SESSION PLAN Sector : Tourism Sector (Hotel and Restaurant) Qualification Title : Housekeeping NC II Unit of Competency : Provide Housekeeping Services to Guests Module Title : Providing Housekeeping Services to Guests Learning Outcomes: 1. Receive housekeeping requests 2. Provide/ Service housekeeping requests 3. Provide advice to guest 4. Liaise with other departments A.INTRODUCTION This module of competency deals with the skills and knowledge required to provide a range of general housekeeping services to guests. B. LEARNING ACTIVITIES LO1. Receive Housekeeping Requests Learning Content Accepting and recording the guest/staff housekeeping requests and service delivery in accordance to enterprise policies and procedure. Methods Presentation Practice Feedback Resources Time Modular , selfpaced learning Trainees read Information Sheet # 1.1-1 on Accepting and recording the guest/staff housekeeping requests and service delivery in accordance to enterprise policies and procedure. Trainees answer SelfCheck # 1.1-1 Trainees compare answers to Answer Key CBLM on Housekeeping NC II 1½ hrs Trainer gives lecture using power point presentation Lecture/ Discussi on with power point presenta tion Trainer plays video and discusses about the video Trainees watch the video, participate in discussion, and ask question Video Presenta tion/Dis cussion Demonstration Confirming and noting details of request made in accordance with enterprise procedures Modular , selfpaced learning Lecture/ Discussi on with power Trainees listen to lecture, watch power point presentation , and participate discussion Trainer demonstrates on Accepting and recording the guest/staff housekeeping requests and service delivery Trainees read Information Sheet # 1.1-2 on Confirming and noting details of request made in accordance with enterprise procedures Trainer gives lecture using power point presentation Trainees perform Task Sheet # 1.1-1 Trainer leads the discussion and answer questions of trainees Laptop computer, LCD, power point 2hrs Trainer responds to questions of trainees Laptop 20 computer, min. LCD, video clip Laptop Trainer evaluates performan ce of trainees using Performan ce Criteria Check list no.1.1-1 45 min . Trainees answer SelfCheck # 1.1-2 Trainees compare answers to Answer Key CBLM on Housekeeping NC II 1½ hrs Trainees listen to lecture, watch power Trainer leads the discussion and Laptop computer, LCD, power point 2hrs point presenta tion Video Presenta tion/Dis cussion Making apologies when a request has arisen from a delayed delivery of service Modular , selfpaced learning point answer presentation questions , and of trainees participate discussion Trainer plays video and discusses about the video Trainees read Information Sheet # 1.1-3 on Making apologies when a request has arisen from a delayed delivery of service Trainees watch the video, participate in discussion, and ask questions Trainer responds to questions of trainees Trainees answer SelfCheck # 1.1-3 Trainees CBLM on 1 ½ compare Housekeeping hrs answers to NC II Answer Key Trainer gives Lecture/ lecture using Trainees Discussi power point listen to on with presentation lecture, power watch power point point presenta presentation tion , and participate discussion Video Presenta tion/Dis cussion Trainer leads the discussion and answer questions of trainees Trainer plays video and Trainees Trainer discusses about watch the responds the video video, to participate questions in of trainees discussion, and ask question Laptop 45 computer, hrs LCD, video clip Laptop 2hrs computer, LCD, power point Laptop 45 computer, min LCD, video clip Repairing to appropriate department all request not related to housekeeping Modular , selfpaced learning Trainees read Information Sheet # 1.1-4 on Repairing to appropriate department all request not related to housekeeping Trainees answer SelfCheck # 1.1-4 Trainees CBLM on 1 ½ compare Housekeeping hrs answers to NC II Answer Key Lecture/ Discussi on with power point presenta tion Trainer gives lecture using power point presentation Trainees listen to lecture, watch power point presentation , and participate discussion Trainer leads the discussion and answer questions of trainees Laptop 2hrs computer, LCD, power point Video Presenta tion/Dis cussion Trainer plays Trainees video and watch the discusses about video, the video participate in discussion, and ask question Trainer responds to questions of trainees Laptop 45 computer, min LCD, video clip Trainees perform Task Sheet # 1.1-4 LO2. Provide/ Service housekeeping requests Identifying service/item is obtained through liaison with other staff in accordance with enterprise procedures Modular , selfpaced learning Trainees read Information Sheet # 1.2-1 on Identifying service/item is obtained through liaison with other staff in accordance with enterprise Trainees answer SelfCheck # 1.2-1 Trainees CBLM on 2hrs compare Housekeeping answers to NC II Answer Key procedures Trainer gives Lecture/ lecture using Trainees Discussi power point listen to on with presentation lecture, power watch power point point presenta presentation tion , and participate discussion Trainer plays Video video and Trainees Presenta discusses about watch the tion/Dis the video video, cussion participate in discussion, and ask questions Locating and delivering items to guest room is required in accordance with enterprise procedures Modular , selfpaced learning Trainees read Information Sheet # 1.2-2 on Locating and delivering items to guest room is required in accordance with enterprise procedures Trainees answer SelfCheck # 1.2-2 Trainer gives Lecture/ lecture using Trainees Discussi power point listen to on with presentation lecture, power watch power point point presenta presentation tion , and participate discussion Trainer plays Video video and Trainees Presenta discusses about watch the Trainer leads the discussion and answer questions of trainees Laptop 2hrs computer, LCD, power point Trainer responds to questions of trainees Laptop 2 computer, hrs LCD, video clip Trainees CBLM on 1 ½ compare Housekeeping hrs answers to NC II Answer Key Trainer leads the discussion and answer questions of trainees Laptop 2hrs computer, LCD, power point Trainer responds Laptop computer, 2 hrs Setting up equipment in guest room in accordance with the request of the guest Requesting items are removed from guest rooms in accordance with enterprise procedures. tion/Dis cussion the video video, to participate questions in of trainees discussion, and ask questions Modular , selfpaced learning Trainees read Information Sheet # 1.2-3 on Setting up equipment in guest room in accordance with the request of the guest Trainees answer SelfCheck # 1.2-3 Trainees CBLM on 2hrs compare Housekeeping answers to NC II Answer Key Lecture/ Discussi on with power point presenta tion Trainer gives lecture using power point presentation Trainees listen to lecture, watch power point presentation , and participate discussion Trainer leads the discussion and answer questions of trainees Laptop 2hrs computer, LCD, power point Video Presenta tion/Dis cussion Trainer plays Trainees video and watch the discusses about video, the video participate in discussion, and ask question Trainer responds to questions of trainees Laptop 2 computer, hrs LCD, video clip Modular , selfpaced learning Trainees read Information Sheet # 1.2-4 on Requesting items are removed from guest rooms in accordance with enterprise Trainees CBLM on 2hrs compare Housekeeping answers to NC II Answer Key Trainees answer SelfCheck # 1.2-4 LCD, video clip procedures. Lecture/ Discussi on with power point presenta tion Trainer gives lecture using power point presentation Video Presenta tion/Dis cussion Trainer plays Trainees video and watch the discusses about video, the video participate in discussion, and ask question Demonst Trainer ration demonstrates on Requesting items are removed from guest rooms in accordance with enterprise procedures LO3. Provide advice to guest Trainees listen to lecture, watch power point presentation , and participate discussion Trainees perform Task Sheet # 1.2-4 on Trainer leads the discussion and answer questions of trainees Laptop 2hrs computer, LCD, power point Trainer responds to questions of trainees Laptop 2 computer, hrs LCD, video clip Advising guest on services and items available through housekeepin g department Advising guest on use of items delivered to guest room Modular , selfpaced learning Trainees read Information Sheet # 1.3-1 on Advising guest on services and items available through housekeeping department Trainees answer SelfCheck # 1.3-1 Trainees compare answers to Answer Key CBLM on Housekeeping NC II 2hrs Lecture/ Discussi on with power point presenta tion Trainer gives lecture using power point presentation Trainees listen to lecture, watch power point presentation , and participate discussion Trainer leads the discussion and answer questions of trainees Laptop computer, LCD, power point 2hrs Video Presenta tion/Dis cussion Trainer plays video and discusses about the video Trainees watch the video, participate in discussion, and ask questions Trainer responds to questions of trainees Laptop 2 computer, hrs LCD, video clip Modular , selfpaced learning Trainees read Information Sheet # 1.3-2 on Advising guest on use of items delivered to guest room Trainees answer SelfCheck # 1.3-2 Trainees CBLM on 1 ½ compare Housekeeping hrs answers to NC II Answer Key Lecture/ Discussi on with power point presenta tion Trainer gives lecture using power point presentation Trainees listen to lecture, watch power point presentation , and Trainer leads the discussion and answer questions of trainees Laptop 2hrs computer, LCD, power point participate discussion Demonstrati ng to guest the proper use of delivered item to the guest room Liaising with other staff Video Presenta tion/Dis cussion Trainer plays Trainees video and watch the discusses about video, the video participate in discussion, and ask questions Trainer responds to questions of trainees Modular , selfpaced learning Trainees read Information Sheet # 1.3-3 on Demonstrating to guest the proper use of delivered item to the guest room Trainees answer SelfCheck # 1.3-3 Trainees CBLM on 2hrs compare Housekeeping answers to NC II Answer Key Lecture/ Discussi on with power point presenta tion Trainer gives lecture using power point presentation Trainees listen to lecture, watch power point presentation , and participate discussion Trainer leads the discussion and answer questions of trainees Laptop 2hrs computer, LCD, power point Video Presenta tion/Dis cussion Trainer plays Trainees video and watch the discusses about video, the video participate in discussion, and ask question Trainer responds to questions of trainees Laptop 45 computer, min LCD, video clip Modular , self- Trainees read Information Trainees compare CBLM on Housekeeping Trainees answer Self- Laptop 45 computer, min LCD, video clip 2hrs and department to provide support services paced learning Lecture/ Discussi on with power point presenta tion Video Presenta tion/Dis cussion LO4. Sheet # 1.3-4 on Liaising with other staff and department to provide support services Trainer gives lecture using power point presentation Trainer plays video and discusses about the video Check # 1.3-4 answers to Answer Key NC II Trainees listen to lecture, watch power point presentation , and participate discussion Trainer leads the discussion and answer questions of trainees Laptop computer, LCD, power point Trainees watch the video, participate in discussion, and ask question Trainer responds to questions of trainees Laptop 45 computer, min LCD, video clip 2hrs Liaise with other departments Reporting of equipment malfunction to appropriate personnel in accordance with enterprise procedures Modular , selfpaced learning Trainees read Information Sheet # 1.4-1 on Reporting of equipment malfunction to appropriate personnel in accordance with enterprise procedures Trainees answer SelfCheck # 1.4-1 Trainees CBLM on 2hrs compare Commercial answers to Cooking NC IV Answer Key Lecture/ Discussion with power point presenta tion Trainer leads the discussion and answer questions of trainees Laptop 2hrs computer, LCD, power point Trainer plays Trainees video and watch the discusses about video, the video participate in discussion, and ask questions Trainer responds to questions of trainees Laptop 2 computer, hrs LCD, video clip Modular , selfpaced learning Trainees read Information Sheet # 1.4-2 on Advising management on dangerous or suspicious circumstances in accordance with enterprise procedures. Trainees answer SelfCheck # 1.4-2 Trainees CBLM on 2hrs compare Housekeeping answers to NC II Answer Key Lecture/ Discussi on with power point presenta tion Trainer gives lecture using power point presentation Trainees listen to lecture, watch power point presentation , and participate discussion Trainer leads the discussion and answer questions of trainees Laptop 2hrs computer, LCD, power point Video Presenta tion/Dis cussion Trainer plays Trainees video and watch the discusses about video, the video participate in discussion, Trainer responds to questions of trainees Laptop 2 computer, hrs LCD, video clip Video Presenta tion/Dis cussion Advising management on dangerous or suspicious circumstance s in accordance with enterprise procedures. Trainer gives lecture using power point presentation Trainees listen to lecture, watch power point presentation , and participate discussion and ask questions Updating the other departments on the status of the service request Modular , selfpaced learning Trainees read Information Sheet # 1.4-3 on Updating the other departments on the status of the service request Trainees answer SelfCheck # 1.4-3 Trainees CBLM on 2hrs compare Housekeeping answers to NC II Answer Key Lecture/ Discussi on with power point presenta tion Trainer gives lecture using power point presentation Trainees listen to lecture, watch power point presentation , and participate discussion Trainer leads the discussion and answer questions of trainees Laptop 2hrs computer, LCD, power point Video Presenta tion/Dis cussion Trainer plays Trainees video and watch the discusses about video, the video participate in discussion, and ask question Trainer responds to questions of trainees Laptop 2 computer, hrs LCD, video clip ASSESSMENT PLAN Written test Performance test Oral questioning
