CBC Housekeeping Ncii

COURSE DESIGN
COURSE TITLE : HOUSEKEEPING
NOMINAL DURATION : 436 hours
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
TRAINEE ENTRY REQUIREMENTS
Trainees or students who wish to enter this course should possess the following
requirements:
 Can communicate in English both oral and written;

 Can perform basic mathematical computation.
COURSE STRUCTURE:
BASIC COMPETENCIES
(18 hours)
Units of Nominal
Module Title Learning Outcomes
Competency Duration
1. Participate in 1.1 Participating in 1.1.1 Obtain and convey 4 hours
workplace workplace workplace information
communication communication 1.1.2 Participate in workplace
meeting and discussion
1.1.3 Complete relevant work-
related document
2. Work in a team 2.1 Working in a 2.1.1 Describe team role scope 4 hours
environment team 2.1.2 Identify own role within team
environment 2.1.3 Work as a team member
3. Practice career 3.1 Practicing 3.1.1 Integrate personal 4 hours
professionalism career objectives with
professionalis organizational goals.
m 3.1.2 Set and meet work priorities.
3.1.3 Maintain professional growth
and development.
4. Practice 4.1 Practicing 4.1.1 Identify hazards and risks. 6 hours
occupational occupational 4.1.2 Evaluate hazards and risks.
health and health and 4.1.3 Control hazards and risks.
safety safety 4.1.4 Maintain OHS awareness
procedures procedure
CBC HOUSEKEEPING NC II -1-

COMMON COMPETENCIES
(18 hours)
Units of Nominal
Competency Duration
1. Develop and 1.1 Dev 3 hours
1.1.1 Seek information on the
update eloping and
industry
industry update
1.1.2 Update industry
knowledge industry
knowledge
knowledge
2. Observe 2.1 Obs 2.1.1 Follow hygiene 3 hours
workplace erving procedures
hygiene workplace 2.1.2 Identify and prevent
procedures hygiene hygiene risks
procedures
3. Perform 3.1 Perf 3.1.1 Plan and prepare for task to be 3 hours
computer orming undertaken
operations computer 3.1.2 Input data into computer
operations 3.1.3 Access information using
computer
3.1.4 Produce/output data using
computer system
3.1.5 Maintain computer equipment
and systems
4. Perform 4.1 Perf 4.1.1 Follow workplace procedures 3 hours

workplace and orming for health, safety and security
safety workplace practices
practices and safety 4.1.2 Deal with emergency
practices situations
4.1.3 Maintain safe personal
presentation standards
5. Provide 5.1 Prov 5.1.1 Greet customer 6 hours

effective iding effective 5.1.2 Identify customer needs
customer customer 5.1.3 Deliver service to customer
service service 5.1.4 Handle queries through
telephone, fax machine,
internet and email
5.1.5 Handle complaints, evaluation
and recommendations

CORE COMPETENCIES
(400 hours)
Unit of Nominal
Competency Duration
1. Provide Clean and 1.1.1 Receive housekeeping 70 hours
housekeeping prepare rooms for requests
services to guest incoming guests 1.1.2 Provide housekeeping
requests
1.1.3 Provide advice to guest
1.1.4 Liaise with other departments
2. Clean and 2.1 Cleaning and 2.1.1 Set up equipment and trolleys 70 hours
prepare rooms for preparing rooms 2.2.1 Access rooms for servicing
incoming guests for incoming 2.3.1 Make up beds
guests 2.4.1 Clean and clear rooms
2.5.1 Clean and store trolleys and
equipment
3. Provide 3.1 Providing 3.1.1 Display professional valet 70 hours

valet/butler valet/butler standards
service service 3.1.2 Care for guest property
3.1.3
4. Laundry linen 4.1 Laundering 4.1.1 Collect laundry for laundering 70 hours
and guest cloths linen and guest functions
cloths 4.1.2 Perform laundering functions
4.1.3 Process laundered item
4.1.4 Return laundered item
4.1.5
5. Clean public 5.1 Cleaning 5.1.1 Select and set up equipment 70 hours
areas, facilities public areas, and materials
and equipment facilities and 5.1.2 Apply cleaning technique
equipment 5.1.3 Clean dry and wet areas
5.1.4 Maintain and store cleaning
equipment and chemicals
6. Deal 6.1 Deal 6.1.1 Determine the level of 50 hours

with/Handle with/Handle intoxication
intoxicated intoxicated guests 6.1.2 Apply appropriate procedures
guests 6.1.3 Comply with legislation

RESOURCES:
TOOLS EQUIPMENT
ITEM ITEM
Mops Projector Screen
Brushes Overhead Projector
Brooms Electric Fan
Buckets First Aid Cabinet
Dust Pans Instructor’s desk chairs
Garbage Receptacles Fire Extinguisher
Sorting Baskets/ Laundry Baskets Emergency Light
Step Ladder Directional Signage
Squeegee Air condition
Water Hoses Armed Chairs
Lint Free Cleaning Cloths Telephone
Scrubbing Foam Computer
Dish Sponges TV
Spray Bottles Video player
Anti-Static Dusters Fax machine
Gloves Refrigerator
Caution Signs Hairdryer
Mop Squeezer Alarm clock
Shelving
MATERIALS Cart
ITEM Trolley
Bond paper Coffee Maker
Folders Electric kettle
Logbook Electric jug

TOOLS EQUIPMENT
ITEM ITEM
Transparency acetate Toilet Caddy
White Board Carpet sweeper
Whiteboard Markers Vacuum cleaner (dry and wet )
Whiteboard Eraser Polisher (electric with complete
accessories)
Marking Pen Washers
Stationery Dryer
Linen (for single bed and double bed) Flat iron
Glassware Ironing Board
Cutlery Steam pressers
Tea Sorting shelves
Coffee Drying cleaning machine
Sugar Washers
Milk Dryer
Biscuits Flat iron
Beds (Single ) Cleaning agents
Bed (Queen) Cleaning Detergent
Holy Bible Liquid Detergent
Slippers Cleaning Solution
Flashlight Sanitizing Agents
Light fittings Fabric Softener
Mirrors Chlorine Bleach
Wardrobes Protective clothing
Hangers All-Purpose Detergent
Ashtrays Stain Removing Agents
Variety of linen and clothing items Furniture and floor polishers
and fabrics
Discretionary supplies Air Freshener
Fruit, Pesticides
Beverages Deodorizers
Chocolates Toilet Disinfectant
Training resources/ materials Overalls
Enterprise promotional materials Jackets
Local tourist information Aprons
Magazines Goggles
Newspapers Masks
Lodging agreement Headwear
Housekeeping textbooks/ references Waterproof clothing and footwear

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
QUALIFICATION OF INSTRUCTORS/TRAINERS:
 Must be a holder of National TVET Trainer Certificate I (TM I and NC)

 Must be physically and mentally fit
 *Have at least 2 years job/industry experience

MODULES OF INSTRUCTION
BASIC COMPETENCIES
HOUSEKEEPING NCII

BASIC COMPETENCY : COMMUNICATIONS
UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION
MODULE TITLE : PARTICIPATING IN WORKPLACE COMMUNICATION
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes
required to obtain, interpret and convey information in
response to workplace requirements.
SUGGESTED DURATION : 4 hours
PREREQUISITE : Receive and Respond to Workplace Communication. (NC I)
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module the students/ trainees will be able to:
LO1. Obtain and convey workplace information
LO2. Participate in workplace meeting and discussion.
LO3. Complete relevant work related

LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION
ASSESSMENT CRITERIA:
1. Specific relevant information is accessed from appropriate sources.

2. Effective questioning, active listening and speaking skills 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 workplace procedures for the location and storage of information are
used.
7. Personal interaction is carried out clearly and concisely.
CONTENTS:
 Communication procedures and systems

 Effective communication
 Written communication
 Ability to relate to people of social range in the workplace
 Gather and provide information in response to workplace Requirements
CONDITIONS:
The students/ trainees must be provided with the following:
 Fax machine
 Telephone
 Writing materials
 Internet
METHODOLOGIES:
 Group discussion
 Interaction
 Lecture
 Reportorial
ASSESSMENT METHODS:
 Written test
 Practical/performance test
 Interview

LO2. PARTICIPATE IN WORKPLACE MEETINGS AND DISCUSSIONS
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 established
protocols.
4. Workplace interactions 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:
 Organizational policies
 Participate in workplace meetings and discussions
 Ability to relate to people of social range in the workplace
CONDITIONS:
The students/trainees must be provided with the following:
 Telephone
 Electronic and two way radio
 Written including electronic, memos, instruction and forms, non-verbal including
gestures, signals, signs and diagrams
METHODOLOGIES:
 Group discussions
 Interaction
 Lecture
ASSESSMENT METHODS:
 Written test
 Interview
CBC HOUSEKEEPING NC II - 10 -
L03. 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 processes are 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 organizational
guidelines.
CONTENTS:
 Technology relevant to the enterprise and the individual’s work responsibilities

 Estimate, calculate and record routine workplace measures
 Gather and provide information in response to workplace Requirements
CONDITIONS:
 Memorandum
 Circular
 Notice
 Information discussion
 Follow-up or verbal instructions
 Personnel forms, telephone message forms, safety reports
METHODOLOGIES:
 Interaction
 Lecture
ASSESSMENT METHODS:
 Written 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.
PREREQUISITE : TEAMWORK (NC I)
Upon completion of this module, the students/ trainees will be able to:
LO1. Describe team role and scope
LO2. Identify own role and responsibility within team
LO3. Work as a team member
LO1. DESCRIBE TEAM ROLE AND SCOPE
1. The role and objective of the team is identified from available sources of
information
2. Team parameters, reporting relationships and responsibilities are identified from
team discussions and appropriate external sources
CONTENTS:
 Team structure
 Team roles
CONDITIONS:
 Standard operating procedure (SOP) of workplace

 Job procedures
 Client/supplier instructions
 Quality standards
 Organizational or external personnel
METHODOLOGIES:
 Group discussion/interaction
 Case studies
 Simulation
ASSESSMENT METHODS:
 Written test
 Observation
 Simulation
 Role playing
LO2. IDENTIFY OWN ROLE AND RESPONSIBILITY WITHIN TEAM
1. Individual role and responsibilities within the team environment are identified
2. Roles and responsibility of other team members are identified and recognized
3. Reporting relationships within team and external to team are identified
CONTENTS:
 Communication process
 Team structure/team roles
 Group planning and decision making
CONDITIONS:
 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.
LO3. WORK AS A TEAM MEMBER
1. Effective and appropriate forms of communications used and interactions

undertaken with team members who contribute to known team activities and
objectives
2. Effective and appropriate contributions made to complement team activities and
objectives, based on individual skills and competencies and workplace context
3. Observed protocols in reporting using standard operating procedures
4. Contribute to the development of team work plans based on an understanding of
team’s role and objectives and individual competencies of the members
CONTENTS:
 Team roles
 Group planning
 Communicate appropriately, consistent with the
culture of the workplace
CONDITIONS:
 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.
UNIT OF COMPETENCY : 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.
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
LO1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS
1. Personal growth and work plans are pursued towards improving the qualifications
set for the profession
2. Intra- and interpersonal relationships are maintained in the course of managing
oneself based on performance evaluation
3. Commitment to the organization and its goal is demonstrated in the performance
of duties
CONTENTS:
 Personal development-social aspects: intra and

interpersonal development
 Organizational goals
 Work values and ethics (Code of Conduct, Code of
Ethics, etc.)
 Company policies
CONDITIONS:
 Workplace
 Code of ethics
 Organizational goals
 Hand outs and Personal development-social
aspects
 CD’s, VHS tapes, transparencies
METHODOLOGIES:
 Interactive -lecture
 Simulation
 Demonstration
 Self-paced instruction
ASSESSMENT METHODS:
 Role play
 Interview
 Written examination
LO2. SET AND MEET WORK PRIORITIES
1. Competing demands are prioritized to achieve personal, team and

organizational goals and objectives.
2. Resources are utilized efficiently and effectively to manage work
priorities and commitments
3. Practices along economic use and maintenance of equipment and
facilities are followed as per established procedures
CONTENTS:
 Organizational Key Result Areas (KRA)

 Work values and ethical standards
 Company policies on the use and maintenance of
equipment
CONDITIONS:
The students/ trainees must be provided with the following
 Hand outs on
- Organizational KRA
- Work values and ethics
- Company policies and standards
- Sample job targets
 Learning guides
METHODOLOGIES:
 Interactive lecture
 Structured activity
 Demonstration
ASSESSMENT METHODS:
 Role play
 Interview
LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT
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. Licenses and/or certifications relevant to job and career are obtained and
renewed
CONTENTS:
 Qualification standards
 Gender and development (GAD) sensitivity
 Professionalism in the workplace
 List of professional licenses
CONDITIONS:
The students/trainees must be provided with the following
 Quality standards
 GAD handouts
 CD’s, VHS tapes on professionalism in the
workplace
 Professional licenses samples
METHODOLOGIES:
 Film viewing
 Role play/simulation
ASSESSMENT METHODS:
 Demonstration
 Interview
 Portfolio assessment
UNIT OF COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND SAFETY
PROCEDURES
MODULE TITLE : PRACTICING OCCUPATIONAL HEALTH AND SAFETY

PROCEDURES
required to comply with the regulatory and organizational
requirements for occupational health and safety such as
identifying, evaluating and maintaining occupational health
and safety (OHS) awareness.
LO1. Identity hazards and risks
LO2. Evaluate hazards and risks
LO3. Control hazards and risks
LO4. Maintain OHS awareness
LO1. IDENTIFY HAZARDS AND RISKS
1. Safety regulations and workplace safety and hazard control practices and
procedures are clarified and explained based on organization procedures
2. Hazards/risks in the workplace and their corresponding indicators are identified to
minimize or eliminate risk to co-workers, workplace and environment in
accordance with organization procedures
3. Contingency measures during workplace accidents, fire and other emergencies
are recognized and established in accordance with organization procedures
CONTENTS:
 Hazards and risks identification and control

 Organizational safety and health protocol
 Threshold limit value (TLV)
 OHS indicators
CONDITIONS:
 Workplace
 Personal protective equipment (PPE)
 Learning guides
 Hand-outs
- Organizational safety and health protocol
- OHS indicators
- Threshold limit value
- Hazards/risk identification and control
METHODOLOGIES:
 Interactive -lecture
 Simulation
 Symposium
 Group dynamics
ASSESSMENT METHODS:
 Situation analysis
 Interview
 Practical examination
LO2. EVALUATE HAZARDS AND RISKS
1. Terms of maximum tolerable limits which when exceeded will result in harm or
damage are identified based on threshold limit values (TLV)
2. Effects of the hazards are determined
3. OHS issues and/or concerns and identified safety hazards are reported to
designated personnel in accordance with workplace requirements and relevant
workplace OHS legislation
CONTENTS:
 TLV table
 Philippine OHS standards
 Effects of hazards in the workplace
 Ergonomics
 ECC Regulations
CONDITIONS:
 Hand outs on
- Philippine OHS standards
- Effects of hazards in the workplace
- Ergonomics
- ECC regulations
 TLV table
METHODOLOGIES:
 Situation analysis
 Symposium
 Film viewing
 Group dynamics
ASSESSMENT METHODS:
 Interview
 Simulation
LO3. CONTROL HAZARDS AND RISKS
1. Occupational Health and Safety (OHS) procedures for controlling hazards/risks in

workplace are consistently followed
2. Procedures for dealing with workplace accidents, fire and emergencies are
followed in accordance with organization OHS policies
3. Personal protective equipment (PPE) is correctly used in accordance with
organization OHS procedures and practices
4. Appropriate assistance is provided in the event of a workplace emergency in
accordance with established organization protocol
CONTENTS:
 Physical hazards – impact, illumination, pressure, noise, vibration, temperature,

radiation
 Biological hazards- bacteria, viruses, plants, parasites, mites, molds, fungi,
insects
 Chemical hazards – dusts, fibers, mists, fumes, smoke, gasses, vapors
CONDITIONS:
 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
METHODOLOGIES:
 Symposium
 Film viewing
 Group dynamics
ASSESSMENT METHODS:
 Interview
 Case/situation analysis
 Simulation
LO4. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS
1. Emergency-related drills and trainings are participated in as per established

organization guidelines and procedures
2. OHS personal records are completed and updated in accordance with workplace
requirements
CONTENTS:
 Operational health and safety procedure, practices

and regulations
 Emergency-related drills and training
 Health records
CONDITIONS:
 Workplace
 PPE
 Health record
METHODOLOGIES:
 Simulation
 Symposium
 Film viewing
 Group dynamics
ASSESSMENT METHODS:
 Demonstration
 Interview
 Portfolio assessment
COMMON COMPETENCIES
HOUSEKEEPING NC II
UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
MODULE TITLE : DEVELOPING AND UPDATE INDUSTRY KNOWLEDGE
required to access, increase and update industry
knowledge.
Upon completion of this module, the trainees/students should be able to:
LO1. Seek information on the industry
LO2. Update industry knowledge
CBC HOUSEKEEPING NC II - 26
LO1. SEEK INFORMATION ON THE INDUSTRY
1. Sources of information on the industry are correctly identified and accessed

2. Information to assist effective work performance is obtained in line with job
requirements
3. Specific information on sector of work is accessed and updated
4. Industry information is correctly applied to day-to-day work activities
CONTENTS:
 Ready skills needed to access industry information

 Industry information sources
CONDITIONS:
 media
 reference books
 libraries
 unions
 industry associations
 industry journals
 internet
 personal observation and experience
METHODOLOGIES:
 Self paced/modular
 Demonstration
 Small group discussion
 Distance education
ASSESSMENT METHODS
 Written/Oral examination
 Practical demonstration
LO2. UPDATE INDUSTRY KNOWLEDGE
1. Informal and/or formal research is used to update general knowledge of the

industry
2. Updated knowledge is shared with customers and colleagues as appropriate
and incorporated into day-to-day working activities
CONTENTS:
 Time management
 Basic competency skills needed to access the internet
CONDITIONS:
 internet
 personal computer
 reference book
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS
 Written/oral examination
UNIT OF COMPETENCY : OBSERVE WORKPLACE HYGIENE PROCEDURES
MODULE TITLE : OBSERVING WORKPLACE HYGIENE PROCEDURES
observing workplace hygiene procedures.
LO1 Follow hygiene procedures
LO2 Identify and prevent hygiene risks
LO1. FOLLOW HYGIENE PROCEDURES
1. Workplace hygiene procedures are implemented in line with enterprise and

legal requirements
2. Handling and storage of items are undertaken in line with enterprise and legal
requirements
CONTENTS:
 Typical hygiene and control procedures in the hospitality and tourism industries
 Overview of legislation and regulation in relation to food handling, personal and
general hygiene
 Ability to follow correct procedures and instructions
CONDITIONS:
 Safe and hygienic handling of food and beverage

 Regular hand washing
 Correct food storage
 Appropriate and clean clothing
 Avoidance of cross-contamination
 Safe handling disposal of linen and laundry
 Appropriate handling and disposal of garbage
 Cleaning and sanitizing procedures
 Personal hygiene
METHODOLOGIES:
 Self paced/modular
 Demonstration
 Small group discussion
 Distance education
ASSESSMENT METHODS
 Written/Oral examination
 Practical demonstration
LO 2. IDENTIFY AND PREVENT HYGIENE RISKS
1. Potential hygiene risks are identified in line with enterprise procedures

2. Action to minimize and remove risks are taken within scope of individual
responsibility of enterprise/legal requirements
3. Hygiene risks beyond the control of individual staff members are reported to the
appropriate person for follow up
CONTENTS:
 General hazards in handling of food, linen and laundry and garbage, including
major causes of contamination and cross-infection
 Sources of and reasons for food poisoning
 Ability to handle operating tools/ equipment
 Application to hygiene principles
CONDITIONS:
 Proper hygiene procedure manuals

 Soap
 Sanitizer
 Hygiene products
 Proper food handling and storage manual
METHODOLOGIES:
 Self paced/modular
 Demonstration
 Small group discussion
 Distance education
ASSESSMENT METHODS
 Written/Oral examination
UNIT OF 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.
At the completion of the module the trainees/students should be able to:
LO1. Plan and prepare for task to be undertaken
LO2. Input data into computer
LO3. Access information using computer
LO4. Produce/output data using computer system
LO5. Maintain computer equipment and systems
LO1. PLAN AND PREPARE FOR TASK TO BE UNDERTAKEN
1. Requirements of task are determined

2. Appropriate hardware and software is selected according to task assigned and
required outcome
3. Task is planned to ensure OH & S guidelines and procedures are followed
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
- Manufacturer’s manual
METHODOLOGIES:
 Self-paced/modular
 Demonstration
ASSESSMENT METHODS:
 interview
LO2. INPUT DATA INTO COMPUTER
1. Data are entered into the computer using appropriate program/application in
accordance with company procedures
2. Accuracy of information is checked and information is saved in accordance with
standard operating procedures
3. Inputted data are stored in storage media according to requirements
4. Work is performed within ergonomic guidelines
CONTENTS:
 Basic ergonomics of keyboard and computer use
CONDITION:

- Personal computer
Network system
- Printer
- Scanner
- Keyboard
- Mouse
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS:
 interview
LO3. ACCES INFORMATION USING COMPUTER
1. Correct program/application is selected based on job requirements
2. Program/application containing the information required is accessed according
to company procedures
3. Desktop icons are correctly selected, opened and closed for navigation
purposes
4. Keyboard techniques are carried out in line with OH & S requirements for safe
use of keyboards
CONTENTS:
 Storage devices and basic categories of memory

 OH & S principles and responsibilities
CONDITION:

- Personal computer
- Network system
- Printer
- Scanner
- Keyboard
- Mouse
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS
 interview
LO4. PRODUCE/OUTPUT DATA USING COMPUTER SYSTEM
1. Entered data are processed using appropriate software commands
2. Data are printed out as required using computer hardware/peripheral devices in
accordance with standard operating procedures
3. Files and data are transferred between compatible systems using computer
software, hardware/ peripheral devices in accordance with standard operating
procedures
CONTENTS:
 Used appropriate devices and procedures to transfer files/data accurately
CONDITION:

- Personal computer
- Network system
- Printer
- Scanner
- Keyboard
- Mouse
- Office supplies
- Diskettes
- CDs
- Zip disks
 Tools
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS
 interview
LO5. MAINTAIN COMPUTER EQUIPMENT AND SYSTEM
1. Systems for cleaning, minor maintenance and replacement of consumables are
implemented
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
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS
 interview
UNIT OF COMPETENCY : PERFORM WORKPLACE SAFETY PRACTICES
MODULE TITLE : PERFORMING WORKPLACE SAFETY PRACTICES
following health, safety and security practices. It includes
dealing with emergency situations and maintaining safe
personal standard.
LO1. Follow workplace procedures for health, safety and security practices
LO2. Deal with emergency situations
LO3. Maintain safe personal presentation standards
LO1. FOLLOW WORKPLACE PROCEDURE FOR HEALTH, SAFETY AND SAFETY
PRACTICES
1. Correct health, safety and security procedures are followed in line with
legislation, regulations and enterprise procedures
2. Breaches of health, safety and security procedures are identified and reported
in line with enterprise procedure
3. Suspicious behavior or unusual occurrence are reported in line with enterprise
procedure
CONTENTS:
Systems, Processes and Operations

 Workplace health, safety and security procedures
 Emergency procedures
 Personal presentation
CONDITIONS:
 Manuals
 Handbook safety and security
 Report (sample)
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS
LO2. DEAL WITH EMERGENGY SITUATIONS
1. Emergency and potential emergency situations are recognized and appropriate

action are taken within individual’s scope of responsibility
2. Emergency procedures are followed in line with enterprise procedures
3. Assistance is sought from colleagues to resolve or respond to emergency
situations
4. Details of emergency situations are reported in line with enterprise procedures
CONTENTS:
Communication
 Interactive communication with others
 Interpersonal skills
 Good working attitude
 Ability to work quietly; with cooperation; patience, carefulness, cleanliness
and aesthetic values
 Ability to focus on task at hand
Systems, Processes and Operations
 Workplace health, safety and security procedures
 Emergency procedures
 Personal presentation
CONDITIONS:
 Emergency procedure manuals

 Handbook safety and security
 Report
 Emergency drills – instruction/guidelines
METHODOLOGIES:
 Demonstration
ASSESSMENT METHODS:
 Observation
LO3. MAINTAIN SAFE PERSONAL PRESENTATION STANDARDS
 ASSESSMENT CRITERION:

1. Safe personal standards are identified and followed in line with workplace.
 CONTENTS:
 Use of PPE
 Safe and proper posture.
 CONDITIONS:
Students/trainees must be provided with the following:
 Hands-out
 Film / video clips
 METHODOLOGIES:

 Lecture/ demonstration
 Film showing
 ASSESSMENT METHODS:

 Hands-on
 Direct observation
 Role-playing/ simulation
 Dramatization / fire drill
UNIT OF COMPETENCY : PROVIDE EFFECTIVE CUSTOMER SERVICE
MODULE TITLE : PROVIDING EFFECTIVE CUSTOMER SERVICE
MODULE DESCRIPTOR : This module covers the knowledge, skills and attitude in
providing effective customer service.
LO1. Greet customer
LO2. Identify customer needs
LO3. Deliver service to customer
LO4. Handle queries through telephone, fax machine, internet and email
LO5. Handle complaints, evaluation and recommendations
LO1. GREET CUSTOMERS
1. Guests are greeted in line with enterprise procedure

2. Verbal and non-verbal communications are appropriate to the given situation
3. Non verbal communication of customer is observed responding to customer
4. Sensitivity to cultural and social differences is demonstrated
CONTENTS:
 Communication
o Interactive communication with others
o Interpersonal skills/ social graces with sincerity
CONDITIONS:
Tools Equipment Materials

 Recorder  Video camera recorder  V8 tape
 Microphone  Television  CD
 Full-body mirror  VHS/DVD Player  Make=up kit
 Company dress  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
LO2. IDENTFY CUSTOMERS NEEDS
1. Appropriate interpersonal skills are used to ensure that customer needs are
accurately identified
2. Customer needs are assessed for urgency so that priority for service delivery
can be identified
3. Customers are provided with information
4. Personal limitation in addressing customer needs is identified and where
appropriate, assistance is sought from supervisor
CONTENTS:
 Theory
 Selling/upselling techniques
 Interview techniques
 Conflict resolution
 Communication barriers
CONDITIONS:
Tools Equipment Materials

 Recorder  Video Camera recorder  V8 tape
 Microphone  Television  CD
 Full-body mirror  VHS/DVD Player  Make=up kit
 Company dress  References:
 Books, brochures,
manuals
METHODOLOGIES:

 Demonstration
 Film-viewing
ASSESSMENT METHODS:
 Interview (oral/questionnaire)
 Observation
LO3. DELIVER SERVICE TO CUSTOMERS
 ASSESSMENT CRITERIA:

1. Customer needs are promptly attended to in line with enterprise procedure
2. Appropriate rapport is maintained with customer to enable high quality service
delivery
3. Opportunity to enhance the quality of service and products are taken wherever
possible
 CONTENTS:
 Attitude
o Attentive, patient and cordial
o Eye-to-eye contact
o Maintain teamwork and cooperation
 CONDITIONS:
 Hands-out
 METHODOLOGIES:
 Film showing
 Hands-on
LO4. HANDLES QUERIES THROUGH TELEPHONE, FAX MACHINE, INTERNET AND
EMAIL

1. Use telephone, computer, fax machine, internet efficiently to determine
customer requirements
2. Queries/ information are recorded in line with enterprise procedure
3. Queries are acted upon promptly and correctly in line with enterprise procedure
 CONTENTS:
 Ability to work calmly and unobtrusively effectively

 Ability to handle telephone inquiries and conversations
 Correct procedure in handling telephone inquiries
 Proper way of handling complaints
 CONDITIONS:
 Hands-out
 METHODOLOGIES:
 Film showing
 Hands-on
LO5. HANDLE COMPLAINTS, EVALUATION AND RECOMMENDATIONS
1. Guests are greeted with a smile and eye-to-eye contact

2. Responsibility for resolving the complaint is taken within limit of responsibility
3. Nature and details of complaint are established and agreed with the customer
4. Appropriate action is taken to resolve the complaint to the customers satisfaction
wherever possible
 CONTENTS:

 Handled customer complaints
 Attitude
o Attentive, patient and cordial
o Eye-to-eye contact
o Maintain teamwork and cooperation
 Effective communication skills
 Ability to work calmly and unobtrusively effectively
 CONDITIONS:
 Hands-out
 Sample complaint/evaluation and
recommendation sheet from industry.
 METHODOLOGIES:
 Film showing
 Hands-on
CORE COMPETENCIES
HOUSEKEEPING NC II
UNIT OF COMPETENCY : PROVIDE HOUSEKEEPING SERVICES TO GUESTS
MODULE TITLE : PROVIDING HOUSEKEEPING SERVICES TO

GUESTS
MODULE DESCRIPTOR : This module deals with the skills and knowledge
required to provide a range of general housekeeping
services to guests.
LO1. Receive housekeeping requests
LO2. Provide housekeeping requests
LO3. Provide advice to guest
LO4. Liaise with other departments
LO1. RECEIVE HOUSEKEEPING REQUEST
1. Guest/staff housekeeping requests and service delivery are accepted and

recorded in accordance to enterprise policies and procedure.
2. Details of requests made are confirmed and noted in accordance with enterprise
procedures
3. Apologies are made where a request has arisen from a delayed delivery of service
4. Request not related to housekeeping are referred to appropriate department.
CONTENTS:
 Knowledge on typical housekeeping services and procedures
CONDITIONS:
 Roll away beds

 additional pillows and blankets
 irons
 dryers
 additional room supplies
 follow-up cleaning
 repairs and maintenance
 lost property inquiries
 change of linen
 first aid kit
 baby sitting
 baby crib
METHODOLOGIES:

 Demonstration
 Film-viewing
ASSESSMENT METHODS:
 Questioning
 Practical demonstration/direct observation
 Portfolio evidence
LO2. PROVIDE HOUSEKEEPING REQUEST
1. Identified service/item is obtained through liaison with other staff in accordance with
enterprise procedures
2. Required items are located and delivered to guest room in accordance with
3. Equipment is set up in guest room in accordance with the request of the guest
4. Requested items are removed from guest rooms in accordance with enterprise
procedures.
CONTENTS:
 Demonstrate responding to multiple and various types of guests
CONDITIONS:
 electric kettles and jugs

 telephones
 computers
 TV and video
 hairdryer
 alarm clock
 fax machine
METHODOLOGIES:

 Demonstration
 Film-viewing
ASSESSMENT METHODS:
 Questioning
LO3. PROVIDE ADVICE TO GUEST
1. Guest is advised on services and items available through housekeeping department

2. Guest is advised on use of items delivered to guest room
3. The proper use of delivered item to the guest room is demonstrated to guest
4. Liaise with other staff and department to provide support services
CONTENTS:
 Security and safety procedures as they apply to housekeeping services and guests
CONDITIONS:

 telephones
 computers
 TV and video
 hairdryer
 alarm clock
 fax machine
METHODOLOGIES:

 Demonstration
 Film-viewing
ASSESSMENT METHODS:
 Questioning
LO4. LIAISE WITH OTHER DEPARTMENTS
1. Equipment malfunction are reported to appropriate personnel in accordance with

2. Management is advised on dangerous or suspicious circumstances in accordance
with enterprise procedures.
3. Other departments are updated on the status of service requests
CONTENTS:
 Knowledge on materials/solutions and equipment

 Time management skills
CONDITIONS:

 telephones
 computers
 TV and video
 hairdryer
 alarm clock
 fax machine
METHODOLOGIES:

 Demonstration
 Film-viewing
ASSESSMENT METHODS:
 Questioning
UNIT OF COMPETENCY : CLEAN AND PREPARE ROOMS FOR INCOMING

GUESTS
MODULE TITLE : CLEANING AND PREPARING ROOMS FOR

INCOMING GUESTS
MODULE DESCRIPTOR : The module deals with the skills and knowledge
required from housekeeping attendants to clean and
prepare rooms for incoming guests in a commercial
accommodation establishment.
SUMAMRY OF LEARNING OUTCOMES:
Upon completion of this module, the trainee/ student must be able to:
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 TROLLEY
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 are safely loaded with adequate supplies in accordance with establishment
procedures
CONTENT:
 Types and uses of correct cleaning chemicals, equipment and procedures for
cleaning various surfaces and materials
CONDITIONS:
Student/ trainee must be provided with the following:
 Cleaning agents, disinfectant and chemicals

 Vacuum cleaner
 Mops
 Brushes
 Buckets
 Caddy
 Carpet sweeper
 Cleaning and polishing cloths
 Protective clothing
 Brooms
 Dust pans
 Squeegee
METHODOLOLGY:
 Modular (self-paced)
 Electronic learning
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:
 Interview (oral/ questionnaire)

 Observation
LO 2. ACESS ROOMS FOR SERVICING
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:
 Enterprise procedures and standards in relation to presentation of guest room
CONDITIONS:
 stationery and compendium
 bed and bathroom linen
 enterprise promotional materials
 local tourist information
 magazines and newspapers
 mini-bar supplies
 glass ware and cutlery
 tea, coffee, sugar, milk and water
 discretionary supplies and gifts such as fruit, beverages, chocolates, flowers
 slippers
 flashlight
 laundry bags and list
 shoe shine kit and basket/sewing kit
 personal hygiene kit (e.g. toothbrush, toothpaste, cotton buds, shampoo, etc.)
 emergency exit plan
 hanger
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation
LO 3. MAKE UP BEDS
1. Beds and mattresses are stripped, pillows and linen are checked for stains and
damage rooms are checked whether guests left any valuables
2. Items with stains are immediately segregated and forwarded to the Laundry
Department for proper processing
3. Bed linens are replaced in accordance with establishment standards and
procedures
CONTENTS:
 Cleaning and preparation of multiple rooms within industry-realistic timeframes
CONDITIONS:
 stationery and compendium

 bed and bathroom linen
 enterprise promotional materials
 local tourist information
 magazines and newspapers
 mini-bar supplies
 glass ware and cutlery
 tea, coffee, sugar, milk and water
 discretionary supplies and gifts such as fruit, beverages, chocolates, flowers
 slippers
 flashlight
 laundry bags and list
 shoe shine kit and basket/sewing kit
 personal hygiene kit (e.g. toothbrush, toothpaste, cotton buds, shampoo, etc.)
 emergency exit plan
 hanger
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation
LO 4. 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. Room supplies are checked, replenished or replaced in accordance with
establishment standards
4. Pests are promptly identified and appropriate action is taken in accordance with
safety and establishment procedures
5. Rooms are checked for any defects and are accurately reported in accordance
with establishment procedures
6. Damaged items are recorded in accordance with establishment procedures
7. Any unusual or suspicious person, item or occurrence is promptly reported in
accordance with establishment procedures
8. Guest’s belongings left in vacated rooms are collected and stored in accordance
with lost and found establishment procedures
CONTENTS:
 Safe work practices relating to use of cleaning chemicals and equipment, bending
and manual handling (OHS compliance)
 Cleaning and preparation of multiple rooms within industry-realistic timeframes
CONDITIONS:
 stationery and compendium  flashlight

 bed and bathroom linen  laundry bags and list
 enterprise promotional materials  shoe shine kit and basket/sewing kit
 local tourist information  personal hygiene kit (e.g. toothbrush,
 magazines and newspapers toothpaste, cotton buds, shampoo,
 mini-bar supplies etc.)
 glass ware and cutlery  emergency exit plan
 tea, coffee, sugar, milk and water  hanger
 discretionary supplies and gifts such
as fruit, beverages, chocolates, flowers
 slippers
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation
LO 5. CLEAN AND STORE TROLLEYS AND EQUIPMENT
1. Trolleys and equipment are cleaned after use in accordance with safety and
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:
 Safe work practices relating to use of cleaning chemicals and equipment, bending
and manual handling (OHS compliance)
CONDITIONS:
 Cleaning agents, disinfectant and chemicals

 Vacuum cleaner
 Mops
 Brushes
 Buckets
 Caddy
 Carpet sweeper
 Cleaning and polishing cloths
 Protective clothing
 Brooms
 Dust pans
 Squeegee
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation
UNIT OF COMPETENCY : PROVIDE VALET/BUTLER SERVICE
MODULE TITLE : PROVIDING VALET/BUTLER SERVICE
MODULE DESCRIPTION : This module of competency deals with the skills and
knowledge required to provide specialist valet/butler
services in a commercial accommodation
establishment. This role would generally be undertaken
by experienced staff members with sound organizational
and interpersonal skills
LO 1. Display professional valet standards
LO 2. Care for guest property
LO 1. DISPLAY PROFESSIONAL VALET STANDARDS
1. Rapport is established and feelings of goodwill are enhanced between the guest
and the establishment through principles of good communication
2. Knowledge of individual guests record is accessed and utilized to provide
personalized and quality valet service
3. Valet grooming and communication standards are followed, in accordance with
establishment standards
CONTENTS:
 Trade Theory
o Valet service and its current role in the hospitality industry
o Oral and written communication on building guest rapport
o Protocols for ensuring optimum privacy and confidentiality for all guests
CONDITION:
 basic contact lists and details

 basic customer preference profiles
 Packing and unpacking service
 Shoe cleaning
 Pressing
 Servicing of buttons
 Zipper repairs
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation
LO 2. CARE FOR GUESTS 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 of guest’s property and activities is maintained in accordance with
legal and ethical requirements
CONTENTS:
 Oral & written communication skills

 Special protocols for dealing with VIP guests
CONDITION:
 basic contact lists and details

 basic customer preference profiles
 Packing and unpacking service
 Shoe cleaning
 Pressing
 Servicing of buttons
 Zipper repairs
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation
UNIT OF COMPETENCY : LAUNDRY LINEN AND GUEST CLOTHES
MODULE TITLE : LAUNDERING LINEN AND GUEST CLOTHES
MODULE DESCRIPTOR : This unit of competency deals with the skills and
knowledge required to work in an “on-premise” laundry
section in a commercial accommodation establishment
applied to guest laundry, and in-house linen and
uniforms.
LO 1. Collect laundry for laundering functions
LO 2. Perform laundering functions
LO 3. Process laundered item
LO 4. Return laundered item
LO 1. COLLECT LAUNDRY AND LAUNDERING FUNCTIONS
1. Guest clothes are picked up in accordance with enterprise requirements
2. In-house items are picked up in accordance with enterprise requirements
CONTENTS:
 Theory
o Types of fabric and laundry equipment
o Meaning of laundry and dry cleaning labels on clothing
o Key laundry terms
o Common guest laundry issues
 Safety Practices
o Hygiene, health and safety issues on laundry operations
CONDITION:

 Cleaning detergent
 Liquid detergent
 Fabric conditioner
 Chlorine bleach
 Washer
 Dryer
 Steam presser
 Ironing board
 Flat iron
 Dry cleaning machine
 Hanger
 Sorting basket and shelves
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
ASSESSMENT METHODS:
 Observation
 Interview
 Demonstration of practical skills
LO 2. PERFORM LAUNDERING FUNCTION
1. Items are correctly sorted and counted according to cleaning process required and
urgency of the item
2. Items for laundering are checked for stains and are treated using the correct
process
3. Laundry methods are selected in accordance with textile labeling codes and based
on fiber and fabric, dye fastness, degree of spoilage and washing instructions
4. Laundry equipment is operated in accordance with manufacturer’s instructions
5. Any damage arising from the laundering process is recorded and appropriate
person(s) is/are notified in accordance with establishment procedures
6. Cleaning agents and chemicals are used in accordance with manufacturer’s
instructions and specific laundry equipment
7. Items are checked after the laundering process to ensure quality cleaning
8. Pressing and finishing processes are correctly completed in accordance with textile
characteristics and client requirements
CONTENTS:
 Operating laundry equipment

 Ability to complete the full laundering process
 Use of specific laundry chemicals
CONDITION:
 Cleaning detergent
 Liquid detergent
 Fabric conditioner
 Chlorine bleach
 Washer
 Dryer
 Steam presser
 Ironing board
 Flat iron
 Hanger
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
ASSESSMENT METHODS:
 Observation
 Interview
LO 3. PROCESS LAUNDERED ITEM
1. Post cleaning laundry activity are performed in accordance with enterprise

requirements
2. Results of cleaning are checked and appropriate additional action is taken.
3. Internal record and billing instructions are processed in accordance with enterprise
procedures
4. Necessary internal laundry reports are produced
CONTENTS:
 Establishment linen handling procedures
CONDITIONS:
 Washers
 Dryers
 Irons
 Steam pressers
 Sorting baskets and shelves
 Hangers
 Drying cleaning machine
 Labeler
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
ASSESSMENT METHODS:
 Observation
 Interview
LO 4. RETURN LABELED ITEM
1. Guest clothes are delivered in accordance with enterprise requirements

2. In-house items are delivered in accordance with enterprise requirements
CONTENTS:
 Role of an “on premise” laundry
CONDITION:
 Washer
 Dryer
 Steam presser
 Ironing board
 Flat iron
 Hanger
 Labeler
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
ASSESSMENT METHODS:
 Observation
 Interview
 Third party report
UNIT OF COMPETENCY : CLEAN PUBLIC AREAS, FACILITIES AND
EQUIPMENT
MODULE TITLE : CLEAN PUBLIC AREAS, FACILITIES AND

EQUIPMENT
MODULE DESCRIPTOR : This unit of competency deals with the knowledge

and skills required in cleaning public areas, facilities
and equipment. It includes selecting and setting up
of equipment and materials; cleaning dry and wet
areas; and, maintaining and storing cleaning
equipment and materials.
LO 1. Select and set up equipment and materials
LO 2. Apply cleaning technique
LO 3. Clean dry and wet areas
LO 4. Maintain and store cleaning equipment and chemicals
LO 1. SELECT AND SET UP EQUIPMENT AND MATERIALS
1. Equipment are selected according to type of cleaning to be done

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:
 Safe handling of cleaning equipment, chemicals and agents/tools

 Time management skills
CONDITON:

 glass
 leather
 fabrics
 brass/steel
 wood
 carpet
 hard floors
 electrically-operated equipment such as scrubbers, polishers, vacuum cleaners
 mops, brushes and brooms
 buckets
 dusters
 pans
 garbage receptacles
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
ASSESSMENT METHODS:
 Observation
 Interview
 Third party report
LO 2. APPLY CLEANING TECHNIQUE
1. Furniture, fixtures, ceilings and walling materials used are assessed

2. Appropriate cleaning equipment and chemicals are selected in accordance with the
type of material used
3. Cleaning technique is applied on furniture and walling materials in accordance with
type of material used
4. Appropriate procedures is applied in accordance with the technique
5. Equipment and chemicals are properly cleaned and stored in accordance with
manufacturer’s specifications and requirements
CONTENTS:
 Cleaning operations
 Common cleaning chemicals
 Treatment of common hazards
 Cleaning technique
CONDITIONS:

 glass
 leather
 fabrics
 brass/steel
 wood
 carpet
 hard floors
 buckets
 dusters
 pans
 general and spot cleaning agents
 cleaning agents for specialized surfaces including window and glass cleaners
 disinfectants
 pesticides
 deodorizers
 furniture and floor polishers
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
ASSESSMENT METHODS:
 Observation
 Interview
LO 3. CLEAN DRY AND WET AREAS
1. Wet and dry areas are prepared for cleaning and hazards are identified and
assessed
2. The work area is barricaded or warning signs are placed, as appropriate, to reduce
risk to colleagues and customers
3. Cleaning agents or chemicals are selected and applied on specific areas in
accordance with manufacturer’s recommendations, safety procedures and
establishment policies and procedures
4. Equipment are used safely in accordance with manufacturer's recommendations
5. Garbage and used chemicals are disposed off in accordance with hygiene, safety
and environmental legislation requirements
CONTENT:
 Cleaning operations
 Common cleaning chemicals
 Treatment of common hazards
CONDITION:
 mops
 brushes
 brooms
 bucket
 dust pans
 water hoses
 gloves
 caution sign
 mop squeegee
 All-purpose cleaner
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
ASSESSMENT METHODS:
 Observation
 Interview
LO 4. MAITAIN AND STORE CLEANING EQUIPMENT AND CHEMICALS
1. Equipment are cleaned after use in accordance with enterprise requirements and
manufacturer’s instructions
2. Routine preventive maintenance is carried out or arranged in accordance with
3. Defects 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 and controlled in accordance with health and safety
requirements.
CONTENTS:
 Safe handling of cleaning equipment, chemicals and agents/tools
CONDITION:
 general and spot cleaning agents

 cleaning agents for specialized surfaces including window and glass cleaners
 disinfectants
 pesticides
 deodorizers
 furniture and floor polishers
 buckets
 dusters
 pans
METHODOLOGY:
 Demonstration
 Discussion
 Industry tour
 Film viewing
ASSESSMENT METHODS:
 Observation
 Interview
UNIT OF COMPETENCY : DEAL WITH/HANDLE INTOXICATED GUESTS
MODULE TITLE : DEALING WITH/HANDLING INTOXICATED GUESTS
MODULE DESCRIPTOR : This unit of competency deals with the knowledge, skills
and attitude in handling or dealing with intoxicated
guests at the workplace. It includes the knowledge and
skills on how to determine the level of intoxication,
proper approach, application of appropriate procedure
and the knowledge on legislation for alcoholic drinks.
LO 1. Determine the level of intoxication
LO 2. Apply appropriate procedures
LO 3. Comply with legislation
LO 1. DETERMINE THE LEVEL OF INTOXICATION
1. Level of intoxication of guest is assessed in accordance with industry procedure.

2. Offered assistance politely to intoxicated guest in line with enterprise procedure.
3. Urgently referred difficult situation to immediate boss as per enterprise regulations.
4. Intoxicated guest lying on the floor is not touched but is carefully watched in line
with industry practice.
5. Sought immediate assistance from hotel security personnel for the situations that
posing a threat to safety and security according to enterprise procedure.
CONTENT:
 Dealt diplomatically on the disruptive intoxicated guests.

 Ability to communicate to make the guest understand the position.
 Ability to demonstrate respect and concern in handling intoxicated guest
CONDITION:
 Safe work practices and first aid regulations

 Hygienic practices specific to bar operations national/local government laws
related to service of alcohol
METHODOLOGY:
 Demonstration
 Discussion
ASSESSMENT METHODS:
 Observation
 Interview
LO 2. APPLY APPROPRIATE PROCEDURES
1. Analyzed the situation carefully

a. Applied procedures appropriate to the situation and in accordance with
organizational policy
b. Explained politely the position to the guest using appropriate
communication skills
2. Assisted the guest to leave the premises when necessary in accordance with
enterprise procedure.
CONTENT:
 Manifested full understanding of legal requirements for alcohol service and

consumption.
 Demonstrated ability to manage intoxicated persons using appropriate
communication, conflict resolution and anger management techniques
 Exhibited the ability to offer appropriate guests assistance.
CONDITION:

METHODOLOGY:
 Demonstration
 Discussion
ASSESSMENT METHODS:
 Observation
 Interview
LO 3. COMPLY WITH LEGISTRATION
1. Dealt with intoxicated persons in line with industry practice.

2. Dealt with underage drinkers with caution and care in compliance with legal
regulations.
3. Complied with legislative requirements as per alcoholic regulations.
CONTENT:
 Manifested full knowledge of the effects of alcohol and factors which influence
effects.
 Discussed the knowledge of the benefits in creating a responsible licensed drinking
environment to self, colleagues and guests
 Demonstrated knowledge of ways of assessing intoxicated guests.
CONDITION:

METHODOLOGY:
 Demonstration
 Discussion
ASSESSMENT METHODS:
 Observation
 Interview

CBC Housekeeping Ncii

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COURSE DESIGN

COURSE TITLE : HOUSEKEEPING

NOMINAL DURATION : 436 hours

COURSE DESCRIPTION : This course is designed to enhance the knowledge, skills

TRAINEE ENTRY REQUIREMENTS

 Can communicate in English both oral and written;

CBC HOUSEKEEPING NC II -1-

4. Perform 4.1 Perf 4.1.1 Follow workplace procedures 3 hours

5. Provide 5.1 Prov 5.1.1 Greet customer 6 hours

CBC HOUSEKEEPING NC II -2-

3. Provide 3.1 Providing 3.1.1 Display professional valet 70 hours

6. Deal 6.1 Deal 6.1.1 Determine the level of 50 hours

CBC HOUSEKEEPING NC II -3-

CBC HOUSEKEEPING NC II -4-

CBC HOUSEKEEPING NC II -5-

COURSE DELIVERY (METHODOLOGY)

 Must be a holder of National TVET Trainer Certificate I (TM I and NC)

CBC HOUSEKEEPING NC II -6-

CBC HOUSEKEEPING NC II -7-

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

MODULE TITLE : PARTICIPATING IN WORKPLACE COMMUNICATION

SUGGESTED DURATION : 4 hours

PREREQUISITE : Receive and Respond to Workplace Communication. (NC I)

SUMMARY OF LEARNING OUTCOMES:

LO1. Obtain and convey workplace information

LO2. Participate in workplace meeting and discussion.

LO3. Complete relevant work related

CBC HOUSEKEEPING NC II -8-

1. Specific relevant information is accessed from appropriate sources.

 Communication procedures and systems

The students/ trainees must be provided with the following:

CBC HOUSEKEEPING NC II -9-

1. Team meetings are attended on time.

The students/trainees must be provided with the following:

1. Ranges of forms relating to conditions of employment are completed accurately

 Technology relevant to the enterprise and the individual’s work responsibilities

The students/trainees must be provided with the following:

UNIT OF COMPETENCY : WORK IN A TEAM ENVIRONMENT

MODULE TITLE : WORKING IN A TEAM ENVIRONMENT

SUGGESTED DURATION : 4 hours

PREREQUISITE : TEAMWORK (NC I)

SUMMARY OF LEARNING OUTCOMES:

LO1. Describe team role and scope

LO2. Identify own role and responsibility within team

LO3. Work as a team member

The students/ trainees must be provided with the following:

 Standard operating procedure (SOP) of workplace

The students/trainees must be provided with the following:

 Observation of work activities

1. Effective and appropriate forms of communications used and interactions

The students/trainees must be provided with the following:

 Observation of work activities

MODULE TITLE : PRACTICING CAREER PROFESSIONALISM

NOMINAL DURATION : 4 hours

SUMMARY OF LEARNING OUTCOMES:

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

 Personal development-social aspects: intra and

The students/ trainees must be provided with the following:

1. Competing demands are prioritized to achieve personal, team and

 Organizational Key Result Areas (KRA)