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COMPETENCY BASED LEARNING MATERIAL

Sector : TOURISM

Qualification : HOUSEKEEPING NC II

Unit of Competency : PROVIDE HOUSEKEEPING SERVICES TO GUEST

Module Title : PROVIDING HOUSEKEEPING SERVICES TO GUEST

Technical Education and Skills Development Authority


RITTC, University of Negros Occidental-Recoletos, Inc.
Bacolod City
COMPETENCY BASED LEARNING MODULE

Welcome to the Module in Providing Housekeeping Services to


Guest. This module contains training materials and activities for you to
complete.

The unit of competency “Provide Housekeeping Services to Guest”


contains knowledge, skills and attitudes required for Housekeeping NC II. It
is one of the specialized modules at National Certificate Level II. A course
which consists of competencies that a person must achieve to prepare guest
rooms, clean premises and equipment, laudry linen and guest clothes,
provide housekeeping services and provide valet services to hotels, motels,
clubs, hospitals, resorts, dormitories and luxury liners.

You are required to go through a series of learning activities in order


to complete each outcome of the module. In each learning outcome are
Information Sheets, Self-Checks, Task Sheets and Job Sheets. Follow these
activities on your own and answer the sel-check, perform the procedural
checklist at the end of each learning outcome. You may remove a blank
answer sheet at the end of each module (or get one from your
facilitator/trainer) to writeyour answer for each self-check. If you have
questions, do not hesitate to ask your facilitator for assistance.

Remember to:
• Read Information Sheets and complete the self-checks. Suggested
references are included to supplement the materials provided in this
module.
• Perform Task Sheets and Job Sheets until you are confident that
your outputs conform your Performnce Criteria Checklist tht follow the
sheets.
• Submit outputs of the Task Sheets and Job Sheets to your trainer
for evaluation and recording in the Accomplishment Chart. Outputs shall
serve as your portfolio during Institutional Competency Evaluation. When
you are confident that you have had sufficient practice, ask your trainer to
evaluate you. The results of your assessment nwill be recorder in your
Progress Chart and Accomplishment Chart.
You must pass the Institutional Competency Evaluation for this
competency before moving to another competency. A Certificate of
Achievement will be awarded to you after passing the evaluation. You need
to complete this module before you can perform the module on Preparing
Rooms for Guests.

Date Document No
RITTC, HOUSEKEEPING NC II Developed:5/27/19
UNO-R Provide Housekeeping Issued by:
Services to Guest Developed by: Page 1 of
Mario G. Caro, LPT
MODULE CONTENT
Qualification : 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 knowledge, skills and attitudes in
providing general housekeeping services to guest. It also dwells the
importance of handling guest requests, handling guest inquiries, and
handling problems related to housekeeping.

NOMINAL DURATION: 50 hours

LEARNING OUTCOMES
At the end of the module, you MUST be able to:
LO1. Receive/Handle housekeeping requests
LO2. Provide Service housekeeping request
LO3. Advise guest on room and housekeeping equipment
LO4. Liaise with other departments

DEFINITION OF TERMS
TERM EXPLANATION

are supplies like dental kit, bath soap, vanity kit,


Amenities et. That add to guest comfort and convenience.

Do not Disturb (DND) a room status indicating that a room should not be
entered and cleaned because guests do not want to
be disturbed.

Early maid Service a room status term indicating that guests had
reserved or had requested that their room be
cleaned as soon as possible.

Forms document that serves as evidence in a specific


incident, situation, and happening.

House Rules set of rules strictly implemented and is designed to


be followed for discipline and safety.

Date Document No
RITTC, HOUSEKEEPING NC II Developed:5/27/19
UNO-R Issued by:
Provide Housekeeping Developed by: Page 2 of
Services to Guest Mario G. Caro, LPT

Intrapersonal skills is also called personal skills. These are the


abilities and talents that exist within one person
which aids him or her in problem solving.

Interpersonal skills is also called people skills. These are the skills we
use in communicating and interacting with
people.

Organizational Chart a schematic depiction of relationship of jobs.

Professionalism are traits needed in the work place which includes


specialized skills, good judgment, and polite
behavior of a person who is trained to perform
one’s job.

Learning Outcome No. 1 Receive/ Handle housekeeping requests

CONTENTS:
• Discuss implementing hotel codes, rules, and regulations
• Explain the different skills a good housekeeper needs such as
interpersonal and intrapersonal skills
• Identify and describe the basic functions of each personnel in the
Housekeeping department
• Discuss the nature and scope of guestroom cleaning, care, and
Maintenance
• Enumerate bedroom and bathroom amenities offered in a hotel
• Distinguish procedures in conducting room check, turn down
service, and make up of beds
• Demonstrate proper handling of guest’s requests in housekeeping
and following the hotel safety and security standards

Date Document No
RITTC, HOUSEKEEPING NC II Developed:5/27/19
UNO-R Issued by:
Developed by:
Provide Housekeeping Mario G. Caro, LPT Page 3 of
Services to Guest

ASSESSMENT CRITERIA
1.1 Guest/staff housekeeping requests and service delivery are
accepted and recorded in accordance to enterprise policies and
pocedures.
1.2 Details of request made are confirmed and noted in accordance
with enterprise procedure.
1.3 Apologies are made when a request has arisen from a delayed
delivery of service.
1.4 Request not related to housekeeping are referred to apropriate
Department.

CONDITIONS
Sudent/trainee must be provided with the following:
Tools Equipment Materials and Supplies
Tapes Telephone Pen and paper
Brochures/Manuals Computer Housekeeping/FO forms
Guest folio/Guest list Shower (hot & cold) Operating manuals
Caution sign Refrigerator Room supplies and
Electic fan amenities
Air conditioning unit
Shelves
Alarm clock
Television
Video player

METHODOLOGY
• Modular (self-paced) • Electronic learning
• Lecture • Discussion
• Demonstration • Film Viewing

ASSESSMENT METHOD
• Oral examination • Written examination
• Performance Test • Interview (oral/questionnaire)
• Demonstration of Practical Skills
Date Document No
RITTC, HOUSEKEEPING NC II Developed:5/27/19
UNO-R Provide Housekeeping Issued by:
Services to Guest Developed by: Page 4 of
Mario G. Caro, LPT

LEARNING EXPERIENCES/ACTIVITIES

Learning Outcome No. 1: Identify and perform different housekeeping


Services

Learning Activities Special Instructions


1. Read information sheet 1.1-1