COURSE DESIGN
COURSE TITLE
:
HOUSEKEEPING
NOMINAL DURATION
:
QUALIFICATION LEVEL
:
NC II
COURSE DESCRIPTION
:
This course is designed to enhance the knowledge,
skills and attitude in Housekeeping specifically it covers,
to provide housekeeping services to guest, prepare
room for guest, clean premises, provide valet service ,
launder linen and guest clothes
hours
SUMMARY OF LEARNING OUTCOMES :
Upon completion of this course students/trainees will be able to:
1. Identify and perform different housekeeping services
2. Handle housekeeping requests
3. Advice guests on room and housekeeping equipment
4. Set-up equipment and trolleys
5. Access rooms for servicing
6. Make –up beds
7. Clean and clear rooms
8. Clean and store trolleys and equipment
9. Select and use equipment and materials properly for cleaning premises.
10. Comply with occupational; health and safety requirements in preparing dry and wet
cleaning agents and chemicals
11. Identify and explain different cleaning operations, chemicals and treatment of
common hazards in the workplace
12. Dispose garbage and used chemicals properly
13. Clean wet and dry areas according to enterprise procedures
14. Maintain and store cleaning equipment and chemicals
15. Identify Valet services
16. Perform proper coordination to ensure optimum privacy, security and
confidentiality of all guests.
17. Display professional valet standards
18. Ensure proper handling of guest’s property.
19. Identify types of fabric and laundry equipment
20. Observe safety practices in handling laundry equipment and chemicals
21. Follow correct procedure in laundering process for guest’s laundry items
22. Package and store laundry items
ENTRY REQUIREMENTS:
Candidate/trainee must be any of the following:
 Can communicate both oral and written
 Good moral character
 Physically and mentally fit
COURSE STRUCTURE
UNIT OF
COMPETENCY
A. BASIC
1. Participate in
workplace
communication
MODULE TITLE
MODULE CONTENT
1.1 Participating in
workplace
communication
1.1.1 Parts of speech
1.1.2 Sentence construction
1.1.3 Effective communication
1.1.4 Conduct interviews
1.1.5 Sentence construction
1.1.6 Technical writing
1.1.7 Recording information
1.1.8 Basic mathematics
1.1.9 Technical writing
1.1.10 Types of forms
2. Work in a team
environment
2.1 Working with
others
3. Practice career
professionalism
3.1 Practicing career
professionalism
2.1.1 Team role
2.1.2 Relationship and
responsibilities
2.1.3 Role and responsibilities
within a team
2.1.4 Team members role and
responsibilities
2.1.5 Communication process
2.1.6 Team structure
2.1.7 Group planning and
decision making
3.1.1 Code of conduct and
code of ethics
3.1.2 Personal hygiene
3.1.3 Interpersonal and
intrapersonal skills
3.1.4 Communication skills
3.1.5 Fundamental rights at
work
3.1.6 Company procedures
and standards
3.1.7 Work values and ethics
3.1.8 Company policies
3.1.9 Company operating
procedures and
standards
3.1.10 Gender and
Development
3.1.11 Personal Hygiene
3.1.12 Certifications and
licenses appreciation
3.1.13 Participate in training
programs
3.1.14 Awards/ rewards
NOMINAL
DURATION
4. Practice
occupational health
and safety
procedures
4.1 Practicing
4.1.1
occupational health
and safety procedures
4.1.2
Hazards and risks
identification and
control
Organizational safety
and health protocol
4.1.3 Threshold limit value
(TLV)
4.1.4 OHS indicators
4.1.5 TLV table
4.1.6 Phil OHS Standards
4.1.7 Effects of hazards in the
workplace
4.1.8 Ergonomics
4.1.9 EGG Regulations
4.10 Safety Regulations
 Clean Air Act
 Electrical and
Fire Safety
Code
 Waste
management
 Disaster
Preparedness
and
Management
4.1.11 Contingency Measures
and Procedures
4.1.12 Operational health and
safety procedure,
practices and
regulations
4.1.13 Emergency-related
drills and training
B. COMMON
1. Develop and
update industry
knowledge
1.1 Developing and
updating industry
knowledge
1.1.1
1.1.2
1.1.3
1.1.4
1.1.5
1.1.6
2. Observe
workplace hygiene
procedures
2.1 Observing
workplace hygiene
procedures
Information sources
 media
 reference book
 libraries
 union
 industry
association
 internet
 personal
observation
Trade unions
environmental issues
and requirements
Industrial relations
issues and major
organization
Career opportunities
Work ethic required to
work in the industry
Quality assurance
2.1.1 Hygiene procedures
 Proper hand
washing
 Regular bathing
 Appropriate and
clean clothing
 Cleaning and
sanitizing
procedures
 Personal hygiene
 Pest control
 Principles of
HACCP
2.1.2 Types of hygiene risks
 Bacteria and
contamination
 Inappropriate
food handling
 Poor work
practices
 Cross
contamination
 Disposal of
garbage or
potentially
contaminated
waste
2.1.3 Different cleaning
materials
 Cleaning
procedures
 Cleaning
guidelines
3. Perform
computer
operations
3.1 Performing
Computer Operations
3.1.1 Types of computers and
basic features of
different operating
systems
3.1.2 Plain parts of a
computer
3.1.3 Storage devices and
basic categories of
memory
3.1.4 Types of software
3.1.5 Computer capacity
3.1.6 OHS Guidelines
3.1.7 Computer Capacity
3.1.8 Standard operating
procedures in entering
and saving data into the
computer
3.1.9 Storage media
3.1.10 Ergonomic guidelines
3.1.11 Procedures/Techniques
in Accessing
Information
3.1.12 Desktop Icons
3.1.13 Keyboard Techniques
3.1.12 Based on OHS
Requirements
3.1.14 Software Commands
3.1.15 Operation and Use of
Peripheral Devices
3.1.16 Procedures in
Transferring Files/Data
3.1.17 Cleaning, Minor
Maintenance and
Replacements of
Consumables
3.1.18 Creating More Space in
the Hard Disk
3.1.19 Reviewing Programs
3.1.20 Deleting Unwanted Files
3.1.21 Checking Hard Disk for
Errors
3.1.22 Viruses and Up to Date
Anti-Virus Programs
4. Perform
workplace safety
practices
4.1 Performing
workplace safety
practices
5. Provide effective 5.1 Providing
customer services
effective customer
services
4.1.1 Health, safety and
security procedures
4.1.2 Breaches procedures
4.1.3 Emergency procedure
 Personal injuries
 Fire
 Electrocution
 Natural calamity
 Criminal acts
4.1.3 Safe personal
presentation standard
4.1.4 5’s Principles
4.1.5 Waste management
4.1.6 Pollution control
4.1.6 Effect of pollution
4.1.7 Types of pollutants
5.1.1 Good working attitude
40 Hours
5.1.2 Knowledge of services
manual and standards
5.1.3 Interactive
communication with
others
5.1.4 Interpersonal skills and
sincerity
5.1.5 Non verbal
communication and body
language
5.1.6 Work value and ethics
5.1.7 Telephone conversation
5.1.8 Fax machine information
5.1.9 Product merchandizing
5.1.10 E-Learning
5.1.11 Dealing with objectives
and disagreement
5.1.12 Holding guest's
complaints in effective
ways
5.1.13 Evaluation and
recommendation
process
5.1.14 Guest relation
communication
5.1.15 Responding to customer
needs
UNIT OF
COMPETENCY
MODULE TITLE
MODULE CONTENT
CORE
1. Provide
housekeeping
services to guest
1.1 Providing
housekeeping services
to guest
1.1.1 Hotel codes and
regulations
1.1.2 Interpersonal skills:
Communication and
listening Skills
1.1.3 Upselling and selling
techniques
1.1.4 Basic operational skills
on facilities and
equipment
1.1.5 Personal hygiene
1.1.6 Hotel organization
structure: departments
and its functions “Rank
and File”
1.1.7 Preparing requisitions
for maintenance
services
1.1.8 Housekeeping and Front
Office forms
1.1.9 Codes and regulations
1.1.10 Handle queries through
telephone, fax machine,
internet and e-mail
1.1.11 Interpersonal skills:
Communication and
listening skills
1.1.12 Upselling and selling
techniques
NOMINAL
DURATION
2. Prepare rooms
for guests
2.1 Preparing rooms
for guests
2.1.1 Types and uses of
cleaning equipment
2.1.2 Types cleaning
materials and supplies
and their uses
2.1.3 Classification of cleaning
tools, equipment and
materials according to
their uses and care
2.1.4 Setting-up of trolley/
caddy with cleaning
materials according to
needs and
establishment
standards.
2.1.5 Safety measures in
handling different
cleaning equipment and
chemicals
2.1.6 Safe keeping practices
2.1.7 Safety hazards and
precautions
2.1.8 Codes and regulation
2.1.9 Basic phraseologies in
housekeeping
2.1.10 Housekeeping reports,
checklists and forms
2.1.11 Types and sizes of
linens, pillows and bed
sheets
2.1.12 Procedures in making
up beds and cots
2.1.13 Color harmony
2.1.14 Materials, tools,
chemical agents and
equipment needed in
cleaning guest room
2.1.15 Procedures on cleaning
guest room
occupied/vacant
ceilings and floorings
lanai area
furniture and fixtures
bed
2.1.16 Procedures in cleaning
furniture and fixtures
2.1.17 Procedures in cleaning
bathroom and toilet
2.1.18 Identifying pests and
applying proper control
2.1.19 Procedures in mixing
sanitizing agents
2.1.20 Sanitizing rooms and
bathrooms
2.1.21 Replenishing room and
bathroom supplies and
amenities
2.1.22 Safety measures in
cleaning
2.1.23 Home management
practices
2.1.24 Cleaning motion in
guest room
2.1.25 Types of cleaning
materials and
equipment
2.1.26 Cleaning and keeping
cleaning materials and
equipment according to
manufacturer’s
operating procedures
and establishment
standards.
2.1.27 Safe keeping practices
in
accordance
with
establishment
standards
3. Clean
premises
3.1 Clean premises
3.1.1 Common equipment and
cleaning chemicals and
agents and their usage
in accordance with
manufacturer’s
instruction
3.1.2 Identification and
treatment of common
hazards in the work area
3.1.3 Occupational health and
safety requirements
3.1.4 Common protective
clothing and materials
and their appropriate
use
3.1.5 Checking safety and
working conditions of
cleaning equipment in
accordance with
manufacturer’s
instruction and
establishment operating
standards
3.1.6 Policies and procedures
related to cleaning
operations and disposal
of used chemicals in
accordance with
establishment operating
standards
3.1.7 Security procedures of
establishment
3.1.8 Laws on general
workplace safety,
hazardous substances
and manual handling
and storage
requirements
3.1.9 Checking safety and
working condition of
cleaning equipment in
accordance with
manufacturer’s
instructions and
establishment
procedures
3.1.10 Identifying possible
inconveniences and
hazards at work area
3.1.11 Cleaning task is
scheduled and
performed in accordance
with customer
convenience and
establishment policies
3.1.12 Procedure in cleaning
operations for specific
areas:
 bathrooms
 balconies, private
lounge areas, public
areas
 kitchen
 function rooms
 storage areas
3.1.13 Proper disposal of used
chemicals in accordance
with manufacturer’s
instructions and safety
and environmental
legislation requirements
3.1.14 Procedure in garbage
disposal in accordance
with establishment
standards
3.1.15 Procedures in cleaning
public bathrooms
3.1.16 Procedures in Cleaning
public areas (internal
and external), private
lounge areas and
balconies
3.1.17 Procedure in cleaning
function rooms
3.1.18 Procedure in cleaning
kitchen
3.1.19 Cleaning storage areas
3.1.20 Procedure in wiping
down and cleaning of
cleaning equipment,
tools and materials
3.1.21 Procedure in washing
and rinsing equipment
and tools
3.1.22 Procedure in drying out
and sanitizing cleaning
equipment, tools and
materials
3.1.23 Procedure in dismantling
and re-assembling
cleaning equipment in
accordance with
manufacturer’s
instruction
3.1 24 Routine maintenance
and preventive
maintenance programs
in accordance with
safety and security
procedures and
establishment
operations
4. Provide valet
service
4.1 Provide valet
service
4.1.1 Basic roles of valet
service within Philippine
hospitality industry
4.1.2 Building guest rapport
through oral and written
communication
4.1.3 Procedures in performing
valet services:
4.1.4 Picking- up laundry
4.1.5 Checking laundry for
possible damages
4.1.6 Sorting, endorsing and
delivery of laundry
4.1.7 Procedures in keeping
laundry area clean in
accordance with
establishment standards.
4.1.8 Organizational chart of
the housekeeping
department
4.1.9 Prepare reports and
endorsements of valet
service provider
4.1.10 Procedure of sorting and
marking of laundry items.
4.1.11 Checking laundry
condition
4.1.12 Delivery of laundry and
luggage to guest room
4.1.13 Basic contact lists and
details, and basic
customer preference
profiles.
4.1.14 Communication phrases
of valet service provider
with guest in accordance
with establishment
standards
4.1.15 Personality
development: Grooming
and personal hygiene
4.1.16 Procedure in unpacking,
storing and packing of
guest luggage in
accordance with guest
instructions.
4.1.17 Procedure in pressing
and presenting guest’s
clothes ready for use.
4.1.17 Identify cleaning
materials and supplies
appropriate for shoes
based on material of
shoes.
4.1.18 Cleaning and preparing
guest’s shoes in
accordance with
establishment standards
4.1.19 Basic darning and
mending for clothing and
linen and repair of other
accessories.
4.1.20 Protocols for ensuring
optimum privacy and
confidentiality for all
guests.
5. Launder linen
and guest clothes
5.1 Laundering linen
and guest clothes
5.1.1 Types of fibers and
fabrics
5.1.2 Laundry terms and
standard laundering
methods
5.1.3 Types and usage of
washing equipment:
washing machine and
dryers
5.1.4 Types and usage of
laundry chemicals and
cleaning agents
5.1.5 Classifications and
usage of stain removing
agents
5.1.6 Types of fabric softener
5.1.7 Reading textile label
codes
5.1.8 Procedures in sorting
laundry items
5.1.9 Principles and
procedures in laundering
clothes and linens
5.1.10 Principles and
procedures in treating
stains based on nature
of stain and type of
fabric and fiber
5.1.11 Handling bleaching
solutions and other
laundry chemicals
5.1.12 Hygiene, health and
safety issues of specific
relevance to laundry
operations
5.1.13 Principles in drying
clothes and linens
5.1.14 Principles and
procedures in ironing
and pressing clothes
and linens
5.1.15 Types of ironing
equipment, tools and
materials and their
proper usage
5.1.16 Types of hangers and
their uses
5.1.17 Folding methods and
techniques
5.1.18 Procedures in packaging
and presenting guest
laundry
5.1.19 Procedures in storing
guest laundry in
accordance with
establishment standards
or guest request
5.1.20 Delivery of laundry items
5.1.21 Basic housekeeping
phraseologies
360 hrs
COMPETENCY ANALYSIS:
This table describe the number of modules develop in a particular unit of competency.
Unit of Competency
A. Basic
1. Participate in workplace communication
2. Work in a team environment
3. Practice career professionalism
4. Practice occupational health and safety procedures
B. Common
1. Develop and update industry knowledge
2. Observe workplace hygiene procedures
3. Perform computer operations
4. Perform workplace and safety practices
5. Provide effective customer service
C. Core
1. Provide housekeeping services to guest
2. Prepare rooms for guest
3. Clean premises
4. Provide valet service
5. Launder linen and guest clothes
No. of modules
Total
1
1
1
1
4
1
1
1
1
1
5
1
1
1
1
1
5
ASSESSMENT METHOD
 Individual and group demonstration (Practical application)
 Written examination
 Individual report
COURSE DELIVERY (METHODOLOGY)
 Group Discussion
 Demonstration
 Film Viewing
 Modular instruction
 Practical application
 Reporting
 Industry immersion
 E-learning
RESOURCES
Facilities
 Workshop
 Laboratory
 Audio-visual room
 Lecture room
 Storage/stock room
Equipment
 Projector screen
 Overhead projector
 Electric fan
 First aid cabinet
 Fire extinguisher
 Emergency light
 directional signage
 air condition
 telephones
 computers
 TV
 Video player
 Fax machine
 Refrigerators
 Hairdryer
 Alarm clock
 Shelving
 Cart
 Trolley
 Coffee maker
 Electric kettles electric jugs
 Toilet caddy
 Carpet sweeper
 Vacuum cleaner (dry and wet)
 Polisher (electric with complete accessories)
 Washer
 dryer
Tools

















Mops
Brushers
Brooms
Buckets
Dust pans
Garbage receptacles
Sorting baskets/laundry basket
Step ladder
Squeegee
Water hoses
Lint free cleaning cloths
Scrubbing foam
Spray bottle
Anti-static duster
Gloves
Caution signs
Mop squeezer
Supplies
 Papers
 Slides
 Acetates
 Requisition form
 Cleaning and sanitizing agents
 Herbs
 Seasoning and spices
 Meat
 Vegetables
 Poultry
 Fruits
 Breads and Packaging and labeling supplies
 Cooked and un cooked foods
 Evaluation forms
Room Supplies
 Stationery
 Linen (for single bed and double bed
 Glassware
 Cutlery
 Tea
 Coffee
 Sugar milk
 Biscuits
 Beds (single)
 Bed (queen)
 Holy bible
 Slippers
 Flashlight
 Light fittings







Mirrors
Wardrobes
Hangers
Ashtrays
Variety of linen and clothing items and fabrics
Cleaning agents
Cleaning detergent
Accessories
 Complete laboratory outfit
 Working devices
 Padlocks
 Keys
Reference
 Brochures
 Manuals
 Charts
 Recipe Book
 CD’s
 Video Tapes
 Pictures
QUALIFICATION OF INSTRUCTORS/TRAINERS




Must be a holder of NC II
Must have undergone training on Training Methodology II (TM II)
Must be physically and mentally fit
Must have at least 2 years job/industry experience (optional. Only when required by
the hiring institution)
SECTOR
:
TOURISM
BASIC COMPETENCY
:
COMMUNICATIONS
UNIT OF COMPETENCY :
PARTICIPATE IN WORKPLACE COMMUNICATION
MODULE TITLE
PARTICIPATING IN WORKPLACE COMMUNICATIONS
:
MODULE DESCRIPTOR :
This module covers the knowledge, skills and attitudes
required to obtain, interpret and convey information in
response to workplace requirements.
SUGGESTED DURATION :
16 hrs
QUALIFICATION LEVEL :
NC II
PREREQUISITE
Receive and Respond to workplace Communication. (NCI)
:
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module the students/ trainees will be able to:
LO 1. Obtain and convey workplace information
LO 2. Complete relevant work related documents.
LO 3. Participate in workplace meeting and discussion.
LO 1 OBTAIN AND CONVEY WORKPLACE INFORMATION
ASSESSMENT CRITERIA:
1.
2.
3.
4.
5.
6.
7.
Specific relevant information is accessed from appropriate sources.
Effective questioning and active listening and speaking are used to gather
and convey information.
Appropriate medium is used to transfer information and ideas.
Appropriate non-verbal communication is used.
Appropriate lines of communication with superiors and colleagues are
identified and followed.
Defined work procedures for the location and storage of information are
used.
Personnel interaction is carried out clearly and concisely.
CONTENTS:
1.
2.
3.
4.
Parts of speech
Sentence construction
Effective communication
Conduct interviews
CONDITIONS:
The students/ trainees must be provided with the following:
1.
2.
3.
Writing materials (pen & paper)
References (books)
Manuals
METHODOLOGIES:
1.
Group discussion
2.
Interaction
3.
Lecture
Reportorial
ASSESSMENT METHOD:
1.
2.
3.
Written test
Practical performance test
Interview
LO2. PARTICIPATE IN WORKPLACE MEETING AND DISCUSSION.
ASSESSMENT CRITERIA:
1.
2.
3.
4.
5.
6.
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 establish
protocols.
Workplace interaction are conducted in a courteous manner appropriate to
cultural background and authority in the enterprise procedures.
Questions about simple routine workplace procedures and matters
concerning conditions of employment are asked and responded.
Meeting outcomes are interpreted and implemented.
CONTENTS:
1.
2.
3.
Sentence construction
Technical writing
Recording information
CONDITIONS:
The students/trainees must be provided with the following:
1.
2.
3.
4.
Paper
Pencils/ball pen
References (books)
Manuals
METHODOLOGIES:
1.
2.
3.
Group discussions
Interaction
Lecture
ASSESSMENT METHOD:
1.
2.
3.
Written test
Practical / performance test
Interview
L03. COMPLETE RELEVANT WORK RELATED DOCUMENTS.
ASSESSMENT CRITERIA:
1.
Ranges of forms relating to conditions of employment are completed
accurately and legibly.
2.
Workplace data is recorded on standard workplace forms and documents.
Basic mathematical process are used for routine calculations.
Errors in recording information on forms! documents are identified and rectified.
5.
Reporting requirements to superior are completed according to enterprise
guidelines.
CONTENTS:
1.
2.
3.
Basic mathematics
Technical writing
Types of forms
CONDITIONS:
The students/trainees must be provided with the following:
1.
2.
3.
4.
Paper
Pencils / ball pen
Reference books
Manuals
METHODOLOGIES:
1.
2.
3.
Group discussion
Interaction
Lecture
ASSESSMENT METHOD:
1.
2.
3.
Written test
Practical! Performance test
Interview
BASIC COMPETENCY
: TEAM WORK
UNIT OF COMPETENCY
: WORK IN A TEAM ENVIRONMENT
MODULE TITLE
: WORKING IN A TEAM ENVIRONMENT
MODULE DESCRIPTOR
: This module covers the knowledge, skills, and attitudes
required to relate in a work based environment.
SUGGESTED DURATION :
QUALIFICATION LEVEL :
NCII
PREREQUISITE
TEAMWORK (NC I)
:
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module the students/ trainees will be able to:
LO1. Describe and identify team role and responsibility in a team.
LO2. Describe work as a team.
LO 1. DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A TEAM.
ASSESSMENT CRITERIA:
1.
2.
3.
4.
5.
Role and objective of the team is identified.
Team parameters, relationships and responsibilities are identified.
Individual role and responsibilities within team environment are identified.
Roles and responsibilities of other team members are identified and
recognized.
Reporting relationships within team and external to team are identified.
CONTENTS:
1.
2.
3.
4.
Team role.
Relationship and responsibilities
Role and responsibilities with team environment.
Relationship within a team.
CONDITIONS:
The students/ trainees must be provided with the following:
1.
2.
3.
4.
5.
SOP of workplace
Job procedures
Client / supplier instructions
Quality standards
Organizational or external personnel
METHODOLOGIES:
1.
2.
3.
Group discussion/interaction
Case studies
Simulation
ASSESSMENT METHODS:
1.
2.
3.
4.
Written test
Observation
Simulation
Role playing
LO 2. DESCRIBE WORK AS A TEAM MEMBER
ASSESSMENT CRITERIA:
1.
2.
Appropriate forms of communication and interactions are undertaken.
Appropriate contributions to complement team activities and objectives were
made.
Reporting using standard operating procedures followed.
Development of team work plans based from role team were contributed.
3.
4.
CONTENTS:
1.
2.
3.
Communication process
Team structure / team roles
Group planning and decision making
CONDITIONS:
The students I trainees must be provided with the following:
1. SOP of workplace
2. Job procedures
3. Organization or external personnel
METHODOLOGIES:
1. Group discussion/interaction
2. Case studies
3. Simulation
ASSESSMENT METHOD:
1.
2.
3.
Observation of work activities
Observation through simulation or role play
Case studies and scenarios.
BASIC COMPETENCY
:
PRACTICE CAREER PROFESSIONALISM
UNIT CODE
:
500311107
MODULE TITLE
:
PRACTICING CAREER PROFESSIONALISM
MODULE DESCRIPTOR :
This module covers the knowledge, skills and attitudes
in promoting career growth and advancement.
NOMINAL DURATION
:
CERTIFICATE LEVEL
:
PRE-REQUISITE
:
NATIONAL CERTIFICATE LEVEL II
Participate in workplace communication
Work in a team environment
SUMMARY OF LEARNING OUTCOMES:
Upon completion of the module, the trainees/ students should be able to
LO 1. Integrate personal objectives with organizational goals
LO 2. Set and meet work priorities
LO 3. Maintain professional growth and development
LO 1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS
ASSESSMENT CRITERIA:
1. Pursue personal growth and work plan towards improving qualifications set for
profession
2. Maintain intrapersonal and interpersonal relationships in the course of managing
self, based on performance evaluation.
3. Commitment to the organization and its goal is demonstrated in the performance of
duties
CONTENTS:
1. Code of conduct and code of ethics
2. Personal hygiene
3. Interpersonal and intrapersonal skills
4. Communication skills
5. Fundamental rights at work
6. Company procedures and standards
CONDITIONS:
Student/ trainee must be provided with the following:
Tools
METHODOLOGY:
1. Video presentation
2. Discussion
3. Research
ASSESSMENT METHOD:
1. Interview - oral
2. written
3. Observation
Equipment
simulated laboratory room
electronic learning device
computer
television and video set
Materials/ Supplies
case studies
prints and media
LO 2. SET AND MEET WORK PRIORITIES
ASSESSMENT CRITERIA:
1. Completing demands are prioritized to achieve personal, team and organizational
goals and objectives
2. Resources are utilized efficiently and effectively to manage with priorities and
commitments
3. Practice long economic use and maintenance equipment and facilities are followed
as per established procedures.
CONTENTS:
1. Work values and ethics
2. Company policies
3. Company operating procedures and standards
4. Gender and Development
5. Personal Hygiene
CONDITIONS:
Student/ trainee must be provided with the following:
Tools
assessment tools for case
studies
Equipment
simulated laboratory room
Materials/ Supplies
case studies
electronic learning device
computer
prints and media
Workplace/ location
assessment
television and video set
METHODOLOGY:
1. Lecture/ Discussion
2. Research/ project
ASSESSMENT METHOD:
1. Interview - oral
2. Written
3. Portfolio assessment
4. Simulation
LO 3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT
ASSESSMENT CRITERIA:
1. Trainings and career opportunities are identified and availed of based on job
requirements
2. Recognitions are sought/ received and demonstrated as proof of career
advancement
3. Obtain and renew licenses and/ or certifications relevant to job and career
CONTENTS:
1. Certifications and licenses appreciation
2. Participate in training programs
3. Awards/ rewards
CONDITIONS:
Student/ trainee must be provided with the following:
Tools
METHODOLOGY:
1. Film viewing
2. Lecture
3. Group Discussion
4. Research
5. Simulated training workshops
ASSESSMENT METHOD:
1. Interview - oral
2. Written
3. Observation
Equipment
Materials/ Supplies
Certificates and licenses
pen and paper
BASIC COMPETENCY
:
PRACTICE OCCUPATIONAL HEALTH AND SAFETY
PROCEDURES
MODULE TITLE
:
PRACTICING OCCUPATIONAL HEALTH AND SAFETY
PROCEDURES
MODULE DESCRIPTOR :
NOMINAL DURATION
:
CERTIFICATE LEVEL
:
PREREQUISITE
:
This module covers the knowledge, skills and attitudes
required to comply with the regulatory and organizational
requirements for occupational health and safety such as
identifying, evaluating and maintaining OHS awareness.
NC II
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module, the trainee/student must be able to:
LO 1. Identity hazards and risks
LO 2. Evaluate hazards and risks
LO 3. Control hazards and risks
LO 4. Maintain occupational health and safety awareness
LO 1. IDENTIFY HAZARDS AND RISKS
ASSESSMENT CRITERIA:
1.
2.
Workplace hazards and risks are identified and clearly explained.
Hazards/Risks and its corresponding indicators are identified in with the
company procedures.
Contingency measures are recognized and established in accordance with
organizational procedures.
3.
CONTENTS:
1.
2.
3.
4.
Hazards and risks identification and control
Organizational safety and health protocol
Threshold limit value (TLV)
OHS indicators
CONDITIONS:
The students/ trainees must be provided with the following:
1.
2.
3.
4.
5.
Workplace
PPE
Learning Guides
Hand-outs
• Organizational Safety and Health Protocol
• OHS Indicators
• Threshold Limit Value
• Hazards/Risk Identification and Control
CD’s, VHS tapes, transparencies
METHODOLOGIES:
1.
2.
3.
4.
Interactive -lecture
Simulation
Symposium
Group Dynamics
ASSESSMENT METHOD:
1.
2.
3.
4.
Situation Analysis
Interview
Practical Exam
Written Exam
LO 2. EVALUATE HAZARDS AND RISKS
ASSESSMENT CRITERIA:
1.
Terms of maximum tolerable limits are identified based on threshold limit
values (TLV)
Effects of hazards are determined.
OHS issues and concerns are identified in accordance with workplace
requirements and relevant workplace OHS legislation.
2.
3.
CONTENTS:
1.
2.
3.
4.
5.
TLV table
Phil OHS Standards
Effects of hazards in the workplace
Ergonomics
EGG Regulations
CONDITIONS:
The students/trainees must be provided with the following:
1.
2.
3.
Hand outs on
• Phil. OHS Standards
• Effects of hazards in the workplace
• Ergonomics
• EGG regulations
TLV Table
CD’s, VHS tapes, transparencies
METHODOLOGIES:
1.
2.
3.
4.
5.
Interactive -lecture
Situation Analysis
Symposium
Film viewing
Group Dynamics
ASSESSMENT METHOD:
1.
2.
3.
Interview
Written Exam
Simulation
LO 3. CONTROL HAZARDS AND RISKS
ASSESSMENT CRITERIA:
1.
2.
3.
4.
OHS procedures for controlling hazards and risk are strictly followed.
Procedures in dealing with workplace accidents, fire and emergencies are followed
in accordance with the organization’s OHS policies.
Personal protective equipment is correctly used in accordance with organization’s
OHS procedures and practices.
Procedures in providing appropriate assistance in the event of workplace
emergencies are identified in line with the established organizational protocol.
CONTENTS:
1.
2.
Safety Regulations
Clean Air Act
Electrical and Fire Safety Code
Waste management
Disaster Preparedness and Management
Contingency Measures and Procedures
CONDITIONS:
The students/trainees must be provided with the following
1.
2.
3.
4.
Hand outs on
Safety Regulations
- Clean Air Act
- Electrical and Fire Safety Code
- Waste management
- Disaster Preparedness and Management
Contingency Measures and Procedures
OHS Personal Records
PPE
CD’s, VHS tapes, transparencies
METHODOLOGIES:
1.
2.
3.
4.
5.
Interactive -lecture
Symposium
Film Viewing
Group Dynamics
Self pace
ASSESSMENT METHOD:
1.
2.
3.
4.
Written
Interview
Case/Situation Analysis
Simulation
LO 4. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS
ASSESSMENT CRITERIA:
1.
2.
3.
Procedures in emergency related drill are strictly followed in line with the
established organization guidelines and procedures.
OHS personal records are filled up in accordance with workplace
requirements.
PPE are maintained in line with organization guidelines and procedures.
CONTENTS:
1.
2.
Operational health and safety procedure, practices and regulations
Emergency-related drills and training
CONDITIONS:
The students/trainees must be provided with the following:
1.
2.
3.
4.
5.
Workplace
PPE
OHS personal records
CD’s, VHS tapes, transparencies
Health record
METHODOLOGIES:
1.
2.
3.
4.
5.
Interactive -lecture
Simulation
Symposium
Film Viewing
Group Dynamics
ASSESSMENT METHOD:
1.
2.
3.
4.
Demonstration
Interview
Written Exam
Portfolio Assessment
COMMON COMPETENCY
:
DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
MODULE TITLE
:
DEVELOPING AND UPDATE INDUSTRY
KNOWLEDGE
MODULE DESCRIPTOR
:
This module covers the knowledge, skills and attitudes
required to access, increase and update industry
knowledge.
NOMINAL DURATION
:
5 Hrs.
CERTIFICATE LEVEL
:
NC II
PRE-REQUISITE
:
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module, the trainees/students should be able to:
LO 1.
identify and access key resources of information on the industry
LO 2.
access , apply and share industry information
LO 3
update continuously relevant industry knowledge
LO 1
Identify and access key resources of information on the industry
ASSESSMENT CRITERIA:
1. Sources of information on the industry are correctly identified and accessed
2. Specific information on sector of work is accessed and updated
CONTENTS:
1. Information sources
 media
 reference book
 libraries
 union
 industry association
 internet
 personal observation
CONDITIONS:
1.
2.
3.
4.
5.
Proper hygiene procedure manuals
internet
personal computer
reference book
industry journals
METHODOLOGY:
1.
2.
3.
4.
Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS
1. Written/Oral examination
2. Practical demonstration
LO 2.
Access, apply and share industry information
ASSESSMENT CRITERIA:
Sources of information on the industry are accessed and applied
Industry information is correctly applied to day-to-day activity
Information to assist effective work performance is obtained
CONTENTS:
Trade unions environmental issues and requirements
Industrial relations issues and major organization
Career opportunities
Work ethic required to work in the industry
Quality assurance
CONDITIONS:
Industry journals/manuals
internet
personal computer
reference book
METHODOLOGY:
1.
2.
3.
4.
Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS
1. Written/Oral examination
2. Practical demonstration
LO 3
Update continuously relevant industry knowledge
ASSESSMENT CRITERIA:
1. Updated knowledge is shared with customer and colleagues
2. Formal and informal research is use to update general knowledge of the
industry
CONTENTS:
1. Information sources
 media
 libraries/reference book
 union/industry association
 internet
2. Legislation that affects the industry
CONDITIONS:
1. internet
2. personal computer
3. reference book
METHODOLOGY:
1.
2.
3.
4.
Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS
1. Written/Oral examination
2. Practical demonstration
COMMON COMPETENCY
:
OBSERVE WORKPLACE HYGIENE PROCEDURES
MODULE TITLE
:
OBSERVING WORKPLACE HYGIENE PROCEDURES
MODULE DESCRIPTOR
:
This module covers the knowledge, skills and attitudes
In observing workplace hygiene procedures.
NOMINAL DURATION
:
5 Hrs.
CERTIFICATE LEVEL
:
PRE-REQUISITE
:
NC II
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module, the trainees/students should be able to:
LO 1 Practice personal grooming and hygiene
LO 2 Practice safe and hygienic handling, storage and disposal of food, beverage, and
materials
LO 3 identify and respond to hygienic risk
LO 4 Cleaning and disinfectant
LO 1
Practice personal grooming and hygiene
ASSESSMENT CRITERIA:
1. Proper hygiene procedures are followed
2. Personal grooming and hygiene are practice regularly
CONTENTS:
1. Hygiene procedures
 Proper hand washing
 Regular bathing
 Appropriate and clean clothing
 Cleaning and sanitizing procedures
 Personal hygiene
CONDITIONS:
1.
2.
3.
4.
Proper hygiene procedure manuals
Soap
Sanitizer
Hygiene products
METHODOLOGY:
1.
2.
3.
4.
Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS
1. Written/Oral examination
2. Practical demonstration
LO 2 Practice safe and hygienic handling, storage and disposal of food, beverage,
and materials
ASSESSMENT CRITERIA:
1.
2.
3.
4.
Proper handling, storage and disposal of food, beverage, and
materials are followed
Proper disposal of waste are hygienically practice regularly
Proper cleaning procedures
CONTENTS:
1. Hygiene procedures
 Proper food handling and storage
 Correct work practices
 Proper waste disposal
 Personal hygiene
 Pest control
 Principles of HACCP
CONDITIONS:
1.
2.
3.
4.
5.
Proper hygiene procedure manuals
Soap
Sanitizer
Hygiene products
Proper food handling and storage manual
METHODOLOGY:
1.
2.
3.
4.
Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS
1. Written/Oral examination
2. Practical demonstration
LO 3
Identify and respond to hygienic risk
ASSESSMENT CRITERIA:
1. Potential hygiene risks are identified
2. Action to minimize and remove hygiene risk are taken
3. Hygiene risk beyond the control of individual are reported to proper authority
CONTENTS:
1. Types of hygiene risks
 Bacteria and contamination
 Inappropriate food handling
 Poor work practices
 Cross contamination
 Disposal of garbage or potentially contaminated waste
CONDITIONS:
1.
2.
3.
4.
Proper hygiene procedure manuals
Soap
Sanitizer
Hygiene products
METHODOLOGY:
1.
2.
3.
4.
Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS
1.
2.
Written/Oral examination
Practical demonstration
LO 4
Cleaning and disinfectant
ASSESSMENT CRITERIA:
1. Proper use of cleaning materials are identified
2. Proper cleaning procedures are followed
3. Proper disinfectants are used
CONTENTS:
1. Different cleaning materials
2. Cleaning procedures
3. Cleaning Guidelines
CONDITIONS:
1.
2.
3.
4.
Proper hygiene procedure manuals
Soap
Sanitizer
Hygiene products
METHODOLOGY:
1.
2.
3.
4.
Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS
1. Written/Oral examination
2. Practical demonstration
COMMON COMPETENCY
:
PERFORM COMPUTER OPERATIONS
MODULE TITLE
:
Performing Computer Operations
MODULE DESCRIPTION
:
This module covers the knowledge, skills and attitudes
needed to perform computer operations. This includes in
putting, accessing, producing and transferring data using
appropriate hardware and software.
:
SUGGESTED DURATION
LEVEL OF
QUALIFICATION
PREREQUISITE
40 hrs
:
NC II
:
SUMMARY OF LEARNING OUTCOMES:
At the completion of the module the trainees/students should be able to:
LO 1. Plan and prepare the task to be undertaken
LO 2
Input data into the computer
LO3. Access information using computer
LO 4. Produce output data using computer system
LO 5. Maintain computer equipment and system
LO 1 Plan and prepare the task to be undertaken
ASSESSMENT CRITERIA:
1. Requirements of the task undertaken are determine and properly understood
2. Appropriate hardware and software is selected in accordance with the task
assigned and required outcome
3. Planned tasked conformed with the OHS guidelines and procedures
CONTENTS:
1.
2.
3.
4.
5.
6.
7.
Types of computers and basic features of different operating systems
Plain parts of a computer
Storage devices and basic categories of memory
Types of software
Computer capacity
OHS Guidelines
Computer Capacity
CONDITION:
The trainees/students must be provided with the following:
Equipment and Accessories
personal computer
network system
communication equipment
printer
scanner
keyboard
mouse
Supplies and Materials
office supplies
diskettes
CDs
Zip disks
Tools
Set of screw driver
Learning Materials
Learning elements/activity sheets
Manufacturer’s manual
LO 2 Input data into the computer
ASSESSMENT CRITERIA:
1. Entered data into the computer using appropriate program/application is in
accordance with company procedures
2. Accuracy of information is checked in accordance with the standard operating
procedures
3. Information is saved in accordance with the standard operating procedures
4. Inputted data that are stored in the storage media are in accordance with the
requirements
5. Work is performed within the ergonomic guidelines
CONTENTS:
Standard operating procedures in entering and saving data into the computer
Storage media
Ergonomic guidelines
CONDITION:
The trainees/students must be provided with the following:
Equipment and Accessories
personal computer
network system
communication equipment
printer
scanner
keyboard
mouse
Supplies and Materials
office supplies
diskettes
CDs
Zip disks
Tools
Set of screw driver
Learning Materials
Learning elements/activity sheets
Manufacturer’s manual
LO 3 Access information using computer
ASSESSMENT CRITERIA:
1.
2.
3.
4.
Correct program/application is selected based on job requirements
Program/application containing the information required is accessed in
accordance with the company procedures
Desktop icons are correctly selected, opened and closed for navigation
purposes.
Keyboard techniques is carried out in line with OHS requirements for safe use
of keyboards
CONTENTS:
1.
2.
3.
Procedures/Techniques in Accessing Information
Desktop Icons
Keyboard Techniques Based on OHS Requirements
CONDITION:
The trainees/students must be provided with the following:
Equipment and Accessories
personal computer
network system
communication equipment
printer
scanner
keyboard
mouse
Supplies and Materials
office supplies
diskettes
CDs
Zip disks
Tools
Set of screw driver
Learning Materials
Learning elements/activity sheets
Manufacturer’s manual
LO 4 Produce output data using communication system
ASSESSMENT CRITERIA:
1. Entered data is processed using appropriate software commands
2. Printed out data as required using computer hardware/peripheral devices is in
accordance with standard operating procedures
3. Transferred files/data between compatible systems using computer software,
hardware/peripheral devises is in accordance with standard operating
procedures
CONTENTS:
5. Software Commands
6. Operation and Use of Peripheral Devices
7. Procedures in Transferring Files/Data
CONDITION:
The trainees/students must be provided with the following:
Equipment and Accessories
personal computer
network system
communication equipment
printer
scanner
keyboard
mouse
Supplies and Materials
office supplies
diskettes
CDs
Zip disks
Tools
Set of screw driver
Learning Materials
Learning elements/activity sheets
Manufacturer’s manual
LO 5 Maintain computer equipment and systems
ASSESSMENT CRITERIA:
1. Cleaning, minor maintenance and replacement of consumables are
implemented in accordance with standard operating procedures
2. Procedures for ensuring security of data including regular back-ups and virus
checks are implemented in accordance with standard operating procedures
3. Basic file maintenance procedures are implemented in line with the standard
operating procedures
CONTENTS:
1.
2.
3.
4.
5.
6.
Cleaning, Minor Maintenance and Replacements of Consumables
Creating More Space in the Hard Disk
Reviewing Programs
Deleting Unwanted Files
Checking Hard Disk for Errors
Viruses and Up to Date Anti-Virus Programs
CONDITION:
The trainees/students must be provided with the following:
Equipment and Accessories
personal computer
network system
communication equipment
printer
scanner
keyboard
mouse
Supplies and Materials
office supplies
diskettes
CDs
Zip disks
Tools
Set of screw driver
Learning Materials
Learning elements/activity sheets
Manufacturer’s manual
COMMON COMPETENCY
:
PERFORM WORKPLACE SAFETY PRACTICES
MODULE TITLE
:
PERFORMING WORKPLACE SAFETY PRACTICES
MODULE DESCRIPTOR
:
This module covers the knowledge, skills and attitudes in
following health, safety and security practices. It includes
dealing
with
emergency
situations
and
maintaining safe personal standard.
NOMINAL DURATION
:
5 Hrs.
CERTIFICATE LEVEL
:
NC II
PRE-REQUISITE
:
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module, the trainees/students should be able to:
LO 1.
Practice workplace safety, security and hygiene systems, processes and
operation
LO 2.
Responds appropriately to faults, problems and emergency situations
LO 3.
5’s in workplace
LO 4.
Environmental protection awareness
LO 1. Practice workplace safety, security and hygiene systems, processes and
operation
ASSESSMENT CRITERIA:
1. Correct healthy, safety and security procedures are complied in line with the
legislation and regulation
2. Correct health, safety and security procedures are followed.
3. Breaches of health, safety and security procedures are identified.
CONTENTS:
1.
2.
Health, safety and security procedures
Breaches procedures
CONDITIONS:
1.
2.
3.
Manuals
Handbook safety and security
Report (sample)
METHODOLOGY:
1.
2.
3.
4.
Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS
Written/Oral examination
Practical demonstration
LO 2 Responds appropriately to faults, problems and emergency situations
.
ASSESSMENT CRITERIA:
1. Emergency and potential emergency are recognized and appropriate action
are taken
2. Emergency procedures are followed in line with enterprise procedures
3. Assistance is sought from colleagues to resolve or respond to emergency
situation
4. Safe personal presentation standard are identified and followed
CONTENTS:
1. Emergency procedure
Personal injuries
Fire
Electrocution
Natural calamity
Criminal acts
2. Safe personal presentation standard
CONDITIONS:
1.
2.
3.
4.
Emergency procedure manuals
Handbook safety and security
Report
Emergency drills – instruction/guidelines
METHODOLOGY:
1.
2.
3.
4.
Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS
1. Written/Oral examination
2. Practical demonstration
3. Observation
LO 3.
5’s in workplace
ASSESSMENT CRITERIA:
1.
2.
3.
4.
Follow the principles of FI-FO
Set aside everything in its proper place
Proper labeling of cabinets/shelves
Sweep floor and dust furniture and fixtures
CONTENTS:
1.
5’s Principles
CONDITIONS:
1.
2.
3.
4.
5.
soft brooms
duster
organizers
labeling materials
markers
METHODOLOGY:
1.
2.
3.
4.
Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS
1.
2.
3.
Written/Oral examination
Practical demonstration
Observation
LO 4
Environmental protection awareness
ASSESSMENT CRITERIA:
1.
2.
3.
4.
5.
Segregates wastes
Identify bio-degradable from non-bio-degradable
Empties trash regularly
Use environmental friendly materials in waste disposal
Proper waste disposal
CONTENTS:
1. Waste management
2. Pollution control
3. Effect of pollution
4. Types of pollutants
CONDITIONS: Students must be provided with the following
1.
2.
3.
4.
Modules
Reference book
Guidelines on waste disposal
Flyers/brochures
METHODOLOGY:
1.
2.
3.
4.
Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS
1.
2.
3.
Written/Oral examination
Practical demonstration
Observation
COMMON COMPETENCY
:
PROVIDE EFFECTIVE CUSTOMER SERVICE
MODULE TITLE
:
Providing Effective Customer Service
MODULE DESCRIPTOR
:
This module covers the knowledge, skills and attitude in
NOMINAL DURATION
:
24 hrs.
CERTIFICATE LEVEL
:
PREREQUISITE
:
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module, the trainee/student must be able to:
LO 1 Apply effective verbal and non-verbal communication skills to respond to
customer needs
LO 2 Provide prompt and quality service to customer
LO 3 Handle queries through telephone, fax machine, internet and e-mail
LO 4 Handle customer complaints, evaluation and recommendations
LO 1 Apply effective verbal and non-verbal communication skills to respond to
customer needs
ASSESSMENT CRITERIA:
1. Standard Operating Procedures (SOP) when greeting the guest were followed
2. Information were properly disseminated
3. Use interactive communication with others
CONTENTS:
1.
2.
3.
4.
5.
Personality development and public relations
Basic oral communication/ writing memos and letters
Preparing job documentation
Following instructions
Filling-out forms
CONDITIONS: Students/Trainees must be provided with the following:
Tools
Recorder
Microphone
Full-body mirror
Company dress
Equipment
Video Camera recorder
Television
VHS/DVD Player
Methodology :
Modular (self-pace learning)
Electronic Learning
Industry Immersion
Demonstration
Film-viewing
Assessment Method:
Interview (oral/questionnaire)
Observation
Demonstration of Practical Skills
Materials
V8 tape
CD
Make=up kit
References:
Books, brochures,
manuals
LO 2 Provide prompt and quality service to customer
ASSESSMENT CRITERIA:
1. Customer needs were assessed according to relationships between food and
religion, gender, folkways, mores and life-cycle
2. Communication standards in customer service were followed
3. Identified opportunities to enhance the quality of services and products were
implemented
4. Time management
CONTENTS:
1. Food and culture
2. Exploration of food trends
- Past, present and future trend
3. Communication standards in customer service
CONDITIONS: Students/Trainees must be provided with the following:
Tools
Recorder
Microphone
Full-body mirror
Company dress
Equipment
Video Camera recorder
Television
VHS/DVD Player
Methodology :
1.
2.
3.
4.
5.
Modular (self-pace learning)
Electronic Learning
Industry Immersion
Demonstration
Film-viewing
Assessment Method:
1. Interview (oral/questionnaire)
2. Observation
3. Demonstration of Practical Skills
Materials
V8 tape
CD
Make=up kit
References:
Books, brochures,
manuals
LO 3
Handle queries through telephone, fax machine, internet and e-mail
ASSESSMENT CRITERIA:
1. Applied telephone ethics
2. Applied correct procedure in using telephone, fax machine and internet
3. Daily report is accomplished according to company rules and regulations
CONTENTS:
1. Uses of telephone, fax machine, internet and e-mail
2. Telephone and electronic mail ethics
3. Procedures in handling queries
CONDITIONS: Students/Trainees must be provided with the following:
Tools
Recorder
Microphone
Full-body mirror
Company dress
Equipment
Video Camera recorder
Television
VHS/DVD Player
Fax machine
Computer with printer
and internet connection
Methodology :
1.
2.
3.
4.
5.
Modular (self-pace learning)
Electronic Learning
Industry Immersion
Demonstration
Film-viewing
Assessment Method:
1. Interview (oral/questionnaire)
2. Observation
3. Demonstration of Practical Skills
Materials
V8 tape
CD
Make=up kit
References:
Books, brochures,
manuals
LO 4
Handle customer complaints, evaluation and recommendations
ASSESSMENT CRITERIA:
1.
2.
3.
4.
Interview skills
Skills in handling customer complaints
Guidelines in handling complaints were identified
Complaints were evaluated and resolved based on its nature, details and
degree of liability
CONTENTS:
1. Guidelines in handling complaints
2. Procedures in responding and resolving complaints
CONDITIONS: Students/Trainees must be provided with the following:
Tools
Recorder
Microphone
Full-body mirror
Company dress
Equipment
Video Camera recorder
Television
VHS/DVD Player
Fax machine
Computer with printer
and internet connection
Methodology :
1.
2.
3.
4.
5.
Modular (self-pace learning)
Electronic Learning
Industry Immersion
Demonstration
Film-viewing
Assessment Method:
1. Interview (oral/questionnaire)
2. Observation
3. Demonstration of Practical Skills
Materials
V8 tape
CD
Make=up kit
References:
Books, brochures,
manuals
UNIT OF COMPETENCY :
PROVIDE HOUSEKEEPING SERVICES TO GUEST
MODULE TITLE
PROVIDING HOUSEKEEPING SERVICES TO GUEST
:
MODULE DESCRIPTOR :
This module covers the knowledge, skills and attitude in
providing general housekeeping services to guest.
NOMINAL DURATION
:
CERTIFICATE LEVEL
:
PRE-REQUISITE
:
NATIONAL CERTIFICATE LEVEL II
SUMAMRY OF LEARNING OUTCOMES:
Upon completion of this module, the trainee/ student must be able to:
LO 1. Identify and perform different housekeeping services
LO 2. Handle housekeeping requests
LO 3. Advice guests on room and housekeeping equipment
LO 1. IDENTIFY AND PERFORM DIFFERENT HOUSEKEEPING SERVICES
ASSESSMENT CRITERIA:
1. Guest arrival list and guest history are reviewed based on guest folio.
2. Guest is greeted and acknowledged by use of name whenever possible.
3. Upselling and selling techniques are prepared in accordance with industry policy
and procedure
4. Guests are courteously advised on correct usage of equipment
5. Malfunctions are promptly reported in accordance with Standard Operating
Procedures, and where possible, alternative arrangements are made to meet guest
needs.
6. A collection time for requested equipment is agreed upon where appropriate.
7. Coordination with other department is done in accordance with hotel’s
organizational structure and its function.
8. Guest requests are noted and coordinated with other department concerned
CONTENT:
1. Hotel codes and regulations
2. Interpersonal skills: Communication and listening Skills
3. Upselling and selling techniques
4. Basic operational skills on facilities and equipment
5. Personal hygiene
6. Hotel organization structure: departments and its functions “Rank and File”
7. Preparing requisitions for maintenance services
CONDITIONS:
Student/ trainee must be provided with the following:
Tools
Tapes
Brochures/ manuals
Guest folio, guest list
caution signs
Equipment
Telephone
Computer
Shower (with hot and cold)
refrigerator
electric fan
air conditioning unit
shelves
alarm clock
television and video player
Materials/ Supplies
Pen and paper
Housekeeping/ FO forms
operating manuals
room supplies and amenities
METHODOLOLGY:






Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion




Interview (oral/ questionnaire)
Observation
Demonstration of Practical Skills
Written examination
ASSESSMENT METHOD:
LO 2. HANDLE HOUSEKEEPING REQUESTS
ASSESSMENT CRITERIA:
1. Requests are handles in a polite and friendly manner in accordance with the
establishment’s customer service standards and security procedures.
2. Guest is acknowledged by use of name whenever possible
3. Details of requests made are confirmed and noted in accordance with industry
procedures
4. Appropriate apologies are made when requests has arisen from breakdown in room
service
5. Timeliness fro meting requests are agreed upon with guests
6. Requested items are promptly located and delivered within agreed timeframes.
7. Items for pick-up are collected within agreed timeframes
CONTENTS:
1. Housekeeping and Front Office forms
2. Codes and regulations
3. Handle queries through telephone, fax machine, internet and e-mail
4. Interpersonal skills: Communication and listening skills
5. Upselling and selling techniques
CONDITIONS:
Student/ trainee must be provided with the following:
Tools
brooms
squeegees
dust pans
rugs for various purposes
toilet bowl brush
toilet pump
gloves
mop squeezer
step ladder
buckets
sorting baskets
brushes
Equipment
Telephone
Computer
guest room (complete and
operational laboratory)
refrigerator
electric fan
air conditioning unit
shelves
alarm clock
television and video player
vacuum cleaners
carpet sweeper
baby’s crib
roll-away beds/ cots
caddy/ trolley
Materials/ Supplies
Pen and paper
Housekeeping/ FO forms
operating manuals
room supplies and amenities
brochures and rates
cleaning chemicals
first aid kit
METHODOLOGY:






Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion




Interview (oral/ questionnaire)
Observation
Demonstration of Practical Skills
Written examination
ASSESSMENT METHOD:
UNIT OF COMPETENCY :
PREPARE ROOMS FOR GUESTS
MODULE TITLE
PREPARING ROOMS FOR GUESTS
:
MODULE DESCRIPTION :
This module deals with the knowledge and skills
required in cleaning and preparing room for guests
according to industry standards.
NOMINAL DURATION
:
CERTIFICATE LEVEL
:
PRE-REQUISITE
:
NATIONAL CERTIFICATE LEVEL II
SUMMARY OF LEARNING OUTCOMES:
LO 1. Set-up equipment and trolleys
LO 2. Access rooms for servicing
LO 3. Make –up beds
LO 4. Clean and clear rooms
LO 5. Clean and store trolleys and equipment
LO 1. SET-UP EQUIPMENT AND TROLLEYS
ASSESSMENT CRITERIA:
1. Cleaning supplies and equipment required for servicing rooms are correctly
selected and prepared for use
2. Supplies for trolleys are accurately identified and selected or ordered in sufficient
numbers in accordance with establishment procedures.
3. Trolleys safely loaded with adequate supplies in accordance with establishment
procedures.
CONTENTS:
1. Types and uses of cleaning equipment
2. Types cleaning materials and supplies and their uses
3. Classification of cleaning tools, equipment and materials according to their uses
and care
4. Setting-up of trolley/ caddy with cleaning materials according to needs and
establishment standards.
5. Safety measures in handling different cleaning equipment and chemicals
6. Safe keeping practices
7. Safety hazards and precautions
CONDITION:
Student/ trainee must be provided with the following:
Tools
brooms
squeegees
dust pans
rugs for various purposes
toilet bowl brush
toilet pump
rubber gloves
mop squeezer
step ladder
buckets
sorting baskets
brushes
dish sponge
spray bottles
cob web removers
apron
water hose
Equipment
Telephone
Computer
guest room (complete and
operational laboratory)
refrigerator
electric fan
air conditioning unit
shelves
alarm clock
television and video player
vacuum cleaners
carpet sweeper
baby’s crib
roll-away beds/ cots
caddy/ trolley
sofa
tables
cabinets
floor polisher
Materials/ Supplies
Pen and paper
Housekeeping/ FO forms
operating manuals
room supplies and amenities
brochures and rates
cleaning chemicals
first aid kit
water
detergents
drop sheets/ rubber mats
sanitizing agents
small towels
garbage bags
air freshener
disinfectants
lint free clothes
solvents
scouring pads
METHODOLOGY:






Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion




Interview (oral/ questionnaire)
Observation
Demonstration of Practical Skills
Written examination
ASSESSMENT METHOD:
LO 2. ACCESS ROOMS FOR SERVICING
ASSESSMENT CRITERIA:
1. Rooms requiring service are correctly identified based on information supplied to
housekeeping staff.
2. Rooms are accessed in accordance with the establishment’s customer service and
security procedures.
CONTENTS:
1. Codes and regulation
2. Basic phraseologies in housekeeping
3. Housekeeping reports, checklists and forms
CONDITION:
Student/ trainee must be provided with the following:
Tools
Housekeeping reports and
endorsements
Equipment
Telephone
Materials/ Supplies
Pen and paper
Computer
Housekeeping/ FO forms
brochures/ rates
Standard room amenities
METHODOLOGY:






Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion




Interview (oral/ questionnaire)
Observation
Demonstration of Practical Skills
Written examination
ASSESSMENT METHOD:
LO 3. MAKE UP BEDS
ASSESSMENT CRITERIA:
1. Beds and matrices are stripped, pillows and linen are checked for stains and
damage and rooms are checked whether guests left any valuables.
2. Items with stains are immediately segregated and forwarded to the laundry
department
3. Bed linens are replaced in accordance with establishment standards and
procedures.
CONTENTS:
1. Types and sizes of linens, pillows and bed sheets
2. Procedures in making up beds and cots
3. Color harmony
CONDITION:
Student/ trainee must be provided with the following:
Tools
lamp shade
pillows
pillow cases
bed sheets
trash can/ garbage bin
blankets
mirror
bed cover
Equipment
bed
dresser
table
chair
Materials/ Supplies
tissue
trash bin /garbage
linens
METHODOLOGY:






Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion




Interview (oral/ questionnaire)
Observation
Demonstration of Practical Skills
Written examination
ASSESSMENT METHOD:
LO 4. CLEAN AND CLEAR ROOMS
ASSESSMENT CRITERIA:
1. Rooms are cleaned in correct order and with minimum disruption to guests
2. All furniture, fixtures and fittings are cleaned and checked in accordance with
establishment procedures and hygiene/ safety guidelines
3. All items are reset in accordance with establishment standards
4. Room supplies are checked, replenished or replaced in accordance with
establishment standards
5. Pests are promptly identified and appropriate action is taken in accordance with
safety and establishment standards
6. Rooms are checked for any defects, and these are accurately reported in
accordance with establishment procedures.
7. Damaged items are recorded in accordance with establishment procedures
8. Any unusual or suspicious person, item or occurrence is promptly reported in
accordance with establishment procedures.
9. Guest’s belongings left in vacated rooms are collected and stored in accordance
with lost and found establishment procedures
CONTENTS:
1. Materials, tools, chemical agents and equipment needed in cleaning guest room
2. Procedures on cleaning guest room
a. occupied/vacant
b. ceilings and floorings
c. lanai area
d. furniture and fixtures
e. bed
3. Procedures in cleaning furniture and fixtures
4. Procedures in cleaning bathroom and toilet
5. Identifying pests and applying proper control
6. Procedures in mixing sanitizing agents
7. Sanitizing rooms and bathrooms
8. Replenishing room and bathroom supplies and amenities
9. Safety measures in cleaning
10. Home management practices
11. Cleaning motion in guest room
CONDITIONS:
Student/ trainee must be provided with the following:
Tools
brooms
squeegees
dust pans
rugs for various purposes
toilet bowl brush
toilet pump
rubber gloves
mop squeezer
step ladder
buckets
sorting baskets
brushes
dish sponge
spray bottles
cob web removers
apron
water hose
damp cloth
Equipment
Telephone
Computer
guest room (complete and
operational laboratory)
refrigerator
electric fan
air conditioning unit
shelves
alarm clock
television and video player
vacuum cleaners
carpet sweeper
baby’s crib
roll-away beds/ cots
caddy/ trolley
sofa
tables
cabinets
floor polisher
Materials/ Supplies
Pen and paper
Housekeeping/ FO forms
operating manuals
room supplies and amenities
brochures and rates
cleaning chemicals
first aid kit
water
detergents
drop sheets/ rubber mats
sanitizing agents
small towels
garbage bags
air freshener
disinfectants
lint free clothes
solvents
scouring pads
insecticide/ pesticide
METHODOLOGY:






Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion




Interview (oral/ questionnaire)
Observation
Demonstration of Practical Skills
Written examination
ASSESSMENT METHOD:
LO 5. CLEAN AND STORE TROLLEYS AND EQUIPMENT
ASSESSMENT CRITERIA:
1. Trolleys and equipment are cleaned after use in accordance with establishment
procedures
2. All items are correctly stored in accordance with establishment procedures
3. Supplies and items are checked and replenished or re-ordered in accordance with
establishment procedures.
CONTENTS:
1. Types of cleaning materials and equipment
2. Cleaning and keeping cleaning materials and equipment according to
manufacturer’s operating procedures and establishment standards.
3. Safe keeping practices in accordance with establishment standards.
CONDITION:
Student/ trainee must be provided with the following:
Tools
brooms
squeegees
dust pans
rugs for various purposes
toilet bowl brush
toilet pump
rubber gloves
mop squeezer
step ladder
buckets
sorting baskets
brushes
dish sponge
spray bottles
cob web removers
apron
water hose
damp cloth
Equipment
Telephone
Computer
guest room (complete and
operational laboratory)
refrigerator
electric fan
air conditioning unit
shelves
alarm clock
television and video player
vacuum cleaners
carpet sweeper
baby’s crib
roll-away beds/ cots
caddy/ trolley
sofa
tables
cabinets
floor polisher
Materials/ Supplies
Pen and paper
Housekeeping/ FO forms
operating manuals
room supplies and amenities
brochures and rates
cleaning chemicals
first aid kit
water
detergents
drop sheets/ rubber mats
sanitizing agents
small towels
garbage bags
air freshener
disinfectants
lint free clothes
solvents
scouring pads
insecticide/ pesticide
METHODOLOGY:






Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion




Interview (oral/ questionnaire)
Observation
Demonstration of Practical Skills
Written examination
ASSESSMENT METHOD:
UNIT OF COMPETENCY :
PROVIDE VALET SERVICE
MODULE TITLE
PROVIDING VALET SERVICE
:
MODULE DESCRIPTOR :
This module covers the basic knowledge, skills and attitude
required for valet service providers in a commercial
accommodation establishment. Experienced staff members
with sound organization and interpersonal skills generally
undertake this role.
PRE- REQUISITE
:
SUMMARY OF LEARNING OUTCOMES:
LO 1. Identify Valet services
LO 2. Perform proper coordination to ensure optimum privacy, security and confidentiality
of all guests.
LO 3. Display professional valet standards
LO 4. Ensure proper handling of guest’s property.
LO 1. IDENTIFY VALET SERVICES
ASSESSMENT CRITERIA:
1. Identify services required or preferred by guests in accordance with establishment
procedures.
2. Establishes rapport and goodwill with guests through oral/ written communication.
CONTENTS:
1. Basic roles of valet service within Philippine hospitality industry.
2. Building guest rapport through oral and written communication
3. Procedures in performing valet services:
a. Picking- up laundry
b. Checking laundry for possible damages
c. Sorting, endorsing and delivery of laundry
4. Procedures in keeping laundry area clean in accordance with establishment
standards.
CONDITION:
Student/ trainee must be provided with the following:
Tools
Caddy/ trolley
laundry basket
labeler
Equipment
luggage carrier
sorting shelves
Materials/ Supplies
pen and paper
tags
housekeeping forms
METHODOLOGY:







Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing





Observation
Interview
Written examination
Demonstration of practical skills
Third party report
ASSESSMENT METHODS:
LO 2. PERFORM PROPER COORDINATION TO ENSURE OPTIMUM PRIVACY,
SECURITY AND CONFIDENTIALITY OF ALL GUESTS
ASSESSMENT CRITERIA:
1. Coordinate with rooms keeping supervisor for the delivery of processed items in
accordance with establishment Standard Operating Procedures.
2. Coordinate with Front Office/ Housekeeping in accordance with Standard Operating
Procedures.
3. Inform laundry office of his whereabouts in case of need for his service.
4. Coordinate with sorter/ marker about special instructions of guest.
5. Checking laundry items for damages and inform guest immediately if there are.
CONTENTS:
1. Organizational chart of the housekeeping department
2. Prepare reports and endorsements of valet service provider
3. Procedure of sorting and marking of laundry items.
4. Checking laundry condition
5. Delivery of laundry and luggage to guest room.
CONDITION:
Student/ trainee must be provided with the following:
Tools
Caddy/ trolley
laundry basket
labeler
Equipment
luggage carrier
sorting shelves
washing machine
drying machine
dry-washing equipment
METHODOLOGY:







Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
Materials/ Supplies
pen and paper
tags
housekeeping forms
organizational chart
laundry supplies
laundry items
laundry report forms
ASSESSMENT METHODS:





Observation
Interview
Written examination
Demonstration of practical skills
Third party report
LO 3. DISPLAY PROFESSIONAL VALET STANDARDS
ASSESSMENT CRITERIA:
1. Rapport is established and feeling s of goodwill are enhanced between the guest
and the establishment through good oral and written communication.
2. Information about individual guest is accessed and utilized to provide personalized
and quality service.
3. Valet grooming and communication standards are followed in accordance with
establishment standards.
CONTENTS:
1. Basic contact lists and details, and basic customer preference profiles.
2. Communication phrases of valet service provider with guest in accordance with
establishment standards
3. Personality development: Grooming and personal hygiene
CONDITIONS:
Student/ trainee must be provided with the following:

Records/ profiles of guests







Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing





Observation
Interview
Written examination
Demonstration of practical skills
Third party report
METHODOLOGY:
ASSESSMENT METHODS:
LO 4. CARE FOR GUEST PROPERTY
ASSESSMENT CRITERIA:
1. Luggage is unpacked, stored and packed neatly in accordance with guest
instructions.
2. Guest clothes are appropriately prepared and presented, ready for guest use.
3. Shoes are correctly cleaned
4. Repairs are made or organized in accordance with establishment procedures.
5. Confidentiality regarding guest property and activities is maintained in accordance
with legal and ethical standards.
CONTENTS:
1. Procedure in unpacking, storing and packing of guest luggage in accordance with
guest instructions.
2. Procedure in pressing and presenting guest’s clothes ready for use.
3. Identify cleaning materials and supplies appropriate for shoes based on material of
shoes.
4. Cleaning and preparing guest’s shoes in accordance with establishment standards
5. Basic darning and mending for clothing and linen and repair of other accessories.
6. Protocols for ensuring optimum privacy and confidentiality for all guests.
CONDITION:
Student/ trainee must be provided with the following:
Tools
shoe brush
cleaning rags
Equipment
luggage carrier
flat iron
steam pressers
ironing board
cabinets
METHODOLOGY:







Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
Materials/ Supplies
cleaning agents
needles and threads
pen and paper
guest folio
ASSESSMENT METHODS:





Observation
Interview
Written examination
Demonstration of practical skills
Third party report
UNIT OF COMPETENCY :
CLEAN PREMISES
MODULE TITLE
CLEANING PREMISES
:
MODULE DESCRIPTOR :
This module covers the knowledge, skills and attitudes
required in cleaning premises of an accommodation industry. It
includes selection and set-up of equipment and materials;
cleaning of both wet and dry areas; and maintenance of
cleaning equipment and materials.
NOMINAL DURATION
:
PRE-REQUISITE
:
SUMMARY OF LEARNING OUTCOMES:
LO 1. Select and use equipment and materials properly for cleaning premises.
LO 2. Comply with occupational; health and safety requirements in preparing dry and wet
cleaning agents and chemicals
LO 3. Identify and explain different cleaning operations, chemicals and treatment of
common hazards in the workplace
LO 4. Dispose garbage and used chemicals properly
LO 5. Clean wet and dry areas according to enterprise procedures
LO 6. Maintain and store cleaning equipment and chemicals
LO 1. SELECT AND USE EQUIPEMNT AND MATERIALS PROPERLY FOR CLEANING
PREMISES
ASSESSMENT CRITERIA:
1. Equipment are selected according to type of cleaning to be undertaken
2. All equipment are checked if clean and in safe working condition prior to use
3. Suitable dry and wet cleaning agents and chemicals are selected and prepared in
accordance with manufacturer’s and relevant occupational health and safety
requirements
4. Protective clothing are selected and used where necessary.
CONTENTS:
1. Common equipment and cleaning chemicals and agents and their usage in
accordance with manufacturer’s instruction
2. Identification and treatment of common hazards in the work area
3. Occupational health and safety requirements
4. Common protective clothing and materials and their appropriate use.
5. Checking safety and working conditions of cleaning equipment in accordance with
manufacturer’s instruction and establishment operating standards.
CONDITON:
Student/ trainee must be provided with the following:
Tools
Waterproof clothing and
footwear
Jackets
Apron
Mops, brooms, brushes
Overalls
Pans
Garbage receptacles
Buckets
Headwear
Equipment
Vacuum cleaners
Polisher/ scrubbers
METHODOLOGY:







Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
Materials/ Supplies
cleaning agents and
chemicals
goggles and masks
dusters
dust pans
garbage bags
ASSESSMENT METHODS:





Observation
Interview
Written examination
Demonstration of practical skills
Third party report
LO 2. COMPLY WITH OCCUPATIONAL HEALTH AND SAFETY REQUIREMENTS I
PREPARING DRY AND WET CLEANING AGENTS AND CHEMICALS
ASSESSMENT CRITERIA:
1. Occupational health and safety requirements are complied with
2. Equipment are checked if clean and in safe working conditions prior to use
3. Appropriate use of protective clothing is observed.
CONTENTS:
1. Policies and procedures related to cleaning operations and disposal of used
chemicals in accordance with establishment operating standards
2. Security procedures of establishment
3. Laws on general workplace safety, hazardous substances and manual handling
and storage requirements
4. Checking safety and working condition of cleaning equipment in accordance with
manufacturer’s instructions and establishment procedures
CONDITIONS:
Student/ trainee must be provided with the following:
Tools
Waterproof clothing and
footwear
Jackets
Apron
Mops, brooms, brushes
Overalls
Pans
Garbage receptacles
Equipment
Vacuum cleaners
Polisher/ scrubbers
Buckets
Headwear
METHODOLOGY:







Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
Materials/ Supplies
cleaning agents and
chemicals
goggles and masks
dusters
dust pans
garbage bags
Mixing formula
Policies and laws on general
workplace safety
ASSESSMENT METHODS:





Observation
Interview
Written examination
Demonstration of practical skills
Third party report
LO 3. IDENTIFY AND EXPLAIN DIFFERENT CLEANING OPERATIONS, CHEMICALS
AND TREATMENT OF COMMON HAZARDS
ASSESSMENT CRITERIA:
1. Possible customer inconvenience is considered when scheduling and performing
cleaning task.
2. Wet and dry areas are prepared to be cleaned and hazards are identified
3. Cleaning agents or chemicals are selected for specific areas in accordance with
manufacturer’s recommendations, safety procedures and establishment policies
and procedures.
4. Equipment is used correctly and safely in accordance with manufacturer’s
recommendations.
CONTENT:
1. Identifying possible inconveniences and hazards at work area.
2. Cleaning task is scheduled and performed in accordance with customer
convenience and establishment policies.
3. Procedure in cleaning operations for specific areas:
- bathrooms
- balconies, private lounge areas, public areas
- kitchen
- function rooms
- storage areas
CONDITION:
Student/ trainee must be provided with the following:
Tools
Waterproof clothing and
footwear
Jackets
Apron
Mops, brooms, brushes
Overalls
Pans
Garbage receptacles
Buckets
Headwear
signs and advisories
Equipment
Vacuum cleaners
Polisher/ scrubbers
Materials/ Supplies
operating manuals and
brochures
goggles and masks
dusters
dust pans
garbage bags
disinfectants
METHODOLOGY:







Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing





Observation
Interview
Written examination
Demonstration of practical skills
Third party report
ASSESSMENT METHODS:
LO 4. DISPOSE GARBAGE AND USED CHEMICALS PROPERLY
ASSESSMENT CRITERIA:
1. Garbage and used chemicals are disposed of in accordance with hygiene, safety
and environmental legislation requirements.
CONTENTS:
1. Proper disposal of used chemicals in accordance with manufacturer’s instructions
and safety and environmental legislation requirements.
2. Procedure in garbage disposal in accordance with establishment standards
CONDITION:
Student/ trainee must be provided with the following:
Tools
garbage receptacles
garbage bin/ trash can
Equipment
Materials/ Supplies
manuals and brochures
garbage bags
safety and environment
legislation policies
METHODOLOGY:







Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing





Observation
Interview
Written examination
Demonstration of practical skills
Third party report
ASSESSMENT METHODS:
LO 5. CLEAN WET AND DRY AREAS
ASSESSMENT CRITERIA:
1. Wet and dry areas cleaned in accordance with establishment standard operating
procedure.
2. Cleaning agents or chemicals are selected and applied for specific areas in
accordance with manufacturer’s recommendations, safety procedures and
establishment policies and procedures.
3. Work area is barricaded or warning signs are placed, as appropriate, to reduce risk to
colleagues and customers
CONTENTS:
1. Procedures in cleaning public bathrooms
2. Procedures in Cleaning public areas (internal and external), private lounge areas
and balconies
3. Procedure in cleaning function rooms
4. Procedure in cleaning kitchen
5. Cleaning storage areas
CONDITION:
Student/ trainee must be provided with the following:
Tools
Waterproof clothing and
footwear
Jackets
Apron
Mops, brooms, brushes
Overalls
Pans
Garbage receptacles
Buckets
Headwear
Signs and advisories
Squeegees
Equipment
Vacuum cleaners
Polisher/ scrubbers
Carpet sweepers
Materials/ Supplies
Operating manuals and
brochures
Goggles and masks
Dusters
Dust pans
Garbage bags
Disinfectants
Cleaning agents
Detergents
Deodorizers
Furniture and fixture
cleaners/ polishers
General spot cleaning agent
Glass cleaners
Deodorizers
METHODOLOGY:







Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing





Observation
Interview
Written examination
Demonstration of practical skills
Third party report
ASSESSMENT METHODS:
LO 6. MAINTAIN AND STORE CLEANING EQUIPMENT AND CHEMICALS
ASSESSMENT CRITERIA:
1. Equipment are cleaned after sue in accordance with enterprise requirements and
manufacturer’s instructions.
2. Routine maintenance is carried out or arranged in accordance with enterprise
procedures
3. Faults are identified and reported in accordance with establishment procedures
4. Equipment are stored in the designated area and in a condition ready for re-use.
5. Chemicals are stored in accordance with health and safety requirements
CONTENTS:
1. Procedure in wiping down and cleaning of cleaning equipment, tools and materials
2. Procedure in washing and rinsing equipment and tools
3. Procedure in drying out and sanitizing cleaning equipment, tools and materials
4. Procedure in dismantling and re-assembling cleaning equipment in accordance
with manufacturer’s instruction.
5. Routine maintenance and preventive maintenance programs in accordance with
safety and security procedures and establishment operations
CONDITION:
Student/ trainee must be provided with the following:
Tools
Waterproof clothing and
footwear
Jackets
Apron
Mops, brooms, brushes
Overalls
Pans
Garbage receptacles
Buckets
Headwear
Signs and advisories
Squeegees
Equipment
Vacuum cleaners
Polisher/ scrubbers
Carpet sweepers
Materials/ Supplies
Operating manuals and
brochures
Goggles and masks
Dusters
Dust pans
Garbage bags
Disinfectants
Cleaning agents
Detergents
Deodorizers
Furniture and fixture
cleaners/ polishers
General spot cleaning agent
Glass cleaners
Deodorizers
METHODOLOGY:







Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing





Observation
Interview
Written examination
Demonstration of practical skills
Third party report
ASSESSMENT METHODS:
UNIT OF COMPETENCY :
LAUNDER LINEN AND GUEST CLOTHES
MODULE TITLE
LAUNDERING LINEN AND GUEST CLOTHES
:
MODULE DESCRIPTOR :
This module covers basic knowledge, skills and attitudes
required in washing and ironing clothes and linen. It includes
checking and sorting; removing stains; preparing washing
equipment and supplies, laundry process and maintenance of
laundry area and equipment.
NOMINAL DURATION
:
PRE-REQUISITE
:
SUMMARY OF LEARNING OUTCOMES:
LO 1. Identify types of fabric and laundry equipment
LO 2. Observe safety practices in handling laundry equipment and chemicals
LO 3. Follow correct procedure in laundering process for guest’s laundry items
LO 4. Package and store laundry items
LO 1. IDENTIFY TYPES OF FABRIC AND LAUNDRY EQUIPMENT
ASSESSMENT CRITERIA:
1. Items are correctly sorted according to the cleaning process required and the
urgency of the item
2. Laundry methods are correctly selected in accordance with textile labeling codes
and based on:
a. type of fabric and fiber
b. dye fastness
c. amount of soilage
d. washing instructions
3. Laundry equipment is properly operated in accordance with manufacturer’s
instructions
CONTENT:
1. Types of fibers and fabrics
2. Laundry terms and standard laundering methods
3. Types and usage of washing equipment: washing machine and dryers
4. Types and usage of laundry chemicals and cleaning agents
5. Classifications and usage of stain removing agents
6. Types of fabric softener
7. Reading textile label codes
8. Procedures in sorting laundry items
CONDITION:
Student/ trainee must be provided with the following:
Tools
fiber/ fabric samples
Equipment
washing machine
different linens and laundry
items
labeler
hangers
laundry baskets
wash basin
bucket
water hose
drying machine
dry-cleaning machine
flat iron
steam pressers
ironing board
sorting shelves
Materials/ Supplies
Operating manuals and
brochures
pen and paper
bleaching agent
stain removing agent
fabric softeners
sanitizing agent
All purpose cleaning agent
cleaning solution
detergents (liquid, powder)
report forms
METHODOLOGY:







Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing





Observation
Interview
Written examination
Demonstration of practical skills
Third party report
ASSESSMENT METHODS:
LO 2. OBSERVE SAFETY PRACTICES IN HANDLING LAUNDRY EQUIPMENT AND
CHEMICALS
ASSESSMENT CRITERIA:
1. Laundry methods are correctly selected in accordance with textile labeling codes
and based on:
a. type of fabric and fiber
b. dye fastness
c. amount of soilage
d. washing instructions
2. Items for laundering are checked for stains and stains are treated using the correct
process
3. Cleaning agents and chemicals are correctly used in accordance with
manufacturer’s instructions and specific laundry equipment
4. Laundry equipment is operated in accordance with manufacturer’s instructions
5. Items are checked after laundering process to ensure quality cleaning
6. Any damage arising from laundering process is recorded and appropriate person(s)
is/are notified in accordance with establishment procedures
7. Pressing and finishing processes are correctly completed in accordance with textile
characteristics and client requirements
CONTENT:
1. Principles and procedures in laundering clothes and linens
2. Principles and procedures in treating stains based on nature of stain and type of
fabric and fiber
3. Handling bleaching solutions and other laundry chemicals
4. Hygiene, health and safety issues of specific relevance to laundry operations
5. Principles in drying clothes and linens
6. Principles and procedures in ironing and pressing clothes and linens
7. Types of ironing equipment, tools and materials and their proper usage
8. Types of hangers and their uses
9. Folding methods and techniques
CONDITION:
Student/ trainee must be provided with the following:
Tools
fiber/ fabric samples
Equipment
washing machine
different linens and laundry
items
labeler
hangers
laundry baskets
wash basin
bucket
water hose
drying machine
dry-cleaning machine
flat iron
steam pressers
ironing board
sorting shelves
Materials/ Supplies
Operating manuals and
brochures
pen and paper
bleaching agent
stain removing agent
fabric softeners
sanitizing agent
All purpose cleaning agent
cleaning solution
detergents (liquid, powder)
report forms
METHODOLOGY:







Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing





Observation
Interview
Written examination
Demonstration of practical skills
Third party report
ASSESSMENT METHODS:
LO 3. PACKAGE AND STORE LAUNDRY ITEMS
ASSESSMENT CRITERIA:
Guest laundry is packaged and presented in accordance with establishment standards
and procedures
Finished items are returned to guest in accordance with required timeframes
Processed guest laundry are stored where required, according to guest requests or
where return to guest is not possible
CONTENT:
1. Procedures in packaging and presenting guest laundry
2. Procedures in storing guest laundry in accordance with establishment standards
or guest request
3. Delivery of laundry items
4. Basic housekeeping phraseologies
CONDITION:
Student/ trainee must be provided with the following:
Tools
different linens and laundry
items
labeler
hangers
laundry baskets
Equipment
flat iron
steam pressers
ironing board
sorting shelves
Materials/ Supplies
report forms
pen and paper
METHODOLOGY:







Modular (self-paced)
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing





Observation
Interview
Written examination
Demonstration of practical skills
Third party report
ASSESSMENT METHODS: