COMPETENCY BASED CURRICULUM - HOUSEKEEPING NCII

COMPETENCY-BASED CURRICULUM

Sector:

Tourism (Hotel and Restaurant)[1]

TR – HOUSEKEEPING NCII Promulgated December 2013

Qualification:

HOUSEKEEPING NC IITECHNICAL EDUCATION AND SKILLS DEVELOPMENT

AUTHORITYEast Service Road, South Superhighway, Taguig City,

Metro Manila

[2]


TABLE OF CONTENTS

Page

A. COURSE DESIGN........................................1-19

B. MODULES OF INSTRUCTION..............................20-98

Basic Competencies.................................21-36o Participating in workplace communicationo Working in a team environmento Observing Gender Sensitivity in the workplaceo Practicing career professionalismo Demonstrate work values and gender sensitivityo Practicing occupational health and safety

procedureso Practicing basic housekeeping procedures

Common Competencies..............................38 - 62o Developing and updating industry knowledgeo Observing workplace hygiene procedureso Performing computer operationso Performing workplace and safety practiceso Providing effective customer service

Core Competencies................................64 - 98o Providing Housekeeping Services to Guesto Clean and prepare rooms for guestso Providing Valet/Butler Service o Laundering Linen and Guest Clotheso Cleaning Public areas, facilities and equipment

[3]


o Deal with/handle intoxicated guests

[4]


COURSE DESIGN

COURSE TITLE : HOUSEKEEPING

NOMINAL DURATION : 465 hours

QUALIFICATION LEVEL : NC II

COURSE DESCRIPTION : This course is designed to enhancethe knowledge, skills and attitude inHousekeeping specifically it covers, toprovide housekeeping services to guest,prepare room for guest, clean premises,provide valet service , launder linen andguest clothes

SUMMARY OF LEARNING OUTCOMES :

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

1. Obtain and convey workplace information2. Complete relevant work related documents3. Participate in workplace meeting and discussion4. Describe and identify team role and responsibility in a team5. Describe work as a team member6. Discuss the differences between sex and gender7. Discuss gender identity and sexual orientation8. Analyze the different manifestation of gender inequality in

TVET and in society9. Discuss gender and right based approach to sexual and

reproductive health including HIV-AIDS awareness and prevention.

10. Integrate personal objectives with organizational goals11. Set and meet work priorities12. Maintain professional growth and development13. Describe the purpose of work14. Identify and deal with ethical problems15. Apply work values and gender sensitivity16. Maintain integrity of conduct in the workplace17. Evaluate hazard and risks control hazards and risks 18. Maintain occupational health and safety awareness19. Sort and remove unnecessary items

CBC – HOUSEKEEPING NCII Promulgated March 2005

20. Arrange items21. Maintain work areas, tools and equipment22. Follow standardized work process and procedures23. Perform work spontaneously24. Identify and access key source of information on the

industry25. Access, apply and share industry information26. Update continuously relevant industry knowledge27. Practice personal grooming and hygiene28. Practice safe and hygienic handling, storage and

disposal of food, beverage and materials29. Identify and explain the functions, general features and

capabilities of both hardware and software30. Prepare and use appropriate hardware and software

ENTRY REQUIREMENTS:

Candidate/trainee must be any of the following: Can communicate both oral and written Good moral character Physically and mentally fit

[6]


Units ofCompetency Module Title Learning Outcomes Nominal

Duration1. Participate

in workplace communication

1.1Participatingin

workplace

communication

1.1.1 Obtain and convey workplace information.

1.1.2 Complete relevant work related documents.

1.1.3 Participate in workplace meeting and discussion applying gender-fair language.

5.5 hours

2. Work in a teamenvironment

2.1 Working in a team environment

2.1.1 Describe and identify team role and scope, identify individual role and responsibilities within a team.

2.1.2 Describe and work as a team member.

5 hours

Observing Gender Sensitivity in the workplace

2.1.3 Discuss the differences between sex and gender.

2.1.4 Discuss gender identity and sexual orientation

2.1.5 Analyze the different manifestation of gender inequality in TVET and insociety.

2.1.6 Discuss gender and rightsbased approach to sexual and reproductive health including HIV-AIDS awareness and prevention.

12 hours

3. Practice career professionalism

3.1 Practicing career professionalism

3.1.1 Integrate personal objectives with organizational goals.

3.1.2 Set and meet work priorities.

3.1.3 Maintain professional growth and development.

5.5 hours

3.2 Demonstratingwork values and gender sensitivity

3.1.4 Describe the purpose of work.

3.1.5 Identify and deal with ethical problems

3.1.6 Apply work values and gender sensitivity.

3.1.7 Maintain integrity of conduct in the workplace.

8 hours

4. Practice 4.1 Practicing 4.1.1 Evaluate hazard and risks 6 hours[7]


Units ofCompetency Module Title Learning Outcomes Nominal

Durationoccupational health and safety procedures

occupational health and safety procedure

4.1.2 Control hazards and risks4.1.3 Maintain occupational

health and safety awareness

4.2 Practicing occupational health and safety procedure

4.1.4 Sort and remove unnecessary items

4.1.5 Arrange items4.1.6 Maintain work areas,

tools and equipment4.1.7 Follow standardized work

process and procedures4.1.8 Perform work

spontaneously

5 hours

BASIC COMPETENCIES (47 hours)

COMMON COMPETENCIES(18 hours)

Units ofCompetency Module Title Learning Outcomes

NominalDuratio

n1. Develop and

update industry knowledge

1.1 Developing andupdate industry knowledge

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 hours

2. Observe workplace hygiene procedures

2.1 Observing workplace hygiene procedures

2.1.1 Practice personal grooming and hygiene

2.1.2 Practice safe and hygienic handling, storage and disposal of food, beverage and materials

2 hours

[8]



NominalDuratio

n3. Perform

computer operations

3.1 Performing computer operations

3.1.1 Identify and explain the functions, general features and capabilitiesof both hardware and software

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

6 hours

4. Perform workplace and safety practices

4.1 Performing workplace and safety practices

4.1.1 Practice workplace safety, security and hygiene systems, processes and operations

4.1.2 Respond appropriately to faults, problems and emergency situations in line with enterprise guidelines

4.1.3 Maintain safe personal presentation standards

2 hours

5. Provide effective customer service

5.1 Providing effective customer service

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 enterprise procedures

5.1.4 Handle customer complaints, evaluation and recommendations

5.1.5 Provide prompt and quality service to

6 hours

[9]



NominalDuratio

ncustomer

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.)

UNIT OFCOMPETENCY MODULE TITLE MODULE CONTENT NOMINAL

DURATION1. Provide

housekeeping services to guest

1.1 Providing housekeeping services to guest

1. Identify and performdifferent housekeepingservices

2. Follow the correctprocedures in handlinghousekeeping requests

50

2. Prepare rooms for guests

2.1 Preparing roomsfor guests

1. Identify the correctchemicals, equipment andprocedures for cleaningthe room

2. Follow enterpriseprocedures and standardsin presenting guest rooms

3. Set up equipment andtrolleys property

4. Follow the correctprocedure in accessingrooms for servicing

5. Follow correct procedurein making up beds

6. Follow correct procedurein cleaning rooms

7. Follow the correctprocedure in cleaning andstoring trolleys andequipment

150

3. Provide Valet/Butler Service

3.1 Providing Valet/Butler Service

1. Identify valet/butlerservices

2. Proper coordination toensure optimum privacy,security andconfidentially of allguests

50

[10]


3. Display professionalvalet standards

4. Ensure proper handling ofguest’s property

4. Laundry Linenand guest clothes

4.1 Laundering and guest clothes

1. identify types of fabricand laundry equipment

2. observe safety practicesin handling laundryequipment and chemicals

3. follow correct procedurein laundering process forguests laundry items

4. package and store laundryitems

50

5. Clean Premises

5.1 Cleaning Premises

1. select and use equipmentand materials properlyfor cleaning premises

2. comply with occupationalhealth and safetyrequirements in preparingdry and wet cleaningagents and chemicals

3. identify and explaindifferent cleaningoperations, chemicals andtreatment of commonhazards

4. disposes garbage and usedchemical properly

5. maintain and storecleaning equipment andchemicals

100

400 hrs

[11]


COMPETENCY ANALYSISThis table describe the number of modules develop in a particular unit of competency.

Unit of Competency No. ofmodules

Total

A. Basic1. Participate in workplace communication2. Work in a team environment3. Practice career professionalism4. Practice occupational health and

safety procedures

1 111

4

B. Common1. Develop and update industry knowledge2. Observe workplace hygiene procedures3. Perform computer operations4. Perform workplace and safety practices5. Provide effective customer service

11111

5

C. Core1. Provide housekeeping services to guest2. Prepare rooms for guest3. Clean premises4. Provide valet service5. Launder linen and guest clothes

11111

5

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

[12]


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

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

Tools Mops Brushers Brooms Buckets Dust pans Garbage receptacles

[13]


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 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

[14]


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 CD’s 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 Must have at least 2 years job/industry experience (optional.

Only when required by the hiring institution)

[15]


[16]


MODULES OF INSTRUCTION

BASIC COMPETENCIES

HOUSEKEEPING NC II

[17]


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 beable to:

LO 1. Obtain and convey workplace information LO 2. Complete relevant work related documents. LO 3. Participate in workplace meeting and discussion.

[18]


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 speech2. Sentence construction3. Effective communication4. 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 discussion2. Interaction3. Lecture

[19]


Reportorial ASSESSMENT METHOD:

1. Written test2. Practical performance test3. Interview

[20]


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 construction2. Technical writing3. Recording information

CONDITIONS:

The students/trainees must be provided with the following:

1. Paper2. Pencils/ball pen3. References (books)4. Manuals

METHODOLOGIES:

1. Group discussions2. Interaction3. Lecture

ASSESSMENT METHOD:

[21]


1. Written test2. Practical / performance test3. Interview

L03. COMPLETE RELEVANT WORK RELATED DOCUMENTS.


1. Ranges of forms relating to conditions of employment arecompleted 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 mathematics2. Technical writing3. Types of forms

CONDITIONS:

The students/trainees must be provided with the following: 1. Paper2. Pencils / ball pen3. Reference books4. Manuals

[22]


METHODOLOGIES:

1. Group discussion2. Interaction3. Lecture

ASSESSMENT METHOD:

1. Written test2. Practical! Performance testInterview

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)

[23]



Upon completion of this module the students/ trainees will beable to:

LO1. Describe and identify team role and responsibility in a team. LO2. Describe work as a team.

[24]


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 responsibilities3. Role and responsibilities with team environment.4. Relationship within a team.

CONDITIONS:

The students/ trainees must be provided with the following: 1. SOP of workplace2. Job procedures3. Client / supplier instructions4. Quality standards5. Organizational or external personnel

METHODOLOGIES:

1. Group discussion/interaction2. Case studies3. Simulation

ASSESSMENT METHODS:

1. Written test

[25]


2. Observation3. Simulation4. Role playing

[26]


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 process2. Team structure / team roles3. Group planning and decision making

CONDITIONS:

The students I trainees must be provided with the following:

1. SOP of workplace2. Job procedures3. Organization or external personnel

METHODOLOGIES:

1. Group discussion/interaction2. Case studies3. Simulation

ASSESSMENT METHOD: 1. Observation of work activities 2. Observation through simulation or role play 3. Case studies and scenarios.

[27]


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 communicationWork 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

[28]


LO 1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS

ASSESSMENT CRITERIA:1. Pursue personal growth and work plan towards improving

qualifications set for profession2. 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 ethics2. Personal hygiene3. Interpersonal and intrapersonal skills4. Communication skills5. Fundamental rights at work6. Company procedures and standards

CONDITIONS:

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Suppliessimulated laboratory room

case studies

electronic learning device

prints and media

[29]


computertelevision and video set

METHODOLOGY:1. Video presentation2. Discussion3. Research

ASSESSMENT METHOD:1. Interview - oral2. written3. Observation

LO 2. SET AND MEET WORK PRIORITIES

ASSESSMENT CRITERIA:1. Completing demands are prioritized to achieve personal, team

and organizational goals and objectives2. Resources are utilized efficiently and effectively to manage

with priorities and commitments3. Practice long economic use and maintenance equipment and

facilities are followed as per established procedures.

CONTENTS:1. Work values and ethics2. Company policies3. Company operating procedures and standards4. Gender and Development

[30]


5. Personal Hygiene

CONDITIONS:


Tools Equipment Materials/ Suppliesassessment tools for case studies

simulated laboratory room

case studies

electronic learning device

prints and media

computer Workplace/ location assessment

television and video set

METHODOLOGY:1. Lecture/ Discussion2. Research/ project

ASSESSMENT METHOD:1. Interview - oral2. Written3. Portfolio assessment4. Simulation

LO 3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT


[31]


1. Trainings and career opportunities are identified and availed of based on job requirements

2. Recognitions are sought/ received and demonstrated as proofof career advancement

3. Obtain and renew licenses and/ or certifications relevant to job and career

CONTENTS:1. Certifications and licenses appreciation2. Participate in training programs3. Awards/ rewards

CONDITIONS:


Tools Equipment Materials/ SuppliesCertificates and licensespen and paper

METHODOLOGY:1. Film viewing2. Lecture3. Group Discussion4. Research5. Simulated training workshops

ASSESSMENT METHOD:1. Interview - oral2. Written3. Observation

[32]


BASIC COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES

MODULE TITLE : PRACTICING OCCUPATIONAL HEALTH AND SAFETY PROCEDURES

MODULE DESCRIPTOR : This module covers the knowledge, skills andattitudes 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

[33]


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 control2. Organizational safety and health protocol3. Threshold limit value (TLV)4. OHS indicators

CONDITIONS:

The students/ trainees must be provided with the following: 1. Workplace2. PPE3. Learning Guides4. Hand-outs

• Organizational Safety and Health Protocol• OHS Indicators• Threshold Limit Value• Hazards/Risk Identification and Control

5. CD’s, VHS tapes, transparencies METHODOLOGIES:

1. Interactive -lecture2. Simulation3. Symposium4. Group Dynamics

ASSESSMENT METHOD:

[34]


1. Situation Analysis2. Interview3. Practical Exam4. Written Exam

[35]


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 table2. Phil OHS Standards3. Effects of hazards in the workplace4. Ergonomics5. EGG Regulations

CONDITIONS:


1. Hand outs on• Phil. OHS Standards• Effects of hazards in the workplace• Ergonomics• EGG regulations

2. TLV Table3. CD’s, VHS tapes, transparencies

METHODOLOGIES:

1. Interactive -lecture2. Situation Analysis3. Symposium4. Film viewing5. Group Dynamics

[36]


ASSESSMENT METHOD:

1. Interview2. Written Exam3. Simulation

[37]


LO 3. CONTROL HAZARDS AND RISKS

ASSESSMENT CRITERIA: 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 organization’s OHS policies.

3. Personal protective equipment is correctly used in accordancewith 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:

1. Safety RegulationsClean Air ActElectrical and Fire Safety CodeWaste managementDisaster 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 Procedures2. OHS Personal Records3. PPE4. CD’s, VHS tapes, transparencies

METHODOLOGIES:

[38]


1. Interactive -lecture2. Symposium3. Film Viewing4. Group Dynamics5. Self pace

ASSESSMENT METHOD:

1. Written2. Interview3. Case/Situation Analysis4. Simulation

[39]


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. Workplace2. PPE3. OHS personal records4. CD’s, VHS tapes, transparencies5. Health record

METHODOLOGIES:

1. Interactive -lecture2. Simulation3. Symposium4. Film Viewing5. Group Dynamics

ASSESSMENT METHOD:

1. Demonstration[40]


2. Interview3. Written Exam4. Portfolio Assessment


COMMON COMPETENCIES

HOUSEKEEPING NC II

[41]


COMMON COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

MODULE TITLE : DEVELOPING AND UPDATE INDUSTRY KNOWLEDGE

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

NOMINAL DURATION : 5 Hrs.


PRE-REQUISITE :


[42]


Upon completion of this module, the trainees/students shouldbe able to:

LO 1. identify and access key resources of information on theindustry

LO 2. access , apply and share industry information

LO 3 update continuously relevant industry knowledge

[43]


LO 1 Identify and access key resources of information on theindustry


1. Sources of information on the industry are correctlyidentified and accessed

2. Specific information on sector of work is accessed andupdated

CONTENTS:

1. Information sources media reference book libraries union industry association internet personal observation

CONDITIONS:

1. Proper hygiene procedure manuals2. internet3. personal computer4. reference book5. industry journals

METHODOLOGY:

1. Self paced/modular2. Demonstration3. Small group discussion4. Distance education

ASSESSMENT METHODS

1. Written/Oral examination

[44]


2. Practical demonstration

LO 2. Access , apply and share industry information


Sources of information on the industry are accessed andapplied

Industry information is correctly applied to day-to-dayactivity

Information to assist effective work performance is obtained

CONTENTS:

Trade unions environmental issues and requirementsIndustrial relations issues and major organizationCareer opportunitiesWork ethic required to work in the industryQuality assurance

CONDITIONS:

Industry journals/manualsinternetpersonal computerreference book

METHODOLOGY:

[45]



ASSESSMENT METHODS

1. Written/Oral examination2. Practical demonstration

[46]


LO 3 update continuously relevant industry knowledge


1. Updated knowledge is shared with customer and colleagues2. 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. internet2. personal computer3. reference book

METHODOLOGY:


ASSESSMENT METHODS


[47]


COMMON COMPETENCY : OBSERVE WORKPLACE HYGIENE PROCEDURES

MODULE TITLE : OBSERVING WORKPLACE HYGIENE PROCEDURES

MODULE DESCRIPTOR : This module covers the knowledge, skillsand attitudes In observing workplacehygiene procedures.



PRE-REQUISITE :


Upon completion of this module, the trainees/students shouldbe able to:

LO 1 Practice personal grooming and hygiene

LO 2 Practice safe and hygienic handling, storage and disposal offood, beverage, and materials

LO 3 identify and respond to hygienic risk

LO 4 Cleaning and disinfectant

[48]


[49]


LO 1 Practice personal grooming and hygiene


1. Proper hygiene procedures are followed2. 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:

1. Proper hygiene procedure manuals2. Soap3. Sanitizer4. Hygiene products

METHODOLOGY:


ASSESSMENT METHODS


[50]


LO 2Practice safe and hygienic handling, storage and disposal offood, beverage, and materials


1. Proper handling, storage and disposal of food, beverage,and

2. materials are followed3. Proper disposal of waste are hygienically practice

regularly4. 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:

1. Proper hygiene procedure manuals2. Soap3. Sanitizer4. Hygiene products5. Proper food handling and storage manual

[51]


METHODOLOGY:


ASSESSMENT METHODS


[52]


LO 3 Identify and respond to hygienic risk


1. Potential hygiene risks are identified2. 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:


METHODOLOGY:


ASSESSMENT METHODS


[53]


LO 4 Cleaning and disinfectant


1. Proper use of cleaning materials are identified2. Proper cleaning procedures are followed 3. Proper disinfectants are used

CONTENTS:

1. Different cleaning materials2. Cleaning procedures3. Cleaning Guidelines

CONDITIONS:


METHODOLOGY:


[54]


ASSESSMENT METHODS


[55]


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 QUALIFICATION

: NC II

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

[56]


[57]


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 accordancewith 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 computer3. Storage devices and basic categories of memory4. Types of software5. Computer capacity6. OHS Guidelines7. Computer Capacity

CONDITION:

The trainees/students must be provided with the following:

Equipment and Accessories

personal computernetwork systemcommunication equipmentprinterscannerkeyboardmouse

Supplies and Materialsoffice supplies

[58]


diskettesCDsZip disks

ToolsSet of screw driver

Learning MaterialsLearning elements/activity sheetsManufacturer’s manual

[59]


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 computerStorage mediaErgonomic guidelines

CONDITION:


Equipment and Accessoriespersonal computernetwork systemcommunication equipmentprinterscannerkeyboardmouse

Supplies and Materials

[60]


office suppliesdiskettesCDsZip disks



[61]


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 Information2. Desktop Icons3. Keyboard Techniques Based on OHS Requirements

CONDITION:



Supplies and Materialsoffice suppliesdiskettesCDsZip disks

Tools

[62]


Set of screw driver


[63]


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 Commands6. Operation and Use of Peripheral Devices7. Procedures in Transferring Files/Data

CONDITION:



Supplies and Materialsoffice suppliesdiskettesCDsZip disks

Tools

[64]


Set of screw driver


[65]


LO 5 Maintain computer equipment and systems

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:

1. Cleaning, Minor Maintenance and Replacements of Consumables

2. Creating More Space in the Hard Disk3. Reviewing Programs4. Deleting Unwanted Files5. Checking Hard Disk for Errors6. Viruses and Up to Date Anti-Virus Programs

CONDITION:



Supplies and Materialsoffice suppliesdiskettesCDs

[66]


Zip disks



[67]


COMMON COMPETENCY : PERFORM WORKPLACE SAFETY PRACTICES

MODULE TITLE : PERFORMING WORKPLACE SAFETY PRACTICES

MODULE DESCRIPTOR : This module covers the knowledge, skills andattitudes in following health, safety andsecurity practices. It includes dealingwith emergency situations andmaintaining safe personal standard.



PRE-REQUISITE :


Upon completion of this module, the trainees/students should beable to:

LO 1. Practice workplace safety, security and hygiene systems,processes and operation

LO 2. Responds appropriately to faults, problems and emergencysituations

LO 3. 5’s in workplace

LO 4. Environmental protection awareness

[68]


[69]


LO 1. Practice workplace safety, security and hygiene systems,processes and operation


1. Correct healthy, safety and security procedures arecomplied in line with the legislation and regulation

2. Correct health, safety and security procedures arefollowed.

3. Breaches of health, safety and security procedures areidentified.

CONTENTS:

1. Health, safety and security procedures2. Breaches procedures

CONDITIONS:

1. Manuals2. Handbook safety and security3. Report (sample)

METHODOLOGY:


ASSESSMENT METHODS

Written/Oral examination

[70]


Practical demonstration

LO 2 Responds appropriately to faults, problems and emergencysituations .


1. Emergency and potential emergency are recognized andappropriate action are taken

2. Emergency procedures are followed in line withenterprise procedures

3. Assistance is sought from colleagues to resolve orrespond to emergency situation

4. Safe personal presentation standard are identified andfollowed

CONTENTS:

1. Emergency procedurePersonal injuriesFireElectrocutionNatural calamityCriminal acts

2. Safe personal presentation standard

CONDITIONS:

[71]


1. Emergency procedure manuals2. Handbook safety and security3. Report 4. Emergency drills – instruction/guidelines

METHODOLOGY:


ASSESSMENT METHODS

1. Written/Oral examination2. Practical demonstration3. Observation

LO 3. 5’s in workplace


1. Follow the principles of FI-FO2. Set aside everything in its proper place3. Proper labeling of cabinets/shelves4. Sweep floor and dust furniture and fixtures

CONTENTS:

1. 5’s Principles

CONDITIONS:

[72]


1. soft brooms2. duster3. organizers4. labeling materials5. markers

METHODOLOGY:


ASSESSMENT METHODS


[73]


LO 4 Environmental protection awareness


1. Segregates wastes2. Identify bio-degradable from non-bio-degradable3. Empties trash regularly4. Use environmental friendly materials in waste disposal5. Proper waste disposal

CONTENTS:1. Waste management2. Pollution control3. Effect of pollution4. Types of pollutants

CONDITIONS: Students must be provided with the following

1. Modules2. Reference book3. Guidelines on waste disposal4. Flyers/brochures

METHODOLOGY:


ASSESSMENT METHODS


[74]


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 communicationskills 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

[75]


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 disseminated3. Use interactive communication with others

CONTENTS:

1. Personality development and public relations2. Basic oral communication/ writing memos and letters3. Preparing job documentation4. Following instructions5. Filling-out forms

CONDITIONS: Students/Trainees must be provided with the following:

Tools Equipment Materials

Recorder Video Camera recorder

V8 tape

Microphone Television CDFull-body mirror VHS/DVD Player Make=up kitCompany dress References:

Books, brochures, manuals

[76]


Methodology :

Modular (self-pace learning)Electronic LearningIndustry ImmersionDemonstrationFilm-viewing

Assessment Method:

Interview (oral/questionnaire)ObservationDemonstration of Practical Skills

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 followed3. Identified opportunities to enhance the quality of services

and products were implemented4. Time management

CONTENTS:

1. Food and culture2. Exploration of food trends

- Past, present and future trend3. Communication standards in customer service

[77]





V8 tape

Microphone Television CDFull-body mirror VHS/DVD Player Make=up kitCompany dress References:


Methodology :

1. Modular (self-pace learning)2. Electronic Learning3. Industry Immersion4. Demonstration5. Film-viewing

Assessment Method:

1. Interview (oral/questionnaire)2. Observation3. Demonstration of Practical Skills

LO 3 Handle queries through telephone, fax machine, internet and e-mail


[78]


1. Applied telephone ethics2. Applied correct procedure in using telephone, fax machine

and internet3. Daily report is accomplished according to company rules and

regulations

CONTENTS:

1. Uses of telephone, fax machine, internet and e-mail2. Telephone and electronic mail ethics3. Procedures in handling queries




V8 tape

Microphone Television CDFull-body mirror VHS/DVD Player Make=up kitCompany dress Fax machine References:

Computer with printer and internet connection


Methodology :


Assessment Method:

1. Interview (oral/questionnaire)2. Observation3. Demonstration of Practical Skills

[79]


[80]


LO 4 Handle customer complaints, evaluation and recommendations


1. Interview skills2. Skills in handling customer complaints3. Guidelines in handling complaints were identified4. Complaints were evaluated and resolved based on its nature,

details and degree of liability

CONTENTS:

1. Guidelines in handling complaints2. Procedures in responding and resolving complaints




V8 tape

Microphone Television CDFull-body mirror VHS/DVD Player Make=up kitCompany dress Fax machine References:

Computer with printer and internet connection


Methodology :


Assessment Method:

1. Interview (oral/questionnaire)2. Observation

[81]


3. Demonstration of Practical Skills


CORE COMPETENCIES

HOUSEKEEPING NC II

[82]


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 :

[83]


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

LO 1. RECEIVE HOUSEKEPING REQUESTS


[84]


1.1 Guest/staff housekeeping requests and service delivery are accepted and recorded in accordance to enterprise policies andprocedure.

1.2 Details of requests made are confirmed and noted in accordancewith 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 regulations2. Interpersonal skills: Communication and listening Skills3. Upselling and selling techniques4. Basic operational skills on facilities and equipment5. Personal hygiene6. Hotel organization structure: departments and its functions

“Rank and File”7. Preparing requisitions for maintenance services

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

Tools Equipment Materials/ SuppliesTapes Telephone Pen and paperBrochures/ manuals Computer Housekeeping/ FO

formsGuest folio, guest list

Shower (with hot and cold)

operating manuals

caution signs refrigerator room supplies and amenities

electric fanair conditioning unitshelvesalarm clocktelevision and video player

METHODOLOLGY:

Modular (self-paced) Electronic learning

[85]


Industry Immersion Film viewing Demonstration Discussion

ASSESSMENT METHOD:

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

LO 2. PROVIDE/SERVICE HOUSEKEEPING REQUESTS


2.1 Identified service/item is obtained through liaison with otherstaff in accordance with enterprise procedures

2.2 Required items are located and delivered to guest room in accordance with enterprise procedures

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 forms2. Codes and regulations3. Handle queries through telephone, fax machine, internet and

e-mail4. Interpersonal skills: Communication and listening skills5. Upselling and selling techniques

CONDITIONS:


Tools Equipment Materials/ Suppliesbrooms Telephone Pen and papersqueegees Computer Housekeeping/ FO

formsdust pans guest room (complete operating manuals

[86]


and operational laboratory)

rugs for various purposes

refrigerator room supplies and amenities

toilet bowl brush electric fan brochures and ratestoilet pump air conditioning unit cleaning chemicalsgloves shelves first aid kitmop squeezer alarm clockstep ladder television and video

playerbuckets vacuum cleanerssorting baskets carpet sweeperbrushes baby’s crib

roll-away beds/ cotscaddy/ trolley

METHODOLOGY: ASSESSMENT METHOD

Modular (self-paced) Interview (oral/ questionnaire)Electronic learning ObservationIndustry Immersion Demonstration of PracticalSkillsFilm viewing Written examinationDemonstration Discussion

:

LO 2. PROVIDE/SERVICE HOUSEKEEPING REQUESTS


2.5 Identified service/item is obtained through liaison with otherstaff in accordance with enterprise procedures

2.6 Required items are located and delivered to guest room in accordance with enterprise procedures

2.7 Equipment is set up in guest room in accordance with the request of the guest

[87]


2.8 Requested items are removed from guest rooms in accordance with enterprise procedures.

CONTENTS:6. Housekeeping and Front Office forms7. Codes and regulations8. Handle queries through telephone, fax machine, internet and

e-mail9. Interpersonal skills: Communication and listening skills10. Upselling and selling techniques

CONDITIONS:



formsdust pans guest room (complete


operating manuals







Modular (self-paced) Interview (oral/ questionnaire)Electronic learning Observation

[88]


Industry Immersion Demonstration of PracticalSkillsFilm viewing Written examinationDemonstration DiscussionLO 4. LIAISE WITH OTHER DEPARTMENTS


CONTENTS:11. Housekeeping and Front Office forms12. Codes and regulations13. Handle queries through telephone, fax machine, internet

and e-mail14. Interpersonal skills: Communication and listening skills15. Upselling and selling techniques

CONDITIONS:





operating manuals






[89]



Modular (self-paced) Interview (oral/ questionnaire)Electronic learning ObservationIndustry Immersion Demonstration of PracticalSkillsFilm viewing Written examinationDemonstration Discussion

[90]


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

[91]


LO 1. SET-UP EQUIPMENT AND TROLLEYS

ASSESSMENT CRITERIA:1. Cleaning supplies and equipment required for servicing rooms

are correctly selected and prepared for use2. 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 equipment2. Types cleaning materials and supplies and their uses3. Classification of cleaning tools, equipment and materials

according to their uses and care4. Setting-up of trolley/ caddy with cleaning materials

according to needs and establishment standards.5. Safety measures in handling different cleaning equipment and

chemicals6. Safe keeping practices7. Safety hazards and precautions

CONDITION:


[92]





operating manuals



toilet bowl brush electric fan brochures and ratestoilet pump air conditioning unit cleaning chemicalsrubber gloves shelves first aid kitmop squeezer alarm clock waterstep ladder television and video

playerdetergents

buckets vacuum cleaners drop sheets/ rubber mats

sorting baskets carpet sweeper sanitizing agentsbrushes baby’s crib small towelsdish sponge roll-away beds/ cots garbage bagsspray bottles caddy/ trolley air freshenercob web removers sofa disinfectantsapron tables lint free clotheswater hose cabinets solvents

floor polisher scouring pads

METHODOLOGY:

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

ASSESSMENT METHOD:

Interview (oral/ questionnaire)[93]


Observation Demonstration of Practical Skills Written examination

LO 2. ACCESS ROOMS FOR SERVICING


[94]


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

2. Rooms are accessed in accordance with the establishment’s customer service and security procedures.

CONTENTS:1. Codes and regulation2. Basic phraseologies in housekeeping3. Housekeeping reports, checklists and forms

CONDITION:


Tools Equipment Materials/ SuppliesHousekeeping reports and endorsements

Telephone Pen and paper

Computer Housekeeping/ FO formsbrochures/ ratesStandard room amenities

METHODOLOGY:


ASSESSMENT METHOD:

Interview (oral/ questionnaire) Observation Demonstration of Practical Skills

[95]


Written examination

LO 3. 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 tothe laundry department

3. Bed linens are replaced in accordance with establishment standards and procedures.

CONTENTS:1. Types and sizes of linens, pillows and bed sheets2. Procedures in making up beds and cots3. Color harmony

CONDITION:


Tools Equipment Materials/ Supplieslamp shade bed tissuepillows dresser trash bin /garbagepillow cases table linensbed sheets chairtrash can/ garbage binblanketsmirrorbed cover

METHODOLOGY:

Modular (self-paced)[96]


Electronic learning Industry Immersion Film viewing Demonstration Discussion

ASSESSMENT METHOD:


LO 4. CLEAN AND CLEAR ROOMS

ASSESSMENT CRITERIA:1. Rooms are cleaned in correct order and with minimum

disruption to guests2. 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 takenin 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:

[97]


1. Materials, tools, chemical agents and equipment needed in cleaning guest room

2. Procedures on cleaning guest rooma. occupied/vacantb. ceilings and flooringsc. lanai aread. furniture and fixturese. bed

3. Procedures in cleaning furniture and fixtures4. Procedures in cleaning bathroom and toilet5. Identifying pests and applying proper control6. Procedures in mixing sanitizing agents7. Sanitizing rooms and bathrooms8. Replenishing room and bathroom supplies and amenities9. Safety measures in cleaning10. Home management practices11. Cleaning motion in guest room

CONDITIONS:





operating manuals




playerdetergents


sorting baskets carpet sweeper sanitizing agentsbrushes baby’s crib small towelsdish sponge roll-away beds/ cots garbage bags

[98]


spray bottles caddy/ trolley air freshenercob web removers sofa disinfectantsapron tables lint free clotheswater hose cabinets solventsdamp cloth floor polisher scouring pads

insecticide/ pesticide

METHODOLOGY:


ASSESSMENT METHOD:


[99]


LO 5. CLEAN AND STORE TROLLEYS AND EQUIPMENT

ASSESSMENT CRITERIA:1. Trolleys and equipment are cleaned after use in accordance

with establishment procedures2. All items are correctly stored in accordance with

establishment procedures3. Supplies and items are checked and replenished or re-ordered

in accordance with establishment procedures.

CONTENTS:1. Types of cleaning materials and equipment2. Cleaning and keeping cleaning materials and equipment

according to manufacturer’s operating procedures and establishment standards.

3. Safe keeping practices in accordance with establishment standards.

CONDITION:





operating manuals




playerdetergents


[100]


sorting baskets carpet sweeper sanitizing agentsbrushes baby’s crib small towelsdish sponge roll-away beds/ cots garbage bagsspray bottles caddy/ trolley air freshenercob web removers sofa disinfectantsapron tables lint free clotheswater hose cabinets solventsdamp cloth floor polisher scouring pads

insecticide/ pesticide

METHODOLOGY:


ASSESSMENT METHOD:


[101]


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

[102]


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 guest’s property.

[103]


LO 1. 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:1. Basic roles of valet service within Philippine hospitality

industry.2. Building guest rapport through oral and written communication3. Procedures in performing valet services:

a. Picking- up laundryb. Checking laundry for possible damagesc. Sorting, endorsing and delivery of laundry

4. Procedures in keeping laundry area clean in accordance with establishment standards.

CONDITION:


Tools Equipment Materials/ SuppliesCaddy/ trolley luggage carrier pen and paperlaundry basket sorting shelves tagslabeler housekeeping forms

METHODOLOGY:

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

[104]


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

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 withStandard 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 department2. Prepare reports and endorsements of valet service provider3. Procedure of sorting and marking of laundry items.4. Checking laundry condition5. Delivery of laundry and luggage to guest room.

CONDITION:


Tools Equipment Materials/ SuppliesCaddy/ trolley luggage carrier pen and paper

[105]


laundry basket sorting shelves tagslabeler washing machine housekeeping forms

drying machine organizational chartdry-washing equipment laundry supplies

laundry itemslaundry report forms

METHODOLOGY:


ASSESSMENT METHODS:


LO 3. 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 andwritten 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.

[106]


2. Communication phrases of valet service provider with guest inaccordance with establishment standards

3. Personality development: Grooming and personal hygiene

CONDITIONS:


Records/ profiles of guests

METHODOLOGY:


ASSESSMENT METHODS:


LO 4. CARE FOR GUEST PROPERTY


[107]


1. Luggage is unpacked, stored and packed neatly in accordance with guest instructions.

2. Guest clothes are appropriately prepared and presented, readyfor guest use.

3. Shoes are correctly cleaned4. 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 guest’s clothes ready

for use.3. Identify cleaning materials and supplies appropriate for

shoes based on material of shoes.4. Cleaning and preparing guest’s shoes in accordance with

establishment standards5. 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:


Tools Equipment Materials/ Suppliesshoe brush luggage carrier cleaning agentscleaning rags flat iron needles and threads

steam pressers pen and paperironing board guest foliocabinets

METHODOLOGY:

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

[108]


Industry Immersion Film viewing

ASSESSMENT METHODS:


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 cleaningpremises.

LO 2. Comply with occupational; health and safety requirements in preparing dry and wet cleaning agents and chemicals

[109]


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

LO 6. Maintain and store cleaning equipment and chemicals

LO 1. SELECT AND USE EQUIPEMNT AND MATERIALS PROPERLY FOR CLEANINGPREMISES

ASSESSMENT CRITERIA:1. Equipment are selected according to type of cleaning to be

undertaken2. All equipment are checked if clean and in safe working

condition prior to use3. 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:

[110]


1. Common equipment and cleaning chemicals and agents and their usage in accordance with manufacturer’s instruction

2. Identification and treatment of common hazards in the work area

3. Occupational health and safety requirements4. Common protective clothing and materials and their

appropriate use.5. Checking safety and working conditions of cleaning equipment

in accordance with manufacturer’s instruction and establishment operating standards.

CONDITON:


Tools Equipment Materials/ SuppliesWaterproof clothing and footwear

Vacuum cleaners cleaning agents and chemicals

Jackets Polisher/ scrubbers goggles and masksApron dustersMops, brooms, brushes dust pansOveralls garbage bagsPansGarbage receptaclesBucketsHeadwear

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

ASSESSMENT METHODS: Observation Interview Written examination Demonstration of practical skills Third party report

[111]


LO 2. COMPLY WITH OCCUPATIONAL HEALTH AND SAFETY REQUIREMENTS I PREPARING DRY AND WET CLEANING AGENTS AND CHEMICALS

ASSESSMENT CRITERIA:1. Occupational health and safety requirements are complied with2. Equipment are checked if clean and in safe working conditions

prior to use3. 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 establishment3. Laws on general workplace safety, hazardous substances and

manual handling and storage requirements4. Checking safety and working condition of cleaning equipment

in accordance with manufacturer’s instructions and establishment procedures

CONDITIONS:



Vacuum cleaners cleaning agents and chemicals

Jackets Polisher/ scrubbers goggles and masksApron dustersMops, brooms, brushes dust pansOveralls garbage bagsPans Mixing formulaGarbage receptacles Policies and laws on

general workplace safety

BucketsHeadwear

METHODOLOGY: Modular (self-paced) Electronic learning

[112]


Demonstration Discussion Industry tour Industry Immersion Film viewing

ASSESSMENT METHODS: Observation Interview Written examination Demonstration of practical skills Third party report

LO 3. 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

identified3. 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.

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:


[113]



Vacuum cleaners operating manuals andbrochures

Jackets Polisher/ scrubbers goggles and masksApron dustersMops, brooms, brushes dust pansOveralls garbage bagsPans disinfectantsGarbage receptaclesBucketsHeadwearsigns and advisories

METHODOLOGY:


ASSESSMENT METHODS:


[114]


LO 4. DISPOSE GARBAGE AND USED CHEMICALS PROPERLY

ASSESSMENT CRITERIA: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

manufacturer’s instructions and safety and environmental legislation requirements.

[115]


2. Procedure in garbage disposal in accordance with establishment standards

CONDITION:


Tools Equipment Materials/ Suppliesgarbage receptacles manuals and brochuresgarbage bin/ trash can

garbage bags

safety and environment legislation policies

METHODOLOGY:


ASSESSMENT METHODS:


[116]


LO 5. 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 customer

CONTENTS:1. Procedures in cleaning public bathrooms2. Procedures in Cleaning public areas (internal and external),

private lounge areas and balconies3. Procedure in cleaning function rooms4. Procedure in cleaning kitchen5. Cleaning storage area

CONDITION:



Vacuum cleaners Operating manuals andbrochures

Jackets Polisher/ scrubbers Goggles and masksApron Carpet sweepers DustersMops, brooms, brushes Dust pansOveralls Garbage bagsPans DisinfectantsGarbage receptacles Cleaning agentsBuckets DetergentsHeadwear DeodorizersSigns and advisories Furniture and fixture

cleaners/ polishersSqueegees General spot cleaning

agent[117]


Glass cleanersDeodorizers

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

ASSESSMENT METHODS:


[118]


LO 6. 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 procedures3. Faults are identified and reported in accordance with

establishment procedures4. 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 materials2. Procedure in washing and rinsing equipment and tools3. Procedure in drying out and sanitizing cleaning equipment,

tools and materials

[119]


4. Procedure in dismantling and re-assembling cleaning equipmentin accordance with manufacturer’s instruction.

5. Routine maintenance and preventive maintenance programs in accordance with safety and security procedures and establishment operations

CONDITION:



Vacuum cleaners Operating manuals andbrochures

Jackets Polisher/ scrubbers Goggles and masksApron Carpet sweepers DustersMops, brooms, brushes Dust pansOveralls Garbage bagsPans DisinfectantsGarbage receptacles Cleaning agentsBuckets DetergentsHeadwear DeodorizersSigns and advisories Furniture and fixture

cleaners/ polishersSqueegees General spot cleaning

agentGlass cleanersDeodorizers

METHODOLOGY:


ASSESSMENT METHODS:

Observation[120]


Interview Written examination Demonstration of practical skills Third party report

[121]


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 guest’s laundry items

LO 4. Package and store laundry items

[122]


LO 1. 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 item2. Laundry methods are correctly selected in accordance with

textile labeling codes and based on:a. type of fabric and fiberb. dye fastnessc. amount of soilaged. washing instructions

3. Laundry equipment is properly operated in accordance with manufacturer’s instructions

CONTENT:1. Types of fibers and fabrics2. Laundry terms and standard laundering methods3. Types and usage of washing equipment: washing machine and

dryers4. Types and usage of laundry chemicals and cleaning agents5. Classifications and usage of stain removing agents6. Types of fabric softener7. Reading textile label codes8. Procedures in sorting laundry items

[123]


CONDITION:


Tools Equipment Materials/ Suppliesfiber/ fabric samples washing machine Operating manuals and

brochuresdifferent linens and laundry items

drying machine pen and paper

labeler dry-cleaning machine bleaching agenthangers flat iron stain removing agentlaundry baskets steam pressers fabric softenerswash basin ironing board sanitizing agentbucket sorting shelves All purpose cleaning

agentwater hose cleaning solution

detergents (liquid, powder)report forms

METHODOLOGY:


ASSESSMENT METHODS:


[124]


LO 2. OBSERVE SAFETY PRACTICES IN HANDLING LAUNDRY EQUIPMENT AND CHEMICALS


[125]


1. Laundry methods are correctly selected in accordance with textile labeling codes and based on:

a. type of fabric and fiberb. dye fastnessc. amount of soilaged. 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

CONTENT:1. Principles and procedures in laundering clothes and linens2. Principles and procedures in treating stains based on nature

of stain and type of fabric and fiber3. Handling bleaching solutions and other laundry chemicals4. Hygiene, health and safety issues of specific relevance to

laundry operations5. Principles in drying clothes and linens6. Principles and procedures in ironing and pressing clothes and

linens7. Types of ironing equipment, tools and materials and their

proper usage8. Types of hangers and their uses9. Folding methods and techniques

CONDITION:


[126]


Tools Equipment Materials/ Suppliesfiber/ fabric samples washing machine Operating manuals and

brochuresdifferent linens and laundry items

drying machine pen and paper

labeler dry-cleaning machine bleaching agenthangers flat iron stain removing agentlaundry baskets steam pressers fabric softenerswash basin ironing board sanitizing agentbucket sorting shelves All purpose cleaning

agentwater hose cleaning solution

detergents (liquid, powder)report forms

METHODOLOGY:


ASSESSMENT METHODS:


[127]


LO 3. PACKAGE AND STORE LAUNDRY ITEMS

ASSESSMENT CRITERIA:Guest laundry is packaged and presented in accordance with

establishment standards and proceduresFinished items are returned to guest in accordance with required

timeframesProcessed 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 laundry2. Procedures in storing guest laundry in accordance with

establishment standards or guest request

[128]


3. Delivery of laundry items4. Basic housekeeping phraseologies

CONDITION:


Tools Equipment Materials/ Suppliesdifferent linens and laundry items

flat iron report forms

labeler steam pressers pen and paperhangers ironing boardlaundry baskets sorting shelves

METHODOLOGY:


ASSESSMENT METHODS:


[129]


COMPETENCY BASED CURRICULUM - HOUSEKEEPING NCII

Documents

Transcript of COMPETENCY BASED CURRICULUM - HOUSEKEEPING NCII