CBC-Housekeeping NC II

COMPETENCY-BASED
CURRICULUM
Sector:
TOURISM
Qualification:
HOUSEKEEPING NC II
TECHNICAL EDUCATION AND SKILLS DEVELOPMENT
AUTHORITY
East Service Road, South Superhighway, Taguig City, Metro Manila
TABLE OF CONTENTS
Page
A. Course Design................................................................................................
B. Modules of Instruction..................................................................................7-82
BASIC COMPETENCIES............................................................................
o Participating in workplace communications.......................................
o Working in a team environment......................................................
o Practicing career professionalism ..................................................
o Practicing occupational health and safety procedures ..................
COMMON COMPETENCIES....................................................................
o Developing and updating industry knowledge................................
o Observing workplace hygienic procedures.....................................
o Performing computer operations.....................................................
o Performing workplace and safety practices....................................
o Providing effective customer services.............................................
CORE COMPETENCIES...........................................................................
o Providing housekeeping services to guests....................................
o Preparing rooms for guests.............................................................
o Providing valet service....................................................................
o Cleaning premises...........................................................................
o Laundering linen and guest clothes................................................
COURSE DESIGN
HOUSEKEEPING NC II
COURSE DESIGN
COURSE TITLE
HOUSEKEEPING NC II
NOMINAL DURATION
436 hours
COURSE DESCRIPTION :
This course is designed to enhance the knowledge, skills and attitude in providing
housekeeping services to guest, preparing room for guest, cleaning premises and
equipment, providing valet/butler service and laundering linen and guests clothes. It covers
the basic, common and core competencies in Housekeeping NC II.
ENTRY REQUIREMENTS :
Trainees or students should posses the following requirements:
Can communicate in basic English either oral and written;
Physically and mentally fit;
With good moral character; and
Can perform basic mathematical computation
CBC Housekeeping NC II
-1-
COURSE STRUCTURE:
BASIC COMPETENCIES
(18 hours)
UNIT OF
COMPETENCY
1.
Particip
MODULE TITLE
1.1
ate in
workplace
communication
LEARNING OUTCOMES
Participati 1.1.1
ng in workplace
communication 1.1.2
1.1.3
2.
Work in
2.1
a team
environment
Working
in a team
environment
2.1.1
2.1.2
3.
Practice 3.1
Practicing 3.1.1
career
career
professionalism
professionalism
3.1.2
3.1.3
4.
Practice 4.1
Practicing 4.1.1
occupational
occupational
health and
health and
4.1.2
safety
safety
4.1.3
Obtain and convey

workplace information
Complete relevant work
related documents
Participate in workplace
meeting and discussion
Describe and identify
team role and
responsibility in a team
Describe work as a team
member
Integrate personal
objectives with
organizational goals.
Set and meet work
priorities.
Maintain professional
growth and development
Evaluate hazard and
risks
Control hazards and risks
Maintain occupational
health and safety
awareness
NOMINAL
DURATION
4 hours
4 hours
5 hours
5 hours
-2-
COMMON COMPETENCIES
(18 hours)
-3-
UNIT OF
COMPETENCY
MODULE TITLE
1. Develop and
1.1 Developing
update industry
and update
knowledge
industry
knowledge
2. Observe
workplace
hygiene
procedures
2.1 Observing
workplace
hygiene
procedures
3. Perform
computer
operations
3.1 Performing
computer
operations
4. Perform
4.1 Performing
workplace and
workplace and
safety practices
safety
practices
5. Provide
effective
customer
service
5.1 Providing
effective
customer
service
LEARNING OUTCOMES
1.1.1 Identify and access key

sources of information on
the industry
1.1.2 Access, apply and share
industry information
1.1.3 Update continuously
relevant industry
knowledge
2.1.1 Practice personal
grooming and hygiene
2.1.2 Practice safe and
hygienic handling,
storage and disposal of
food, beverage and
materials
3.1.1 Identify and explain the
functions, general
features and capabilities
of both hardware and
software undertaken
3.1.2 Prepare and use
appropriate hardware and
software according to
task requirement
3.1.3 Use appropriate devices
and procedures to
transfer files/data
3.1.4 Produce accurate and
complete data according
to the requirements
3.1.5 Maintain computer
system
4.1.1 Practice workplace safety,
security and hygiene
systems, processes and
procedures
4.1.2 Respond appropriately to
faults, problems and
emergency situations
4.1.3 Maintain safe personal
presentation standards
5.1.1 Apply effective verbal and
non-verbal
communication skills to
respond to customer
needs
5.1.2 Provide prompt and
quality service to
customer
5.1.3 Handle queries promptly
and correctly in line with
NOMINAL
DURATION
2 hours
4 hours
4 hours
4 hours
4 hours
-4-
UNIT OF
COMPETENCY
MODULE TITLE
LEARNING OUTCOMES
NOMINAL
DURATION
enterprise procedures
5.1.4 Handle customer
complaints, evaluation
and recommendations
-5-
CORE COMPETENCIES
(400 hours)
-6-
UNIT OF
COMPETENCY
MODULE TITLE
1. Provide
housekeeping
services to
guest
1.1 Providing
housekeeping
services to
guest
2. Prepare rooms
for guests
2.1 Preparing
rooms for
guests
3. Provide valet /
butler Service
3.1 Providing
valet service
4. Clean premises
4.1 Cleaning
premises
5. Laundry linen
and guests
clothes
5.1 Laundering
linen and
guest clothes
LEARNING OUTCOMES
1.1.1 Identify and perform

different housekeeping
services
1.1.2 Handle housekeeping
requests
1.1.3 Advice guests on room
and housekeeping
equipment
2.1.1 Set-up equipment and
trolleys
2.1.2 Access rooms for
servicing
2.1.3 Make-up beds
2.1.4 Clean and clear rooms
2.1.5 Clean and store trolleys
and equipment
3.1.1 Identify valet services
3.1.2 Perform proper
coordination to ensure
optimum privacy, security
and confidentiality of all
guests
3.1.3 Display professional valet
standards
3.1.4 Ensure proper handling of
guests property
4.1.1 Select and use equipment
and materials properly for
cleaning premises
4.1.2 Comply with occupational;
health and safety
requirements in preparing
dry and wet cleaning
agents and chemicals
4.1.3 Identify and explain
different cleaning
operations, chemicals and
treatment of common
hazards in the workplace
4.1.4 Dispose garbage and
used chemicals properly
4.1.5 Clean wet and dry areas
according to enterprise
procedures
4.1.6 Maintain and store
cleaning equipment and
chemicals
5.1.1 Identify types of fabric and
laundry equipment
5.1.2 Observe safety practices
in handling laundry
NOMINAL
DURATION
80 hours
80 hours
80 hours
80 hours
80 hours
-7-
equipment and chemicals

5.1.3 Follow correct procedure
in laundering process for
guests laundry items
5.1.4 Package and store
laundry items
-8-
RESOURCES:
Facilities
- Workshop
- Laboratory
- Audio-visual room
- Lecture room
- Storage/stock room
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
Accessories
- Complete laboratory
outfit
- Working devices
- Padlocks
- Keys
Room Supplies
- Stationery
- Linen (for single bed
and double bed
- Glassware
- Cutlery
- Tea
- Coffee
- Sugar milk
- Biscuits
- Beds (single)
- Bed (queen)
- Holy bible
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
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
Reference
- Brochures
- Manuals
- Charts
- Recipe Book
- CDs
- Video Tapes
- Pictures
Slippers
Flashlight
Light fittings
Mirrors
Wardrobes
Hangers
Ashtrays
Variety of linen and
clothing items and
fabrics
Cleaning agents
Cleaning detergent
-9-
ASSESSMENT METHODS:
Individual and group demonstration (Practical application)

Written examination
Individual report
Interviews/questioning
Observation
COURSE DELIVERY:
Group discussion
Interaction
Lecture
Demonstration
Plant tour
Symposium
Individual/group assignment
Role-play
Simulation
Tutorial or self-pace
OJT
Industry immersion
E-learning
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)
- 10 -
MODULES OF INSTRUCTION
BASIC COMPETENCIES
HOUSEKEEPING NC II
UNIT OF COMPETENCY :
PARTICIPATE IN WORKPLACE COMMUNICATIONS
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.
NOMINAL DURATION
4 hours
QUALIFICATION LEVEL :
NC II
PREREQUISITE
Receive and Respond to workplace Communication. (NCI)
SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the students/ trainees must be able to:
LO1. Obtain and convey workplace information
LO2. Complete relevant work related documents.
LO3. Participate in workplace meeting and discussion.
- 12 -
LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION

ASSESSMENT CRITERIA:
1. Specific relevant information is accessed from appropriate sources.
2. Effective questioning and active listening and speaking are used to gather and
convey information.
3. Appropriate medium is used to transfer information and ideas.
4. Appropriate non-verbal communication is used.
5. Appropriate lines of communication with superiors and colleagues are identified
and followed.
6. Defined work procedures for the location and storage of information are used.
7. Personnel interaction is carried out clearly and concisely.
CONTENTS:
Parts of speech
Sentence construction
Effective communication
CONDITION:
The students/ trainees must be provided with the following:
Writing materials (pen & paper)

References (books)
Manuals
METHODOLOGIES:
Group discussion/interaction
Assignment method
Competency-based learning materials method
ASSESSMENT METHODS:
Written test
Practical performance test
Interview
- 13 -
LO2. COMPLETE RELEVANT WORK RELATED DOCUMENTS

ASSESSMENT CRTERIA:
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.
3. Basic mathematical process is used for routine calculations.
4. Errors in recording information on forms. Documents are identified and rectified.
5. Reporting requirements to superior are completed according to enterprise
guidelines.
CONTENTS:
Basic mathematics
Technical writing
Types of forms
CONDITION:
The students/trainees must be provided with the following:
Paper
Pencils / ball pen
Reference books
Manuals
METHODOLOGIES:
Assignment method
ASSESSMENT METHODS:
Written test
Practical! performance test
Interview
- 14 -
LO3. PARTICIPATE IN WORKPLACE MEETING AND DISCUSSION

1. Team meetings are attended on time.
2. Own opinions are clearly expressed and those of others are listened to without
interruption.
3. Meeting inputs are consistent with the meeting purpose and establish protocols.
4. Workplace interaction are conducted in a courteous manner appropriate to
cultural background and authority in the enterprise procedures.
5. Questions about simple routine workplace procedures and matters concerning
conditions of employment are asked and responded.
6. Meeting outcomes are interpreted and implemented.
CONTENTS:
Sentence construction
Technical writing
Recording information
CONDITION:
Paper
Pencils/ball pen
References (books)
Manuals
METHODOLOGIES:
Group discussions/interaction
Assignment method
ASSESSMENT METHODS:
Written test
Practical / performance test
Interview
- 15 -
WORK IN A TEAM ENVIRONMENT
MODULE TITLE
WORKING IN A TEAM ENVIRONMENT
MODULE DESCRIPTOR :
This module covers the knowledge, skills, and attitudes

required in order to relate in a work-based environment.
NOMINAL DURATION
4 hours
NC II
PREREQUISITE
TEAMWORK (NC I)

Upon completion of this module the students/ trainees must be able to:
LO1. Describe and identify team role and responsibility in a team.
LO2. Describe work as a team member.
- 16 -
LO1. DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A TEAM

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:
Team role.
Relationship and responsibilities
Role and responsibilities with team environment.
Relationship within a team.
CONDITION:
SOP of workplace
Job procedures
Client / supplier instructions
Quality standards
Organizational or external personnel
METHODOLOGIES:
Case studies
Simulation
ASSESSMENT METHODS:
Written test
Observation
Simulation
Role playing
- 17 -
LO2. DESCRIBE WORK AS A TEAM MEMBER

1.
2.
3.
4.
Appropriate forms of communication and interactions are undertaken.

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

Observation through simulation or role play
Case studies and scenarios.
- 18 -
PRACTICE CAREER PROFESSIONALISM
MODULE TITLE
PRACTICING CAREER PROFESSIONALISM
MODULE DESCRIPTOR :
This module covers the knowledge, skills and attitudes in

promoting career growth and advancement, specifically; to
integrate personal objectives with organizational goals set
and meet work priorities and maintain professional growth
and development.
NOMINAL DURATION
5 hours
NC II

Upon completion of this module, the trainee/student must be able to:
LO1. Integrate personal objectives with organizational goals
LO2. Set and meet work priorities
LO3. Maintain professional growth and development
- 19 -
LO1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS

1.
2.
3.
4.
5.
Personal growth and work plans towards improving the

qualifications set for professionalism are achieved.
Intra- and interpersonal relationship in the course of managing
oneself based on performance evaluation is maintained.
Commitment to the organization and its goal is demonstrated in the
performance of duties.
Practice of appropriate personal hygiene is observed.
Job targets within key result areas are attained.
CONTENTS:
Personal Development-Social Aspects: Intra and Interpersonal Development

Organizational Goals
Personal Hygiene and Practices
Code of Ethics
CONDITION:
Workplace
Code of Ethics
Organizational Goals
Hand outs and PD-Social Aspects
CDs, VHS tapes, transparencies
METHODOLOGIES:
Simulation
Demonstration/practical hands-on exercises
ASSESSMENT METHODS:
Role play
Interview
Written examination
- 20 -
LO2. SET AND MEET WORK PRIORITIES

1. Competing demands to achieve personal, team and organizational goals and
objectives are prioritized.
2. Resources are utilized efficiently and effectively to manage work priorities and
commitments.
3. Practices and economic use and maintenance of equipment and facilities are
followed as per established procedures.
4. Job targets within key result areas are attained.
CONTENTS:
Organizational KRAs
Work Values and Ethical Standards
Company policies on the use and maintenance of equipment
CONDITION:
The students/ trainees must be provided with the following
Organizational KRA
Work values and ethics
Company policies and standards
Sample job targets
Learning Guides
METHODOLOGIES:
Structured activity
Demonstration/practical hands-on exercises
ASSESSMENT METHODS:
Role play
Interview
Written examination
- 21 -
LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

1.
Training and career opportunities relevant to the job requirements are

identified and availed.
2.
Licenses and/or certifications according to the requirements of the
qualifications are acquired and maintained
3.
Fundamental rights at work including gender sensitivity are
manifested/observed
4.
Training and career opportunities based on the requirements of industry
are completed and updated.
CONTENTS:
Qualification Standards
Gender and Development (GAD) Sensitivity
Professionalism in the Workplace
List of Professional Licenses
CONDITION:
Quality Standards
GAD handouts
CDs, VHS tapes on Professionalism in the Workplace
Professional Licenses samples
METHODOLOGIES:
Film viewing
Role play/simulation
ASSESSMENT METHODS:
Demonstration
Interview
Written examination
Portfolio assessment
- 22 -
PRACTICE OCCUPATIONAL HEALTH AND SAFETY

PROCEDURES
MODULE TITLE
PRACTICING OCCUPATIONAL HEALTH AND SAFETY

PROCEDURES
MODULE DESCRIPTOR :

required to comply with the regulatory and organizational
requirements for occupational health and safety such as
identifying, evaluating and maintaining OH & S awareness.
NOMINAL DURATION
5 hours
NC II

.
LO1. Identify hazards and risks
LO2. Evaluate hazards and risks
LO3. Control hazards and risks
LO4. Maintain occupational health and safety awareness
- 23 -
LO1. IDENTIFY HAZARDS AND RISKS

1.
2.
Workplace hazards and risks are identified and clearly explained.

Hazards/Risks and its corresponding indicators are identified in with the
company procedures.
3.
Contingency measures are recognized and established in accordance with
organizational procedures.
CONTENTS:
Hazards and risks identification and control

Organizational safety and health protocol
Threshold limit value (TLV)
OHS indicators
CONDITION:
Workplace
PPE
Learning Guides
Handouts
Organizational Safety and Health Protocol
OHS Indicators
Threshold Limit Value
Hazards/Risk Identification and Control
METHODOLOGIES:
Simulation
Symposium
Group dynamics
ASSESSMENT METHODS:
Situation analysis
Interview
Practical examination
Written examination
- 24 -
LO2. EVALUATE HAZARDS AND RISKS

1. Terms of maximum tolerable limits are identified based on threshold limit values
(TLV)
2. Effects of hazards are determined.
3. OHS issues and concerns are identified in accordance with workplace
requirements and relevant workplace OHS legislation.
CONTENTS:
TLV table
Phil OHS Standards
Effects of hazards in the workplace
Ergonomics
Employees Compensation Commission (ECC) regulations
CONDITION:
The students/trainees must be provided with the following
Handout on
- Phil. OHS Standards
- Effects of hazards in the workplace
- Ergonomics
- ECC regulations
TLV Table
METHODOLOGIES:
Situation analysis
Symposium
Film viewing
Group dynamics
ASSESSMENT METHODS:
Interview
Written examination
Simulation
- 25 -
LO3. CONTROL HAZARDS AND RISKS

1.
2.
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 organizations OHS policies.
3.
Personal protective equipment is correctly used in accordance with
organizations OHS procedures and practices.
4.
Procedures in providing appropriate assistance in the event of workplace
emergencies are identified in line with the established organizational protocol.
CONTENTS:
Safety Regulations
Clean Air Act
Electrical and Fire Safety Code
Waste management
Disaster Preparedness and Management
Contingency Measures and Procedures
CONDITION:
Handouts 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
METHODOLOGIES:
Symposium
Film viewing
Group dynamics
Self pace
ASSESSMENT METHODS:
Written
Interview
Case/situation analysis
Simulation
- 26 -
LO4. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS

1. Procedures in emergency related drill are strictly followed in line with the
established organization guidelines and procedures.
2. OHS personal records are filled up in accordance with workplace requirements.
3. PPE are maintained in line with organization guidelines and procedures.
CONTENTS:
Operational health and safety procedure, practices and regulations

Emergency-related drills and training
CONDITION:
Workplace
PPE
OHS personal records
Health record
METHODOLOGIES:
Simulation
Symposium
Film viewing
Group dynamics
ASSESSMENT METHODS:
Demonstration
Interview
Written examination
Portfolio assessment
- 27 -
COMMON COMPETENCIES
HOUSEKEEPING NC II
DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
MODULE TITLE
DEVELOPING AND UPDATING INDUSTRY KNOWLEDGE
MODULE DESCRIPTOR :

required to access, increase and update industry knowledge.
NOMINAL DURATION
2 hours

Upon completion of this module, the trainees/students must be able to:
LO1. Identify and access key resources of information on the industry
LO2. Access, apply and share industry information
LO3. Update continuously relevant industry knowledge
- 29 -
LO1. IDENTIFY AND ACCESS KEY RESOURCES OF INFORMATION ON THE

INDUSTRY
1. Sources of information on the industry are correctly identified and accessed.
2. Specific information on sector of work is accessed and updated.
CONTENTS:
Information sources
- Media
- Reference book
- Libraries
- Union
- Industry association
- Internet
- Personal observation
CONDITIONS:
Proper hygiene procedure manuals

Internet
Personal computer
Reference book
Industry journals
METHODOLOGIES:
Self paced/modular
Demonstration
Small group discussion
Distance education
ASSESSMENT METHODS
Written/oral examination
Practical demonstration
- 30 -
LO2. ACCESS, APPLY AND SHARE INDUSTRY INFORMATION

1. Sources of information on the industry are accessed and applied
2. Industry information is correctly applied to day-to-day activity
3. 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
METHODOLOGIES:
Self paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
- 31 -
LO3. UPDATE CONTINUOUSLY RELEVANT INDUSTRY KNOWLEDGE

1. Updated knowledge is shared with customer and colleagues
2. Formal and informal research is use to update general knowledge of the industry
CONTENTS:
Information sources
- Media
- Libraries/reference book
- Union/industry association
- Internet
Legislation that affects the industry
CONDITIONS:
Internet
Personal computer
Reference book
METHODOLOGIES:
Self paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
- 32 -
OBSERVE WORKPLACE HYGIENIC PROCEDURES
MODULE TITLE
OBSERVING WORKPLACE HYGIENIC PROCEDURES
MODULE DESCRIPTOR :
This module deals with the knowledge, skills and attitudes in

observing workplace hygienic procedures. It also includes
following hygienic procedures and identifying and preventing
hygienic risks.
NOMINAL DURATION
4 hours
QUALIFICATION LEVEL
NC II

LO1. Practice personal grooming and hygiene
LO2. Practice safe and hygienic handling, storage and disposal of food, beverage, and
materials
- 33 -
LO1. PRACTICE PERSONAL GROOMING AND HYGIENE

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

Soap
Sanitizer
Hygiene products
METHODOLOGIES:
Self paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
- 34 -
LO2. PRACTICE SAFE AND HYGIENIC HANDLING, STORAGE AND DISPOSAL OF

FOOD, BEVERAGE, AND MATERIALS
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:
Hygiene procedures
Proper food handling and storage
Correct work practices
Proper waste disposal
Personal hygiene
Pest control
Principles of HACCP
CONDITIONS:

Soap
Sanitizer
Hygiene products
Proper food handling and storage manual
METHODOLOGIES:
Self paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
- 35 -
PERFORM COMPUTER OPERATIONS
MODULE TITLE
PERFORMING COMPUTER OPERATIONS
MODULE DESCRIPTION :

needed to perform computer operations. This includes
inputting, accessing, producing and transferring data using
appropriate hardware and software.
SUGGESTED DURATION :
4 hours

Upon completion of this module, the students/trainees must be able to:
LO1. Identify and explain the functions, general features and capabilities of both hardware
and software
LO2. Prepare and use appropriate hardware and software according to task requirement
LO3. Use appropriate devices and procedures to transfer files/data
LO4. Produce accurate and complete data according to the requirements
LO5. Maintain computer system
- 36 -
LO1. IDENTIFY AND EXPLAIN THE FUNCTIONS, GENERAL FEATURES AND

CAPABILITIES OF BOTH HARDWARE AND SOFTWARE
1. General features of the computer are explained according to sequence of
operation.
2. Functions of computer hardware and software are identified and explained.
3. Types of peripheral devices are identified.
4. Connections between computer and peripheral devices are explained.
CONTENTS:
Main types of computers and basic features of different operating systems
Main parts of a computer
Storage devices and basic categories of memory
Types of software
Peripheral devices
CONDITION:
The trainees/students must be provided with the following:
Equipment and accessories

- Personal computer
- Network system
- Communication equipment
- Printer
- Scanner
- Keyboard
- Mouse
Supplies and materials

Office supplies
Diskettes
CDs
Zip disks
Tools
Set of screw driver
Learning materials
Learning elements/activity sheets
Manufacturers manual
METHODOLOGIES:
Self-paced/modular
Demonstration
Distance education
ASSESSMENT METHODS:
interview
- 37 -
LO2. PREPARE AND USE APPROPRIATE HARDWARE AND SOFTWARE

ACCORDING TO TASK REQUIREMENT
1. Requirements of task are determined.
2. Prepared and used hardware components correctly and according to task
requirement.
3. Task is planned to ensure OH & S guidelines and procedures are followed.
CONTENTS:
Basic ergonomics of keyboard and computer use

Standard operating procedures in entering and saving data
into the computer
Storage media
Ergonomic guidelines
CONDITION:

Personal computer
Network system
Communication equipment
Printer
Scanner
Keyboard
Mouse
Office supplies
Diskettes
CDs
Zip disks
Tools
Set of screw driver
Learning materials
Learning elements/activity sheets
Manufacturers manual
METHODOLOGIES:
Self-paced/modular
Demonstration
Distance education
ASSESSMENT METHODS:
- 38 -
interview
- 39 -
LO3. USE APPROPRIATE DEVICES AND PROCEDURES TO TRANSFER FILES/DATA

1. Correct program/application is selected based on job requirements
2. Program/application containing the information required is accessed in
accordance with the company procedures
3. Desktop icons are correctly selected, opened and closed for navigation purposes.
4. Keyboard techniques is carried out in line with OHS requirements for safe use of
keyboards
CONTENTS:
Procedures/techniques in accessing Information

Desktop Icons
Keyboard techniques based on OHS requirements
CONDITION:

- Personal computer
- Network system
- Printer
- Scanner
- Keyboard
- Mouse
- Office supplies
- Diskettes
- CDs
- Zip disks
Tools
- Set of screw driver
Learning materials
- Learning elements/activity sheets
- Manufacturers manual
METHODOLOGIES:
Self-paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
- 40 -
interview
- 41 -
LO4. PRODUCE ACCURATE AND COMPLETE DATA ACCORDING TO THE

REQUIREMENTS
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:
Software commands
Operation and use of peripheral devices
Procedures in transferring files/data
CONDITION:

Personal computer
Network system
Communication equipment
Printer
Scanner
Keyboard
Mouse
Office supplies
Diskettes
CDs
Zip disks
Tools
Set of screw driver
Learning materials
METHODOLOGIES:
Self-paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
- 42 -
interview
- 43 -
LO5. MAINTAIN COMPUTER SYSTEM

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:
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:
- Personal computer
- Network system
- Printer
- Scanner
- Keyboard
- Mouse
- Office supplies
- Diskettes
- CDs
- Zip disks
Tools
- Set of screw driver
Learning materials
METHODOLOGIES:
Self-paced/modular
Demonstration
ASSESSMENT METHODS
interview
- 44 -
PERFORM WORKPLACE AND SAFETY PRACTICES
MODULE TITLE
PERFORMING WORKPLACE AND SAFETY PRACTICES
MODULE DESCRIPTOR :
This module covers performing workplace and safety

practices also in dealing with emergency situations.
NOMINAL DURATION
4 hours
QUALIFICATION LEVEL
NC II

LO1. Practice workplace safety, security and hygiene systems, processes and operation
LO2. Responds appropriately to faults, problems and emergency situations
LO3: Maintain safe personal presentation standards.
- 45 -
LO1. PRACTICE WORKPLACE SAFETY, SECURITY AND HYGIENE SYSTEMS,

PROCESSES AND OPERATION
1. Correct healthy, safety and security procedures are complied in line with the
legislation and regulation
2. Correct health, safety and security procedures are followed.
3. Breaches of health, safety and security procedures are identified.
CONTENTS:
Health, safety and security procedures

Breaches procedures
CONDITIONS:
Manuals
Handbook safety and security
Report (sample)
METHODOLOGIES:
Self paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
- 46 -
LO2. RESPOND APPROPRIATELY TO FAULTS, PROBLEMS AND EMERGENCY

SITUATIONS IN LINE WITH ENTERPRISE GUIDELINES
1. Emergency and potential emergency are recognized and appropriate action are
taken
2. Emergency procedures are followed in line with enterprise procedures and
guidelines
3. Assistance is sought from colleagues to resolve or respond to emergency
situation
CONTENTS:
Emergency procedure
- Personal injuries
- Fire
- Electrocution
- Natural calamity
- Criminal acts
Safe personal presentation standard
CONDITIONS:
Emergency procedure manuals

Handbook safety and security
Report
Emergency drills instruction/guidelines
METHODOLOGIES:
Self paced/modular
Demonstration
Distance education
ASSESSMENT METHODS:
Observation
- 47 -
LO3. MAINTAIN SAFE PERSONAL PRESENTATION STANDARDS

1. Safe personal standards are identified and followed in line with enterprise
requirements
CONTENTS:
Proper use of personal protective equipment

Waste management
Pollution control
Effect of pollution
Types of pollutants
CONDITIONS:
Modules
Reference book
Guidelines on waste disposal
Flyers/brochures
METHODOLOGIES:
Self paced/modular
Demonstration
Distance education
ASSESSMENT METHODS
Observation
- 48 -
PROVIDE EFFECTIVE CUSTOMER SERVICES
MODULE TITLE
PROVIDING EFFECTIVE CUSTOMER SERVICES
MODULE DESCRIPTOR :
This module deals with the knowledge, skills and attitudes in

providing effective customer services. It includes greeting
customers, identifying customer needs, delivering service to
customers, handling queries through telephone, fax machine,
Internet, e-mail, SMS and handling complaints evaluation
and recommendations.
NOMINAL DURATION
4 hours.
QUALIFICATION LEVEL
NC II

LO1. Apply effective verbal and non-verbal communication skills to respond to customer
needs
LO2. Provide prompt and quality service to customer
LO3. Handle queries promptly and correctly in line with enterprise procedures
LO4. Handle customer complaints, evaluation and recommendations
- 49 -
LO1. APPLY EFFECTIVE VERBAL AND NON-VERBAL COMMUNICATION SKILLS TO

RESPOND TO CUSTOMER NEEDS
1. Standard Operating Procedures (SOP) when greeting the guest are followed
2. Information are properly disseminated
3. Use interactive communication with others
CONTENTS:
Personality development and public relations

Basic oral communication/ writing memos and letters
Preparing job documentation
- Following instructions
- Filling-out forms
CONDITIONS:
Tools
Recorder
Microphone
Full-body mirror
Company dress
Equipment
Video camera recorder

Television
VHS/DVD Player
Materials
V8 tape
CD
Make=up kit
References:
Books, brochures,
manuals
METHODOLOGIES:
Modular (self-pace learning)

Electronic learning
Industry immersion
Demonstration
Film-viewing
ASSESSMENT METHODS:
Interview (oral/questionnaire)
Observation
Demonstration of practical skills
- 50 -
LO2.
PROVIDE PROMPT AND QUALITY SERVICE TO CUSTOMER
1. Customer needs are assessed according to relationships between food and
religion, gender, folkways, mores and life-cycle
2. Communication standards in customer service are followed
3. Identified opportunities to enhance the quality of services and products are
implemented
4. Time management
CONTENTS:
Food and culture

Exploration of food trends
- Past, present and future trend
Communication standards in customer service
CONDITIONS:
Tools
Recorder
Microphone
Full-body mirror
Company dress
Equipment
Video Camera recorder

Television
VHS/DVD Player
Materials
V8 tape
CD
Make=up kit
References:
Books, brochures,
manuals
METHODOLOGIES:

Electronic learning
Industry immersion
Demonstration
Film-viewing
ASSESSMENT METHODS:
Observation
- 51 -
LO3. HANDLE QUERIES PROMPTLY AND CORRECTLY IN LINE WITH

ENTERPRISE PROCEDURES
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:
Uses of telephone, fax machine, internet and e-mail

Telephone and electronic mail ethics
Procedures in handling queries
CONDITIONS:
Tools
Recorder
Microphone
Full-body mirror
Company dress
Equipment

Television
VHS/DVD Player
Fax machine
Computer with printer
and internet connection
Materials
V8 tape
CD
Make=up kit
References:
Books, brochures,
manuals
METHODOLOGIES:

Electronic learning
Industry immersion
Demonstration
Film-viewing
ASSESSMENT METHODS:
Observation
- 52 -
LO4. HANDLE CUSTOMER COMPLAINTS, EVALUATION AND RECOMMENDATIONS

1.
2.
3.
4.
Interview skills
Skills in handling customer complaints
Guidelines in handling complaints are identified
Complaints are evaluated and resolved based on its nature, details and degree of
liability
CONTENTS:
Guidelines in handling complaints

Procedures in responding and resolving complaints
CONDITIONS:
Tools
Recorder
Microphone
Full-body mirror
Company dress
Equipment

Television
VHS/DVD Player
Fax machine
Computer with printer
and internet connection
Materials
V8 tape
CD
Make=up kit
References:
Books, brochures,
manuals
METHODOLOGIES:

Electronic learning
Industry immersion
Demonstration
Film-viewing
ASSESSMENT METHODS:
Observation
- 53 -
CORE COMPETENCIES
HOUSEKEEPING NC II
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
80 hours
NC II
SUMAMRY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/ student must be able to:
LO1. Identify and perform different housekeeping services
LO2. Handle housekeeping requests
LO3. Advice guests on room and housekeeping equipment
- 55 -
LO1. IDENTIFY AND PERFORM DIFFERENT HOUSEKEEPING SERVICES

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 hotels
organizational structure and its function.
8. Guest requests are noted and coordinated with other department concerned
CONTENTS:
Hotel codes and regulations

Interpersonal skills:
Communication and listening Skills
Upselling and selling techniques
Basic operational skills on facilities and equipment
Personal hygiene
Hotel organization structure: departments and its functions Rank and File
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
- 56 -
METHODOLOLGIES:
Modular (self-paced)
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHODS:
Interview (oral/ questionnaire)

Observation
Demonstration of Practical Skills
Written examination
- 57 -
LO2. HANDLE HOUSEKEEPING REQUESTS

1. Requests are handles in a polite and friendly manner in accordance with the
establishments 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:
Housekeeping and Front Office forms

Codes and regulations
Handle queries through telephone, fax machine, internet and e-mail
Interpersonal skills: Communication and listening skills
Upselling and selling techniques
CONDITIONS:
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
babys 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
- 58 -
METHODOLOGIES:
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHODS:

Observation
Written examination
- 59 -
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
80 hours
NC II

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
- 60 -
LO1. SET-UP EQUIPMENT AND TROLLEYS

1. Cleaning supplies and equipment required for servicing rooms are correctly
selected and prepared for use
2. Supplies for trolleys are accurately identified and selected or ordered in sufficient
numbers in accordance with establishment procedures.
3. Trolleys safely loaded with adequate supplies in accordance with establishment
procedures.
CONTENTS:
Types and uses of cleaning equipment

Types cleaning materials and supplies and their uses
Classification of cleaning tools, equipment and materials according to their uses
and care
Setting-up of trolley/ caddy with cleaning materials according to needs and
establishment standards.
Safety measures in handling different cleaning equipment and chemicals
Safe keeping practices
Safety hazards and precautions
CONDITIONS:
- 61 -
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
refrigerator
electric fan
air conditioning
unit
shelves
alarm clock
television and
video player
vacuum
cleaners
carpet sweeper
babys 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
- 62 -
METHODOLOGIES:
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHODS:

Observation
Written examination
- 63 -
LO2. ACCESS ROOMS FOR SERVICING

Rooms requiring service are correctly identified based on information supplied to

housekeeping staff.
Rooms are accessed in accordance with the establishments customer service
and security procedures.
CONTENTS:
Codes and regulation

Basic phraseologies in housekeeping
Housekeeping reports, checklists and forms
CONDITIONS:
Tools
Housekeeping
reports and
endorsements
Equipment
Telephone
Computer
Materials/ Supplies
Pen and paper
Housekeeping/
FO forms
brochures/ rates
Standard room
amenities
METHODOLOGIES:
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHODS:

Observation
Written examination
- 64 -
LO3. MAKE UP BEDS

1. Beds and matrices are stripped, pillows and linen are checked for stains and
damage and rooms are checked whether guests left any valuables.
2. Items with stains are immediately segregated and forwarded to the laundry
department
3. Bed linens are replaced in accordance with establishment standards and
procedures.
CONTENTS:
Types and sizes of linens, pillows and bed sheets

Procedures in making up beds and cots
Color harmony
CONDITIONS:
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
METHODOLOGIES:
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHODS:

Observation
Written examination
- 65 -
LO4. CLEAN AND CLEAR ROOMS

1. Rooms are cleaned in correct order and with minimum disruption to guests
2. All furniture, fixtures and fittings are cleaned and checked in accordance with
establishment procedures and hygiene/ safety guidelines
3. All items are reset in accordance with establishment standards
4. Room supplies are checked, replenished or replaced in accordance with
establishment standards
5. Pests are promptly identified and appropriate action is taken in accordance with
safety and establishment standards
6. Rooms are checked for any defects, and these are accurately reported in
accordance with establishment procedures.
7. Damaged items are recorded in accordance with establishment procedures
8. Any unusual or suspicious person, item or occurrence is promptly reported in
accordance with establishment procedures.
9. Guests belongings left in vacated rooms are collected and stored in accordance
with lost and found establishment procedures
CONTENTS:
Materials, tools, chemical agents and equipment needed in cleaning guest room
Procedures on cleaning guest room
a. occupied/vacant
b. ceilings and floorings
c. lanai area
d. furniture and fixtures
e. bed
Procedures in cleaning furniture and fixtures
Procedures in cleaning bathroom and toilet
Identifying pests and applying proper control
Procedures in mixing sanitizing agents
Sanitizing rooms and bathrooms
Replenishing room and bathroom supplies and amenities
Safety measures in cleaning
Home management practices
Cleaning motion in guest room
- 66 -
CONDITIONS:
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
refrigerator
electric fan
air conditioning
unit
shelves
alarm clock
television and
video player
vacuum
cleaners
carpet sweeper
babys 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
METHODOLOGIES:
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHODS:

Observation
Written examination
- 67 -
LO5. CLEAN AND STORE TROLLEYS AND EQUIPMENT

1. Trolleys and equipment are cleaned after use in accordance with establishment
procedures
2. All items are correctly stored in accordance with establishment procedures
3. Supplies and items are checked and replenished or re-ordered in accordance
with establishment procedures.
CONTENTS:
Types of cleaning materials and equipment

Cleaning and keeping cleaning materials and equipment according to
manufacturers operating procedures and establishment standards.
Safe keeping practices in accordance with establishment standards.
CONDITIONS:
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
refrigerator
electric fan
air conditioning
unit
shelves
alarm clock
television and
video player
vacuum
cleaners
carpet sweeper
babys 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
- 68 -
METHODOLOGIES:
Electronic learning
Industry Immersion
Film viewing
Demonstration
Discussion
ASSESSMENT METHODS:

Observation
Written examination
- 69 -
PROVIDE VALET/BUTLER 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.
NOMINAL DURATION
80 hours
QUALIFICATION LEVEL
NC II

LO1. Identify valet services
LO2. Perform proper coordination to ensure optimum privacy, security and confidentiality
of all guests.
LO3. Display professional valet standards
LO4. Ensure proper handling of guests property.
- 70 -
LO1. IDENTIFY VALET SERVICES

1. Identify services required or preferred by guests in accordance with
establishment procedures.
2. Establishes rapport and goodwill with guests through oral/ written communication.
CONTENTS:
Basic roles of valet service within Philippine hospitality industry.

Building guest rapport through oral and written communication
Procedures in performing valet services:
a. Picking- up laundry
b. Checking laundry for possible damages
c. Sorting, endorsing and delivery of laundry
Procedures in keeping laundry area clean in accordance with establishment
standards.
CONDITIONS:
Tools
Caddy/ trolley
laundry basket
labeler
Equipment
luggage carrier
sorting shelves
Materials/ Supplies
pen and paper
tags
housekeeping
forms
METHODOLOGIES:
E- Learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
- 71 -
LO2. PERFORM PROPER COORDINATION TO ENSURE OPTIMUM PRIVACY,

SECURITY AND CONFIDENTIALITY OF ALL GUESTS
1. Coordinate with rooms keeping supervisor for the delivery of processed items in
accordance with establishment Standard Operating Procedures.
2. Coordinate with Front Office/ Housekeeping in accordance with Standard
Operating Procedures.
3. Inform laundry office of his whereabouts in case of need for his service.
4. Coordinate with sorter/ marker about special instructions of guest.
5. Checking laundry items for damages and inform guest immediately if there are.
CONTENTS:
Organizational chart of the housekeeping department

Prepare reports and endorsements of valet service provider
Procedure of sorting and marking of laundry items.
Checking laundry condition
Delivery of laundry and luggage to guest room.
CONDITIONS:
- 72 -
Tools
Caddy/ trolley
laundry basket
labeler
Equipment
luggage carrier
sorting shelves
washing
machine
drying machine
dry-washing
equipment
Materials/ Supplies
pen and paper
tags
housekeeping
forms
organizational
chart
laundry supplies
laundry items
laundry report
forms
METHODOLOGIES:
E- Learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
- 73 -
LO3. DISPLAY PROFESSIONAL VALET STANDARDS

1. Rapport is established and feeling s of goodwill are enhanced between the guest
and the establishment through good oral and written communication.
2. Information about individual guest is accessed and utilized to provide
personalized and quality service.
3. Valet grooming and communication standards are followed in accordance with
establishment standards.
CONTENTS:
Basic contact lists and details, and basic customer preference profiles.
Communication phrases of valet service provider with guest in accordance with
establishment standards
Personality development: Grooming and personal hygiene
CONDITIONS:
Records/ profiles of guests
METHODOLOGIES:
E- Learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
- 74 -
LO4. CARE FOR GUEST PROPERTY

1. Luggage is unpacked, stored and packed neatly in accordance with guest
instructions.
2. Guest clothes are appropriately prepared and presented, ready for guest use.
3. Shoes are correctly cleaned
4. Repairs are made or organized in accordance with establishment procedures.
5. Confidentiality regarding guest property and activities is maintained in
accordance with legal and ethical standards.
CONTENTS:
Procedure in unpacking, storing and packing of guest luggage in accordance with

guest instructions.
Procedure in pressing and presenting guests clothes ready for use.
Identify cleaning materials and supplies appropriate for shoes based on material
of shoes.
Cleaning and preparing guests shoes in accordance with establishment
standards
Basic darning and mending for clothing and linen and repair of other accessories.
Protocols for ensuring optimum privacy and confidentiality for all guests.
CONDITIONS:
- 75 -
Tools
shoe brush
cleaning rags
Equipment
luggage carrier
flat iron
steam pressers
ironing board
cabinets
Materials/ Supplies
cleaning agents
needles and
threads
pen and paper
guest folio
METHODOLOGIES:
E- Learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
- 76 -
CLEAN PREMISES
MODULE TITLE
CLEANING PREMISES
MODULE DESCRIPTOR :

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
80 hours
QUALIFICATION LEVEL
NC II

LO1. Select and use equipment and materials properly for cleaning premises.
LO2. Comply with occupational; health and safety requirements in preparing dry and wet
cleaning agents and chemicals
LO3. Identify and explain different cleaning operations, chemicals and treatment of
common hazards in the workplace
LO4. Dispose garbage and used chemicals properly
LO5. Clean wet and dry areas according to enterprise procedures
LO6. Maintain and store cleaning equipment and chemicals
- 77 -
LO1. SELECT AND USE EQUIPEMNT AND MATERIALS PROPERLY FOR

CLEANING PREMISES
1. Equipment are selected according to type of cleaning to be undertaken
2. All equipment are checked if clean and in safe working condition prior to use
3. Suitable dry and wet cleaning agents and chemicals are selected and prepared in
accordance with manufacturers and relevant occupational health and safety
requirements
4. Protective clothing are selected and used where necessary.
CONTENTS:
Common equipment and cleaning chemicals and agents and their usage in
accordance with manufacturers instruction
Identification and treatment of common hazards in the work area
Occupational health and safety requirements
Common protective clothing and materials and their appropriate use.
Checking safety and working conditions of cleaning equipment in accordance
with manufacturers instruction and establishment operating standards.
CONDITONS: 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
Materials/ Supplies
cleaning agents
and chemicals
goggles and
masks
dusters
dust pans
garbage bags
METHODOLOGIES:
E- Learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
- 78 -
LO2. COMPLY WITH OCCUPATIONAL HEALTH AND SAFETY REQUIREMENTS IN

PREPARING DRY AND WET CLEANING AGENTS AND CHEMICALS
1. Occupational health and safety requirements are complied with
2. Equipment are checked if clean and in safe working conditions prior to use
3. Appropriate use of protective clothing is observed.
CONTENTS:
Policies and procedures related to cleaning operations and disposal of used

chemicals in accordance with establishment operating standards
Security procedures of establishment
Laws on general workplace safety, hazardous substances and manual handling
and storage requirements
Checking safety and working condition of cleaning equipment in accordance with
manufacturers instructions and establishment procedures
CONDITIONS: Student/ trainee must be provided with the following:
- 79 -
Tools
Waterproof
Jackets
Apron
Mops, brooms,
brushes
Overalls
Pans
Garbage
receptacles
Buckets
Headwear
Equipment
Vacuum
cleaners
Polisher/
scrubbers
Materials/ Supplies
cleaning agents
and chemicals
goggles and
masks
dusters
dust pans
garbage bags
Mixing formula
Policies and
laws on general
workplace safety
METHODOLOGIES:
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
- 80 -
LO3. IDENTIFY AND EXPLAIN DIFFERENT CLEANING OPERATIONS, CHEMICALS

AND TREATMENT OF COMMON HAZARDS
1. Possible customer inconvenience is considered when scheduling and performing
cleaning task.
2. Wet and dry areas are prepared to be cleaned and hazards are identified
3. Cleaning agents or chemicals are selected for specific areas in accordance with
manufacturers recommendations, safety procedures and establishment policies
and procedures.
4. Equipment is used correctly and safely in accordance with manufacturers
recommendations.
CONTENTS:
Identifying possible inconveniences and hazards at work area.

Cleaning task is scheduled and performed in accordance with customer
convenience and establishment policies.
Procedure in cleaning operations for specific areas:
- bathrooms
- balconies, private lounge areas, public areas
- kitchen
- function rooms
- storage areas
- 81 -
Tools
Waterproof
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
METHODOLOGIES:
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
- 82 -
LO4. DISPOSE GARBAGE AND USED CHEMICALS PROPERLY

ASSESSMENT CRITERION:
1. Garbage and used chemicals are disposed of in accordance with hygiene, safety
and environmental legislation requirements.
CONTENTS:
Proper disposal of used chemicals in accordance with manufacturers instructions

and safety and environmental legislation requirements.
Procedure in garbage disposal in accordance with establishment standards
CONDITIONS:
Tools
garbage
receptacles
garbage bin/
trash can
Equipment
Materials/ Supplies
manuals and
brochures
garbage bags
safety and
environment legislation
policies
METHODOLOGIES:
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
- 83 -
LO5. CLEAN WET AND DRY AREAS

1. Wet and dry areas cleaned in accordance with establishment standard operating
procedure.
2. Cleaning agents or chemicals are selected and applied for specific areas in
accordance with manufacturers recommendations, safety procedures and
establishment policies and procedures.
3. Work area is barricaded or warning signs are placed, as appropriate, to reduce
risk to colleagues and customers
CONTENTS:
Procedures in cleaning public bathrooms
Procedures in Cleaning public areas (internal and external), private lounge areas
and balconies
Procedure in cleaning function rooms
Procedure in cleaning kitchen
Cleaning storage areas
- 84 -
Tools
Waterproof
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
METHODOLOGIES:
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
- 85 -
LO6. MAINTAIN AND STORE CLEANING EQUIPMENT AND CHEMICALS

1. Equipment are cleaned after sue in accordance with enterprise requirements and
manufacturers instructions.
2. Routine maintenance is carried out or arranged in accordance with enterprise
procedures
3. Faults are identified and reported in accordance with establishment procedures
4. Equipment are stored in the designated area and in a condition ready for re-use.
5. Chemicals are stored in accordance with health and safety requirements
CONTENTS:
Procedure in wiping down and cleaning of cleaning equipment, tools and

materials
Procedure in washing and rinsing equipment and tools
Procedure in drying out and sanitizing cleaning equipment, tools and materials
Procedure in dismantling and re-assembling cleaning equipment in accordance
with manufacturers instruction.
Routine maintenance and preventive maintenance programs in accordance with
safety and security procedures and establishment operations
Tools
Waterproof
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
- 86 -
METHODOLOGIES:
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
- 87 -
LAUNDRY 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
80 hours
NC II

LO1. Identify types of fabric and laundry equipment
LO2. Observe safety practices in handling laundry equipment and chemicals
LO3. Follow correct procedure in laundering process for guests laundry items
LO4. Package and store laundry items
- 88 -
LO1. IDENTIFY TYPES OF FABRIC AND LAUNDRY EQUIPMENT

1. Items are correctly sorted according to the cleaning process required and the
urgency of the item
2. Laundry methods are correctly selected in accordance with textile labeling codes
and based on:
a. type of fabric and fiber
b. dye fastness
c. amount of soilage
d. washing instructions
3. Laundry equipment is properly operated in accordance with manufacturers
instructions
CONTENTS:
Types of fibers and fabrics

Laundry terms and standard laundering methods
Types and usage of washing equipment: washing machine and dryers
Types and usage of laundry chemicals and cleaning agents
Classifications and usage of stain removing agents
Types of fabric softener
Reading textile label codes
Procedures in sorting laundry items
CONDITIONS:
Tools
fiber/ fabric
samples
different linens
and laundry items
Labeler
hangers
laundry baskets
wash basin
Bucket
water hose
Equipment
washing
machine
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
- 89 -
METHODOLOGIES:
Electronic learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
- 90 -
LO2. OBSERVE SAFETY PRACTICES IN HANDLING LAUNDRY EQUIPMENT AND

CHEMICALS
1. Laundry methods are correctly selected in accordance with textile labeling codes
and based on:
a. type of fabric and fiber
b. dye fastness
c. amount of soilage
d. washing instructions
2. Items for laundering are checked for stains and stains are treated using the
correct process
3. Cleaning agents and chemicals are correctly used in accordance with
manufacturers instructions and specific laundry equipment
4. Laundry equipment is operated in accordance with manufacturers instructions
5. Items are checked after laundering process to ensure quality cleaning
6. Any damage arising from laundering process is recorded and appropriate
person(s) is/are notified in accordance with establishment procedures
7. Pressing and finishing processes are correctly completed in accordance with
textile characteristics and client requirements
CONTENTS:
Principles and procedures in laundering clothes and linens
Principles and procedures in treating stains based on nature of stain and type of
fabric and fiber
Handling bleaching solutions and other laundry chemicals
Hygiene, health and safety issues of specific relevance to laundry operations
Principles in drying clothes and linens
Principles and procedures in ironing and pressing clothes and linens
Types of ironing equipment, tools and materials and their proper usage
Types of hangers and their uses
Folding methods and techniques
CONDITIONS:
- 91 -
Tools
fiber/ fabric
samples
different linens
and laundry items
Labeler
hangers
laundry baskets
wash basin
Bucket
water hose
Equipment
washing
machine
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
- 92 -
METHODOLOGIES:
E- Learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
- 93 -
LO3. PACKAGE AND STORE LAUNDRY ITEMS

1. Guest laundry is packaged and presented in accordance with establishment
standards and procedures
2. Finished items are returned to guest in accordance with required timeframes
3. Processed guest laundry are stored where required, according to guest requests
or where return to guest is not possible
CONTENTS:
Procedures in packaging and presenting guest laundry

Procedures in storing guest laundry in accordance with establishment standards
or guest request
Delivery of laundry items
Basic housekeeping phraseologies
CONDITIONS:
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
METHODOLOGIES:
E- Learning
Demonstration
Discussion
Industry tour
Industry Immersion
Film viewing
ASSESSMENT METHODS:
Observation
Interview
Written examination
- 94 -
What is Competency-Based Curriculum (CBC)
A competency-based curriculum is a framework or guide for the

subsequent detailed development of competencies, associated
methodologies, training and assessment resources.
The CBC specifies the outcomes which are consistent with the
requirements of the workplace as agreed through the industry or
community consultations.
CBC can be developed immediately when competency standards exist.
When competency standards do not exist, curriculum developers need

to clearly define the learning outcomes to be attained. The standard of
performance required must be appropriate to industry and occupational
needs through the industry/enterprise or specified client group
consultations.
These materials are available in both printed and electronic copies.

For more information please contact:
Technical Education and Skills Development Authority
(TESDA)
Telephone Nos.: 893-8281, 817-4076 to 82 loc. 611, 630, 631 and 635 or
visit our website: www.tesda.gov.ph or the TESDA Regional or Provincial
Office nearest you.

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COMPETENCY-BASED

Can communicate in basic English either oral and written;

Physically and mentally fit;

With good moral character; and

Can perform basic mathematical computation

Obtain and convey

1.1.1 Identify and access key

1.1.1 Identify and perform

equipment and chemicals

Individual and group demonstration (Practical application)

PARTICIPATE IN WORKPLACE COMMUNICATIONS

PARTICIPATING IN WORKPLACE COMMUNICATIONS

This module covers the knowledge, skills and attitudes

Receive and Respond to workplace Communication. (NCI)

SUMMARY OF LEARNING OUTCOMES:

LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION

Writing materials (pen & paper)

LO2. COMPLETE RELEVANT WORK RELATED DOCUMENTS

LO3. PARTICIPATE IN WORKPLACE MEETING AND DISCUSSION

WORK IN A TEAM ENVIRONMENT

WORKING IN A TEAM ENVIRONMENT

This module covers the knowledge, skills, and attitudes

SUMMARY OF LEARNING OUTCOMES:

LO1. DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A TEAM

Role and objective of the team is identified.

LO2. DESCRIBE WORK AS A TEAM MEMBER

Appropriate forms of communication and interactions are undertaken.

Observation of work activities

PRACTICE CAREER PROFESSIONALISM

PRACTICING CAREER PROFESSIONALISM

This module covers the knowledge, skills and attitudes in

SUMMARY OF LEARNING OUTCOMES:

LO1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS

Personal growth and work plans towards improving the

Personal Development-Social Aspects: Intra and Interpersonal Development

LO2. SET AND MEET WORK PRIORITIES

LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

Training and career opportunities relevant to the job requirements are

PRACTICE OCCUPATIONAL HEALTH AND SAFETY

PRACTICING OCCUPATIONAL HEALTH AND SAFETY

This module covers the knowledge, skills and attitudes

SUMMARY OF LEARNING OUTCOMES:

LO1. IDENTIFY HAZARDS AND RISKS

Workplace hazards and risks are identified and clearly explained.

Hazards and risks identification and control

LO2. EVALUATE HAZARDS AND RISKS

LO3. CONTROL HAZARDS AND RISKS

The students/trainees must be provided with the following:

LO4. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS

Operational health and safety procedure, practices and regulations

DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

DEVELOPING AND UPDATING INDUSTRY KNOWLEDGE

This module covers the knowledge, skills and attitudes

SUMMARY OF LEARNING OUTCOMES:

LO1. IDENTIFY AND ACCESS KEY RESOURCES OF INFORMATION ON THE

Proper hygiene procedure manuals

LO2. ACCESS, APPLY AND SHARE INDUSTRY INFORMATION

Trade unions environmental issues and requirements

LO3. UPDATE CONTINUOUSLY RELEVANT INDUSTRY KNOWLEDGE

OBSERVE WORKPLACE HYGIENIC PROCEDURES

OBSERVING WORKPLACE HYGIENIC PROCEDURES

This module deals with the knowledge, skills and attitudes in

SUMMARY OF LEARNING OUTCOMES:

LO1. PRACTICE PERSONAL GROOMING AND HYGIENE