Housekeeping NC II Curriculum: Competency-Based Training

TESDA-OP CO-01-F11 (Rev.No.00-03/08/17) COMPETENCY-BASED CURRICULUM Sector: TOURISM Qualification: HOUSEKEEPING NC II (FLEXIBLE LEARNING DELIVERY) TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY Cotabato City TESDA-OP CO-01-F11 (Rev.No.00-03/08/17) COMPETENCY-BASED CURRICULUM A. Course Design Course Title: Nominal Duration: Qualification Level: HOUSEKEEPING NC II 436 hrs. NCII Course Description: The HOUSEKEEPING NC II Qualification consists of competencies that a person must achieve to prepare guest rooms, clean public areas and equipment, provide housekeeping services, provide valet services, handle intoxicated guest, and laundry linen and guest clothes to a range of accommodation services. TRAINEE ENTRY REQUIREMENTS Trainees or students who wish to enter this course should possess the following requirements:   can communicate in English both oral and written; can perform basic mathematical computation. This list does not include specific institutional requirements such as educational attainment, appropriate work experience and others that may be required of the trainees by the school or training center delivering the TVET program. COURSE STRUCTURE: BASIC COMPETENCIES (18 hours) UNIT OF COMPETENCY 1. Participate in workplace communication MODULE TITLE 1.1 Participating in workplace communication LEARNING OUTCOMES 1.1.1 1.1.2 1.1.3 1.1.4 2. Work in a team environment 2.1 Working in a team environment 2.1.1 2.1.2 2.1.3 2.1.4 2.1.5 3. Practice career professionalism 3.1 Practicing career professionalism 3.1.1 3.1.2 3.1.3 4. Practice occupational health and safety 4.1 Practicing 4.1.1 occupational health 4.1.2 and safety 4.1.3 4.1.4 Obtain and convey workplace information Speak English at a basic operational level Participate in workplace meeting and discussion Complete relevant work related documents Describe team role and scope Identify team role and responsibility within team Work as a team member Work effectively with colleagues Work in socially diverse environment Integrate personal objectives with organizational goals. Set and meet work priorities. Maintain professional growth and development Identify hazard and risks Evaluate hazard and risk Control hazards and risks Maintain occupational health and safety awareness NOMINAL DURATION 5 hours 4 hours 4 hours 5 hours COMMON COMPETENCIES (18 hours) UNIT OF COMPETENCY 1. Develop and update industry knowledge MODULE TITLE 1.1 Developing and update industry knowledge LEARNING OUTCOMES 1.1.1 1.1.2 1.1.3 1.1.4 2. Observe workplace hygiene procedures 2.1 3. Perform computer operations 3.1 Observing workplace hygiene procedures Performing computer operations 2.1.1 2.1.2 3.1.1 3.1.2 3.1.3 3.1.4 3.1.5 4. Perform workplace and safety practices 4.1 Performing workplace and safety practices 4.1.1 4.1.2 4.1.3 4.1.4 4.1.5 4.1.6 5. Provide effective customer service 5.1 Providing effective customer service 5.1.1 5.1.2 5.1.3 5.1.4 5.1.5 Seek information on the industry Update industry knowledge Develop and update local knowledge Promote products and services to customers Follow hygiene procedures Identify and prevent hygiene risks Plan and prepare for task to be undertaken Input data into computer Access information using computer system Produce/output data using computer system Maintain computer equipment and systems Follow workplace procedures for health, safety and security practices Perform child protection duties relevant to the tourism industry Observe and monitor people Deal with emergency situations Maintain safe personal presentation standards Maintain a safe and secure workplace Greet customer Identify needs of customers Deliver service to customer Handle queries through use of common business tools and technology Handle customer complaints/conflict, evaluation and recommendations NOMINAL DURATION 3 hours 3 hours 6 hours 3 hours 3 hours CORE COMPETENCIES (400 Hours) UNIT OF COMPETENCY 1. Provide housekeeping services to guest MODULE TITLE 1.1 Providing housekeeping services to guest LEARNING OUTCOMES 1.1.1 1.1.2 1.1.3 1.1.4 2. Clean and prepare rooms for incoming guest 2.1 Cleaning and preparing rooms for incoming guest 2.1.1 2.1.2 2.1.3 2.1.4 2.1.5 Receive housekeeping request Provide / service housekeeping requests Provide advice to guest Liaise with other department Set up equipment and trolleys Access rooms for servicing Make up beds Clean and clear rooms Clean and store trolleys and equipment NOMINAL DURATION 70 hours 90 hours UNIT OF COMPETENCY MODULE TITLE 3. Provide valet / butler service 3.1 Providing valet / butler service 4. Laundry linen and guest clothes 4.1 Laundry linen and guest clothes 5. Clean public areas, facilities and equipment 5.1 Cleaning public areas, facilities and equipment 6. Deal with / handle intoxicated guest 6.1 Dealing with / handling intoxicated guest LEARNING OUTCOMES 3.1.1 3.1.2 3.1.3 4.1.1 4.1.2 4.1.3 4.1.4 5.1.1 5.1.2 5.1.3 5.1.4 6.1.1 6.1.2 6.1.3 Provide valet services to guest Display professional standards Care for guest property Collect laundry for laundering functions Perform laundering functions Process laundered item Return laundered item Select and set up equipment and materials Apply cleaning technique Clean dry and wet areas Maintain and store cleaning equipment and chemicals Determine the level of intoxication Apply appropriate procedures Comply with legislation NOMINAL DURATION 60 hours 60 hours 60 hours 60 hours ASSESSMENT METHOD: (VIRTUAL AND FACE TO FACE) • • • • • • Online Written exam Online Oral examination Online and F2F Demonstration Online Observation Online Reporting Portfolio INSTITUTIONAL ASSESSMENT Institutional assessment is undertaken by trainees to determine their achievement of units of competency. A certificate of achievement is issued for each unit of competency. SECTION 4 ASSESSMENT AND CERTIFICATION ARRANGEMENTS 4.1 To attain the National Qualification of HOUSEKEEPING NC II, the candidate must demonstrate competence in all the units of competency listed in Section l. Successful candidates shall be awarded a National Certificate signed by the TESDA Director General. 4.2 The qualification of HOUSEKEEPING NC II may be attained through: 4.2.1 Demonstration of competencies covering all the required core units of qualifications 4.2.2 Accumulation of Certificates of Competency (COCs) in all the following areas: 4.2.2.1 Providing Butler Service  Provide Valet/Butler Service  Deal with/Handle intoxicated guests 4.2.2.2 Providing Housekeeping to Guests  Provide Housekeeping Services to Guests  Clean and Prepare Rooms for Incoming Guests  Deal with/Handle intoxicated guests 4.2.2.3 4.2.2.4 Cleaning public areas  Clean Public Areas, Facilities & Equipment  Deal with/Handle intoxicated guests Providing laundry service - Laundry linen and guest clothes - Deal with/handle intoxicated guests 4.3 Assessment shall focus on the core units of competency. The basic and common units shall be integrated or assessed concurrently with the core units. 4.4 The following are qualified to apply for assessment and certification: 4.4.1 4.4.2 4.5 Graduates of formal, non-formal and informal enterprise-based training programs. Experienced Workers (wage employed or self-employed) including The guidelines on assessment and certification are discussed in detail in the "Procedures Manual on Assessment and Certification" and "Guidelines on the Implementation of the Philippine TVET Qualification and Certification System (PTQCS)". COURSE DELIVERY FLEXIBLE LEARNING DELIVERY BLENDED LEARNING Blended Learning is a strategic and systematic approach to combining the times and modes of learning, integrating the best aspects of face-to-face and online. The formal education program in which a learner/student learns at least in part through the online delivery of content and instruction, with some element of student control over time. Place, path and pace at least in part at supervised brick-and-mortar location. Blended learning includes an intentional shift to online instructional delivery for a portion of the course to boost learning. • • • • • • • Online Lecture Online Group Discussion- Synchronous (Online – Trainer Facilitated) Individual Work (Reading, Viewing of Video Presentation, Assignment, Modular) Asynchronous Simulation (Combination of Online and F2F) Individual Work/ Group Work (Online) (Audio and Video Conferencing and Recording) Online Brainstorming Collaborations with Industry Experts TRAINING DELIVERY The delivery of training should adhere to the design of the curriculum. Delivery should be guided by the 10 basic principles of competency-based TVET.          The training is based on curriculum developed from the competency standards; Learning is modular in its structure; Training delivery is individualized and self-paced; Training is based on work that must be performed; Training materials are directly related to the competency standards and the curriculum modules; Assessment is based in the collection of evidence of the performance of work to the industry required standard; Training is based both on and off-the-job components; Allows for recognition of prior learning (RPL) or current competencies; Training allows for multiple entry and exit; and  Approved training programs are nationally accredited. The competency-based TVET system recognizes various types of delivery modes, both on and off-the-job as long as the learning is driven by the competency standards specified by the industry. The following training modalities may be adopted when designing training programs:      The dualized mode of training delivery is preferred and recommended. Thus programs would contain both inschool and industry training or fieldwork components. Details can be referred to the Dual Training System (DTS) Implementing Rules and Regulations. Modular/self-paced learning is a competency-based training modality wherein the trainee is allowed to progress at his own pace. The trainer facilitates the training delivery Peer teaching/mentoring is a training modality wherein fast learners are given the opportunity to assist the slow learners. Supervised industry training or on-the-job training is an approach in training designed to enhance the knowledge and skills of the trainee through actual experience in the workplace to acquire specific competencies prescribed in the training regulations. Distance learning is a formal education process in which majority of the instruction occurs when the students and instructor are not in the same place. Distance learning may employ correspondence study, or audio, video or computer technologies. RESOURCES: Recommended list of tools, equipment and materials for the training of a maximum of 25 trainees for Housekeeping NC II are as follows: TOOLS QTY 5 pcs. 5 pcs. 5 pcs. 5 pcs. 5 pcs. 2 pcs. 5 pcs. 1 pc. ITEM Mops Brushes Brooms Buckets Dust Pans Garbage Receptacles Sorting Baskets/ Laundry Baskets Step Ladder 2 pcs. Squeegee 2 pcs. Water Hoses 10 pcs. 10 pcs 10 pcs. 5 pcs. 5 pcs. 25 pcs. 5 pcs. 2 pcs. Lint Free Cleaning Cloths Scrubbing Foam Dish Sponges Spray Bottles Anti-Static Dusters Gloves Caution Signs Mop Squeezer QTY 2 reams 25 pcs. 1 pc. MATERIALS ITEM Bond paper Folders Logbook EQUIPMENT QTY 1 unit 1 unit 2 unit 1 pc. 1 pc. 3 pcs. 2 pcs. 2 pcs. 2 units. 25 pcs. 1 unit 1 unit 1 unit. 1 unit. 1 unit. 1 unit. 1 unit. 1 pc. 1 pc. 1 pc. 1 pc. 1 unit. 1 unit. 1 unit. TOOLS QTY ITEM ITEM Projector Screen Overhead Projector Electric Fan First Aid Cabinet Instructor’s desk chairs Fire Extinguisher Emergency Light Directional Signage Air condition Armed Chairs Telephone Computer TV Video player Fax machine Refrigerator Hairdryer Alarm clock Shelving Cart Trolley Coffee Maker Electric kettle Electric jug EQUIPMENT QTY ITEM 1 box 2 pcs. 5 pcs. 2 pcs. Transparency acetate White Board Whiteboard Markers Whiteboard Eraser 1 unit 1 unit 1 unit 1 unit 5 pcs. 2 pcs. Marking Pen Stationery 1 unit 1 unit Toilet Caddy Carpet sweeper Vacuum cleaner (dry and wet ) Polisher (electric with complete accessories) Washers Dryer 1 unit Flat iron 1 pc. 1 pc. 1 pc. 1 unit Ironing Board Steam pressers Sorting shelves Drying cleaning machine 2 sets Linen (for single bed 2 sets Linen (for double bed) 1 set Glassware 1 set Cutlery 1 pack Tea 1 pack Coffee 1 pack Sugar 1 pack Powdered Milk 1 pack Biscuits 1 unit Bed (Single ) 1 unit Bed (Queen) 1 pc Holy Bible 2 pairs Slippers 5 pcs. Flashlight 1 set Light fittings 1 pc. Mirrors 5 pcs. Wardrobes 5 pcs. Hangers 2 pcs. Ashtrays 5 for Variety of linen and clothing items and fabrics each items Discretionary supplies 5 Fruits(assorted) 5 cans Beverages (assorted) 5 pcs. Chocolates (assorted) Training resources/ materials 25 pcs. Enterprise promotional materials 25 pcs. Local tourist information 5 pcs. Magazines 5 pcs. Newspapers 2 pcs. Lodging agreement Housekeeping textbooks/ references Cleaning agents 5 liters Cleaning Detergent 5 liters Liquid Detergent 5 liters Cleaning Solution 5 liters Sanitizing Agents 5 liters Fabric Softener 5 liters Chlorine Bleach Protective clothing 5 liters All-Purpose Detergent 5 liters Stain Removing Agents 2 units Furniture and floor polishers 5 cans 5 cans 5 pcs. 5 liters 5 pcs 5 pcs. 25 pcs. 15 pcs. 25 pcs. 25 pcs. 10 pcs. Air Freshener Pesticides Deodorizers Toilet Disinfectant Overalls Jackets Aprons Goggles Masks Headwear Waterproof clothing and footwear TRAINING FACILITIES Based on a class intake of 25 students/trainees. Size in Meters Area in Sq. Meters Total Area in Sq. Meters Lecture 8 x 5 m. 40 sq. m. 40 sq. m. Demo/Mock/ Room 4 x 6 m. 24 sq. m. 24 sq. m. 3 x 5 m. 15 sq. m. 15 sq. m. Space Requirement Learning Resource Center Facilities/Equipment/ Circulation Area 24 sq. m. Total workshop area: TRAINER’S QUALIFICATIONS FOR TOURISM SECTOR (HOTEL AND RESTAURANT) HOUSEKEEPING – NC II TRAINER QUALIFICATION    Must be a holder of National TVET Trainer Certificate I (TM I and NC) Must be physically and mentally fit Have at least 2 years relevant job/industry experience 114 sq. m. B. MODULES OF INSTRUCTION BASIC COMPETENCY UNIT OF COMPETENCY MODULES TITLE MODULE DESCRIPTOR : : : NOMINAL DURATION QUALIFICATION LEVEL : : PARTICIPATE IN WORKPLACE COMMUNICATION PARTICIPATING IN WORKPLACE COMMUNICATION This module covers the knowledge, skills and attitudes required to gather, interpret and convey information in response to workplace requirements. 5 Hours. 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: LO1. Obtain and convey workplace information LO2. Speak English at a basic operational level LO3. Participate in workplace meetings and discussions LO4. Complete relevant work related documents Details of Learning Outcomes: LO1. Obtain and convey workplace information Assessment Contents Criteria 1. Specific and  Effective relevant information communication is accessed from  Different modes of appropriate communication sources  Written 2. Effective questioning communication , active listening and  Organizational speaking skills are policies used to gather and  Communication convey information procedures and systems 3. Appropriate medium is used to  Technology relevant to the transfer information enterprise and the and ideas individual’s work 4. Appropriate nonresponsibilities verbal communication is used 5. Appropriate lines of communication with supervisors and colleagues are identified and followed 6. Defined workplace procedures for the location and storage of information are used 7. Personal interaction is carried out clearly and concisely Conditions Methodologies      Fax machine Telephone Writing materials Internet LO2. Speak English at a basic operational level Assessment Contents Conditions Criteria 1. Simple  Effective  Fax conversations on communication machine   Online Group discussion Online Interaction Online Practice session Methodologies  Online Group discussion    Assessment Methods Online Demonstration Online Observation Online Interviews / questioning Assessment Methods  Online Demonstration 2. 3. 4. 5. 6. familiar topics with work colleagues is participated Simple verbal instructions or requests are responded to Simple requests are made Routine procedures are described Likes, dislikes and preferences are expressed Different forms of expression in English is identified      Different modes of communication Written communication Organizational policies Communication procedures and systems Technology relevant to the enterprise and the individual’s work responsibilities   Telephone Writing materials Internet    LO3. Participate in workplace meetings and discussions Assessment Criteria Contents Conditions       Team meetings are attended on time Own opinions are clearly expressed and those of others are listened to without interruption Meeting inputs are consistent with the meeting purpose and established protocols Workplace interactions are conducted in a courteous manner Questions about simple routine workplace procedures and maters concerning working conditions of employment are asked and responded to Meetings outcomes are interpreted and implemented      Effective communication Different modes of communication Written communication Organizational policies Communication procedures and systems Technology relevant to the enterprise and the individual’s work responsibilities     LO4. Complete relevant work related documents Assessment Criteria Contents 1. 2. Range of forms relating to conditions of employment are completed accurately and legibly Workplace data is recorded on standard workplace forms and documents     Effective communication Different modes of communication Written communication Organizational policies     Fax machine Telephone Writing materials Internet  Online Interaction Online Practice session Online Observation  Online Interviews / questioning Methodologies Assessment Methods  Online Demonstration  Online Observation  Online Interviews / questioning  Online Group discussion Online Interaction Online Practice session   Conditions Methodologies Fax machine Telephone Writing materials Internet    Online Group discussion Online Interaction Online Practice session Assessment Methods  Online Demonstrati on  Online Observation  Online Interviews / questioning 3. 4.  Basic mathematical processes are used for routine calculations Errors in recording information on forms/ documents are identified and properly acted upon Reporting requirements to supervisor are completed according to organizational guidelines Communication procedures and systems Technology relevant to the enterprise and the individual’s work responsibilities  BASIC COMPETENCY UNIT OF COMPETENCY MODULES TITLE MODULE DESCRIPTOR : : : NOMINAL DURATION QUALIFICATION LEVEL : : WORK IN TEAM ENVIRONMENT WORKING IN TEAM ENVIRONMENT This module covers the knowledge, skills and attitudes to identify role and responsibility as a member of the team. 4 Hours. NC II Prerequisite: Teamwork (NCI) Summary of Learning Outcomes: Upon completion of this module the students/ trainees will be able to: LO1. Describe team role and scope LO2. Identify own role and responsibility within team LO3. Work as a team member Details of Learning Outcomes: LO1. Describe team role and scope Assessment Criteria    The role and objective of the team is identified from available sources of information Team parameters, reporting relationships and responsibilities are identified from team discussions and appropriate external sources     Contents Conditions Communication process Team structure Team roles Group planning and decision making Specific diversity issues The following resources MUST be provided:   LO2. Identify own role and responsibility within team Assessment Criteria Contents 1. 2. Individual role and responsibilities within the team environment are identified Roles and responsibility of     Communication process Team structure Team roles Group planning and decision making Methodologies Access to relevant workplace or appropriately simulated environment where assessment can take place Materials relevant to the proposed activity or tasks  Online Discussion  Online Interaction  Online Simulation Games Conditions Methodologies The following resources MUST be provided:  Online Discussion  Online Interaction  Online Simulation Games  Access to relevant workplace or appropriately simulated Assessment Methods  Online Demonstration  Online Observation  Online Interviews/ questioning Assessment Methods  Online Demonstration  Online Observation  Online Interviews/ questioning 3. other team members are identified and recognized Reporting relationships within team and external to team are identified  LO3. Work as a team member Assessment Criteria 1. 2. 3. 4. Effective and appropriate forms of communications used and interactions undertaken with team members who contribute to known team activities and objectives Effective and appropriate contributions made to complement team activities and objectives, based on individual skills and competencies and workplace context Observed protocols in reporting using standard operating procedures Contribute to the development of team work plans based on an understanding of team’s role and objectives and individual competencies of the members.     Contents Communication process Team structure Team roles Group planning and decision making  Specific diversity issues 2. Information is communicated clearly and in concise manner using appropriate communication techniques Relationships are established and maintained effectively with colleagues Conditions Methodologies The following resources MUST be provided:  Online Discussion  Online Interaction  Online Simulation Games   LO4 Work effectively with colleagues Assessment Criteria Contents 1. environment where assessment can take place Materials relevant to the proposed activity or tasks  Specific diversity issues     Communication process Team structure Team roles Group planning and decision making  Specific diversity issues Access to relevant workplace or appropriately simulated environment where assessment can take place Materials relevant to the proposed activity or tasks Conditions Methodologies The following resources MUST be provided:  Online Discussion  Online Interaction  Online Simulation Games  Access to relevant workplace or appropriately simulated environment where assessment can take place Assessment Methods  Online Demonstration  Online Observation  Online Interviews/ questioning Assessment Methods  Online Demonstration  Online Observation  Online Interviews/ questioning 3. Work activities are performed within the team to ensure achievement of team goals individual competencies of the members.  LO5 Work in socially diverse environment Assessment Criteria Contents 1. 2. Customers and colleagues from diverse backgrounds are communicated with, in all verbal and non-verbal forms Cross cultural misunderstandings are dealt with, taking account of cultural consideration     Communication process Team structure Team roles Group planning and decision making  Specific diversity issues Conditions Methodologies The following resources MUST be provided:  Online Discussion  Online Interaction  Online Simulation Games   BASIC COMPETENCY UNIT OF COMPETENCY MODULES TITLE MODULE DESCRIPTOR : : : NOMINAL DURATION QUALIFICATION LEVEL : : Materials relevant to the proposed activity or tasks Access to relevant workplace or appropriately simulated environment where assessment can take place Materials relevant to the proposed activity or tasks Assessment Methods  Online Demonstration  Online Observation  Online Interviews/ questioning PRACTICE CAREER PROFESSIONALISM PRACTICING CAREER PROFESSIONALISM This module covers the knowledge, skills and attitudes in Promoting career growth and advancement. 4 Hours. NC II Summary of Learning Outcomes: Upon completion of this module the students/ trainees will be able to: LO1. Integrate personal objectives with organizational goals. LO2. Set and meet work priorities. LO3. Maintain professional growth and development. Details of Learning Outcomes: LO1. Integrate personal objectives with organizational goals Assessment Criteria Contents Conditions Methodologies 1.  2. Personal growth and work plans are pursued towards improving the qualifications set for the profession Intra- and interpersonal relationships are maintained in the course of managing oneself based on performance evaluation     Work values and ethics (Code of Conduct, Code of Ethics, etc.) Company policies Company operations, procedures and standards Fundamental rights at work The following resources MUST be provided:  Workplace or assessment location  Case studies/scenarios   Online Discussion Online Interaction Online Role play    Assessment Methods Online Demonstration Online Observation Online Interviews/ questioning 3. Commitment to the organization and its goal is demonstrated in the performance of duties  including gender sensitivity Personal hygiene practices LO2. Set and meet work priorities Assessment Criteria Contents 1. 2. 3. Competing demands are prioritized to achieve personal, team and organizational goals and objectives. Resources are utilized efficiently and effectively to manage work priorities and commitments Practices along economic use and maintenance of equipment and facilities are followed as per established procedures      Work values and ethics (Code of Conduct, Code of Ethics, etc.) Company policies Company operations, procedures and standards Fundamental rights at work including gender sensitivity Personal hygiene practices Conditions The following resources MUST be provided:  Workplace or assessment location  Case studies/scenarios Methodologies    LO3. Maintain professional growth and development Assessment Criteria Contents Conditions 1. 2. 3. Trainings and career opportunities are identified and availed of based on job requirements Recognitions are sought/received and demonstrated as proof of career advancement Licenses and/or certifications relevant to job and career are obtained and renewed      Work values and ethics (Code of Conduct, Code of Ethics, etc.) Company policies Company operations, procedures and standards Fundamental rights at work including gender sensitivity Personal hygiene practices The following resources MUST be provided:  Workplace or assessment location  Case studies/scenarios Online Discussion Online Interaction Online Role play Methodologies    Online Discussion Online Interaction Online Role play Assessment Methods  Online Demonstration  Online Observation  Online Interviews/ questioning Assessment Methods  Online Demonstration  Online Observation  Online Interviews/ questioning BASIC COMPETENCY UNIT OF COMPETENCY: MODULES TITLE: MODULE DESCRIPTOR: NOMINAL DURATION: QUALIFICATION LEVEL: PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES PRACTICING OCCUPATIONAL HEALTH AND SAFETY PROCEDURES This module covers the outcomes required to comply with Regulatory and organizational requirements for occupational health and safety. 5 Hours. NC II Summary of Learning Outcomes: Upon completion of this module the students/ trainees will be able to: LO1. Identify hazards and risks. LO2. Evaluate hazard and risks LO3. Control hazards and risks LO4. Maintain occupational health and safety awareness LO5. Perform basic first-aid procedures Details of Learning Outcomes: LO1. Identify hazards and risks Assessment Criteria 1. 2. 3. Safety regulations and workplace safety and hazard control practices and procedures are clarified and explained based on organization procedures Hazards/risks in the workplace and their corresponding indicators are identified to minimize or eliminate risk to coworkers, workplace and environment in accordance with organization procedures Contingency measures during workplace accidents, fire and other emergencies are recognized and established in accordance with organization procedures          LO2. Evaluate hazard and risks Assessment Criteria 1. 2. 3. Terms of maximum tolerable limits which when exceeded will result in harm or damage are identified based on threshold limit values (TLV) Effects of the hazards are determined OHS issues and/or concerns & identified safety hazards are reported to designated       Contents Conditions OHS procedures and practices and regulations PPE types and uses Personal hygiene practices Hazards/risks identification and control Threshold Limit Value -TLV OHS indicators Organization safety and health protocol Safety consciousness Health consciousness First Aid procedures and practices The following resources must be provided:  Workplace or assessment location  OHS personal records  PPE  Health records Contents Conditions OHS procedures and practices and regulations PPE types and uses Personal hygiene practices Hazards/risks identification and control Threshold Limit Value -TLV OHS indicators The following resources must be provided:  Workplace or assessment location  OHS personal records  PPE  Health records Methodologies    Online Discussion Online Plant tour Online Symposium Methodologies    Online Discussion Online Plant tour Online Symposium Assessment Methods  Online Observation  Online Interview Assessment Methods  Online Observation  Online Interview  personnel in accordance workplace requirements and relevant workplace OHS legislation   LO3. Control hazards and risks Assessment Criteria 1. 2. 3. 4. Occupational Health and Safety (OHS) procedures for controlling hazards/risks in workplace are consistently followed Procedures for dealing with workplace accidents, fire and emergencies are followed in accordance with organization OHS policies Personal protective equipment (PPE) is correctly used in accordance with organization OHS procedures and practices Appropriate assistance is provided in the event of a workplace emergency in accordance with established organization protocol          Organization safety and health protocol Safety consciousness Health consciousness First Aid procedures and practices Contents OHS procedures and practices and regulations PPE types and uses Personal hygiene practices Hazards/risks identification and control Threshold Limit Value -TLV OHS indicators Organization safety and health protocol Safety consciousness Health consciousness First Aid procedures and practices Conditions The following resources must be provided:  Workplace or assessment location  OHS personal records  PPE  Health records LO4. Maintain occupational health and safety awareness Assessment Criteria Contents Conditions 1. 2. Emergency-related drills and trainings are participated in as per established organization guidelines and procedures OHS personal records are completed and updated in accordance with workplace requirements        OHS procedures and practices and regulations PPE types and uses Personal hygiene practices Hazards/risks identification and control Threshold Limit Value -TLV OHS indicators Organization safety and health protocol The following resources must be provided:  Workplace or assessment location  OHS personal records  PPE  Health records Methodologies    Online Discussion Online Plant tour Online Symposium Methodologies    Online Discussion Online Plant tour Online Symposium Assessment Methods  Online Observation  Online Interview Assessment Methods  Online Observation  Online Interview  Safety consciousness Health consciousness First Aid procedures and practices  LO5. Perform basic first-aid procedures Assessment Criteria Contents 1. 2. 3. Situation is assessed in accordance with accepted practice Basic first-aid techniques is applied in accordance with established first-aid procedures and enterprise policy Details of the incident is communicated in a timely manner according to enterprise policy  Conditions OHS procedures and practices and regulations PPE types and uses Personal hygiene practices Hazards/risks identification and control Threshold Limit Value -TLV OHS indicators Organization safety and health protocol Safety consciousness Health consciousness First Aid procedures and practices         COMMON COMPETENCY UNIT OF COMPETENCY MODULES TITLE MODULE DESCRIPTOR : : : NOMINAL DURATION QUALIFICATION LEVEL : : Methodologies The following resources must be provided:  Workplace or assessment location  OHS personal records  PPE  Health records    Online Discussion Online Plant tour Online Symposium Assessment Methods  Online Observation  Online Interview DEVELOP AND UPDATE INDUSTRY KNOWLEDGE DEVELOPING AND UPDATE INDUSTRY KNOWLEDGE This unit of competency deals with the knowledge, skills required to access, increase and update industry knowledge. It includes seek information on the industry and update industry knowledge. 3 Hours. NC II Summary of Learning Outcomes: Upon completion of this module the students/ trainees will be able to: LO1. LO2. LO3 LO4. Seek information on the industry Update industry knowledge Develop and update local knowledge Promote products and services to customers Details of Learning Outcomes: LO1. Seek information on the industry Assessment Contents Criteria 1. Sources of  Overview of information on quality the industry are assurance in correctly identified the industry and accessed Conditions  Sources of information Methodologies   Online Lecture Online Group Discussion Assessment Methods  Online Interviews/ Questioning  Online Individual/Group Project or Report 2. 3. 4. Information to assist effective work performance is obtained in line with job requirements Specific information on sector of work is accessed and updated Industry information is correctly applied to day-to-day work activities   Role of individual staff members Industry information sources LO2. Update industry knowledge Assessment Contents Criteria 1. Informal and/or  Overview of formal research is quality used to update assurance in general knowledge the industry of the industry  Role of 2. Updated knowledge individual is shared with staff customers and members colleagues as  Industry appropriate and information incorporated into sources day-to-day working activities LO3. Develop and update local knowledge Assessment Contents Criteria 1. Local knowledge is  Overview of developed to quality assist queries on assurance in local/national the industry tourism industry  Role of 2. Local knowledge is individual updated using staff members informal and/or  Industry formal research information 3. Contact with local sources communities is maintained  on the industry Industry knowledge    Conditions   Sources of information on the industry Industry knowledge Methodologies      Conditions   Sources of information on the industry Industry knowledge Online Individual/Group Assignment Online Field visit Online Video presentation Online Lecture Online Group Discussion Online Individual/Group Assignment Online Field visit Online Video presentation Methodologies      Online Lecture Online Group Discussion Online Individual/Group Assignment Online Field visit Online Video presentation Assessment Methods  Online Interviews/ Questioning  Online Individual/Group Project or Report Assessment Methods  Online Interviews/ Questioning  Online Individual/Group Project or Report LO4. Promote products and services to customers Assessment Contents Conditions Criteria 1. 2. Promotional initiatives are described that may be used to promote products and services Selling skills are applied according to customer needs    Overview of quality assurance in the industry Role of individual staff members Industry information sources COMMON COMPETENCY UNIT OF COMPETENCY MODULES TITLE MODULE DESCRIPTOR : : : NOMINAL DURATION QUALIFICATION LEVEL : :   Sources of information on the industry Industry knowledge Methodologies   Online Lecture Online Group Discussion Online Individual/Group Assignment Online Field visit Online Video presentation    Assessment Methods  Online Interviews/ Questioning  Online Individual/Group Project or Report OBSERVE WORKPLACE HYGIENE PROCEDURES OBSERVING WORKPLACE HYGIENE PROCEDURES This unit of competency deals with the knowledge, skills and attitudes in observing workplace hygiene procedures. It includes following hygiene procedures and identifying and preventing hygiene risks. 3 Hours. NC II Summary of Learning Outcomes: Upon completion of this module the students/ trainees will be able to: LO 1 LO 2 Follow hygiene procedures Identify and prevent hygiene risks Details of Learning Outcomes: LO1. Follow hygiene procedures Assessment Contents criteria 1. Workplace  Typical hygiene hygiene and procedures control are procedures in implemented the hospitality in line with and tourism enterprise industries and legal  Overview of requirements legislation and 2. Handling and regulation in storage of relation to items are food handling, undertaken personal and in line with general enterprise hygiene and legal  Knowledge on requirements factors which contribute to workplace hygiene problems  General hazards in handling of food, linen and laundry and garbage, Conditions  Hygiene procedures, actual or simulated workplace, products used in hotel/restaurant / tourism workplace Methodologies   Online Lecture Online Group Discussion  Online Individual/Group Assignment  Online Field visit Online Video presentation Assessment Methods  Online Interviews/ Questioning  Online Individual/Group Project or Report  including major causes of contamination and crossinfection Sources of and reasons for food poisoning LO2. Identify and prevent hygiene risks Assessment Contents criteria 1. Potential  Typical hygiene risks hygiene and are identified in control line with procedures in enterprise the hospitality procedures and tourism 2. Action to industries minimize and  Overview of remove risks legislation are taken and within scope of regulation in individual relation to responsibility food handling, of personal and enterprise/lega general l requirements hygiene 3. Hygiene risks  Knowledge on beyond the factors which control of contribute to individual staff workplace members are hygiene reported to the problems appropriate  General person for hazards in follow up handling of food, linen and laundry and garbage, including major causes of contaminatio n and crossinfection  Sources of and reasons for food poisoning Conditions  Hygiene procedures, actual or simulated workplace, products used in hotel/restauran t / tourism workplace Methodologies   Online Lecture Online Group Discussion  Online Individual/Grou p Assignment  Online Field visit Online Video presentation Assessment Methods  Online Interviews/ Questioning  Online Individual/Grou p Project or Report COMMON COMPETENCY UNIT OF COMPETENCY MODULES TITLE MODULE DESCRIPTOR : : : NOMINAL DURATION QUALIFICATION LEVEL : : PERFORM COMPUTER OPERATIONS PERFORMING COMPUTER OPERATIONS This unit covers the knowledge, skills and attitudes and values needed to perform computer operations which includes inputting, accessing, producing and transferring data using the appropriate hardware and software. 6 Hours. NC II Summary of Learning Outcomes: Upon completion of this module the students/ trainees will be able to: LO 1. Plan and prepare for task to be undertaken LO 2. Input data into the computer LO 3. Access information using computer LO 4. Produce output data using computer system LO 5. Maintain computer equipment and system Details of Learning Outcomes: LO1. Plan and prepare the task to be undertaken Assessment Contents Criteria 1. Requirements of  Basic ergonomics  task are determined of keyboard and 2. Appropriate computer use hardware and  Main types of software is selected computers and  according to task basic features of assigned and different operating required outcome systems 3. Task is planned to  Main parts of a ensure OHS computer guidelines and  Storage devices procedures are and basic followed categories of memory  Relevant types of software  General security  Viruses  OH & S principles and responsibilities  Calculating computer capacity Conditions Computer hardware with peripherals Appropriate software Methodologies      Online Lecture Online Group Discussion Online Tutorial or self-pace Online Demonstration Online Practice session Assessment Methods  Online Interviews/ Questioning  Online Practical Demonstration  Online Observation LO2. Input data into the computer Assessment Criteria 1. 2. 3. 4.  Data are entered into the computer using appropriate program/application in accordance with company procedures Accuracy of information is checked and information is saved in accordance with standard operating procedures Inputted data are stored in storage media according to requirements Work is performed within ergonomic guidelines         Contents Conditions  Basic ergonomics of keyboard and computer use Main types of computers and basic features of different operating systems Main parts of a computer Storage devices and basic categories of memory Relevant types of software General security Viruses OH & S principles and responsibilities Calculating computer capacity     Correct program/application is selected based on job requirements Program/application containing the information required is accessed according to company procedures Desktop icons are correctly selected, opened and closed for navigation purposes Keyboard techniques are carried out in line with OHS requirements for safe use of keyboards         Basic ergonomics of keyboard and computer use Main types of computers and basic features of different operating systems Main parts of a computer Storage devices and basic categories of memory Relevant types of software General security Viruses OH & S principles and responsibilities      LO3. Access information using computer Assessment Criteria Contents  Computer hardware with peripherals Appropriate software Methodologies Conditions   Computer hardware with peripherals Appropriate software Online Lecture Online Group Discussion Online Tutorial or self-pace Online Demonstration Online Practice session Methodologies      Online Lecture Online Group Discussion Online Tutorial or self-pace Online Demonstration Online Practice session Assessment Methods  Online Interviews/ Questioning  Online Practical Demonstration  Online Observation Assessment Methods  Online Interviews/ Questioning  Online Practical Demonstration  Online Observation  Calculating computer capacity LO4. Produce output data using computer Assessment Criteria Contents    Entered data are processed using appropriate software commands Data are printed out as required using computer hardware/peripheral devices in accordance with standard operating procedures Files and data are transferred between compatible systems using computer software, hardware/ peripheral devices in accordance with standard operating procedures          Conditions  Basic ergonomics of keyboard and computer use Main types of computers and basic features of different operating systems Main parts of a computer Storage devices and basic categories of memory Relevant types of software General security Viruses OH & S principles and responsibilities Calculating computer capacity     Systems for cleaning, minor maintenance and replacement of consumables are implemented Procedures for ensuring security of data, including regular back-ups and virus checks are implemented in accordance with standard operating procedures Basic file maintenance procedures are implemented in line with the standard operating procedures Document systems are maintained          Basic ergonomics of keyboard and computer use Main types of computers and basic features of different operating systems Main parts of a computer Storage devices and basic categories of memory Relevant types of software General security Viruses OH & S principles and responsibilities Calculating computer capacity      LO5. Maintain computer equipment and system Assessment Criteria Contents  Computer hardware with peripherals Appropriate software Methodologies Conditions   Computer hardware with peripherals Appropriate software Online Lecture Online Group Discussion Online Tutorial or self-pace Online Demonstration Online Practice session Methodologies      Online Lecture Online Group Discussion Online Tutorial or self-pace Online Demonstration Online Practice session Assessment Methods  Online Interviews/ Questioning  Online Practical Demonstration  Online Observation Assessment Methods  Online Interviews/ Questioning  Online Practical Demonstration  Online Observation COMMON COMPETENCY UNIT OF COMPETENCY MODULES TITLE MODULE DESCRIPTOR : : : NOMINAL DURATION QUALIFICATION LEVEL : : PERFORM WORKPLACE AND SAFETY PRACTICES PERFORMING WORKPLACE AND SAFETY PRACTICES This unit of competency deals with the knowledge, skills and attitudes in following health, safety and security practices. It includes dealing with emergency situations and maintaining safe personal presentation standards. 3 Hours. NC II Summary of Learning Outcomes: Upon completion of this module the students/ trainees will be able to: LO1. LO2. LO3. LO4. Follow workplace procedures for health, safety and security practices Perform child protection duties relevant to the tourism industry Observe and monitor people Deal with emergency situations Details of Learning Outcomes: LO1. Follow workplace procedures for health, safety and security practices Assessment Contents Conditions Methodologies Criteria 1. Communication  Online Lecture  Procedures 1. Correct health, Interactive  Online Manual on safety and communication with safety, Demonstration security others security,  Online Roleprocedures are  Interpersonal skills health and play followed in line emergency  Good working  Online with legislation, attitude  Availability of Simulation regulations and tools,  Ability to work enterprise equipment, quietly; with procedures supplies and cooperation; 2. Breaches of materials patience, health, safety and carefulness, security cleanliness and procedures are aesthetic values identified and  Ability to focus on reported in line task at hand with enterprise 3. Systems, Processes procedure and Operations 3. Suspicious  Workplace health, behavior or safety and security unusual procedures occurrence are  Emergency reported in line procedures Personal with enterprise presentation procedure 3. Safety Practices  Proper disposal of garbage  Practice safety measures  5S Implementation 4. Child sexual exploitation  Identify child sexual exploitation  Behaviors that may be exhibited by sex tourist  Reporting mechanism Assessment Methods  Online Demonstration  Online Interviews/ Questioning  Online Written Examination  Preventive measures of exploitation 5. Child protection duties relevant to tourism industry  Rules, regulations, policies and laws LO2. Perform child protection duties relevant to the tourism industry Assessment Criteria Contents Conditions 1. 2. 3. Issue of sexual exploitation of children is identified National, regional and international actions are described to prevent the sexual exploitation of children Actions that can be taken in the workplace are described to protect children from sexual exploitation 1. Communication Interactive communication with others  Interpersonal skills  Good working attitude  Ability to work quietly; with cooperation; patience, carefulness, cleanliness and aesthetic values  Ability to focus on task at hand 4. Systems, Processes and Operations  Workplace health, safety and security procedures  Emergency procedures Personal presentation 3. Safety Practices  Proper disposal of garbage  Practice safety measures  5S Implementation 4. Child sexual exploitation  Identify child sexual exploitation  Behaviors that may be exhibited by sex tourist  Reporting mechanism  Preventive measures of exploitation 5. Child protection duties relevant to tourism industry  Rules, regulations, policies and laws   Procedures Manual on safety, security, health and emergency Availability of tools, equipment, supplies and materials Methodologies     Online Lecture Online Demonstration Online Roleplay Online Simulation Assessment Methods  Online Demonstration  Online Interviews/ Questioning  Online Written Examination LO3. Observe and monitor people Assessment Contents Criteria 1. Areas and people 1. Communication who require Interactive observation and communication with monitoring is others prepared  Interpersonal skills 2. Observation and  Good working monitoring attitude activities are  Ability to work implemented quietly; with 3. Apprehension of cooperation; offenders are patience, determined carefulness, 4. Offenders are cleanliness and arrested aesthetic values according to  Ability to focus on enterprise task at hand procedures 5. Systems, Processes 5. Administrative and Operations responsibilities  Workplace health, are fulfilled safety and security procedures  Emergency procedures Personal presentation 3. Safety Practices  Proper disposal of garbage  Practice safety measures  5S Implementation 4. Child sexual exploitation  Identify child sexual exploitation  Behaviors that may be exhibited by sex tourist  Reporting mechanism  Preventive measures of exploitation 5. Child protection duties relevant to tourism industry  Rules, regulations, policies and laws Conditions  Procedures Manual on safety, security, health and emergency Availability of tools, equipment, supplies and materials  LO4. Deal with emergency situations Assessment Contents Criteria 1. Emergency and potential emergency situations are recognized and appropriate action are taken within individual’s 1. Communication Interactive communication with others  Interpersonal skills  Good working attitude  Ability to work quietly; with cooperation; patience, carefulness, Methodologies     Online Lecture Online Demonstration Online Roleplay Online Simulation Conditions   Procedures Manual on safety, security, health and emergency Availability of tools, equipment, Methodologies    Online Lecture Online Demonstratio n Online Roleplay Assessment Methods  Online Demonstration  Online Interviews/ Questioning  Online Written Examination Assessmen t Methods  Online Demonstrati on  Online Interviews/ Questioning  Online Written Examination 2. 3. 4. scope of responsibility Emergency procedures are followed in line with enterprise procedures Assistance is sought from colleagues to resolve or respond to emergency situations Details of emergency situations are reported in line with enterprise procedures cleanliness and aesthetic values  Ability to focus on task at hand 6. Systems, Processes and Operations  Workplace health, safety and security procedures  Emergency procedures Personal presentation 3. Safety Practices  Proper disposal of garbage  Practice safety measures  5S Implementation 4. Child sexual exploitation  Identify child sexual exploitation  Behaviors that may be exhibited by sex tourist  Reporting mechanism  Preventive measures of exploitation 5. Child protection duties relevant to tourism industry  Rules, regulations, policies and laws supplies materials and LO5. Maintain safe personal presentation standards Assessment Contents Conditions Criteria 7. Safe personal 1. Communication  Procedures standards are Interactive Manual on identified and communication with safety, followed in line others security, with enterprise health and  Interpersonal skills requirements emergency  Good working attitude  Availability of tools,  Ability to work equipment, quietly; with supplies and cooperation; materials patience, carefulness, cleanliness and aesthetic values  Ability to focus on task at hand 8. Systems, Processes and Operations  Workplace health, safety and security procedures  Emergency procedures Personal presentation 3. Safety Practices  Proper disposal of garbage  Practice safety measures  Online Simulatio n Methodologies     Online Lecture Online Demonstration Online Roleplay Online Simulation Assessment Methods  Online Demonstration  Online Interviews/ Questioning  Online Written Examination  5S Implementation 4. Child sexual exploitation  Identify child sexual exploitation  Behaviors that may be exhibited by sex tourist  Reporting mechanism  Preventive measures of exploitation 5. Child protection duties relevant to tourism industry  Rules, regulations, policies and laws LO6 Maintain a safe and secure workplace Assessment Contents Criteria 1. Workplace health, 1.Communication safety and security Interactive responsibilities are communication with identified others 2. Framework to  Interpersonal skills maintain  Good working workplace health, attitude safety and security  Ability to work are maintained quietly; with 3. Procedures for cooperation; identifying and patience, assessing health, carefulness, safety and security cleanliness and hazards and risks aesthetic values are implemented  Ability to focus on 4. Injuries, illnesses task at hand and incidents are 3. Systems, Processes investigated and Operations 5. Organization's  Workplace health, health, safety and safety and security security procedures effectiveness are  Emergency evaluated procedures Personal presentation 3. Safety Practices  Proper disposal of garbage  Practice safety measures  5S Implementation 4. Child sexual exploitation  Identify child sexual exploitation  Behaviors that may be exhibited by sex tourist  Reporting mechanism Conditions   Procedures Manual on safety, security, health and emergency Availability of tools, equipment, supplies and materials Methodologies     Online Lecture Online Demonstration Online Roleplay Online Simulation Assessment Methods  Online Demonstration  Online Interviews/ Questioning  Online Written Examination  Preventive measures of exploitation 5. Child protection duties relevant to tourism industry  Rules, regulations, policies and laws COMMON COMPETENCY UNIT OF COMPETENCY MODULES TITLE MODULE DESCRIPTOR : : : NOMINAL DURATION QUALIFICATION LEVEL : : PROVIDE EFFECTIVE CUSTOMER SERVICE PROVIDING EFFECTIVE CUSTOMER SERVICE This unit of competency deals with the knowledge, skills and attitudes in providing effective customer service. It includes greeting customer, identifying customer needs, delivering service to customer, handling queries through use of common business tools and technology and handling complaints, evaluation and recommendation. 3 Hours. NC II Summary of Learning Outcomes: Upon completion of this module the students/ trainees will be able to: LO1. LO2. LO3. LO4. LO5. Greet customers Identify needs of customers Deliver service to customer Handle queries through use of common business tools and technology Handle complaints/conflict situations, evaluation and recommendations Details of Learning Outcomes: LO1. Greet customers Assessment Criteria 1. 2. 3. 4. Customers are greeted according to enterprise procedure Verbal and nonverbal communications are appropriate to the given situation Non verbal communication are observed when responding to customers Sensitivity to cultural and social differences is demonstrated Contents Communication  Interactive communication with others  Interpersonal skills/ social graces with sincerity Safety Practices  Safe work practices  Personal hygiene Attitude  Attentive, patient and cordial  Eye-to-eye contact  Maintain teamwork and cooperation Theory  Selling/upselling techniques  Interview techniques  Conflict resolution  Communication process Conditions May include:    Availability of telephone, fax machine, internet, etc. Availability of data on projects and services; tariff and rates, promotional activities in place etc. Availability of office supplies Methodologies     Online Lecture Online Demonstration Online Roleplay Online Simulation Assessment Methods  Online Demonstration  Online Interviews/ Questioning  Online Written Examination  Communication barriers LO2. Identify needs of customers Assessment Contents Criteria Communication  Appropriate interpersonal  Interactive skills are used to communication ensure that with others customer needs are  Interpersonal accurately skills/ social identified graces with  Customer needs sincerity are assessed for Safety Practices urgency so that  Safe work priority for service practices delivery can be  Personal hygiene identified Attitude  Customers are  Attentive, patient provided with and cordial information  Eye-to-eye contact  Personal limitation  Maintain in addressing teamwork and customer and cooperation colleague needs is Theory identified and  Selling/upselling where appropriate, techniques assistance is sought  Interview from supervisor techniques  Conflict resolution  Communication process  Communication barriers LO3. Deliver service to customer Assessment Contents Criteria Communication  Customer needs are promptly attended to in Conditions May include:    Availability of telephone, fax machine, internet, etc. Methodologies     Availability of data on projects and services; tariff and rates, promotional activities in place etc. Availability of office supplies Conditions May include: Online Lecture Online Demonstration Online Roleplay Online Simulation Methodologies   Online Lecture Online Demonstration Assessment Methods  Online Demonstration  Online Interviews/ Questioning  Online Written Examination Assessment Methods  Online Demonstration   line with enterprise procedure Appropriate rapport is maintained with customer to enable high quality service delivery Opportunity to enhance the quality of service and products are taken wherever possible  Interactive communication with others  Interpersonal skills/ social graces with sincerity Safety Practices  Safe work practices  Personal hygiene Attitude  Attentive, patient and cordial  Eye-to-eye contact  Maintain teamwork and cooperation Theory  Selling/upselling techniques  Interview techniques  Conflict resolution  Communication process  Communication barriers    Availability of telephone, fax machine, internet, etc.   Online Roleplay Online Simulation Availability of data on projects and services; tariff and rates, promotional activities in place etc. Availability of office supplies LO4. Handle queries through use of common business tools and technology Assessment Contents Conditions Methodologies Criteria 1. Common Communication May include:  Online Lecture  Online business tools  Interactive  Availability of communication Demonstration and technology telephone, fax with others  Online Roleare used machine,  Interpersonal play efficiently to internet, etc. skills/ social  Online determine graces with  Availability of Simulation customer sincerity data on projects requirements Safety Practices and services; 2. Queries/ tariff and rates,  Safe work information are promotional practices recorded in line activities in  Personal hygiene with enterprise place etc. Attitude procedure  Availability of  Attentive, patient 3. Queries are acted office supplies and cordial upon promptly  Eye-to-eye contact and correctly in  Maintain line with teamwork and enterprise cooperation procedure Theory  Selling/upselling techniques  Interview techniques  Conflict resolution  Communication process  Communication barriers  Online Interviews/ Questioning  Online Written Examination Assessment Methods  Online Demonstration  Online Interviews/ Questioning  Online Written Examination LO5. Handle complaints/conflict situations, evaluation and recommendations Assessment Contents Conditions Methodologies Criteria 1. Guests are greeted Communication May include:  Online Lecture with a smile and  Online  Interactive  Availability of eye-to-eye contact communication Demonstration telephone, fax 2. Responsibility for with others  Online Rolemachine, resolving the  Interpersonal play internet, etc. complaint is taken skills/ social  Online within limit of graces with  Availability of Simulation responsibility and sincerity data on according to Safety Practices projects and enterprise policy services; tariff  Safe work 3. Nature and details and rates, practices of complaint are promotional  Personal hygiene established and activities in Attitude agreed with the place etc.  Attentive, patient customer  Availability of and cordial 4. Threats to personal office supplies  Eye-to-eye safety are identified contact and managed to  Maintain personal safety of teamwork and customers or cooperation colleagues and Theory appropriate  Selling/upselling assistance is techniques organized  Interview 5. Appropriate action techniques is taken to resolve  Conflict resolution the complaint to the  Communication customers process satisfaction  Communication wherever possible barriers 6. Conflict situations are resolved within scope of individual responsibility by applying effective communication skills and according to enterprise policy CORE COMPETENCIES UNIT OF COMPETENCY MODULE TITLE MODULE DESCRIPTOR : : : NOMINAL DURATION QUALIFICATION LEVEL : : PROVIDE HOUSEKEEPING SERVICES TO GUEST PROVIDING HOUSEKEEPING SERVICES TO GUEST This unit of competency deals with the skills and required to provide a range of general housekeeping services to guests. 70 hours NC II SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainee/student must be able to: LO1. Receive housekeeping requests LO2. Provide/Service housekeeping requests LO3. Provide advice to guest LO4. Liaise with other departments Details of Learning Outcomes: LO1. Receive housekeeping request Assessment Methods  Online Demonstration  Online Interviews/ Questioning  Online Written Examination Assessment Criteria 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. Contents   Knowledge on typical housekeeping services and procedures Knowledge on materials/solutions and equipment LO2. Provide / service housekeeping request Assessment Contents Criteria 2.1 Identified  Knowledge on service/item typical housekeeping is obtained services and through procedures liaison with  Knowledge on other staff in materials/solutions accordance and equipment 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 Conditions  The following resources MUST be provided Fully operational equipment in an accommodation environment, including guests rooms and various housekeeping equipment and solutions  Methodologies    Conditions   The following resources MUST be provided Fully operational equipment in an accommodation environment, including guests rooms and various housekeeping equipment and solutions Online Lecture – Discussion Online Interaction Online Demonstration    Methodologies    Online Lecture – Discussion Online Interaction Online Demonstration    Assessment Methods Online Interviews/ questioning Online Demonstration Online Observation Assessment Methods Online Interviews/ questioning Online Demonstration Online Observation guest rooms in accordance with enterprise procedures. LO3. Provide advice to guest Assessment Contents Criteria 3.1 Guest is advised  Knowledge on on services and typical items available housekeeping through services and housekeeping procedures department  Knowledge on 3.2 Guest is advised materials/solutions on use of items and equipment delivered to guest room 3.3 The proper use of delivered item to the guest room is demonstrated to guest 3.4 Liaise with other staff and department to provide support services LO4. Liaise with other departments Assessment Contents Criteria 4.1 Equipment  Knowledge on malfunction is typical reported to housekeeping appropriate services and personnel in procedures accordance with  Knowledge on enterprise materials/solutions procedures and equipment 4.2 Management is advised on dangerous or suspicious circumstances in accordance with enterprise procedures. 4.3 Other departments are updated on the status of service requests Conditions   The following resources MUST be provided Fully operational equipment in an accommodation environment, including guests rooms and various housekeeping equipment and solutions Methodologies  Online Lecture – Discussion Online Interaction Online Demonstration   Conditions   The following resources MUST be provided Fully operational equipment in an accommodation environment, including guests rooms and various housekeeping equipment and solutions Assessment Methods Online Interviews/ questioning Online Demonstration Online Observation    Methodologies    Online Lecture – Discussion Online Interaction Online Demonstration    Assessment Methods Online Interviews/ questioning Online Demonstration Online Observation CORE COMPETENCIES UNIT OF COMPETENCY MODULE TITLE MODULE DESCRIPTOR : : : NOMINAL DURATION QUALIFICATION LEVEL : : CLEAN AND PREPARE ROOMS FOR INCOMING GUEST CLEANING AND PREPARING ROOMS FOR INCOMING GUEST The unit deals with the skills and knowledge required from housekeeping attendants to clean and prepare rooms for incoming guests in a commercial accommodation establishment. 90 hours NC II SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainee/student must be able to: LO1. Set up equipment and trolleys LO2. Access rooms for servicing LO3. Make up beds LO4. Clean and clear rooms LO5. Clean and store trolleys and equipment Details of Learning Outcomes: LO1. Set up equipment and trolleys Assessment Contents Criteria 1.1 Cleaning, supplies  Roles of Room and equipment Attendant required for  Types and uses of servicing correct cleaning 1.2 rooms are chemicals, correctly selected equipment and and prepared for procedures for use cleaning various 1.3 Supplies for surfaces and trolleys are materials accurately  Enterprise identified and procedures and selected or standards in ordered in relation to sufficient presentation of numbers in guest room accordance with enterprise procedures 1.4 Trolleys are safely loaded with adequate supplies in accordance with enterprise procedures LO2. Access rooms for servicing Assessment Contents Criteria 2.1 Rooms requiring  Roles of Room service are Attendant correctly  Types and uses identified based of correct on information cleaning supplied to chemicals, housekeeping staff equipment and Conditions    The following resources MUST be provided Fully equipped guest rooms Housekeeping storage areas and all housekeeping equipment required for room cleaning Methodologies      The following resources MUST be provided Fully equipped guest rooms Housekeeping storage areas     Conditions  Online Lecture – Discussion Online Interaction Online Demonstration Methodologies    Online Lecture – Discussion Online Interaction Online Demonstration    Assessment Methods Online Interviews/ questioning Online Demonstration Online Observation Online Written examination (optional) Assessment Methods Online Interviews/ questioning Online Demonstration Online Observation 2.2 Rooms are accessed in accordance with the establishment’s customer service and security procedures LO3. Make up beds Assessment Criteria 3.1 Beds and mattresses are stripped, pillows and linen are checked for stains and damage rooms are checked whether guests left any valuables 3.2 Items with stains are immediately segregated and forwarded to the Laundry Department for proper processing 3.3 Bed linens are replaced in accordance with enterprise standards and procedures  procedures for cleaning various surfaces and materials Enterprise procedures and standards in relation to presentation of guest room and all housekeeping equipment required for room cleaning Contents    Conditions Roles of Room Attendant Types and uses of correct cleaning chemicals, equipment and procedures for cleaning various surfaces and materials Enterprise procedures and standards in relation to presentation of guest room LO4. Clean and clear rooms Assessment Contents Criteria 4.1 Rooms are  Roles of Room cleaned in Attendant correct order  Types and uses of and with correct cleaning minimum chemicals, disruption to equipment and guests procedures for 4.2 All furniture, cleaning various fixtures and surfaces and fittings are materials cleaned and  Enterprise checked in procedures and accordance with standards in enterprise relation to procedures and presentation of hygiene/safety guest room guidelines 4.3 Room supplies are checked,     Methodologies  The following resources MUST be provided Fully equipped guest rooms Housekeeping storage areas and all housekeeping equipment required for room cleaning     The following resources MUST be provided Fully equipped guest rooms Housekeeping storage areas and all housekeeping equipment required for room cleaning  Online Lecture – Discussion Online Interaction Online Demonstration    Conditions  Online Written examination (optional) Methodologies    Online Lecture – Discussion Online Interaction Online Demonstration     Assessment Methods Online Interviews/ questioning Online Demonstration Online Observation Online Written examination (optional) Assessment Methods Online Interviews/ questioning Online Demonstration Online Observation Online Written examination (optional) replenished or replaced in accordance with enterprise standards and procedures 4.4 Pests are promptly identified and appropriate action is taken in accordance with safety and enterprise procedures 4.5 Rooms are checked for any defects and are accurately reported in accordance with enterprise procedures 4.6 Damaged items are recorded in accordance with enterprise procedures 4.7 Any unusual or suspicious person, item or occurrence is promptly reported in accordance with enterprise procedures 4.8 Guest’s belongings left in vacated rooms are collected and stored in accordance with lost and found enterprise procedures LO5. Clean and store trolleys and equipment Assessment Contents Criteria 5.1 Trolleys and  Roles of Room equipment are Attendant cleaned after  Types and uses of use in correct cleaning accordance with chemicals, safety and equipment and enterprise procedures for procedures cleaning various 5.2 All items are surfaces and correctly stored materials in accordance  Enterprise with enterprise procedures and procedures standards in Conditions    The following resources MUST be provided Fully equipped guest rooms Housekeeping storage areas and all housekeeping equipment required for room cleaning Methodologies    Online Lecture – Discussion Online Interaction Online Demonstration     Assessment Methods Online Interviews/ questioning Online Demonstration Online Observation Online Written examination (optional) 5.3 Supplies and items are checked and replenished or re- ordered in accordance with enterprise procedures 5.4 Additional housekeeping services is provided as requested in accordance with enterprise procedures 5.5 Turn over procedure for next shift is carried out in accordance with enterprise procedures relation to presentation of guest room CORE COMPETENCIES UNIT OF COMPETENCY MODULE TITLE MODULE DESCRIPTOR : : : PROVIDE VALET / BUTLER SERVICE PROVIDING VALET / BUTLER SERVICE This unit of competency deals with the skills and knowledge required to provide valet/butler services in a commercial accommodation establishment. This role would generally be undertaken by staff members with sound organizational and interpersonal skills within limit of responsibility. NOMINAL DURATION QUALIFICATION LEVEL : : 60 hours NC II SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainee/student must be able to: LO1. Provide valet services to guest LO2. Display professional standards LO3. Care for guest property Details of Learning Outcomes: LO1. Provide valet services to guest Assessment Contents Criteria 1.1 Role of valet is  Trade Theory defined in  Valet service and accordance its current role in with the hospitality enterprise industry policy  Oral and written 1.2 Valet services communication are prepared on building guest to be delivered rapport 1.3 Valet services  Protocols for is delivered ensuring within limit of optimum privacy responsibility and Conditions    The following resources/situations MUST be provided Workplace location Interaction with others to demonstrate appropriate interpersonal skills and ability to organize services Methodologies    Online Lecture – Discussion Online Interaction Online OJT    Assessment Methods Online Interviews/ questioning Online Demonstration Online Observation 1.4 Valet services is recorded  confidentiality for all guests Roles of valet LO2. Display professional standards Assessment Contents Criteria 2.1 Rapport is  Trade Theory established and  Valet service and feelings of its current role in goodwill are the hospitality enhanced industry between the  Oral and written guest within communication limit of on building guest responsibility rapport 2.2 Knowledge of  Protocols for individual ensuring guest’s records optimum privacy is accessed and and utilized to confidentiality provide for all guests personalized  Roles of valet and quality services based on guest instructions and enterprise policy 2.3 Valet grooming and communication standards are followed, in accordance with enterprise policy LO3. Care for guest property Assessment Contents Criteria 3.1 Luggage is set  Trade Theory in room based  Valet service and on guest its current role in instructions the hospitality and enterprise industry policy  Oral and written 3.2 Guest clothes communication may be on building guest processed rapport based on guest  Protocols for instructions ensuring optimum and enterprise privacy and policy confidentiality for 3.3 Shoes are all guests cleaned based  Roles of valet on guest instructions 3.4 Repairs are made or organized based on guest instructions, in Conditions    The following resources/situations MUST be provided Workplace location Interaction with others to demonstrate appropriate interpersonal skills and ability to organize services Conditions    The following resources/situations MUST be provided Workplace location Interaction with others to demonstrate appropriate interpersonal skills and ability to organize services Methodologies    Online Lecture – Discussion Online Interaction Online OJT    Methodologies    Online Lecture – Discussion Online Interaction Online OJT    Assessment Methods Online Interviews/ questioning Online Demonstration Online Observation Assessment Methods Online Interviews/ questioning Online Demonstration Online Observation accordance with enterprise policy 3.5 Confidentiality of guest’s property and activities is maintained in accordance with legal and ethical requirements CORE COMPETENCIES UNIT OF COMPETENCY MODULE TITLE MODULE DESCRIPTOR : : : NOMINAL DURATION QUALIFICATION LEVEL : : LAUNDRY LINEN AND GUEST CLOTHES LAUNDRY LINEN AND GUEST CLOTHES This unit of competency deals with the skills and knowledge required to work in an “on-premise” laundry section in a commercial accommodation establishment applied to guest laundry, and inhouse linen and uniforms. 60 hours NC II SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainee/student must be able to: LO1. Collect laundry for laundering functions LO2. Perform laundering functions LO3. Process laundered LO4. Return laundered item Details of Learning Outcomes: LO1. Collect laundry for laundering functions Assessment Contents Criteria 1.1 The role of an  Theory on-premise  Types of fabric and laundry is laundry equipment identified  Meaning of laundry according to and dry cleaning enterprise labels on clothing policy  Key laundry terms 1.2 Guest clothes  Common guest are picked up in laundry issues accordance  Safety Practices with enterprise  Hygiene, health and policy safety issues on 1.3 In-house items laundry operations are picked up in  Laundry accordance Chemicals/Solutions with enterprise  Role of an “on policy premise” laundry LO2. Perform laundering functions Assessment Contents Criteria 2.1 Items are correctly  Theory sorted and counted  Types of fabric and according to laundry equipment Conditions  The following resources MUST be provided Variety of linen, clothing items and fabrics Industry laundry equipment Laundry Chemicals/ Solutions    Methodologies  Online Lecture – Discussion Online Interaction Online Demonstration Online Simulation    Conditions  The following resources     Methodologies   Online Lecture – Discussion Online Interaction  Assessment Methods Online Interviews/ questioning Online Demonstration Online Observation Online Written examination (optional) Assessment Methods Online Interviews/ questioning 2.2 cleaning process required and urgency of the item 2.3 Items for laundering are checked for stains and are treated using the correct process 2.4 Laundry methods are selected in accordance with textile labeling codes and based on fiber and fabric, dye fastness, degree of spoilage and washing instructions 2.5 Laundry equipment is operated in accordance with manufacturer’s instructions 2.6 Any damage arising from the laundering process is recorded and appropriate person(s) is/are notified in accordance with enterprise procedures 2.7 Cleaning agents and chemicals are used in accordance with manufacturer’s instructions and specific laundry equipment 2.8 Items are checked after the laundering process to ensure quality cleaning 2.9 Pressing and finishing processes are correctly completed in accordance with textile characteristics and client requirements LO3. Process laundered Assessment Criteria 3.1 Post cleaning  laundry activity  are performed in        Meaning of laundry and dry cleaning labels on clothing Key laundry terms Common guest laundry issues Safety Practices Hygiene, health and safety issues on laundry operations Laundry Chemicals/Solutions Role of an “on premise” laundry    Contents Theory Types of fabric and laundry equipment MUST be provided Variety of linen, clothing items and fabrics Industry laundry equipment Laundry Chemicals/ Solutions   The following resources  Online Demonstration Online Observation Online Written examination (optional)   Conditions  Online Demonstration Online Simulation Methodologies   Online Lecture – Discussion Online Interaction  Assessment Methods Online Interviews/ questioning accordance with enterprise policy 3.2 Results of cleaning are checked and appropriate additional action is taken. 3.3 Internal record and billing instructions are processed in accordance with enterprise procedures 3.4 Necessary internal laundry reports are produced        Meaning of laundry and dry cleaning labels on clothing Key laundry terms Common guest laundry issues Safety Practices Hygiene, health and safety issues on laundry operations Laundry Chemicals/Solutions Role of an “on premise” laundry LO4. Return laundered item Assessment Contents Criteria 4.1 Guest clothes  Theory are delivered in  Types of fabric and accordance with laundry equipment enterprise policy  Meaning of laundry 4.2 In-house items and dry cleaning are delivered in labels on clothing accordance with  Key laundry terms enterprise policy  Common guest laundry issues  Safety Practices  Hygiene, health and safety issues on laundry operations  Laundry Chemicals/Solutions  Role of an “on premise” laundry CORE COMPETENCIES UNIT OF COMPETENCY MODULE TITLE MODULE DESCRIPTOR : : : NOMINAL DURATION QUALIFICATION LEVEL : :    MUST be provided Variety of linen, clothing items and fabrics Industry laundry equipment Laundry Chemicals/ Solutions      The following resources MUST be provided Variety of linen, clothing items and fabrics Industry laundry equipment Laundry Chemicals/ Solutions Online Demonstration Online Simulation    Conditions Methodologies     Online Lecture – Discussion Online Interaction Online Demonstration Online Simulation     Online Demonstration Online Observation Online Written examination (optional) Assessment Methods Online Interviews/ questioning Online Demonstration Online Observation Online Written examination (optional) CLEAN PUBLIC AREAS, FACILITIES AND EQUIPMENT CLEANING PUBLIC AREAS, FACILITIES AND EQUIPMENT This unit of competency deals with the knowledge and skills required in cleaning public areas, facilities and equipment. It includes selecting and setting up of equipment and materials; cleaning dry and wet areas; and, maintaining and storing cleaning equipment and materials. 60 hours NC II SUMMARY OF LEARNING OUTCOMES: Upon completion of this module, the trainee/student must be able to: LO1. Select and set up equipment materials LO2. Apply cleaning technique LO3. Clean dry and wet areas LO4. Maintain and store cleaning equipment and chemicals Details of Learning Outcomes:  LO1. Select and set up equipment materials Assessment Contents Criteria 1.1 Equipment are  Communication selected  Communication skills, oral according to and written type of  Management skills cleaning to be  Staff supervision and done handling 1.2 All equipment  Safety Practices are checked if  Practice hygienic clean and in preparation and teamwork safe working to colleagues condition prior  National/City/Municipality to use Occupational health and 1.3 Suitable dry safety legislation and wet  Cleaning operations cleaning  Common cleaning agents and chemicals chemicals are  Treatment of common selected and hazards prepared in accordance with manufacturer’s and relevant occupational health and safety requirements 1.4 Protective clothing are selected and used where necessary LO2. Perform laundering functions Assessment Contents Criteria 2.1 Furniture,  Communication fixtures,  Communication skills, oral ceilings and and written wallings are  Management skills assessed for  Staff supervision and cleaning handling 2.2 Appropriate  Safety Practices cleaning  Practice hygienic equipment and preparation and teamwork chemicals are to colleagues selected in  National/City/Municipality accordance Occupational health and with the type of safety legislation material used  Cleaning operations 2.3 Cleaning  Common cleaning technique is chemicals applied on  Treatment of common furniture and hazards walling materials in accordance with type of material used Conditions    The following resources MUST be provided Workplace location Cleaning agents, equipment and tools Methodologies      The following resources MUST be provided Workplace location Cleaning agents, equipment and tools     Conditions  Online Lecture – Discussion Online Interaction Online Demonstration Methodologies    Online Lecture – Discussion Online Interaction Online Demonstration     Assessment Methods Online Interviews/ questioning Online Demonstration Online Observation Online Written examination (optional) Assessment Methods Online Interviews/ questioning Online Demonstration Online Observation Online Written examination (optional) 2.4 Appropriate procedures is applied in accordance with the technique 2.5 Equipment and chemicals are properly cleaned and stored in accordance with manufacturer’s specifications and requirements LO3. Process laundered Assessment Criteria 3.1 Wet and dry  areas are  prepared for cleaning and  hazards  3.2 are identified and assessed  3.3 The work area is  barricaded or warning signs are placed, as  appropriate, to reduce risk to colleagues and  customers  3.4 Cleaning agents or chemicals are  selected and applied on specific areas in accordance with manufacturer’s recommendation s, safety procedures and enterprise policies and procedures 3.5 Equipment are used safely in accordance with manufacturer's recommendation s 3.6 Garbage and used chemicals are disposed off in accordance with hygiene, safety and environmental legislation 3.7 requirements Contents Communication Communication skills, oral and written Management skills Staff supervision and handling Safety Practices Practice hygienic preparation and teamwork to colleagues National/City/Municipalit y Occupational health and safety legislation Cleaning operations Common cleaning chemicals Treatment of common hazards Conditions    The following resources MUST be provided Workplac e location Cleaning agents, equipmen t and tools Methodologies    Online Lecture – Discussion Online Interaction Online Demonstratio n     Assessment Methods Online Interviews/ questioning Online Demonstratio n Online Observation Online Written examination (optional) LO4. Return laundered item Assessment Contents Criteria 4.1 Equipment are  Communication cleaned after use  Communication skills, oral in accordance and written with enterprise  Management skills requirements  Staff supervision and and handling manufacturer’s  Safety Practices instructions  Practice hygienic 4.2 Routine preparation and teamwork preventive to colleagues maintenance is  National/City/Municipality carried out or Occupational health and arranged in safety legislation accordance with  Cleaning operations enterprise  Common cleaning procedures chemicals 4.3 Defects are  Treatment of common identified and hazards reported in accordance with enterprise procedures 4.4 Equipment are stored in the designated area and in a condition ready for re-use. 4.5 Chemicals are stored and controlled in accordance with health and safety requirements. CORE COMPETENCIES UNIT OF COMPETENCY MODULE TITLE MODULE DESCRIPTOR : : : NOMINAL DURATION QUALIFICATION LEVEL : : Conditions    The following resources MUST be provided Workplace location Cleaning agents, equipment and tools Upon completion of this module, the trainee/student must be able to: Details of Learning Outcomes: LO1. Determine the level of intoxication    Online Lecture – Discussion Online Interaction Online Demonstration     Assessment Methods Online Interviews/ questioning Online Demonstratio n Online Observation Online Written examination (optional) DEAL WITH HANDLE INTOXICATED GUEST DEALING WITH HANDLING INTOXICATED GUEST This unit of competency deals with the knowledge, skills and attitude in handling or dealing with intoxicated guests at the workplace. It includes the knowledge and skills on how to determine the level of intoxication, proper approach, application of appropriate procedure and the knowledge on legislation for alcoholic drinks. 60 hours NC II SUMMARY OF LEARNING OUTCOMES: LO1. Determine the level of intoxication LO2. Apply appropriate procedures LO3. Comply with legislation Methodologies Assessment Criteria 1.1 Level of intoxication of guest is assessed in accordance with industry procedure. 1.2 Offered assistance politely to intoxicated guest in line with enterprise procedure. 1.3 Urgently referred difficult situation to immediate boss as per enterprise regulations. 1.4 Intoxicated guest lying on the floor is not touched but is carefully watched in line with industry practice. 1.5 Sought immediate assistance from hotel security 1.6 personnel for the situations that posing a threat to safety and security according to enterprise procedure. Contents    Dealt diplomatically on the disruptive intoxicated guests. Ability to communicate to make the guest understand the position. Ability to demonstrate respect and concern in handling intoxicated guest LO2. Apply appropriate procedures Assessment Contents Criteria 2.1 Furniture,  Dealt fixtures, ceilings diplomatically and wallings are on the disruptive assessed for intoxicated cleaning guests. 2.2 Appropriate  Ability to cleaning communicate to equipment and make the guest chemicals are understand the selected in position. accordance with  Ability to the type of demonstrate material used respect and 2.3 Cleaning concern in technique is handling applied on intoxicated guest furniture and walling materials Conditions   Sources of information on the industry Industry knowledge about alcohol Methodologies     Online Lecture – Discussion Online Interaction Online Demonstration Online Simulation         Conditions   Sources of information on the industry Industry knowledge about alcohol Methodologies     Online Lecture – Discussion Online Interaction Online Demonstration Online Simulation        Assessment Methods Online Oral questions Online Written questions Online Work projects Online Workplace observation of practical skills Online Practical exercises/ Role Play/ Online Demonstration Online Formal report from Online supervisor Assessment Methods Online Oral questions Online Written questions Online Work projects Online Workplace observation of practical skills Online Practical exercises/ Role Play/ Online Demonstration Online Formal report from in accordance with type of material used 2.4 Appropriate procedures is applied in accordance with the technique 2.5 Equipment and chemicals are properly cleaned and stored in accordance with manufacturer’s specifications and requirements LO3. Comply with legislation Assessment Contents Criteria 3.1 Dealt with  Dealt intoxicated diplomatically on persons in line the disruptive with industry intoxicated practice guests. 3.2 Dealt with  Ability to underage drinkers communicate to with caution and make the guest care in understand the compliance with position. legal regulations  Ability to 3.3 Complied with demonstrate legislative respect and concern requirements as in handling per alcoholic intoxicated guest regulations  Conditions   Sources of information on the industry Industry knowledge about alcohol Methodologies     Online Lecture – Discussion Online Interaction Online Demonstration Online Simulation         Online supervisor Assessment Methods Online Oral questions Online Written questions Online Work projects Online Workplace observation of practical skills Online Practical exercises/ Role Play/ Online Demonstration Online Formal report from Online supervisor

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