:    

Self-paced/modular Demonstration Small group discussion Distance education

ASSESSMENT METHODS:  Written/oral examination  Practical demonstration  interview


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LO2. PREPARE AND USE APPROPRIATE HARDWARE AND SOFTWARE ACCORDING TO TASK REQUIREMENT ASSESSMENT CRITERIA: 1. Requirements of task are determined. 2. Prepared and used hardware components correctly and according to task requirement. 3. Task is planned to ensure OH & S guidelines and procedures are followed. CONTENTS:  

Basic ergonomics of keyboard and computer use Standard operating procedures in entering and saving data into the computer

 

Storage media Ergonomic guidelines

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



ASSESSMENT METHODS:  CBC Housekeeping NC II

Written/oral examination - 38 -

 


Practical demonstration interview

- 39 -

LO3. USE APPROPRIATE DEVICES AND PROCEDURES TO TRANSFER FILES/DATA ASSESSMENT CRITERIA: 1. Correct program/application is selected based on job requirements 2. Program/application containing the information required is accessed in accordance with the 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: 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






- 40 -



interview


- 41 -

LO4. PRODUCE ACCURATE AND COMPLETE DATA ACCORDING TO THE REQUIREMENTS ASSESSMENT CRITERIA: 1. Entered data is processed using appropriate software commands 2. Printed out data as required using computer hardware/peripheral devices is in accordance with standard operating procedures 3. Transferred files/data 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: 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 METHODOLOGIES:    





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

interview


- 43 -

LO5. MAINTAIN COMPUTER SYSTEM ASSESSMENT CRITERIA: 1. Cleaning, minor maintenance and replacement of consumables are implemented in accordance with standard operating procedures 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: 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 METHODOLOGIES:  Self-paced/modular  Demonstration  Small group discussion ASSESSMENT METHODS  Written/oral examination  Practical demonstration  interview


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PERFORM WORKPLACE AND SAFETY PRACTICES

MODULE TITLE

PERFORMING WORKPLACE AND SAFETY PRACTICES

:

MODULE DESCRIPTOR :

This module covers performing workplace and safety practices also in dealing with emergency situations.

NOMINAL DURATION

:

4 hours

QUALIFICATION LEVEL

:

NC II

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainee/student must be able to: LO1. Practice workplace safety, security and hygiene systems, processes and operation LO2. Responds appropriately to faults, problems and emergency situations LO3: Maintain safe personal presentation standards.


- 45 -

LO1. PRACTICE WORKPLACE SAFETY, SECURITY AND HYGIENE SYSTEMS, PROCESSES AND OPERATION ASSESSMENT CRITERIA: 1. Correct healthy, safety and security procedures are complied in line with the legislation and regulation 2. Correct health, safety and security procedures are followed. 3. Breaches of health, safety and security procedures are identified. CONTENTS:  

Health, safety and security procedures Breaches procedures

CONDITIONS: The trainees/students must be provided with the following:   

Manuals Handbook safety and security Report (sample)






- 46 -

LO2. RESPOND APPROPRIATELY TO FAULTS, PROBLEMS AND EMERGENCY SITUATIONS IN LINE WITH ENTERPRISE GUIDELINES ASSESSMENT CRITERIA: 1. Emergency and potential emergency are recognized and appropriate action are taken 2. Emergency procedures are followed in line with enterprise procedures and guidelines 3. Assistance is sought from colleagues to resolve or respond to emergency situation CONTENTS: 



Emergency procedure - Personal injuries - Fire - Electrocution - Natural calamity - Criminal acts Safe personal presentation standard

CONDITIONS: The trainees/students must be provided with the following:    

Emergency procedure manuals Handbook safety and security Report Emergency drills – instruction/guidelines




Written/oral examination Practical demonstration Observation


- 47 -

LO3. MAINTAIN SAFE PERSONAL PRESENTATION STANDARDS ASSESSMENT CRITERIA: 1. Safe personal standards are identified and followed in line with enterprise requirements CONTENTS:     

Proper use of personal protective equipment Waste management Pollution control Effect of pollution Types of pollutants

CONDITIONS: The trainees/students must be provided with the following:    

Modules Reference book Guidelines on waste disposal Flyers/brochures



ASSESSMENT METHODS   

Written/oral examination Practical demonstration Observation


- 48 -


PROVIDE EFFECTIVE CUSTOMER SERVICES

MODULE TITLE

PROVIDING EFFECTIVE CUSTOMER SERVICES

:

MODULE DESCRIPTOR :

This module deals with the knowledge, skills and attitudes in providing effective customer services. It includes greeting customers, identifying customer needs, delivering service to customers, handling queries through telephone, fax machine, Internet, e-mail, SMS and handling complaints evaluation and recommendations.

NOMINAL DURATION

:

4 hours.

QUALIFICATION LEVEL

:

NC II

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainee/student must be able to: LO1. Apply effective verbal and non-verbal communication skills to respond to customer needs LO2. Provide prompt and quality service to customer LO3. Handle queries promptly and correctly in line with enterprise procedures LO4. Handle customer complaints, evaluation and recommendations


- 49 -

LO1. APPLY EFFECTIVE VERBAL AND NON-VERBAL COMMUNICATION SKILLS TO RESPOND TO CUSTOMER NEEDS ASSESSMENT CRITERIA: 1. Standard Operating Procedures (SOP) when greeting the guest are followed 2. Information are properly disseminated 3. Use interactive communication with others CONTENTS:   

Personality development and public relations Basic oral communication/ writing memos and letters Preparing job documentation - Following instructions - Filling-out forms

CONDITIONS: The trainees/students must be provided with the following: Tools

   

Recorder Microphone Full-body mirror Company dress

Equipment

  

Video camera recorder Television VHS/DVD Player

Materials

    

V8 tape CD Make=up kit References: Books, brochures, manuals


Modular (self-pace learning) Electronic learning Industry immersion Demonstration Film-viewing


Interview (oral/questionnaire) Observation Demonstration of practical skills


- 50 -

LO2.

PROVIDE PROMPT AND QUALITY SERVICE TO CUSTOMER

ASSESSMENT CRITERIA: 1. Customer needs are assessed according to relationships between food and religion, gender, folkways, mores and life-cycle 2. Communication standards in customer service are followed 3. Identified opportunities to enhance the quality of services and products are implemented 4. Time management CONTENTS:   

Food and culture Exploration of food trends - Past, present and future trend Communication standards in customer service


   


Equipment

  

Video Camera recorder Television VHS/DVD Player

Materials

    







- 51 -

LO3. HANDLE QUERIES PROMPTLY AND CORRECTLY IN LINE WITH ENTERPRISE PROCEDURES ASSESSMENT CRITERIA: 1. Applied telephone ethics 2. Applied correct procedure in using telephone, fax machine and internet 3. Daily report is accomplished according to company rules and regulations CONTENTS:   

Uses of telephone, fax machine, internet and e-mail Telephone and electronic mail ethics Procedures in handling queries


   


Equipment

    

Video Camera recorder Television VHS/DVD Player Fax machine Computer with printer and internet connection

Materials

    







- 52 -

LO4. HANDLE CUSTOMER COMPLAINTS, EVALUATION AND RECOMMENDATIONS ASSESSMENT CRITERIA: 1. 2. 3. 4.

Interview skills Skills in handling customer complaints Guidelines in handling complaints are identified Complaints are evaluated and resolved based on its nature, details and degree of liability

CONTENTS:  

Guidelines in handling complaints Procedures in responding and resolving complaints


   


Equipment

    

Video Camera recorder Television VHS/DVD Player Fax machine Computer with printer and internet connection

Materials

    







- 53 -

MODULES OF INSTRUCTION CORE COMPETENCIES HOUSEKEEPING NC II


PROVIDE HOUSEKEEPING SERVICES TO GUEST

MODULE TITLE

:

PROVIDING HOUSEKEEPING SERVICES TO GUEST

MODULE DESCRIPTOR :

This module covers the knowledge, skills and attitude in providing general housekeeping services to guest.

NOMINAL DURATION

80 hours

:


NC II

SUMAMRY OF LEARNING OUTCOMES: Upon completion of this module, the trainee/ student must be able to: LO1. Identify and perform different housekeeping services LO2. Handle housekeeping requests LO3. Advice guests on room and housekeeping equipment


- 55 -

LO1. IDENTIFY AND PERFORM DIFFERENT HOUSEKEEPING SERVICES ASSESSMENT CRITERIA: 1. Guest arrival list and guest history are reviewed based on guest folio. 2. Guest is greeted and acknowledged by use of name whenever possible. 3. Upselling and selling techniques are prepared in accordance with industry policy and procedure 4. Guests are courteously advised on correct usage of equipment 5. Malfunctions are promptly reported in accordance with Standard Operating Procedures, and where possible, alternative arrangements are made to meet guest needs. 6. A collection time for requested equipment is agreed upon where appropriate. 7. Coordination with other department is done in accordance with hotel’s organizational structure and its function. 8. Guest requests are noted and coordinated with other department concerned CONTENTS:       

Hotel codes and regulations Interpersonal skills: Communication and listening Skills Upselling and selling techniques Basic operational skills on facilities and equipment Personal hygiene Hotel organization structure: departments and its functions “Rank and File” Preparing requisitions for maintenance services

CONDITIONS: Student/ trainee must be provided with the following:    

Tools Tapes Brochures/ manuals Guest folio, guest list caution signs

        


Equipment Telephone Computer Shower (with hot and cold) refrigerator electric fan air conditioning unit shelves alarm clock television and video player

   

Materials/ Supplies Pen and paper Housekeeping/ FO forms operating manuals room supplies and amenities

- 56 -

METHODOLOLGIES:      

Modular (self-paced) Electronic learning Industry Immersion Film viewing Demonstration Discussion


Interview (oral/ questionnaire) Observation Demonstration of Practical Skills Written examination


- 57 -

LO2. HANDLE HOUSEKEEPING REQUESTS ASSESSMENT CRITERIA: 1. Requests are handles in a polite and friendly manner in accordance with the establishment’s customer service standards and security procedures. 2. Guest is acknowledged by use of name whenever possible 3. Details of requests made are confirmed and noted in accordance with industry procedures 4. Appropriate apologies are made when requests has arisen from breakdown in room service 5. Timeliness fro meting requests are agreed upon with guests 6. Requested items are promptly located and delivered within agreed timeframes. 7. Items for pick-up are collected within agreed timeframes CONTENTS:     

Housekeeping and Front Office forms Codes and regulations Handle queries through telephone, fax machine, internet and e-mail Interpersonal skills: Communication and listening skills Upselling and selling techniques

CONDITIONS: Student/ trainee must be provided with the following:            

Tools brooms squeegees dust pans rugs for various purposes toilet bowl brush toilet pump gloves mop squeezer step ladder buckets sorting baskets brushes

             


Equipment Telephone Computer guest room (complete and operational laboratory) refrigerator electric fan air conditioning unit shelves alarm clock television and video player vacuum cleaners carpet sweeper baby’s crib roll-away beds/ cots caddy/ trolley

      

Materials/ Supplies Pen and paper Housekeeping/ FO forms operating manuals room supplies and amenities brochures and rates cleaning chemicals first aid kit

- 58 -

METHODOLOGIES:      





- 59 -


PREPARE ROOMS FOR GUESTS

MODULE TITLE

PREPARING ROOMS FOR GUESTS

:

MODULE DESCRIPTION :

This module deals with the knowledge and skills required in cleaning and preparing room for guests according to industry standards.

NOMINAL DURATION

80 hours

:


NC II

SUMMARY 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


- 60 -

LO1. SET-UP EQUIPMENT AND TROLLEYS ASSESSMENT CRITERIA: 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

CONDITIONS: Student/ trainee must be provided with the following:


- 61 -

                

Tools brooms squeegees dust pans rugs for various purposes toilet bowl brush toilet pump rubber gloves mop squeezer step ladder buckets sorting baskets brushes dish sponge spray bottles cob web removers apron water hose


                 

Equipment Telephone Computer guest room (complete and operational laboratory) refrigerator electric fan air conditioning unit shelves alarm clock television and video player vacuum cleaners carpet sweeper baby’s crib roll-away beds/ cots caddy/ trolley sofa tables cabinets floor polisher

                 

Materials/ Supplies Pen and paper Housekeeping/ FO forms operating manuals room supplies and amenities brochures and rates cleaning chemicals first aid kit water detergents drop sheets/ rubber mats sanitizing agents small towels garbage bags air freshener disinfectants lint free clothes solvents scouring pads

- 62 -






- 63 -

LO2. ACCESS ROOMS FOR SERVICING ASSESSMENT CRITERIA:  

Rooms requiring service are correctly identified based on information supplied to housekeeping staff. 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

CONDITIONS: Student/ trainee must be provided with the following: 

Tools Housekeeping reports and endorsements

 

Equipment Telephone Computer

   

Materials/ Supplies Pen and paper Housekeeping/ FO forms brochures/ rates Standard room amenities






- 64 -

LO3. MAKE UP BEDS ASSESSMENT CRITERIA: 1. Beds and matrices 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 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

CONDITIONS: Student/ trainee must be provided with the following:        

Tools lamp shade pillows pillow cases bed sheets trash can/ garbage bin blankets mirror bed cover

   

Equipment bed dresser table chair

  

Materials/ Supplies tissue trash bin /garbage linens






- 65 -

LO4. CLEAN AND CLEAR ROOMS ASSESSMENT CRITERIA: 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 these 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 a. occupied/vacant b. ceilings and floorings c. lanai area d. furniture and fixtures e. 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


- 66 -

CONDITIONS: Student/ trainee must be provided with the following:                  

Tools brooms squeegees dust pans rugs for various purposes toilet bowl brush toilet pump rubber gloves mop squeezer step ladder buckets sorting baskets brushes dish sponge spray bottles cob web removers apron water hose damp cloth

                 


                  

Materials/ Supplies Pen and paper Housekeeping/ FO forms operating manuals room supplies and amenities brochures and rates cleaning chemicals first aid kit water detergents drop sheets/ rubber mats sanitizing agents small towels garbage bags air freshener disinfectants lint free clothes solvents scouring pads insecticide/ pesticide






- 67 -

LO5. CLEAN AND STORE TROLLEYS AND EQUIPMENT ASSESSMENT CRITERIA: 1. Trolleys and equipment are cleaned after use in accordance with 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.

CONDITIONS: Student/ trainee must be provided with the following:                  

Tools brooms squeegees dust pans rugs for various purposes toilet bowl brush toilet pump rubber gloves mop squeezer step ladder buckets sorting baskets brushes dish sponge spray bottles cob web removers apron water hose damp cloth


                 


                  

Materials/ Supplies Pen and paper Housekeeping/ FO forms operating manuals room supplies and amenities brochures and rates cleaning chemicals first aid kit water detergents drop sheets/ rubber mats sanitizing agents small towels garbage bags air freshener disinfectants lint free clothes solvents scouring pads insecticide/ pesticide - 68 -






- 69 -


PROVIDE VALET/BUTLER SERVICE

MODULE TITLE

PROVIDING VALET SERVICE

:

MODULE DESCRIPTOR :

This module covers the basic knowledge, skills and attitude required for valet service providers in a commercial accommodation establishment. Experienced staff with sound organization and interpersonal skills generally undertake this role.

NOMINAL DURATION

:

80 hours

QUALIFICATION LEVEL

:

NC II

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainee/ student must be able to: LO1. Identify valet services LO2. Perform proper coordination to ensure optimum privacy, security and confidentiality of all guests. LO3. Display professional valet standards LO4. Ensure proper handling of guest’s property.


- 70 -

LO1. IDENTIFY VALET SERVICES ASSESSMENT CRITERIA: 1. Identify services required or preferred by guests in accordance with establishment procedures. 2. Establishes rapport and goodwill with guests through oral/ written communication. CONTENTS:   



Basic roles of valet service within Philippine hospitality industry. Building guest rapport through oral and written communication Procedures in performing valet services: a. Picking- up laundry b. Checking laundry for possible damages c. Sorting, endorsing and delivery of laundry Procedures in keeping laundry area clean in accordance with establishment standards.

CONDITIONS: Student/ trainee must be provided with the following:   

Tools Caddy/ trolley laundry basket labeler

 

Equipment luggage carrier sorting shelves

  

Materials/ Supplies pen and paper tags housekeeping forms

METHODOLOGIES:       

Modular (self-paced) E- Learning Demonstration Discussion Industry tour Industry Immersion Film viewing


Observation Interview Written examination Demonstration of practical skills


- 71 -

LO2. PERFORM PROPER COORDINATION TO ENSURE OPTIMUM PRIVACY, SECURITY AND CONFIDENTIALITY OF ALL GUESTS ASSESSMENT CRITERIA: 1. Coordinate with rooms keeping supervisor for the delivery of processed items in accordance with establishment Standard Operating Procedures. 2. Coordinate with Front Office/ Housekeeping in accordance with Standard Operating Procedures. 3. Inform laundry office of his whereabouts in case of need for his service. 4. Coordinate with sorter/ marker about special instructions of guest. 5. Checking laundry items for damages and inform guest immediately if there are. CONTENTS:     

Organizational chart of the housekeeping department Prepare reports and endorsements of valet service provider Procedure of sorting and marking of laundry items. Checking laundry condition Delivery of laundry and luggage to guest room.



- 72 -

  

Tools Caddy/ trolley laundry basket labeler

    

Equipment luggage carrier sorting shelves washing machine drying machine dry-washing equipment

      

Materials/ Supplies pen and paper tags housekeeping forms organizational chart laundry supplies laundry items laundry report forms






- 73 -

LO3. DISPLAY PROFESSIONAL VALET STANDARDS ASSESSMENT CRITERIA: 1. Rapport is established and feeling s of goodwill are 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 lists and details, and basic customer preference profiles. Communication phrases of valet service provider with guest in accordance with establishment standards Personality development: Grooming and personal hygiene

CONDITIONS: Student/ trainee must be provided with the following: 

Records/ profiles of guests






- 74 -

LO4. CARE FOR GUEST PROPERTY ASSESSMENT CRITERIA: 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 regarding guest property and activities is maintained in accordance with legal and ethical standards. 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.



- 75 -

 

Tools shoe brush cleaning rags

    

Equipment luggage carrier flat iron steam pressers ironing board cabinets

   

Materials/ Supplies cleaning agents needles and threads pen and paper guest folio






- 76 -


CLEAN PREMISES

MODULE TITLE

CLEANING PREMISES

:

MODULE DESCRIPTOR :

This module covers the knowledge, skills and attitudes required in cleaning premises of an accommodation industry. It includes selection and set-up of equipment and materials; cleaning of both wet and dry areas; and maintenance of cleaning equipment and materials.

NOMINAL DURATION

:

80 hours

QUALIFICATION LEVEL

:

NC II

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainee/ student must be able to: LO1. Select and use equipment and materials properly for cleaning premises. LO2. Comply with occupational; health and safety requirements in preparing dry and wet cleaning agents and chemicals LO3. Identify and explain different cleaning operations, chemicals and treatment of common hazards in the workplace LO4. Dispose garbage and used chemicals properly LO5. Clean wet and dry areas according to enterprise procedures LO6. Maintain and store cleaning equipment and chemicals


- 77 -

LO1. SELECT AND USE EQUIPEMNT AND MATERIALS PROPERLY FOR CLEANING PREMISES ASSESSMENT CRITERIA: 1. Equipment are selected according to type of cleaning to be undertaken 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. CONDITONS: Student/ trainee must be provided with the following:         

Tools Waterproof clothing and footwear Jackets Apron Mops, brooms, brushes Overalls Pans Garbage receptacles Buckets Headwear

 

Equipment Vacuum cleaners Polisher/ scrubbers

    

Materials/ Supplies cleaning agents and chemicals goggles and masks dusters dust pans garbage bags

METHODOLOGIES:  Modular (self-paced)  E- Learning  Demonstration  Discussion  Industry tour  Industry Immersion  Film viewing ASSESSMENT METHODS:  Observation  Interview  Written examination  Demonstration of practical skills CBC Housekeeping NC II

- 78 -

LO2. COMPLY WITH OCCUPATIONAL HEALTH AND SAFETY REQUIREMENTS IN PREPARING DRY AND WET CLEANING AGENTS AND CHEMICALS ASSESSMENT CRITERIA: 1. Occupational health and safety requirements are complied with 2. Equipment are checked if clean and in safe working conditions prior to use 3. Appropriate use of protective clothing is observed. CONTENTS:    

Policies and procedures related to cleaning operations and disposal of used chemicals in accordance with establishment operating standards Security procedures of establishment Laws on general workplace safety, hazardous substances and manual handling and storage requirements Checking safety and working condition of cleaning equipment in accordance with manufacturer’s instructions and establishment procedures



- 79 -

        

Tools Waterproof clothing and footwear Jackets Apron Mops, brooms, brushes Overalls Pans Garbage receptacles Buckets Headwear

 


      

Materials/ Supplies cleaning agents and chemicals goggles and masks dusters dust pans garbage bags Mixing formula Policies and laws on general workplace safety


Modular (self-paced) Electronic learning Demonstration Discussion Industry tour Industry Immersion Film viewing




- 80 -

LO3. IDENTIFY AND EXPLAIN DIFFERENT CLEANING OPERATIONS, CHEMICALS AND TREATMENT OF COMMON HAZARDS ASSESSMENT CRITERIA: 1. Possible customer inconvenience is considered when scheduling and performing cleaning task. 2. Wet and dry areas are prepared to be cleaned and hazards are identified 3. Cleaning agents or chemicals are selected for specific areas in accordance with manufacturer’s recommendations, safety procedures and establishment policies and procedures. 4. Equipment is used correctly and safely in accordance with manufacturer’s recommendations. CONTENTS:   

Identifying possible inconveniences and hazards at work area. Cleaning task is scheduled and performed in accordance with customer convenience and establishment policies. Procedure in cleaning operations for specific areas: - bathrooms - balconies, private lounge areas, public areas - kitchen - function rooms - storage areas



- 81 -

         

Tools Waterproof clothing and footwear Jackets Apron Mops, brooms, brushes Overalls Pans Garbage receptacles Buckets Headwear signs and advisories

 


     

Materials/ Supplies operating manuals and brochures goggles and masks dusters dust pans garbage bags disinfectants






- 82 -

LO4. DISPOSE GARBAGE AND USED CHEMICALS PROPERLY ASSESSMENT CRITERION: 1. Garbage and used chemicals are disposed of in accordance with hygiene, safety and environmental legislation requirements. CONTENTS:  

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

CONDITIONS: Student/ trainee must be provided with the following:  

Tools garbage receptacles garbage bin/ trash can

Equipment   

Materials/ Supplies manuals and brochures garbage bags safety and environment legislation policies






- 83 -

LO5. CLEAN WET AND DRY AREAS ASSESSMENT CRITERIA: 1. Wet and dry areas cleaned in accordance with establishment standard operating procedure. 2. Cleaning agents or chemicals are selected and applied for specific areas in accordance with manufacturer’s recommendations, safety procedures and establishment policies and procedures. 3. Work area is barricaded or warning signs are placed, as appropriate, to reduce risk to colleagues and customers CONTENTS:  Procedures in cleaning public bathrooms  Procedures in Cleaning public areas (internal and external), private lounge areas and balconies  Procedure in cleaning function rooms  Procedure in cleaning kitchen  Cleaning storage areas CONDITIONS: Student/ trainee must be provided with the following:


- 84 -

          

Tools Waterproof clothing and footwear Jackets Apron Mops, brooms, brushes Overalls Pans Garbage receptacles Buckets Headwear Signs and advisories Squeegees

  

Equipment Vacuum cleaners Polisher/ scrubbers Carpet sweepers

            

Materials/ Supplies Operating manuals and brochures Goggles and masks Dusters Dust pans Garbage bags Disinfectants Cleaning agents Detergents Deodorizers Furniture and fixture cleaners/ polishers General spot cleaning agent Glass cleaners Deodorizers

METHODOLOGIES:  Modular (self-paced)  Electronic learning  Demonstration  Discussion  Industry tour  Industry Immersion  Film viewing ASSESSMENT METHODS:  Observation  Interview  Written examination  Demonstration of practical skills


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LO6. MAINTAIN AND STORE CLEANING EQUIPMENT AND CHEMICALS ASSESSMENT CRITERIA: 1. Equipment are cleaned after sue in accordance with enterprise requirements and manufacturer’s instructions. 2. Routine maintenance is carried out or arranged in accordance with enterprise procedures 3. Faults are identified and reported in accordance with establishment procedures 4. Equipment are stored in the designated area and in a condition ready for re-use. 5. Chemicals are stored 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

CONDITIONS: Student/ trainee must be provided with the following:           

Tools Waterproof clothing and footwear Jackets Apron Mops, brooms, brushes Overalls Pans Garbage receptacles Buckets Headwear Signs and advisories Squeegees

  

Equipment Vacuum cleaners Polisher/ scrubbers Carpet sweepers

            


Materials/ Supplies Operating manuals and brochures Goggles and masks Dusters Dust pans Garbage bags Disinfectants Cleaning agents Detergents Deodorizers Furniture and fixture cleaners/ polishers General spot cleaning agent Glass cleaners Deodorizers

- 86 -






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LAUNDRY LINEN AND GUEST CLOTHES

MODULE TITLE

LAUNDERING LINEN AND GUEST CLOTHES

:

MODULE DESCRIPTOR :

This module covers basic knowledge, skills and attitudes required in washing and ironing clothes and linen. It includes checking and sorting; removing stains; preparing washing equipment and supplies, laundry process and maintenance of laundry area and equipment.

NOMINAL DURATION

80 hours

:


NC II

SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainee/ student must be able to: LO1. Identify types of fabric and laundry equipment LO2. Observe safety practices in handling laundry equipment and chemicals LO3. Follow correct procedure in laundering process for guest’s laundry items LO4. Package and store laundry items


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LO1. IDENTIFY TYPES OF FABRIC AND LAUNDRY EQUIPMENT ASSESSMENT CRITERIA: 1. Items are correctly sorted according to the cleaning process required and the urgency of the item 2. Laundry methods are correctly selected in accordance with textile labeling codes and based on: a. type of fabric and fiber b. dye fastness c. amount of soilage d. washing instructions 3. Laundry equipment is properly operated in accordance with manufacturer’s instructions CONTENTS:        

Types of fibers and fabrics Laundry 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



CONDITIONS:

Student/ trainee must be provided with the following:        

Tools fiber/ fabric samples different linens and laundry items Labeler hangers laundry baskets wash basin Bucket water hose

      

Equipment washing machine drying machine dry-cleaning machine flat iron steam pressers ironing board sorting shelves

         


Materials/ Supplies Operating manuals and brochures pen and paper bleaching agent stain removing agent fabric softeners sanitizing agent All purpose cleaning agent cleaning solution detergents (liquid, powder) report forms

- 89 -






- 90 -

LO2. OBSERVE SAFETY PRACTICES IN HANDLING LAUNDRY EQUIPMENT AND CHEMICALS ASSESSMENT CRITERIA: 1. Laundry methods are correctly selected in accordance with textile labeling codes and based on: a. type of fabric and fiber b. dye fastness c. amount of soilage d. washing instructions 2. Items for laundering are checked for stains and stains are treated using the correct process 3. Cleaning agents and chemicals are correctly used in accordance with manufacturer’s instructions and specific laundry equipment 4. Laundry equipment is operated in accordance with manufacturer’s instructions 5. Items are checked after laundering process to ensure quality cleaning 6. Any damage arising from laundering process is recorded and appropriate person(s) is/are notified in accordance with establishment procedures 7. Pressing and finishing processes are correctly completed in accordance with textile characteristics and client requirements CONTENTS:  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 CONDITIONS: Student/ trainee must be provided with the following:


- 91 -

       

Tools fiber/ fabric samples different linens and laundry items Labeler hangers laundry baskets wash basin Bucket water hose

      

Equipment washing machine drying machine dry-cleaning machine flat iron Steam pressers ironing board sorting shelves

         


Materials/ Supplies Operating manuals and brochures pen and paper bleaching agent stain removing agent fabric softeners sanitizing agent All purpose cleaning agent cleaning solution detergents (liquid, powder) report forms

- 92 -






- 93 -

LO3. PACKAGE AND STORE LAUNDRY ITEMS ASSESSMENT CRITERIA: 1. Guest laundry is packaged and presented in accordance with establishment standards and procedures 2. Finished items are returned to guest in accordance with required timeframes 3. Processed guest laundry are stored where required, according to guest requests or where return to guest is not possible CONTENTS:    

Procedures in packaging and presenting guest laundry Procedures in storing guest laundry in accordance with establishment standards or guest request Delivery of laundry items Basic housekeeping phraseologies

CONDITIONS: Student/ trainee must be provided with the following:    

Tools different linens and laundry items labeler hangers laundry baskets

   

Equipment flat iron  steam pressers  ironing board sorting shelves

Materials/ Supplies report forms pen and paper






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What is Competency-Based Curriculum (CBC) 

A competency-based curriculum is a framework or guide for the subsequent detailed development of competencies, associated methodologies, training and assessment resources.



The CBC specifies the outcomes which are consistent with the requirements of the workplace as agreed through the industry or community consultations.



CBC can be developed immediately when competency standards exist.



When competency standards do not exist, curriculum developers need to clearly define the learning outcomes to be attained. The standard of performance required must be appropriate to industry and occupational needs through the industry/enterprise or specified client group consultations.

These materials are available in both printed and electronic copies. For more information please : Technical Education and Skills Development Authority (TESDA) Telephone Nos.: 893-8281, 817-4076 to 82 loc. 611, 630, 631 and 635 or visit our website: www.tesda.gov.ph or the TESDA Regional or Provincial Office nearest you.

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