Competency-based curriculum for housekeeping NC II

COMPETENCY-BASED
CURRICULUM
Sector:
Tourism (Hotel and Restaurant)

Qualification:
HOUSEKEEPING NC II
TECHNICAL EDUCATION AND SKILLS DEVELOPMENT
AUTHORITY
East Service Road, South Superhighway, Taguig City, Metro Manila
[1]
TR HOUSEKEEPING NCII Promulgated December 2013
TABLE OF CONTENTS
Page
A...COURSE DESIGN.......................................................................................1-19
B. MODULES OF INSTRUCTION..................................................................20-98
Basic Competencies................................................................................21-36
o Participating in workplace communication
o Working in a team environment
o Observing Gender Sensitivity in the workplace
o Practicing career professionalism
o Demonstrate work values and gender sensitivity
o Practicing occupational health and safety procedures
o Practicing basic housekeeping procedures
Common Competencies........................................................................38 - 62
o Developing and updating industry knowledge
o Observing workplace hygiene procedures
o Performing computer operations
o Performing workplace and safety practices
o Providing effective customer service
Core Competencies...............................................................................64 - 98
o Providing Housekeeping Services to Guest
o Clean and prepare rooms for guests
o Providing Valet/Butler Service
o Laundering Linen and Guest Clothes
o Cleaning Public areas, facilities and equipment
o Deal with/handle intoxicated guests
[2]
COURSE DESIGN
COURSE TITLE : HOUSEKEEPING
NOMINAL DURATION : 465 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
SUMMARY OF LEARNING OUTCOMES :
Upon completion of this course students/trainees will be able to:
1. Obtain and convey workplace information

2. Complete relevant work related documents
3. Participate in workplace meeting and discussion
4. Describe and identify team role and responsibility in a team
5. Describe work as a team member
6. Discuss the differences between sex and gender
7. Discuss gender identity and sexual orientation
8. Analyze the different manifestation of gender inequality in TVET and in society
9. Discuss gender and right based approach to sexual and reproductive health
including HIV-AIDS awareness and prevention.
10. Integrate personal objectives with organizational goals
11. Set and meet work priorities
12. Maintain professional growth and development
13. Describe the purpose of work
14. Identify and deal with ethical problems
15. Apply work values and gender sensitivity
16. Maintain integrity of conduct in the workplace
17. Evaluate hazard and risks control hazards and risks
18. Maintain occupational health and safety awareness
19. Sort and remove unnecessary items
20. Arrange items
21. Maintain work areas, tools and equipment
22. Follow standardized work process and procedures
23. Perform work spontaneously
24. Identify and access key source of information on the industry
25. Access, apply and share industry information
26. Update continuously relevant industry knowledge
27. Practice personal grooming and hygiene
28. Practice safe and hygienic handling, storage and disposal of food, beverage and
materials
29. Identify and explain the functions, general features and capabilities of both
hardware and software
30. Prepare and use appropriate hardware and software
CBC HOUSEKEEPING NCII Promulgated March 2005

ENTRY REQUIREMENTS:
Candidate/trainee must be any of the following:

Can communicate both oral and written
Good moral character
Physically and mentally fit
[4]
Nominal
Units of Competency Module Title Learning Outcomes Duratio
n
1. Participate in 1.1 Participating in 1.1.1 Obtain and convey workplace
workplace workplace information.
communication communication 1.1.2 Complete relevant work related
documents.
5.5 hours
1.1.3 Participate in workplace meeting
and discussion applying gender-
fair language.
2. Work in a team 2.1 Working in a team 2.1.1 Describe and identify team role
environment environment and scope, identify individual role
and responsibilities within a team.
5 hours
2.1.2 Describe and work as a team
member.
Observing Gender 2.1.3 Discuss the differences between

Sensitivity in the sex and gender.
workplace 2.1.4 Discuss gender identity and
sexual orientation
2.1.5 Analyze the different
manifestation of gender inequality
12 hours
in TVET and in society.
2.1.6 Discuss gender and rights based
approach to sexual and
reproductive health including HIV-
AIDS awareness and prevention.
3. Practice career 3.1 Practicing career 3.1.1 Integrate personal objectives with
professionalism professionalism organizational goals.
3.1.2 Set and meet work priorities.
5.5 hours
3.1.3 Maintain professional growth and
development.
3.2 Demonstrating 3.1.4 Describe the purpose of work.

work values and 3.1.5 Identify and deal with ethical
gender sensitivity problems
3.1.6 Apply work values and gender
8 hours
sensitivity.
3.1.7 Maintain integrity of conduct in the
workplace.
4. Practice 4.1 Practicing 4.1.1 Evaluate hazard and risks

occupational occupational 4.1.2 Control hazards and risks
health and safety health and safety 4.1.3 Maintain occupational health and 6 hours
procedures procedure safety awareness
4.2 Practicing 4.1.4 Sort and remove unnecessary

occupational health items
and safety 4.1.5 Arrange items
procedure 4.1.6 Maintain work areas, tools and
equipment 5 hours
4.1.7 Follow standardized work process
and procedures
4.1.8 Perform work spontaneously
BASIC COMPETENCIES
(47 hours)
COMMON COMPETENCIES
(18 hours)
[5]
Units of Nominal
Module Title Learning Outcomes
Competency Duration
1. Develop and 1.1 Dev 1.1.1 Identify and access key
update industry eloping and sources of information on the
knowledge update industry industry
knowledge 1.1.2 Access, apply and share 2 hours
industry information
1.1.3 Update continuously relevant
industry knowledge
2. Observe 2.1 Obs 2.1.1 Practice personal grooming
workplace erving and hygiene
hygiene workplace 2.1.2 Practice safe and hygienic 2 hours
procedures hygiene handling, storage and disposal of
procedures food, beverage and materials
3. Perform 3.1 Perf 3.1.1 Identify and explain the functions,
computer orming general features and capabilities
operations computer of both hardware and software
operations 3.1.2 Prepare and use appropriate
hardware and software according
to task requirement
6 hours
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. Perform 4.1 Perf 4.1.1 Practice workplace safety,
workplace and orming security and hygiene systems,
safety practices workplace and processes and operations
safety 4.1.2 Respond appropriately to faults,
practices problems and emergency 2 hours
situations in line with enterprise
guidelines
4.1.3 Maintain safe personal
presentation standards
5. Provide 5.1 Provi 5.1.1 Apply effective verbal and non-
effective ding effective verbal communication skills to
customer customer respond to customer needs
service service 5.1.2 Provide prompt and quality
service to customer
5.1.3 Handle queries promptly and
correctly in line with enterprise
procedures
5.1.4 Handle customer complaints, 6 hours
evaluation and recommendations
5.1.5 Provide prompt and quality
service to customer
5.1.6 Handle queries promptly and
correctly in line with enterprise
procedures
5.1.7 Handle customers complaints,
evaluation and recommendations
CORE COMPETENCIES
(400 Hrs.)
[6]
UNIT OF NOMINAL
MODULE TITLE MODULE CONTENT
COMPETENCY DURATION
1. Provide 1.1 Providing 1. Identify and perform different
housekeeping housekeeping services housekeeping services
services to guest to guest 50
2. Follow the correct procedures in
handling housekeeping requests
2. Prepare rooms for 2.1 Preparing rooms for 1. Identify the correct chemicals,
guests guests equipment and procedures for
cleaning the room
2. Follow enterprise procedures and
standards in presenting guest
rooms
3. Set up equipment and trolleys
property
4. Follow the correct procedure in 150
accessing rooms for servicing
5. Follow correct procedure in
making up beds
6. Follow correct procedure in
cleaning rooms
7. Follow the correct procedure in
cleaning and storing trolleys and
equipment
3. Provide Valet/Butler 3.1 Providing Valet/Butler 1. Identify valet/butler services
Service Service 2. Proper coordination to ensure
optimum privacy, security and
confidentially of all guests
3. Display professional valet 50
standards
4. Ensure proper handling of guests
property
4. Laundry Linen and 4.1 Laundering and guest 1. identify types of fabric and
guest clothes clothes laundry equipment
2. observe safety practices in
handling laundry equipment and
chemicals 50
3. follow correct procedure in
laundering process for guests
laundry items
4. package and store laundry items
5. Clean Premises 5.1 Cleaning Premises 1. select and use equipment and
materials properly for cleaning
premises
2. comply with occupational health
and safety requirements in
preparing dry and wet cleaning
agents and chemicals
3. identify and explain different 100
cleaning operations, chemicals
and treatment of common
hazards
4. disposes garbage and used
chemical properly
5. maintain and store cleaning
equipment and chemicals
400 hrs
[7]
COMPETENCY ANALYSIS
This table describe the number of modules develop in a particular unit of competency.
Unit of Competency No. of modules Total

A. Basic
1. Participate in workplace communication 1 4
2. Work in a team environment 1
3. Practice career professionalism 1
4. Practice occupational health and safety procedures 1
B. Common
1. Develop and update industry knowledge 1 5
2. Observe workplace hygiene procedures 1
3. Perform computer operations 1
4. Perform workplace and safety practices 1
5. Provide effective customer service 1
C. Core
1. Provide housekeeping services to guest 1 5
2. Prepare rooms for guest 1
3. Clean premises 1
4. Provide valet service 1
5. Launder linen and guest clothes 1
ASSESSMENT METHOD
Individual and group demonstration (Practical application)
Written examination
Individual report
COURSE DELIVERY (METHODOLOGY)

Group Discussion
Demonstration
Film Viewing
Modular instruction
Practical application
Reporting
Industry immersion
E-learning
RESOURCES
Facilities
Workshop
Laboratory
Audio-visual room
Lecture room
Storage/stock room
Equipment
Projector screen
Overhead projector
Electric fan
First aid cabinet
[8]
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
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
Supplies
Papers
Slides
Acetates
Requisition form
Cleaning and sanitizing agents
Herbs
Seasoning and spices
[9]
Meat
Vegetables
Poultry
Fruits
Breads and Packaging and labeling supplies
Cooked and un cooked foods
Evaluation forms
Room Supplies
Stationery
Linen (for single bed and double bed
Glassware
Cutlery
Tea
Coffee
Sugar milk
Biscuits
Beds (single)
Bed (queen)
Holy bible
Slippers
Flashlight
Light fittings
Mirrors
Wardrobes
Hangers
Ashtrays
Variety of linen and clothing items and fabrics
Cleaning agents
Cleaning detergent
Accessories
Complete laboratory outfit
Working devices
Padlocks
Keys
Reference
Brochures
Manuals
Charts
Recipe Book
CDs
Video Tapes
Pictures
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
[10]
Must have at least 2 years job/industry experience (optional. Only when required by
the hiring institution)
[11]
MODULES OF INSTRUCTION
BASIC COMPETENCIES
HOUSEKEEPING NC II
[12]
SECTOR : TOURISM
BASIC COMPETENCY : COMMUNICATIONS
UNIT OF 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.
SUGGESTED DURATION : 16 hrs
QUALIFICATION LEVEL : NC II
PREREQUISITE : Receive and Respond to workplace Communication. (NCI)
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. Complete relevant work related documents.
LO 3. Participate in workplace meeting and discussion.
[13]
LO 1 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:
1. Parts of speech
2. Sentence construction
3. Effective communication
4. Conduct interviews
CONDITIONS:
The students/ trainees must be provided with the following:
1. Writing materials (pen & paper)

2. References (books)
3. Manuals
METHODOLOGIES:
1. Group discussion
2. Interaction
3. Lecture
Reportorial
ASSESSMENT METHOD:
1. Written test
2. Practical performance test
3. Interview
[14]
LO2. PARTICIPATE IN WORKPLACE MEETING AND DISCUSSION.
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:
1. Sentence construction
2. Technical writing
3. Recording information
CONDITIONS:
The students/trainees must be provided with the following:
1. Paper
2. Pencils/ball pen
3. References (books)
4. Manuals
METHODOLOGIES:
1. Group discussions
2. Interaction
3. Lecture
ASSESSMENT METHOD:
1. Written test
2. Practical / performance test
3. Interview
[15]
L03. COMPLETE RELEVANT WORK RELATED DOCUMENTS.
1. Ranges of forms relating to conditions of employment are completed

accurately and legibly.
2. Workplace data is recorded on standard workplace forms and documents.
Basic mathematical process are used for routine calculations.
Errors in recording information on forms! documents are identified and rectified.
5. Reporting requirements to superior are completed according to enterprise
guidelines.
CONTENTS:
1. Basic mathematics
2. Technical writing
3. Types of forms
CONDITIONS:
1. Paper
2. Pencils / ball pen
3. Reference books
4. Manuals
METHODOLOGIES:
1. Group discussion
2. Interaction
3. Lecture
ASSESSMENT METHOD:
1. Written test
2. Practical! Performance test
Interview
[16]
BASIC COMPETENCY : TEAM WORK
UNIT OF COMPETENCY : WORK IN A 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.
SUGGESTED DURATION :
QUALIFICATION LEVEL : NCII
PREREQUISITE : TEAMWORK (NC I)
Upon completion of this module the students/ trainees will be able to:
LO1. Describe and identify team role and responsibility in a team.
LO2. Describe work as a team.
[17]
LO 1. DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A TEAM.
1. Role and objective of the team is identified.

2. Team parameters, relationships and responsibilities are identified.
3. Individual role and responsibilities within team environment are identified.
4. Roles and responsibilities of other team members are identified and
recognized.
5. Reporting relationships within team and external to team are identified.
CONTENTS:
1. Team role.
2. Relationship and responsibilities
3. Role and responsibilities with team environment.
4. Relationship within a team.
CONDITIONS:
1. SOP of workplace
2. Job procedures
3. Client / supplier instructions
4. Quality standards
5. Organizational or external personnel
METHODOLOGIES:
1. Group discussion/interaction
2. Case studies
3. Simulation
ASSESSMENT METHODS:
1. Written test
2. Observation
3. Simulation
4. Role playing
[18]
LO 2. DESCRIBE WORK AS A TEAM MEMBER
1. Appropriate forms of communication and interactions are undertaken.

2. Appropriate contributions to complement team activities and objectives were
made.
3. Reporting using standard operating procedures followed.
4. Development of team work plans based from role team were contributed.
CONTENTS:
1. Communication process
2. Team structure / team roles
3. Group planning and decision making
CONDITIONS:
The students I trainees must be provided with the following:
1. SOP of workplace
2. Job procedures
3. Organization or external personnel
METHODOLOGIES:
1. Group discussion/interaction
2. Case studies
3. Simulation
ASSESSMENT METHOD:
1. Observation of work activities

2. Observation through simulation or role play
3. Case studies and scenarios.
[19]
BASIC COMPETENCY : PRACTICE CAREER PROFESSIONALISM
UNIT CODE : 500311107
MODULE TITLE : PRACTICING CAREER PROFESSIONALISM
MODULE DESCRIPTOR :
This module covers the knowledge, skills and attitudes
in promoting career growth and advancement.
NOMINAL DURATION :
CERTIFICATE LEVEL : NATIONAL CERTIFICATE LEVEL II
PRE-REQUISITE :
Participate in workplace communication
Work in a team environment
Upon completion of the module, the trainees/ students should be able to
LO 1. Integrate personal objectives with organizational goals
LO 2. Set and meet work priorities
LO 3. Maintain professional growth and development
[20]
LO 1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS
1. Pursue personal growth and work plan towards improving qualifications set for
profession
2. Maintain intrapersonal and interpersonal relationships in the course of managing
self, based on performance evaluation.
3. Commitment to the organization and its goal is demonstrated in the performance of
duties
CONTENTS:
1. Code of conduct and code of ethics
2. Personal hygiene
3. Interpersonal and intrapersonal skills
4. Communication skills
5. Fundamental rights at work
6. Company procedures and standards
CONDITIONS:
Student/ trainee must be provided with the following:
Tools Equipment Materials/ Supplies

simulated laboratory room case studies
electronic learning device prints and media
computer
television and video set
METHODOLOGY:
1. Video presentation
2. Discussion
3. Research
ASSESSMENT METHOD:
1. Interview - oral
2. written
3. Observation
[21]
LO 2. SET AND MEET WORK PRIORITIES
1. Completing demands are prioritized to achieve personal, team and organizational
goals and objectives
2. Resources are utilized efficiently and effectively to manage with priorities and
commitments
3. Practice long economic use and maintenance equipment and facilities are followed
as per established procedures.
CONTENTS:
1. Work values and ethics
2. Company policies
3. Company operating procedures and standards
4. Gender and Development
5. Personal Hygiene
CONDITIONS:

assessment tools for case simulated laboratory room case studies
studies
electronic learning device prints and media
computer Workplace/ location
assessment
television and video set
METHODOLOGY:
1. Lecture/ Discussion
2. Research/ project
ASSESSMENT METHOD:
1. Interview - oral
2. Written
3. Portfolio assessment
4. Simulation
[22]
LO 3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT
1. Trainings and career opportunities are identified and availed of based on job
requirements
2. Recognitions are sought/ received and demonstrated as proof of career
advancement
3. Obtain and renew licenses and/ or certifications relevant to job and career
CONTENTS:
1. Certifications and licenses appreciation
2. Participate in training programs
3. Awards/ rewards
CONDITIONS:

Certificates and licenses
pen and paper
METHODOLOGY:
1. Film viewing
2. Lecture
3. Group Discussion
4. Research
5. Simulated training workshops
ASSESSMENT METHOD:
1. Interview - oral
2. Written
3. Observation
[23]
BASIC COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND SAFETY
PROCEDURES
MODULE TITLE : PRACTICING OCCUPATIONAL HEALTH AND SAFETY

PROCEDURES
required to comply with the regulatory and organizational
requirements for occupational health and safety such as
identifying, evaluating and maintaining OHS awareness.
NOMINAL DURATION :
CERTIFICATE LEVEL : NC II
PREREQUISITE :
Upon completion of this module, the trainee/student must be able to:
LO 1. Identity hazards and risks
LO 2. Evaluate hazards and risks
LO 3. Control hazards and risks
LO 4. Maintain occupational health and safety awareness
[24]
LO 1. IDENTIFY HAZARDS AND RISKS
1. Workplace hazards and risks are identified and clearly explained.

2. 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:
1. Hazards and risks identification and control

2. Organizational safety and health protocol
3. Threshold limit value (TLV)
4. OHS indicators
CONDITIONS:
1. Workplace
2. PPE
3. Learning Guides
4. Hand-outs
Organizational Safety and Health Protocol
OHS Indicators
Threshold Limit Value
Hazards/Risk Identification and Control
5. CDs, VHS tapes, transparencies
METHODOLOGIES:
1. Interactive -lecture
2. Simulation
3. Symposium
4. Group Dynamics
ASSESSMENT METHOD:
1. Situation Analysis
2. Interview
3. Practical Exam
4. Written Exam
[25]
LO 2. EVALUATE HAZARDS AND RISKS
1. Terms 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:
1. TLV table
2. Phil OHS Standards
3. Effects of hazards in the workplace
4. Ergonomics
5. EGG Regulations
CONDITIONS:
1. Hand outs on
Phil. OHS Standards
Effects of hazards in the workplace
Ergonomics
EGG regulations
2. TLV Table
METHODOLOGIES:
2. Situation Analysis
3. Symposium
4. Film viewing
5. Group Dynamics
ASSESSMENT METHOD:
1. Interview
2. Written Exam
3. Simulation
[26]
LO 3. CONTROL HAZARDS AND RISKS
1. OHS procedures for controlling hazards and risk are strictly followed.
2. Procedures in dealing with workplace accidents, fire and emergencies are followed
in accordance with the organizations OHS policies.
3. Personal protective equipment is correctly used in accordance with organizations
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:
1. Safety Regulations
Clean Air Act
Electrical and Fire Safety Code
Waste management
Disaster Preparedness and Management
2. Contingency Measures and Procedures
CONDITIONS:
The students/trainees must be provided with the following
1. Hand outs on
Safety Regulations
- Clean Air Act
- Electrical and Fire Safety Code
- Waste management
- Disaster Preparedness and Management
Contingency Measures and Procedures
2. OHS Personal Records
3. PPE
METHODOLOGIES:
2. Symposium
3. Film Viewing
4. Group Dynamics
5. Self pace
ASSESSMENT METHOD:
1. Written
2. Interview
3. Case/Situation Analysis
4. Simulation
[27]
LO 4. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS
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:
1. Operational health and safety procedure, practices and regulations

2. Emergency-related drills and training
CONDITIONS:
1. Workplace
2. PPE
3. OHS personal records
5. Health record
METHODOLOGIES:
2. Simulation
3. Symposium
4. Film Viewing
5. Group Dynamics
ASSESSMENT METHOD:
1. Demonstration
2. Interview
3. Written Exam
4. Portfolio Assessment
[28]
COMMON COMPETENCIES
HOUSEKEEPING NC II
[29]
COMMON COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
MODULE TITLE : DEVELOPING AND UPDATE INDUSTRY KNOWLEDGE
required to access, increase and update industry
knowledge.
NOMINAL DURATION : 5 Hrs.
PRE-REQUISITE :
Upon completion of this module, the trainees/students should be able to:
LO 1. identify and access key resources of information on the industry
LO 2. access , apply and share industry information
LO 3 update continuously relevant industry knowledge
[30]
LO 1 Identify and access key resources of information on the industry
1. Sources of information on the industry are correctly identified and accessed

2. Specific information on sector of work is accessed and updated
CONTENTS:
1. Information sources
media
reference book
libraries
union
industry association
internet
personal observation
CONDITIONS:
1. Proper hygiene procedure manuals

2. internet
3. personal computer
4. reference book
5. industry journals
METHODOLOGY:
1. Self paced/modular
2. Demonstration
3. Small group discussion
4. Distance education
ASSESSMENT METHODS
1. Written/Oral examination
2. Practical demonstration
[31]
LO 2. Access , apply and share industry information
Sources of information on the industry are accessed and applied

Industry information is correctly applied to day-to-day activity
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:
Industry journals/manuals
internet
personal computer
reference book
METHODOLOGY:
2. Demonstration
ASSESSMENT METHODS
[32]
LO 3 update continuously relevant industry knowledge
1. Updated knowledge is shared with customer and colleagues

2. Formal and informal research is use to update general knowledge of the
industry
CONTENTS:
1. Information sources
media
libraries/reference book
union/industry association
internet
2. Legislation that affects the industry
CONDITIONS:
1. internet
2. personal computer
3. reference book
METHODOLOGY:
2. Demonstration
ASSESSMENT METHODS
[33]
COMMON COMPETENCY : OBSERVE WORKPLACE HYGIENE PROCEDURES
MODULE TITLE : OBSERVING WORKPLACE HYGIENE PROCEDURES
In observing workplace hygiene procedures.
PRE-REQUISITE :
LO 1 Practice personal grooming and hygiene
LO 2 Practice safe and hygienic handling, storage and disposal of food, beverage, and
materials
LO 3 identify and respond to hygienic risk
LO 4 Cleaning and disinfectant
[34]
LO 1 Practice personal grooming and hygiene
1. Proper hygiene procedures are followed

2. Personal grooming and hygiene are practice regularly
CONTENTS:
1. Hygiene procedures
Proper hand washing
Regular bathing
Appropriate and clean clothing
Cleaning and sanitizing procedures
Personal hygiene
CONDITIONS:

2. Soap
3. Sanitizer
4. Hygiene products
METHODOLOGY:
2. Demonstration
ASSESSMENT METHODS
[35]
LO 2 Practice safe and hygienic handling, storage and disposal of food, beverage,
and materials
1. Proper handling, storage and disposal of food, beverage, and

2. materials are followed
3. Proper disposal of waste are hygienically practice regularly
4. Proper cleaning procedures
CONTENTS:
1. Hygiene procedures
Proper food handling and storage
Correct work practices
Proper waste disposal
Personal hygiene
Pest control
Principles of HACCP
CONDITIONS:

2. Soap
3. Sanitizer
4. Hygiene products
5. Proper food handling and storage manual
METHODOLOGY:
2. Demonstration
ASSESSMENT METHODS
[36]
LO 3 Identify and respond to hygienic risk
1. Potential hygiene risks are identified

2. Action to minimize and remove hygiene risk are taken
3. Hygiene risk beyond the control of individual are reported to proper authority
CONTENTS:
1. Types of hygiene risks

Bacteria and contamination
Inappropriate food handling
Poor work practices
Cross contamination
Disposal of garbage or potentially contaminated waste
CONDITIONS:

2. Soap
3. Sanitizer
4. Hygiene products
METHODOLOGY:
2. Demonstration
ASSESSMENT METHODS
[37]
LO 4 Cleaning and disinfectant
1. Proper use of cleaning materials are identified

2. Proper cleaning procedures are followed
3. Proper disinfectants are used
CONTENTS:
1. Different cleaning materials

2. Cleaning procedures
3. Cleaning Guidelines
CONDITIONS:

2. Soap
3. Sanitizer
4. Hygiene products
METHODOLOGY:
2. Demonstration
ASSESSMENT METHODS
[38]
COMMON COMPETENCY : 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 in
putting, accessing, producing and transferring data using
appropriate hardware and software.
:
SUGGESTED DURATION 40 hrs
LEVEL OF : NC II
QUALIFICATION
PREREQUISITE :
At the completion of the module the trainees/students should be able to:
LO 1. Plan and prepare the task to be undertaken
LO 2 Input data into the computer
LO3. Access information using computer
LO 4. Produce output data using computer system
LO 5. Maintain computer equipment and system
[39]
LO 1 Plan and prepare the task to be undertaken
1. Requirements of the task undertaken are determine and properly understood

2. Appropriate hardware and software is selected in accordance with the task
assigned and required outcome
3. Planned tasked conformed with the OHS guidelines and procedures
CONTENTS:
1. Types of computers and basic features of different operating systems

2. Plain parts of a computer
3. Storage devices and basic categories of memory
4. Types of software
5. Computer capacity
6. OHS Guidelines
7. Computer Capacity
CONDITION:
The trainees/students must be provided with the following:
Equipment and Accessories
personal computer
network system
communication equipment
printer
scanner
keyboard
mouse
Supplies and Materials

office supplies
diskettes
CDs
Zip disks
Tools
Set of screw driver
Learning Materials
Learning elements/activity sheets
Manufacturers manual
[40]
LO 2 Input data into the computer
1. Entered data into the computer using appropriate program/application is in

accordance with company procedures
2. Accuracy of information is checked in accordance with the standard operating

procedures
3. Information is saved in accordance with the standard operating procedures
4. Inputted data that are stored in the storage media are in accordance with the
requirements
5. Work is performed within the ergonomic guidelines
CONTENTS:
Standard operating procedures in entering and saving data into the computer
Storage media
Ergonomic guidelines
CONDITION:

personal computer
network system
printer
scanner
keyboard
mouse
office supplies
diskettes
CDs
Zip disks
Tools
Set of screw driver
Learning Materials
[41]
LO 3 Access information using computer
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:
1. Procedures/Techniques in Accessing Information

2. Desktop Icons
3. Keyboard Techniques Based on OHS Requirements
CONDITION:

personal computer
network system
printer
scanner
keyboard
mouse

office supplies
diskettes
CDs
Zip disks
Tools
Set of screw driver
Learning Materials
[42]
LO 4 Produce output data using communication system
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:
5. Software Commands
6. Operation and Use of Peripheral Devices
7. Procedures in Transferring Files/Data
CONDITION:

personal computer
network system
printer
scanner
keyboard
mouse

office supplies
diskettes
CDs
Zip disks
Tools
Set of screw driver
Learning Materials
[43]
LO 5 Maintain computer equipment and systems
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:
1. Cleaning, Minor Maintenance and Replacements of Consumables

2. Creating More Space in the Hard Disk
3. Reviewing Programs
4. Deleting Unwanted Files
5. Checking Hard Disk for Errors
6. Viruses and Up to Date Anti-Virus Programs
CONDITION:

personal computer
network system
printer
scanner
keyboard
mouse

office supplies
diskettes
CDs
Zip disks
Tools
Set of screw driver
Learning Materials
[44]
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.
PRE-REQUISITE :
LO 1. Practice workplace safety, security and hygiene systems, processes and

operation
LO 2. Responds appropriately to faults, problems and emergency situations
LO 3. 5s in workplace
LO 4. Environmental protection awareness
[45]
LO 1. Practice workplace safety, security and hygiene systems, processes and
operation
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:
1. Health, safety and security procedures

2. Breaches procedures
CONDITIONS:
1. Manuals
2. Handbook safety and security
3. Report (sample)
METHODOLOGY:
2. Demonstration
ASSESSMENT METHODS
Written/Oral examination
Practical demonstration
[46]
LO 2 Responds appropriately to faults, problems and emergency situations
.
1. Emergency and potential emergency are recognized and appropriate action

are taken
2. Emergency procedures are followed in line with enterprise procedures
3. Assistance is sought from colleagues to resolve or respond to emergency
situation
4. Safe personal presentation standard are identified and followed
CONTENTS:
1. Emergency procedure
Personal injuries
Fire
Electrocution
Natural calamity
Criminal acts
2. Safe personal presentation standard
CONDITIONS:
1. Emergency procedure manuals

2. Handbook safety and security
3. Report
4. Emergency drills instruction/guidelines
METHODOLOGY:
2. Demonstration
ASSESSMENT METHODS
3. Observation
[47]
LO 3. 5s in workplace
1. Follow the principles of FI-FO

2. Set aside everything in its proper place
3. Proper labeling of cabinets/shelves
4. Sweep floor and dust furniture and fixtures
CONTENTS:
1. 5s Principles
CONDITIONS:
1. soft brooms
2. duster
3. organizers
4. labeling materials
5. markers
METHODOLOGY:
2. Demonstration
ASSESSMENT METHODS
3. Observation
[48]
LO 4 Environmental protection awareness
1. Segregates wastes
2. Identify bio-degradable from non-bio-degradable
3. Empties trash regularly
4. Use environmental friendly materials in waste disposal
5. Proper waste disposal
CONTENTS:
1. Waste management
2. Pollution control
3. Effect of pollution
4. Types of pollutants
CONDITIONS: Students must be provided with the following
1. Modules
2. Reference book
3. Guidelines on waste disposal
4. Flyers/brochures
METHODOLOGY:
2. Demonstration
ASSESSMENT METHODS
3. Observation
[49]
COMMON COMPETENCY : PROVIDE EFFECTIVE CUSTOMER SERVICE
MODULE TITLE : Providing Effective Customer Service
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitude in
NOMINAL DURATION : 24 hrs.
CERTIFICATE LEVEL :
PREREQUISITE :
Upon completion of this module, the trainee/student must be able to:
LO 1 Apply effective verbal and non-verbal communication skills to respond to

customer needs
LO 2 Provide prompt and quality service to customer
LO 3 Handle queries through telephone, fax machine, internet and e-mail
LO 4 Handle customer complaints, evaluation and recommendations
[50]
LO 1 Apply effective verbal and non-verbal communication skills to respond to
customer needs
1. Standard Operating Procedures (SOP) when greeting the guest were followed
2. Information were properly disseminated
3. Use interactive communication with others
CONTENTS:
1. Personality development and public relations

2. Basic oral communication/ writing memos and letters
3. Preparing job documentation
4. Following instructions
5. Filling-out forms
CONDITIONS: Students/Trainees must be provided with the following:
Tools Equipment Materials

Recorder Video Camera recorder V8 tape
Microphone Television CD
Full-body mirror VHS/DVD Player Make=up kit
Company dress References:
Books, brochures,
manuals
Methodology :
Modular (self-pace learning)

Electronic Learning
Industry Immersion
Demonstration
Film-viewing
Assessment Method:
Interview (oral/questionnaire)
Observation
Demonstration of Practical Skills
[51]
LO 2 Provide prompt and quality service to customer
1. Customer needs were assessed according to relationships between food and

religion, gender, folkways, mores and life-cycle
2. Communication standards in customer service were followed
3. Identified opportunities to enhance the quality of services and products were
implemented
4. Time management
CONTENTS:
1. Food and culture

2. Exploration of food trends
- Past, present and future trend
3. Communication standards in customer service

Company dress References:
Books, brochures,
manuals
Methodology :
1. Modular (self-pace learning)

2. Electronic Learning
3. Industry Immersion
4. Demonstration
5. Film-viewing
Assessment Method:
1. Interview (oral/questionnaire)
2. Observation
3. Demonstration of Practical Skills
[52]
LO 3 Handle queries through telephone, fax machine, internet and e-mail
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:
1. Uses of telephone, fax machine, internet and e-mail

2. Telephone and electronic mail ethics
3. Procedures in handling queries

Company dress Fax machine References:
Computer with printer Books, brochures,
and internet connection manuals
Methodology :

4. Demonstration
5. Film-viewing
Assessment Method:
2. Observation
[53]
LO 4 Handle customer complaints, evaluation and recommendations
1. Interview skills
2. Skills in handling customer complaints
3. Guidelines in handling complaints were identified
4. Complaints were evaluated and resolved based on its nature, details and
degree of liability
CONTENTS:
1. Guidelines in handling complaints

2. Procedures in responding and resolving complaints

Company dress Fax machine References:
Computer with printer Books, brochures,
and internet connection manuals
Methodology :

4. Demonstration
5. Film-viewing
Assessment Method:
2. Observation
[54]
CORE COMPETENCIES
HOUSEKEEPING NC II
[55]
UNIT OF COMPETENCY : PROVIDE HOUSEKEEPING SERVICES TO GUESTS
MODULE TITLE : PROVIDING HOUSEKEEPING SERVICES TO GUEST
MODULE DESCRIPTOR :
This unit of competency deals with the skills and
required to provide a range of general housekeeping
services to guests
NOMINAL DURATION : 60 hrs
PRE-REQUISITE :
SUMAMRY OF LEARNING OUTCOMES:
Upon completion of this module, the trainee/ student must be able to:
LO 1. Receive housekeeping requests
LO 2. Provide/Service housekeeping requests
LO 3. Provide advice to guest
LO 4. Liaise with other departments
[56]
LO 1. RECEIVE HOUSEKEPING REQUESTS
1.1 Guest/staff housekeeping requests and service delivery are accepted and recorded in
accordance to enterprise policies and procedure.
1.2 Details of requests made are confirmed and noted in accordance with enterprise
procedures
1.3 Apologies are made when a request has arisen from a delayed delivery of service
1.4 Request not related to housekeeping are referred to appropriate department.
CONTENT:
1. Hotel codes and regulations
2. Interpersonal skills: Communication and listening Skills
3. Upselling and selling techniques
4. Basic operational skills on facilities and equipment
5. Personal hygiene
6. Hotel organization structure: departments and its functions Rank and File
7. Preparing requisitions for maintenance services
CONDITIONS:

Tapes Telephone Pen and paper
Brochures/ manuals Computer Housekeeping/ FO forms
Guest folio, guest list Shower (with hot and cold) operating manuals
caution signs refrigerator room supplies and amenities
electric fan
air conditioning unit
shelves
alarm clock
television and video player
METHODOLOLGY:
Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHOD:
Interview (oral/ questionnaire)

Observation
[57]
Written examination
LO 2. PROVIDE/SERVICE HOUSEKEEPING REQUESTS
2.1 Identified service/item is obtained through liaison with other staff in accordance with
enterprise procedures
2.2 Required items are located and delivered to guest room in accordance with
2.3 Equipment is set up in guest room in accordance with the request of the guest
2.4 Requested items are removed from guest rooms in accordance with enterprise
procedures.
CONTENTS:
1. Housekeeping and Front Office forms
2. Codes and regulations
3. Handle queries through telephone, fax machine, internet and e-mail
4. Interpersonal skills: Communication and listening skills
CONDITIONS:

brooms Telephone Pen and paper
squeegees Computer Housekeeping/ FO forms
dust pans guest room (complete and operating manuals
operational laboratory)
rugs for various purposes refrigerator room supplies and amenities
toilet bowl brush electric fan brochures and rates
toilet pump air conditioning unit cleaning chemicals
gloves shelves first aid kit
mop squeezer alarm clock
step ladder television and video player
buckets vacuum cleaners
sorting baskets carpet sweeper
brushes babys crib
roll-away beds/ cots
caddy/ trolley
METHODOLOGY: ASSESSMENT METHOD
Modular (self-paced) Interview (oral/ questionnaire)

Electronic learning Observation
Industry Immersion Demonstration of Practical Skills
Film viewing Written examination
Demonstration Discussion
[58]
:
LO 2. PROVIDE/SERVICE HOUSEKEEPING REQUESTS
2.5 Identified service/item is obtained through liaison with other staff in accordance with
2.6 Required items are located and delivered to guest room in accordance with
2.7 Equipment is set up in guest room in accordance with the request of the guest
2.8 Requested items are removed from guest rooms in accordance with enterprise
procedures.
CONTENTS:
CONDITIONS:

brushes babys crib
caddy/ trolley

[59]
LO 4. LIAISE WITH OTHER DEPARTMENTS
CONTENTS:
CONDITIONS:

brushes babys crib
caddy/ trolley

[60]
UNIT OF COMPETENCY : 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 :
PRE-REQUISITE :
LO 1. Set-up equipment and trolleys
LO 2. Access rooms for servicing
LO 3. Make up beds
LO 4. Clean and clear rooms
LO 5. Clean and store trolleys and equipment

[61]
LO 1. SET-UP EQUIPMENT AND TROLLEYS
1. Cleaning supplies and equipment required for servicing rooms are correctly
selected and prepared for use
2. Supplies for trolleys are accurately identified and selected or ordered in sufficient
numbers in accordance with establishment procedures.
3. Trolleys safely loaded with adequate supplies in accordance with establishment
procedures.
CONTENTS:
1. Types and uses of cleaning equipment
2. Types cleaning materials and supplies and their uses
3. Classification of cleaning tools, equipment and materials according to their uses
and care
4. Setting-up of trolley/ caddy with cleaning materials according to needs and
establishment standards.
5. Safety measures in handling different cleaning equipment and chemicals
6. Safe keeping practices
7. Safety hazards and precautions
CONDITION:

[62]
rubber gloves shelves first aid kit
mop squeezer alarm clock water
step ladder television and video player detergents
buckets vacuum cleaners drop sheets/ rubber mats
sorting baskets carpet sweeper sanitizing agents
brushes babys crib small towels
dish sponge roll-away beds/ cots garbage bags
spray bottles caddy/ trolley air freshener
cob web removers sofa disinfectants
apron tables lint free clothes
water hose cabinets solvents
floor polisher scouring pads
METHODOLOGY:
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHOD:

Observation
Written examination
[63]
LO 2. ACCESS ROOMS FOR SERVICING
1. Rooms requiring service are correctly identified based on information supplied to
housekeeping staff.
2. Rooms are accessed in accordance with the establishments customer service and
security procedures.
CONTENTS:
1. Codes and regulation
2. Basic phraseologies in housekeeping
3. Housekeeping reports, checklists and forms
CONDITION:

Housekeeping reports and Telephone Pen and paper
endorsements
Computer Housekeeping/ FO forms
brochures/ rates
Standard room amenities
[64]
METHODOLOGY:
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHOD:

Observation
Written examination
LO 3. MAKE UP BEDS
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:
1. Types and sizes of linens, pillows and bed sheets
2. Procedures in making up beds and cots
3. Color harmony
CONDITION:

lamp shade bed tissue
pillows dresser trash bin /garbage
pillow cases table linens
bed sheets chair
trash can/ garbage bin
blankets
mirror
bed cover
[65]
METHODOLOGY:
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHOD:

Observation
Written examination
LO 4. CLEAN AND CLEAR ROOMS
1. Rooms are cleaned in correct order and with minimum disruption to guests
2. All furniture, fixtures and fittings are cleaned and checked in accordance with
establishment procedures and hygiene/ safety guidelines
3. All items are reset in accordance with establishment standards
4. Room supplies are checked, replenished or replaced in accordance with
establishment standards
5. Pests are promptly identified and appropriate action is taken in accordance with
safety and establishment standards
6. Rooms are checked for any defects, and 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. Guests belongings left in vacated rooms are collected and stored in accordance
with lost and found establishment procedures
CONTENTS:
1. Materials, tools, chemical agents and equipment needed in cleaning guest room
2. Procedures on cleaning guest room
a. occupied/vacant
b. ceilings and floorings
c. lanai area
d. furniture and fixtures
e. bed
3. Procedures in cleaning furniture and fixtures
4. Procedures in cleaning bathroom and toilet
5. Identifying pests and applying proper control
6. Procedures in mixing sanitizing agents
[66]
7. Sanitizing rooms and bathrooms
8. Replenishing room and bathroom supplies and amenities
9. Safety measures in cleaning
10. Home management practices
11. Cleaning motion in guest room
CONDITIONS:

damp cloth floor polisher scouring pads
insecticide/ pesticide
METHODOLOGY:
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHOD:

Observation
Written examination
[67]
LO 5. CLEAN AND STORE TROLLEYS AND EQUIPMENT
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:
1. Types of cleaning materials and equipment
2. Cleaning and keeping cleaning materials and equipment according to
manufacturers operating procedures and establishment standards.
3. Safe keeping practices in accordance with establishment standards.
CONDITION:

[68]
damp cloth floor polisher scouring pads
insecticide/ pesticide
METHODOLOGY:
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHOD:

Observation
Written examination
[69]
UNIT OF COMPETENCY : PROVIDE VALET 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 members
with sound organization and interpersonal skills generally
undertake this role.
PRE- REQUISITE :
LO 1. Identify Valet services
LO 2. Perform proper coordination to ensure optimum privacy, security and confidentiality

of all guests.
LO 3. Display professional valet standards
LO 4. Ensure proper handling of guests property.
[70]
LO 1. IDENTIFY VALET SERVICES
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:
1. Basic roles of valet service within Philippine hospitality industry.
2. Building guest rapport through oral and written communication
3. Procedures in performing valet services:
a. Picking- up laundry
b. Checking laundry for possible damages
c. Sorting, endorsing and delivery of laundry
4. Procedures in keeping laundry area clean in accordance with establishment
standards.
CONDITION:

Caddy/ trolley luggage carrier pen and paper
laundry basket sorting shelves tags
labeler housekeeping forms
METHODOLOGY:
[71]
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
Demonstration of practical skills
Third party report
LO 2. PERFORM PROPER COORDINATION TO ENSURE OPTIMUM PRIVACY,

SECURITY AND CONFIDENTIALITY OF ALL GUESTS
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:
1. Organizational chart of the housekeeping department
2. Prepare reports and endorsements of valet service provider
3. Procedure of sorting and marking of laundry items.
4. Checking laundry condition
5. Delivery of laundry and luggage to guest room.
CONDITION:

Caddy/ trolley luggage carrier pen and paper
laundry basket sorting shelves tags
labeler washing machine housekeeping forms
drying machine organizational chart
dry-washing equipment laundry supplies
laundry items
laundry report forms
[72]
METHODOLOGY:
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
Third party report
LO 3. DISPLAY PROFESSIONAL VALET STANDARDS
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:
1. Basic contact lists and details, and basic customer preference profiles.
2. Communication phrases of valet service provider with guest in accordance with
establishment standards
3. Personality development: Grooming and personal hygiene
CONDITIONS:
Records/ profiles of guests
METHODOLOGY:
Electronic learning
Demonstration
[73]
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
Third party report
LO 4. CARE FOR GUEST PROPERTY
1. Luggage is unpacked, stored and packed neatly in accordance with guest
instructions.
2. Guest clothes are appropriately prepared and presented, ready for guest use.
3. Shoes are correctly cleaned
4. Repairs are made or organized in accordance with establishment procedures.
5. Confidentiality regarding guest property and activities is maintained in accordance
with legal and ethical standards.
CONTENTS:
1. Procedure in unpacking, storing and packing of guest luggage in accordance with
guest instructions.
2. Procedure in pressing and presenting guests clothes ready for use.
3. Identify cleaning materials and supplies appropriate for shoes based on material of
shoes.
4. Cleaning and preparing guests shoes in accordance with establishment standards
5. Basic darning and mending for clothing and linen and repair of other accessories.
6. Protocols for ensuring optimum privacy and confidentiality for all guests.
CONDITION:

shoe brush luggage carrier cleaning agents
cleaning rags flat iron needles and threads
steam pressers pen and paper
ironing board guest folio
cabinets
[74]
METHODOLOGY:
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
Third party report
UNIT OF COMPETENCY : 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 :
PRE-REQUISITE :
LO 1. Select and use equipment and materials properly for cleaning premises.
LO 2. Comply with occupational; health and safety requirements in preparing dry and wet
cleaning agents and chemicals
LO 3. Identify and explain different cleaning operations, chemicals and treatment of

common hazards in the workplace
LO 4. Dispose garbage and used chemicals properly
LO 5. Clean wet and dry areas according to enterprise procedures

[75]
LO 6. Maintain and store cleaning equipment and chemicals
LO 1. SELECT AND USE EQUIPEMNT AND MATERIALS PROPERLY FOR CLEANING

PREMISES
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 manufacturers and relevant occupational health and safety
requirements
4. Protective clothing are selected and used where necessary.
CONTENTS:
1. Common equipment and cleaning chemicals and agents and their usage in
accordance with manufacturers instruction
2. Identification and treatment of common hazards in the work area
3. Occupational health and safety requirements
4. Common protective clothing and materials and their appropriate use.
5. Checking safety and working conditions of cleaning equipment in accordance with
manufacturers instruction and establishment operating standards.
CONDITON:

Waterproof clothing and Vacuum cleaners cleaning agents and
footwear chemicals
Jackets Polisher/ scrubbers goggles and masks
Apron dusters
Mops, brooms, brushes dust pans
Overalls garbage bags
[76]
Pans
Garbage receptacles
Buckets
Headwear
METHODOLOGY:
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
Third party report
LO 2. COMPLY WITH OCCUPATIONAL HEALTH AND SAFETY REQUIREMENTS I
PREPARING DRY AND WET CLEANING AGENTS AND CHEMICALS
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:
1. Policies and procedures related to cleaning operations and disposal of used
chemicals in accordance with establishment operating standards
2. Security procedures of establishment
3. Laws on general workplace safety, hazardous substances and manual handling
and storage requirements
4. Checking safety and working condition of cleaning equipment in accordance with
manufacturers instructions and establishment procedures
CONDITIONS:

Waterproof clothing and Vacuum cleaners cleaning agents and
footwear chemicals
Apron dusters
Pans Mixing formula
Garbage receptacles Policies and laws on general
workplace safety
[77]
Buckets
Headwear
METHODOLOGY:
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
Third party report
LO 3. IDENTIFY AND EXPLAIN DIFFERENT CLEANING OPERATIONS, CHEMICALS

AND TREATMENT OF COMMON HAZARDS
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
manufacturers recommendations, safety procedures and establishment policies
and procedures.
4. Equipment is used correctly and safely in accordance with manufacturers
recommendations.
CONTENT:
1. Identifying possible inconveniences and hazards at work area.
2. Cleaning task is scheduled and performed in accordance with customer
convenience and establishment policies.
3. Procedure in cleaning operations for specific areas:
- bathrooms
- balconies, private lounge areas, public areas
- kitchen
- function rooms
- storage areas
CONDITION:

Waterproof clothing and Vacuum cleaners operating manuals and
footwear brochures
[78]
Apron dusters
Pans disinfectants
Garbage receptacles
Buckets
Headwear
signs and advisories
METHODOLOGY:
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
Third party report
[79]
LO 4. DISPOSE GARBAGE AND USED CHEMICALS PROPERLY
1. Garbage and used chemicals are disposed of in accordance with hygiene, safety
and environmental legislation requirements.
CONTENTS:
1. Proper disposal of used chemicals in accordance with manufacturers instructions
and safety and environmental legislation requirements.
2. Procedure in garbage disposal in accordance with establishment standards
CONDITION:

garbage receptacles manuals and brochures
garbage bin/ trash can garbage bags
safety and environment
legislation policies
METHODOLOGY:
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
[80]
ASSESSMENT METHODS:
Observation
Interview
Written examination
Third party report
LO 5. CLEAN WET AND DRY AREAS
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 manufacturers 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 customer
CONTENTS:
1. Procedures in cleaning public bathrooms
2. Procedures in Cleaning public areas (internal and external), private lounge areas
and balconies
3. Procedure in cleaning function rooms
4. Procedure in cleaning kitchen
5. Cleaning storage area
CONDITION:

Waterproof clothing and Vacuum cleaners Operating manuals and
footwear brochures
Jackets Polisher/ scrubbers Goggles and masks
Apron Carpet sweepers Dusters
Mops, brooms, brushes Dust pans
Overalls Garbage bags
Pans Disinfectants
Garbage receptacles Cleaning agents
[81]
Buckets Detergents
Headwear Deodorizers
Signs and advisories Furniture and fixture
cleaners/ polishers
Squeegees General spot cleaning agent
Glass cleaners
Deodorizers
METHODOLOGY:
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
Third party report
[82]
LO 6. MAINTAIN AND STORE CLEANING EQUIPMENT AND CHEMICALS
1. Equipment are cleaned after sue in accordance with enterprise requirements and
manufacturers 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 requirement
CONTENTS:
1. Procedure in wiping down and cleaning of cleaning equipment, tools and materials
2. Procedure in washing and rinsing equipment and tools
3. Procedure in drying out and sanitizing cleaning equipment, tools and materials
4. Procedure in dismantling and re-assembling cleaning equipment in accordance
with manufacturers instruction.
5. Routine maintenance and preventive maintenance programs in accordance with
safety and security procedures and establishment operations
CONDITION:

Waterproof clothing and Vacuum cleaners Operating manuals and
footwear brochures
Jackets Polisher/ scrubbers Goggles and masks
Apron Carpet sweepers Dusters
Mops, brooms, brushes Dust pans
Overalls Garbage bags
Pans Disinfectants
Garbage receptacles Cleaning agents
Buckets Detergents
[83]
Headwear Deodorizers
Signs and advisories Furniture and fixture
cleaners/ polishers
Squeegees General spot cleaning agent
Glass cleaners
Deodorizers
METHODOLOGY:
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
Third party report
[84]
UNIT OF COMPETENCY : LAUNDER 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 :
PRE-REQUISITE :
LO 1. Identify types of fabric and laundry equipment
LO 2. Observe safety practices in handling laundry equipment and chemicals
LO 3. Follow correct procedure in laundering process for guests laundry items
LO 4. Package and store laundry items
[85]
LO 1. IDENTIFY TYPES OF FABRIC AND LAUNDRY EQUIPMENT
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 manufacturers
instructions
CONTENT:
1. Types of fibers and fabrics
2. Laundry terms and standard laundering methods
3. Types and usage of washing equipment: washing machine and dryers
4. Types and usage of laundry chemicals and cleaning agents
5. Classifications and usage of stain removing agents
6. Types of fabric softener
7. Reading textile label codes
8. Procedures in sorting laundry items
CONDITION:

fiber/ fabric samples washing machine Operating manuals and
brochures
different linens and laundry drying machine pen and paper
items
labeler dry-cleaning machine bleaching agent
hangers flat iron stain removing agent
laundry baskets steam pressers fabric softeners
[86]
wash basin ironing board sanitizing agent
bucket sorting shelves All purpose cleaning agent
water hose cleaning solution
detergents (liquid, powder)
report forms
METHODOLOGY:
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
Third party report
[87]
LO 2. OBSERVE SAFETY PRACTICES IN HANDLING LAUNDRY EQUIPMENT AND
CHEMICALS
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
manufacturers instructions and specific laundry equipment
4. Laundry equipment is operated in accordance with manufacturers 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
CONTENT:
1. Principles and procedures in laundering clothes and linens
2. Principles and procedures in treating stains based on nature of stain and type of
fabric and fiber
3. Handling bleaching solutions and other laundry chemicals
4. Hygiene, health and safety issues of specific relevance to laundry operations
5. Principles in drying clothes and linens
6. Principles and procedures in ironing and pressing clothes and linens
7. Types of ironing equipment, tools and materials and their proper usage
8. Types of hangers and their uses
9. Folding methods and techniques
CONDITION:
[88]
fiber/ fabric samples washing machine Operating manuals and
brochures
different linens and laundry drying machine pen and paper
items
labeler dry-cleaning machine bleaching agent
hangers flat iron stain removing agent
laundry baskets steam pressers fabric softeners
wash basin ironing board sanitizing agent
bucket sorting shelves All purpose cleaning agent
water hose cleaning solution
detergents (liquid, powder)
report forms
METHODOLOGY:
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
Third party report
[89]
LO 3. PACKAGE AND STORE LAUNDRY ITEMS
Guest laundry is packaged and presented in accordance with establishment standards
and procedures
Finished items are returned to guest in accordance with required timeframes
Processed guest laundry are stored where required, according to guest requests or
where return to guest is not possible
CONTENT:
1. Procedures in packaging and presenting guest laundry
2. Procedures in storing guest laundry in accordance with establishment standards
or guest request
3. Delivery of laundry items
4. Basic housekeeping phraseologies
CONDITION:

different linens and laundry flat iron report forms
items
labeler steam pressers pen and paper
hangers ironing board
laundry baskets sorting shelves
METHODOLOGY:
Electronic learning
Demonstration
Discussion
[90]
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
Third party report
[91]

Competency-based curriculum for housekeeping NC II

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Competency-based curriculum for housekeeping NC II

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COMPETENCY-BASED

Tourism (Hotel and Restaurant)

COURSE TITLE : HOUSEKEEPING

NOMINAL DURATION : 465 hours

COURSE DESCRIPTION : This course is designed to enhance the knowledge,

SUMMARY OF LEARNING OUTCOMES :

Upon completion of this course students/trainees will be able to:

1. Obtain and convey workplace information

CBC HOUSEKEEPING NCII Promulgated March 2005

Candidate/trainee must be any of the following:

Observing Gender 2.1.3 Discuss the differences between

3.2 Demonstrating 3.1.4 Describe the purpose of work.

4. Practice 4.1 Practicing 4.1.1 Evaluate hazard and risks

4.2 Practicing 4.1.4 Sort and remove unnecessary

Unit of Competency No. of modules Total

COURSE DELIVERY (METHODOLOGY)

BASIC COMPETENCY : COMMUNICATIONS

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

MODULE TITLE : PARTICIPATING IN WORKPLACE COMMUNICATIONS

SUGGESTED DURATION : 16 hrs

PREREQUISITE : Receive and Respond to workplace Communication. (NCI)

SUMMARY OF LEARNING OUTCOMES:

LO 1. Obtain and convey workplace information

LO 2. Complete relevant work related documents.

LO 3. Participate in workplace meeting and discussion.

1. Specific relevant information is accessed from appropriate sources.

The students/ trainees must be provided with the following:

1. Writing materials (pen & paper)

1. Team meetings are attended on time.

The students/trainees must be provided with the following:

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

The students/trainees must be provided with the following:

UNIT OF COMPETENCY : WORK IN A TEAM ENVIRONMENT

MODULE TITLE : WORKING IN A TEAM ENVIRONMENT

QUALIFICATION LEVEL : NCII

PREREQUISITE : TEAMWORK (NC I)

SUMMARY OF LEARNING OUTCOMES:

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

LO2. Describe work as a team.

1. Role and objective of the team is identified.

The students/ trainees must be provided with the following:

1. Appropriate forms of communication and interactions are undertaken.

The students I trainees must be provided with the following:

1. Observation of work activities

UNIT CODE : 500311107

MODULE TITLE : PRACTICING CAREER PROFESSIONALISM

CERTIFICATE LEVEL : NATIONAL CERTIFICATE LEVEL II

SUMMARY OF LEARNING OUTCOMES:

Upon completion of the module, the trainees/ students should be able to

LO 1. Integrate personal objectives with organizational goals

LO 2. Set and meet work priorities

LO 3. Maintain professional growth and development

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

MODULE TITLE : PRACTICING OCCUPATIONAL HEALTH AND SAFETY

SUMMARY OF LEARNING OUTCOMES:

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

LO 1. Identity hazards and risks

LO 2. Evaluate hazards and risks