CBC Tesda New Format HK Long

TESDA-OP CO-01-F11
(Rev.No.00-03/08/17)
COMPETENCY-BASED CURRICULUM
A. Course Design
Course Title: HOUSEKEEPING

Nominal Duration: 436 hours
Qualification Level: NC II
Course Description: This course consists of competencies that a person
must achieve to prepare guest rooms, clean public
areas and equipment, provide housekeeping services,
provide valet services, handle intoxicated guest, and
laundry linen and guest clothes to a range of
accommodation services.
Trainee Entry Requirements :
Trainees or students who wish to enter this course should possess

the following requirements:
 can communicate in English both oral and written;

 can perform basic mathematical computation.
Page 1
BLUERIDGE PACIFIC INSTITUTE INC – HK NC II 2017
Course Structure
BASIC COMPETENCIES
Number of Hours : 18
Unit of Nominal
Module Title Learning Outcomes Duration
Competency
(in hours)
1.1 Obtain and convey

workplace information
1.2 Speak English at a basic
1. Participate in 1 Participating in operational level 4
workplace workplace 1.3 Participate in workplace
communication communication meeting and discussion
1.4 Complete relevant work
related documents
2.1 Describe team role and
scope
2.2 Identify own role and
responsibility within the 4
team
2. Work in team 2. Working in team 2.3 Work as a team member
environment environment 2.4 Work effectively with
colleagues
2.5 Work in socially diverse
environment
3.1 Integrate personal

objectives with
organizational goals 2
3. Practice career 3. Practicing career 3.2 Set and meet work
professionalism professionalism priorities
3.4 Maintain professional
growth and
development
4.1 Identify hazards and risks
4.2 Evaluate hazard and risks
4. Practice 4. Practicing 4.3 Control hazards and risks
occupational occupational health 4.4 Maintain occupational 8
health and and safety health and safety
safety procedures awareness
procedures 4.5 Perform basic first-aid
procedures
Page 2
Course Structure cont.
COMMON COMPETENCIES
Nominal
Unit of
Competency
(in hours)
1.1 Seek information on the industry
1.2 Update industry knowledge
1. Develop 1.Developing 1.3 Develop and update local 2
and update and updating knowledge
industry industry 1.4 Promote products and
knowledge knowledge services to customers
2. Observe 2. Observing 2.1 Follow hygiene procedures

workplace workplace 2.2 Identify and prevent hygiene 2
hygiene hygiene Risk
procedures procedures
3.1 Plan and prepare task to be
undertaken
3.2 Input data into a computer
3. Perform 3. Performing 3.3 Assess information using 8
computer computer computer
operations operations 3.4 Produce/ output data using
computer system
3.6 Maintain computer equipment and
system
4.1 Follow workplace procedures for
health, safety and security
practices
4.2 Perform child protection duties 4
4. Perform .4. Performing relevant to the tourism industry
workplace workplace 4.3 Observe and monitor people
and safety and safety 4.4 Deal with emergency situations
practices practices 4.5 Maintain safe personal
presentation standards
4.6 Maintain a safe and secure
Workplace
5.1 Greet customer
5.2 Identify needs of customers
5.3 Deliver service to customer
5. . Provide 5. .Providing 5.6 Handle queries through use of 4
effective effective common business tools and
customer customer technology
service service 5.5 Handle complaints/conflict
situations, evaluation and
recommendations
Page 3
Course Structure cont.
CORE COMPETENCIES
Nominal
Unit of
Competency (in hours)
1.1 Receive housekeeping requests
1. Provide 1.Providing
1.2 Provide/Service housekeeping
Housekeeping Housekeeping
requests 80
Services to Services to
1.3 Provide advice to guest
Guests Guests
1.4 Liaise with other departments
2.1 Set up equipment and trolleys
2. Clean and 2.Cleaning and
2.2 Access rooms for servicing
Prepare Preparing
2.3 Make up beds 120
rooms for rooms for
2.4 Clean and clear rooms
incoming incoming
2.5 Clean and store trolleys and
guests guests
equipment
3.1 Provide valet services to guests
3.Providing
3. Provide Valet/ 3.2 Display professional valet 40
Valet/Butler
Butler Service standards
Service
3.3 Care for guest property
4.1 Collect laundry for laundering
4. Laundry 4.Laundrying
functions
Linen and Linen and
4.2 Perform laundering functions 60
Guest Guest
4.3 Process laundered item
Clothes Clothes
4.4 Return laundered item
5.1 Select and set up equipment and
5. Clean public 5.Cleaning materials
areas, public areas, 5.2 Apply cleaning technique 80
facilities and facilities and 5.3 Clean dry and wet areas
equipment equipment 5.4 Maintain and store cleaning
equipment and chemicals
6. Deal with/ 6.Deal with/
handle handle 6.1 Determine the level of intoxication
intoxicated intoxicated 6.2 Apply appropriate procedures 20
guests guests 6.3 Comply with legislation
Page 4
Resources:
List of recommended tools, equipment and materials for the training of

25 trainees for Housekeeping NC II.
TOOLS EQUIPMENT
QTY ITEM QTY ITEM

5 pcs. Mops 1 unit Projector Screen
5 pcs. Brushes 1 unit Overhead Projector
5 pcs. Brooms 2 unit Electric Fan
5 pcs. Buckets 1 pc. First Aid Cabinet
5 pcs. Dust Pans 1 pc. Instructor’s desk/ chairs
2 pcs. Garbage Receptacles 3 pcs. Fire Extinguisher
5 pcs. Sorting Baskets/Laundry Baskets 2 pcs. Emergency Light
1 pc. Step Ladder 2 pcs Directional Signage
2 pcs. Squeegee 2 units Air Conditioner
2 pcs. Water Hoses 25 pcs. Armed Chairs
10 pcs. Lint-Free Cleaning Cloths 1 unit Telephone
10 pcs Scrubbing Foam 1 unit Computer
10 pcs Dish Sponges 1 unit TV
5 pcs. Spray Bottles 1 unit Video Player
5 pcs. Anti-Static Dusters 1 unit Fax Machine
25 pcs. Gloves 1 unit Refrigerator
5 pcs. Caution Signs 1 unit Hairdryer
2 pcs. Mop Squeezer 1 pc. Alarm Clock
1 pc. Shelving
MATERIALS 1 pc. Cart
QTY ITEM 1 pc. Trolley
2 reams Bond Paper 1 unit Coffee Maker
25 pcs. Folders 1 unit Electric Kettle
1 pc. Logbook 1 unit Electric Jug
1 box Transparency Acetate 1 unit Toilet Caddy
2 pcs. White Board 1 unit Carpet Sweeper
5 pcs. Whiteboard Markers 1 unit Vacuum Cleaner (dry and wet)
2 pcs. Whiteboard Erasers 1 unit Polisher (electric, with complete
accessories)
5 pcs. Marking Pen 1 unit Washers
2 pcs. Stationery 1 unit Dryers
2 sets Linen (for single bed) 1 unit Flat Iron
Page 5
TOOLS EQUIPMENT
QTY ITEM QTY ITEM

2 sets Linen (for double bed) 1 pc. Ironing Board
1 set Glassware 1 pc. Steam Pressers
1 set Cutlery 1 pc. Sorting Shelves
1 pack Tea 1 unit Dry Cleaning Machine
1 pack Coffee
1 pack Sugar Cleaning Agents
1 pack Powdered Milk 5 Liters Cleaning Detergent
1 pack Biscuits 5 Liters Liquid Detergent
1 unit Bed (Single) 5 Liters Cleaning Solution
1 unit Bed (Queen) 5 Liters Sanitizing Agents
1 pc. Holy Bible 5 Liters Fabric Softener
2 pairs Slippers 5 Liters Chlorine Beach
5 pcs. Flashlight 5 Liters All-Purpose Detergent
1 set Light Fittings 5 Liters Stain-Removing Agents
1 pc. Mirrors 2 units Furniture and Floor Polishers
5 pcs. Wardrobes 5 cans Air Freshener
5 pcs. Hangers 5 cans Pesticides
2 pcs. Ashtrays 5 pcs. Deodorizers
5 per item Variety of linen, clothing items, and 5 Liters Toilet Disinfectant
fabrics
Discretionary Supplies Protective Clothing

5 pcs. Fruits (assorted) 5 pcs. Overalls
5 cans Beverages (assorted) 5 pcs. Jackets
5 pcs. Chocolates (assorted) 25 pcs. Aprons
15 pcs. Goggles
Training Resources/Materials 25 pcs. Masks
25 pcs. Enterprise Promotional Materials 25 pcs. Headwear
25 pcs. Local Tourist Information 10 pcs. Waterproof Clothing and
Footwear
5 pcs. Magazines
5 pcs. Newspapers
2 pcs. Lodging Agreement
Housekeeping Textbooks/References
Page 6
TRAINING FACILITIES : HOUSEKEEPING NC II
Based on the class intake of 25 students/trainees, the following are necessary:
Area in Sq. Total Area in Sq.

Space Requirement Size in Meters
Meters Meters
Lecture 8 x 5 m. 40 sq. m. 40 sq. m.
Demo/Mock/ Room 4 x 6 m. 24 sq. m. 24 sq. m.

Learning Resource Center
3 x 5 m. 15 sq. m. 15 sq. m.
Facilities/Equipment/
24 sq. m.
Circulation Area
Total workshop area: 114 sq. m.
TRAINER’S QUALIFICATIONS
 Must be a holder of National TVET Trainer Certificate I (TM I and NC)

 Must be physically and mentally fit
 Must have at least 2 years relevant job/industry experience
Page 7
MODULES
OF
INSTRUCTIONS
Page 8
Modules of Instruction
BASIC COMPETENCIES
UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

MODULE TITLE: PARTICIPATING IN WORKPLACE COMMUNICATION
This module covers the knowledge, skills and attitudes

MODULE DESCRIPTOR:
required to obtain, interpret and convey information in
response to workplace requirements.
NOMINAL DURATION: 4 hours
SUMMARY OF LEARNING OUTCOMES:
LO 1. Obtain and convey workplace information

LO 2. Participate in workplace meetings and discussions
LO 3. Complete relevant work related documents
Details of Learning Outcomes:
LO1 . Obtain and convey workplace
Assessment Assessment
Contents Conditions Methodology
Criteria Methods
1.1 Specific and

relevant 1.1 Effective communication
information is 1.2 Different modes of
accessed communication
from 1.3 Written communication
appropriate 1.4 Organizational policies
sources 1.5 Communication The following
1.2 Effective procedures and resources
questioning , systems 1. Direct
MUST be 1 Group
active 1.6 Technology relevant to provided:
Observation
discussion
listening and the enterprise and the
speaking individual’s work 1. Fax 2. Oral
skills are responsibilities machine 2.Interaction
2. Telephone
interview
used to 1.7 Follow simple spoken and written
gather and language 3. Writing 3. Practice
materials test
convey 1.8 Perform routine session
information workplace duties 4. Internet
1.3 Appropriate following simple written
medium is notices
used to 1.9 Participate in workplace
transfer meetings and
information discussions
and ideas 1.10 Complete work related
1.4 Appropriate
non- verbal
Contents Conditions Methodology
Criteria Methods
documents
communication 1.11 Estimate, calculate and
Page 9
is used
1.5Appropriate
lines of record routine workplace
communication measures
with supervisors 1.12 Basic mathematical
and colleagues processes of addition,
are identified and subtraction, division and
followed multiplication
1.6Defined 1.13 Ability to relate to people of
workplace social range in the
procedures for workplace
the location and 1.14 Gather and provide
storage of information in
information are response to
used workplace
1.7 Personal requirement
interaction is
carried out clearly
LO2 . Speak English at a basic operational level
Assessment
Assessment Criteria Contents Conditions Methodology
Methods
1. Simple conversations 1 Effective The following 1 Group 1. Direct
on familiar topics communication resources discussion Observation
with work colleagues 2. Different modes of MUST be
is participated communication provided:
2. Simple verbal 3 Written 2. Interaction 2. Oral
1. Fax interview and
instructions or communication
machine 3. Practice
requests are 4. Organizational written test
2. Telephone session
responded to policies
3. Writing
3. Simple requests are 5. Communication
materials
made procedures and
4. Internet
4. Routine procedures systems
are described 6. Technology
5. Likes, dislikes and relevant to the
preferences are enterprise and the
expressed individual’s work
6. Different forms of responsibilities
expression in English 7. Follow simple
is identified spoken language
8. Perform routine
workplace duties
following simple
written notices
9 Participate in
workplace
meetings and
discussions
10. Complete work
related documents
11. Estimate,
calculate and
record routine
workplace
measures
12. Basic
mathematical
processes of
addition,
subtraction,
division and
multiplication
13. Ability to relate to
people of social
range in the
workplace
14. Gather and
provide
Page 10
information in
response to
workplace
requirement
LO3 . Participate in workplace meetings and discussions
Assessment
Assessment Criteria Contents Conditions Methodology
Methods
1 Effective
communication
2. Different modes of
communication
3 Written
communication
4. Organizational
policies
5. Communication
procedures and
systems
1.Team meetings are 6. Technology
attended on time relevant to the
2. Own opinions are enterprise and the
clearly expressed individual’s work
and those of others responsibilities
are listened to 7. Follow simple
without interruption spoken language
3. Meeting inputs are 8. Perform routine
consistent with the workplace duties The following
meeting purpose following simple resources
and established written notices MUST be 1 Group 1. Direct
protocols 9 Participate in provided: Observation
discussion
4. Workplace workplace
interactions are meetings and 1. Fax
conducted in a discussions machine 2. Interaction 2. Oral
courteous manner 10. Complete work 2. Telephone interview and
5. Questions about related documents 3. Writing 3. Practice written test
simple routine 11. Estimate, materials session
workplace calculate and 4. Internet
procedures and record routine
matters concerning workplace
working conditions of measures
employment are 12. Basic
tasked and mathematical
responded to processes of
6. Meetings outcomes addition,
are interpreted and subtraction,
implemented division and
multiplication
people of social
range in the
workplace
14. Gather and
provide
information in
response to
workplace
requirement
LO4. Complete relevant work related documents
Conditio Assessment
Assessment Criteria Contents Methodology
Methods
ns
1. Range of forms 1 Effective The following 1 Group 1. Direct
relating to conditions communication resources discussion Observation
of employment are 2. Different modes of MUST be
Page 11
communication
3 Written
communication
4. Organizational
policies
5. Communication
procedures and
systems
6. Technology
relevant to the
enterprise and the
completed individual’s work
accurately and responsibilities
legibly 7. Follow simple
2. Workplace data are spoken language
recorded on 8. Perform routine
standard workplace workplace duties
forms and following simple
documents written notices
3. Basic mathematical 9 Participate in provided:
processesare used workplace
for routine 1. Fax
meetings and
calculations machine
discussions 2. Oral
4. Errors in recording 2. Telephone
10. Complete work 2. interview and
information on 3. Writing
related documents Interaction written test
forms/ documents materials
11. Estimate,
are identified and 4. Internet
calculate and
properly acted upon
record routine
5. Reporting
workplace
requirements to
measures
supervisor are
12. Basic
completed according
mathematical
to organizational
processes of
guidelines
addition,
subtraction,
division and
multiplication
people of social
range in the
workplace
14. Gather and
provide
information in
response to
workplace
requirement
BASIC COMPETENCIES
Cont.
Page 12
--------------------------------
UNIT OF COMPETENCY: WORK IN TEAM ENVIRONMENT

MODULE TITLE: WORKING IN TEAM ENVIRONMENT
MODULE DESCRIPTOR: This module covers the skills, knowledge and attitudes to
identify role and responsibility as a member of a team.
LO1 Describe team role and scope
LO 2 . LO2 Identify own role and responsibility within team
LO3 Work as a team member
LO4 Work effectively with colleagues
LO5 Work in a socially diverse environment
Modules of Instructions
Basic Competencies
Cont.
--------------------------------
Page 13
LO1 . Describe team role and scope
Contents Conditions Methodologies
Criteria Methods
1 . Observtion
1. The role and 1. Communication of the
objective of process The following MUST 1.Group individual
the team is be provided : Discussion member in
identified from 2. Team structure relation to the
available 1. Access to relevant
workplace or 2. Interaction work activities
sources of 3. Team roles of the group
information appropriately
simulated 2. Observation
4. Group planning and
environment of simulation
2. Team decision making
parameters,
where and or role
assessment can play involving
reporting 5. Communicate take place.
relationships appropriately, the
and consistent with the participation of
2. Materials
responsibilities culture of the individual
relevant to the
are identified workplace proposed member to the
from team activity or tasks attainment of
discussions organizational
and goal
appropriate 3. Case studies
external and scenarios
sources. as a basis for
discussion of
issues and
strategies in
teamwork.
LO2 . Identify own role and responsibility within team
Criteria Methods
Page 14
1 . Observtion of
1. Individual role 1. Communication the individual
and process The following 1.Group member in
responsibilities MUST be Discussion relation to the
within the 2. Team structure provided :
work activities of
team 2. Interaction the group
environment 3. Team roles 1. Access to
relevant 2. Observation of
are identified
workplace or simulation and or
4. Group planning
appropriately role play involving
2. Roles and and decision making
responsibility
simulated the participation
environment of individual
of other team 5. Communicate where
members are appropriately, member to the
assessment attainment of
identified and consistent with the can take place.
recognized culture of the organizational
workplace 2. Materials goal
3. Reporting relevant to the 3. Case studies
relationships proposed and scenarios as a
within team activity or basis for
and external to tasks discussion of
team are issues and
identified. strategies in
teamwork.
LO3. Work as a team member
Criteria Methods
1 . Observtion of
1. Effective and 1. Communication the individual
appropriate process The following MUST 1.Group member in
forms of be provided : Discussion relation to the
communications 2. Team structure work activities of
used and 1. Access to relevant
workplace or 2. Interaction the group
interactions 3. Team roles 2. Observation of
undertaken with appropriately
simulated simulation and or
team members 4. Group planning
environment role play involving
who contribute and decision
to known team making
where the participation
assessment can of individual
activities and take place.
objectives 5. Communicate member to the
appropriately, attainment of
2. Materials relevant
2. Effective and consistent with organizational
to the proposed
appropriate the culture of the activity or tasks goal
contributions workplace 3. Case studies
made to and scenarios as a
complement basis for
team activities discussion of
and objectives, issues and
based on strategies in
individual skills teamwork.
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
Page 15
understanding
of team’s role
and objectives
and individual
competencies
of the
members.
LO4 . Work effectively with colleagues
Criteria Methods
1 . Observtion of
1. Information is 1. Communication the individual
communicated process The following 1.Group member in
clearly and in MUST be Discussion relation to the
concise manner 2. Team structure provided :
work activities of
using 2. Interaction the group
appropriate 3. Team roles 1. Access to
communication
techniques 4. Group planning
2. Relationships and decision making
are established
and maintained 5. Communicate where
effectively with appropriately, member to the
colleagues consistent with the can take place.
3. Work activities culture of the organizational
are performed workplace 2. Materials goal
within the relevant to the 3. Case studies
team to proposed and scenarios as a
ensure activity or basis for
achievement tasks discussion of
of team goals issues and
strategies in
teamwork.
LO5 . Work in socially diverse environment
Assessment Contents Conditions Methodologies Assessment
Page 16
Criteria Methods
1 . Observtion of
1. Customers and 1. Communication the individual
colleagues process The following 1.Group member in
from diverse MUST be Discussion relation to the
backgrounds 2. Team structure provided :
work activities of
are 2. Interaction the group
communicated 3. Team roles 1. Access to
with, in all
verbal and 4. Group planning
non-verbal and decision making
forms
5. Communicate where
2.Cross cultural appropriately, member to the
misunderstand consistent with the can take place.
ings are dealth culture of the organizational
with, taking workplace 2. Materials goal
account of relevant to the 3. Case studies
cultural proposed and scenarios as a
consideration activity or basis for
tasks discussion of
issues and
strategies in
teamwork.
BASIC COMPETENCIES
Cont.
Page 17
--------------------------------
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
LO 1. Integrate personal objectives with organizational goals

LO 2. Set and meet work priorities
LO 3. Maintain professional growth and development
LO1 . Integrate personal objectives with organizational goals
Criteria Methods
1. Personal growth 1.Work values and 1. Portfolio

and work plans ethics (code of The following 1.Group assessment
are pursued conduct , code of MUST be
Discussion
towards ethics, etc.) provided :
2. Interview
improving the 2. Interaction
qualifications set 2. Company policies 1. Workplace or
assessment 3. Simulation/
for the profession 3. Company
location. Role plays
operations,
2. Intra and procedures and
2. Case studies 4. Observation
interpersonal standards
and scenarios
relationships are 4. Fundamental rights
maintained in the at work including 5. Third party
course of gender sensitivity reports
managing oneself 5. Personal hygiene
based on practices 6.Exams and
performance 6. Appropriate practice Tests
evaluation of personal hygiene
3. Commitment to the 7. Intra and
organization and interpersonal skills
its goal is 8. Communication
demonstrated in skills
the performance
of duties
Basic Competencies
Cont.
Page 18
--------------------------------
LO2 . Set and meet work priorities
Criteria Methods
1 . Compeling 1.Work values and 1. Portfolio

demands are ethics (code of The following 1.Group assessment
prioritized to conduct , code of MUST be Discussion
achieve personal, ethics, etc.) provided :
2. Interview
team and 2. Company policies 2. Interaction
organizational 3. Company 1. Workplace or
goals and operations,
objectives procedures and
2. Resources are standards
utilized efficiently 4. Fundamental rights
and scenarios
and effedtively to at work including
manage work gender sensitivity 5. Third party
priorities and 5. Personal hygiene reports
commitments practices
3. Practices along 6. Appropriate practice 6.Exams and
economic use of personal hygiene Tests
and maintenance 7. Intra and
of equipment and interpersonal skills
facilities are 8. Communication
followed as per skills
established
procedures
LO3 . Maintain professional growth and development
Criteria Methods
1. Trainings and 1.Work values and 1. Portfolio

career ethics (code of The following 1.Group assessment
opportunities are conduct , code of MUST be
Discussion
identified and ethics, etc.) provided :
2. Interview
availed of based 2. Company policies 2. Interaction
on job 3. Company 1. Workplace or
requirements operations,
2. Recognitions are procedures and
sought/received standards
and 4. Fundamental rights
and scenarios
demonstrated as at work including
proof of career gender sensitivity 5. Third party
advancement 5. Personal hygiene reports
3. Licenses and/or practices
certifications 6. Appropriate practice 6.Exams and
relevant to job of personal hygiene Tests
and career are 7. Intra and
obtained and interpersonal skills
renewed. 8. Communication
skills
Basic Competencies
Cont.
--------------------------------
Page 19
PRACTICE OCCUPATIONAL HEALTH AND SAFETY
UNIT OF COMPETENCY:
PROCEDURES
PRACTICING OCCUPATIONAL HEALTH AND

MODULE TITLE :
SAFETY PROCEDURES
This module covers the outcomes required to comply

MODULE DESCRIPTOR:
with regulatory and organizational requirements for
occupational health and safety
LO 1 . Identify hazards and risk
LO 2. Evaluate hazards and risks

LO 3. Control hazards and risks
LO 4. Maintain occupational health and safety awareness
LO 5 . Perform basic first-aid procedures
Basic Competencies
Cont.
Page 20
--------------------------------
LO1. Identify hazards and risks
Criteria Methods
1. Safety regulations 1.OHS procedures 1. Portfolio

and workplace and practices and The following 1. Discussion assessment
safety and regulations MUST be
hazards control 2. PPE types and provided : 2. Plant Tour 2. Interview
practices and are uses
clarified and 3. Personal hygiene 1. Workplace or 3. Symposium 3. Case study/
explained based practices
assessment Situation
on organization 4.Hazards/risks
location.
procedures identification and
2. Hazards/risks in control
the workplace 5. Threshold Limit 2. OHS
and their Value (TLV) personal
corresponding 6. OHS indicators records
indicators are 7. Organization safety
identified to and health 3. PPE
minimize or protocol
eliminate risk to 8.Safety 4. Health
co-workers, consciousness records
workplace and 9.Health
environment in consciousness
accordance with 10.First-aid
organization procedures and
procedures practices
3.Contingency 11. Practice of
measures during personal hygiene
workplace 12. Hazards/risks
accidents, fire identification and
and other control skills
emergencies are 13. Interpersonal skills
recognized and 14. Communication
established in skills
accordance with 15. Safe manual
organization handling of
procedures casualty
LO2 . Evaluate hazards and risks
Criteria Methods
Page 21
1. Terms of maximum 1. Portfolio
tolerable limits 1.OHS procedures The following 1. Discussion assessment
which when and practices and MUST be
exceeded will regulations provided : 2. Plant Tour 2. Interview
result in harm or 2. PPE types and
damage are uses 1. Workplace or 3. Symposium 3. Case study/
identified based 3. Personal hygiene
on threshold limit practices
location.
values (TLV) 4.Hazards/risks
identification and
2. Effects of the control 2. OHS
hazards are 5. Threshold Limit personal
determined. Value (TLV) records
6. OHS indicators
3. OHS issues and/or 7. Organization safety 3. PPE
concerns are and health
identified safety protocol 4. Health
hazards are 8.Safety records
reported to consciousness
designated 9.Health
personnel in consciousness
accordance with 10. First aid
workplace procedures and
requirements and practices
relevant 11. Practice of
workplace OHS personal hygiene
legislation 12. Hazards/risks
identification and
control skills
13. Interpersonal skills
14. Communication
skills
15. Safe manual
handling of
casualty
Basic Competencies
Cont.
--------------------------------
Page 22
LO3 . Control hazards and risks
Criteria Methods
1. Occupational 1. Portfolio
Health and Safety 1.OHS procedures The following 1. Discussion assessment
(OHS) procedures and practices and MUST be
for controlling regulations provided : 2. Plant Tour 2. Interview
hazards/risks in 2. PPE types and
workplace are uses 1. Workplace or 3. Symposium 3. Case study/
3. Personal hygiene
consistently assessment Situation
practices
followed location.
4.Hazards/risks
identification and
2. Procedures for control 2. OHS
dealing with 5. Threshold Limit personal
workplace Value (TLV) records
accidents, fire and 6. OHS indicators
emergencies are 7. Organization safety 3. PPE
followed in and health
accordance with protocol 4. Health
organization OHS 8.Safety records
policies consciousness
9.Health
3. Personal protective consciousness
equipment (PPE) is 10. First aid
correctly used in procedures and
accordance with practices
11. Practice of
organization OHS
personal hygiene
procedures and
12. Hazards/risks
practices identification and
control skills
4. Appropriate 13. Interpersonal skills
assistance is 14. Communication
provided in the skills
event of a 15. Safe manual
workplace handling of
emergency in casualty
accordance with
established
organization
protocol.
LO4 . Maintain OHS awareness
Criteria Methods
Page 23
1. Emergency-related 1. Portfolio
drills and 1.OHS procedures The following 1. Discussion assessment
trainings are and practices and MUST be
participated in as regulations provided : 2. Plant Tour 2. Interview
per established 2. PPE types and
organization uses 1. Workplace or 3. Symposium 3. Case study/
guidelines and 3. Personal hygiene
procedures practices
location.
4.Hazards/risks
2. OHS personal identification and
records are control 2. OHS
completed and 5. Threshold Limit personal
updated in Value (TLV) records
accordance with 6. OHS indicators
workplace 7. Organization safety 3. PPE
requirements and health
protocol 4. Health
8.Safety records
consciousness
9.Health
consciousness
10. First aid
procedures and
practices
11. Practice of
personal hygiene
12. Hazards/risks
identification and
control skills
14. Communication
skills
15. Safe manual
handling of
casualty
LO 5 . Perform basic first –aid procedures
Criteria Methods
Page 24
1. Situation is 1. Portfolio
assessed in 1.OHS procedures The following 1. Discussion assessment
accordance with and practices and MUST be
accepted practice regulations provided : 2. Plant Tour 2. Interview
2. PPE types and
2. Basic first-aid uses 1. Workplace 3. 3. Case
techniques is 3. Personal hygiene or Symposium study/
applied in practices assessmen Situation
accordance with 4.Hazards/risks t location.
established first- identification and
aid procedures control 2. OHS
and enterprise 5. Threshold Limit personal
policy Value (TLV) records
6. OHS indicators
3. Details of the 7. Organization safety 3. PPE
incident is and health
communicated in protocol 4. Health
a timely manner 8.Safety records
according to consciousness
enterprise policy. 9.Health
consciousness
10. First aid
procedures and
practices
11. Practice of
personal hygiene
12. Hazards/risks
identification and
control skills
14. Communication
skills
15. Safe manual
handling of
casualty
COMMON COMPETENCIES
UNIT OF COMPETENCY: DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

MODULE TITLE: DEVELOPING AND UPDATE INDUSTRY KNOWLEDGE
MODULE DESCRIPTOR:
Page 25
required to access, increase and update industry
knowledge. It includes information on the industry and
update industry knowledge.
LO 1. Seek information on the industry

LO 2. Update industry knowledge
LO 3. Develop and update local knowledge
LO 4. Promote products and services to customers
LO1 . Seek information on the industry
Criteria Methods
1. Sources of 1.Overview of quality 1. Interview/

information on the assurance in the The following 1. Lecture Questions
industry are industry MUST be 2. Group
correctly 2. Role of individual provided : Discussion 2. Practical
identified and staff members 3. Individual/ Demonstration
accessed. 3. Industry information 1. Sources of Group
2. Information to sources information Assignment 3. Portfolio of
assist effective 4. Time management on the 4.Field visit industry
work performance skills industry 5.Video information
is obtained in line 5. Ready skills needed presentation related to
with job to access industry 2. Industry trainee’s work
requirements information knowledge
3. Specific 6. Basic competency
information on skills needed to
sector of work is access the internet.
accessed and
updated
4. Industry
information is
correctly applied
to day-to-day
work activities
Common Competencies
Cont.
--------------------------------
LO 2 . Update industry knowledge
Page 26
Criteria Methods
1. Informal and/or 1.Overview of quality 1. Interview/

formal research is assurance in the The following 1. Lecture Questions
used to update industry MUST be 2. Group
general 2. Role of individual provided : Discussion 2. Practical
knowledge of the staff members 3. Individual/ Demonstration
industry 3. Industry information 1. Sources of Group
sources information Assignment 3. Portfolio of
2. Updated 4. Time management on the 4.Field visit industry
knowledge is skills industry 5.Video information
shared with 5. Ready skills needed presentation related to
customers and to access industry 2. Industry trainee’s work
colleagues as information knowledge
appropriate and 6. Basic competency
incorporated into skills needed to
day-to-day access the internet.
working activities
LO 3. Develop and update local knowledge
Criteria Methods
1. Local knowledge 1.Overview of quality 1. Interview/

is developed to assurance in the The following 1. Lecture Questions
assist queries on industry MUST be 2. Group
local/national 2. Role of individual provided : Discussion 2. Practical
tourism industry staff members 3. Individual/ Demonstration
3. Industry information 1. Sources of Group
2. Local knowledge is sources information Assignment 3. Portfolio of
updated using 4. Time management on the 4.Field visit industry
informal and/or skills industry 5.Video information
formal research 5. Ready skills needed presentation related to
to access industry 2. Industry trainee’s work
3. Contact with local information knowledge
communities is 6. Basic competency
maintained. skills needed to
access the internet.
Common Competencies
Cont.
--------------------------------
Page 27
LO 4. Promote products and services to customers
Criteria Methods
1. Promotional 1. Interview/
initiatives are 1.Overview of quality The following 1. Lecture Questions
described that assurance in the MUST be 2. Group
may be used to industry provided : Discussion 2. Practical
promote products 3. Individual/ Demonstration
and services 2. Role of individual 1. Sources of Group
staff members information Assignment 3. Portfolio of
2. Selling skills are on the 4.Field visit industry
applied according 3. Industry information industry 5.Video information
to customer sources presentation related to
needs. 2. Industry trainee’s work
4. Time management knowledge
skills
5. Ready skills needed

to access industry
information
6. Basic competency
skills needed to
access the internet.
MODULE OF INSTRUCTIONS
Common Competencies
Cont.
----------------------------------
UNIT OF COMPETENCY : OBSERVE WORKPLACE HYGIENE PROCEDURES
Page 28
MODULE TITLE : OBSERVING WORKPLACE HYGIENIC
PROCEDURES
This module deals with the knowledge, skills and

attitudes in observing workplace hygiene
MODULE DESCRIPTOR : procedures. It includes following hygiene
procedures and identifying and preventing
hygiene risks
NOMINAL DURATION : 2 hours
SUMMARY OF LEARNING OUTCOMES :
LO 1 : Follow hygiene procedures
LO 2 : Identify and prevent hygiene risks
Details in Learning Outcomes :
LO 1. Follow hygiene procedures
Criteria Methods
Page 29
1. Workplace 1. Typical hygiene and 1. Written
hygiene control procedures in The following 1. Lecture examination
procedures are the hospitality and MUST be 2.
implemented in tourism industries provided : Demonstration 2. Practical
line with 3. Role play Demonstration
2. Overview of
enterprise and 1. Hygiene 4. Case study
legislation and
legal procedures
regulation in relation
requirements , actual or
to food handling,
simulated
personal and general
2. Handling and workplace,
hygiene
storage of items product
are undertaken in 3. Knowledge on used in
line with factors which hotel/
enterprise and contribute to restaurant/
legal workplace hygiene tourism
requirements problems workplace
4. General hazards in
handling of food, linen
and laundry and
garbage, including
major causes of
contamination and
cross-infection
4. Sources of and
reasons for food
poisoning
5. Ability to follow
correct procedures
and instructions
6. Ability to handle
operating tools/
equipment
7. Application to
hygiene principles
8. Ability to detect dirt
and unhygienic
practices
Common Competencies
Cont.
----------------------------------
LO 2. Identify and prevent hygiene risks

Page 30
Criteria Methods
1. Potential hygiene 1. Typical hygiene and 1. Written

risks are control procedures in The following 1. Lecture examination
identified in line the hospitality and MUST be 2.
with enterprise tourism industries provided : Demonstration 2. Practical
procedures 3. Role play Demonstration
2. Overview of
1. Hygiene 4. Case study
legislation and
2. Action to minimize procedures
regulation in relation
and remove risks , actual or
to food handling,
are taken within simulated
personal and general
scope of workplace,
hygiene
individual product
responsibility of 3. Knowledge on used in
enterprise/legal factors which hotel/
requirements. contribute to restaurant/
workplace hygiene tourism
3. Hygiene risks problems workplace
beyond the 4. General hazards in
control of handling of food, linen
individual staff and laundry and
members are garbage, including
reported to the major causes of
appropriate contamination and
person for follow cross-infection
up 4. Sources of and
reasons for food
poisoning
5. Ability to follow
correct procedures
and instructions
operating tools/
equipment
7. Application to
hygiene principles
8. Ability to detect dirt
and unhygienic
practices
Common Competencies
Cont.
----------------------------------
Page 31
UNIT OF COMPETENCY : PERFORM COMPUTER OPERATIONS
MODULE TITLE : PERFORMING COMPUTER OPERATIONS

and values needed to perform computer
MODULE DESCRIPTOR : operations which includes inputting , accessing,
producing and transferring data using the
appropriate hardware and software
LO 1 : Plan and prepare for task to be undertaken
LO 2 : Input data to the computer
LO 3. Access information using computer
LO 4. Produce/output data using computer system
LO 5 . Maintain computer equipment and systems
Common Competencies
Cont.
----------------------------------
Page 32
LO 1. Plan and prepare for tasks to be undertaken
Criteria Methods
1. Basic ergonomics of
1. Requirements of keyboard and 1.
task are computer use The following 1. Lecture Observation
2. Main types of MUST be 2. Group
determined computers and basic
2. Appropriate features of different
provided : Discussion 2.
hardware and operating systems 3. Tutorial or Questioning
software is 3. Main parts of a 1. Computer self-pace
selected according computer hardware 4. 3. Practical
to task assigned 4. Storage devices and with Demonstration Demonstration
basic categories of peripherals
and required
memory 5. Practice
outcome 5. Relevant types of 2. Appropriate session
3. Task is planned to software software
ensure OHS 6. General security
guidelines and 7. Viruses
procedures are 8. OHS principles and
responsibilities
followed
9. Calculating computer
capacity
10. Reading skills
required to interpret
work instruction
11. Communication skills
LO 2. Input data into computer
Criteria Methods
Page 33
1. Data are entered keyboard and 1.
into the computer computer use The following 1. Lecture Observation
using appropriate computers and basic
program/applicatio features of different
n in accordance operating systems 3. Tutorial or Questioning
with company 3. Main parts of a 1. Computer self-pace
procedures computer hardware 4. 3. Practical
2. Accuracy of 4. Storage devices and with Demonstration Demonstration
information is
memory 5. Practice
checked and 5. Relevant types of 2. Appropriate session
information is software software
saved in 6. General security
accordance with 7. Viruses
standard operating 8. OHS principles and
responsibilities
procedures
3. Inputted data are capacity
stored in storage 10. Reading skills
media according to required to interpret
requirements work instruction
4. Work is performed 11. Communication skills
within ergonomic
guidelines.
LO 3. Access information using computer
Criteria Methods
1. Correct keyboard and 1.
program/application computer use The following 1. Lecture Observation
is selected based
computers and basic
on job requirements features of different
2.Program/application operating systems 3. Tutorial or Questioning
containing the 3. Main parts of a 1. Computer self-pace
information required computer hardware 4. 3. Practical
is accessed 4. Storage devices and with Demonstration Demonstration
according to
memory 5. Practice
company procedures 5. Relevant types of 2. Appropriate session
3. Desktop icons are software software
correctly selected, 6. General security
opened and closed 7. Viruses
for navigation 8. OHS principles and
responsibilities
purposes
4. Keyboard echniques capacity
are carried out in line 10. Reading skills
with OHS required to interpret
requirements for work instruction
safe use of 11. Communication skills
keyboards
LO 4 : Produce/output data using computer system
Criteria Methods
Page 34
1. Entered data are keyboard and 1.
processed using computer use The following 1. Lecture Observation
appropriate computers and basic
software features of different
commands operating systems 3. Tutorial or Questioning
2. Data are printed 3. Main parts of a 1. Computer self-pace
out as required computer hardware 4. 3. Practical
using computer 4. Storage devices and with Demonstration Demonstration
hardware/peripher
memory 5. Practice
al devices in 5. Relevant types of 2. Appropriate session
accordance with software software
standard operating 6. General security
procedures 7. Viruses
3. Files and data are 8. OHS principles and
transferred between responsibilities
compatible systems
capacity
using computer 10. Reading skills
software, hardware/ required to interpret
peripheral devices work instruction
in accordance with 11. Communication skills
standard operating
procedures
LO 5 : Maintain computer equipment and systems
Criteria Methods
1.Systems for keyboard and 1.
cleaning, minor computer use The following 1. Lecture Observation
maintenance and
computers and basic
replacement of features of different
consumables are operating systems 3. Tutorial or Questioning
implemented 3. Main parts of a 1. Computer self-pace
2.Procedures for computer hardware 4. 3. Practical
ensuring security of 4. Storage devices and with Demonstration Demonstration
data, including
memory 5. Practice
regular back-ups 5. Relevant types of 2. Appropriate session
and virus checks are software software
implemented in 6. General security
accordance with 7. Viruses
standard operating 8. OHS principles and
responsibilities
procedures
3. Basic file capacity
maintenance 10. Reading skills
procedures are required to interpret
implemented in work instruction
line with the 11. Communication skills
standard operating
procedures
4. Document systems
are maintained
Common Competencies
Cont.
----------------------------------
Page 35
UNIT OF COMPETENCY : PERFORM WORKPLACE AND SAFETY PROCEDURES
MODULE TITLE : PERFORMING WORKPLACE AND SAFETY

PROCEDURES

attitudes in following health, safety and security
MODULE DESCRIPTOR : practices. It includes dealing with emergency
situations and maintaining safe personal
presentation standards
LO 1. Follow workplace procedures for health, safety and security

practices
LO 2 : Perform child protection duties relevant to the tourism industry
LO 3 : Observe and monitor people
LO 4 : Deal with emergency situations
LO 5 : Maintain safe personal presentation standards
LO 6 : Maintain a safe and secure workplace
Common Competencies
Cont.
----------------------------------
Page 36
LO 1. Follow workplace procedures for health, safety and security practices
Criteria Methods
1. Communication
1. Correct health, 1.1 Interactive 1. Written
safety and security communication with The following 1. Lecture examination
others should be
procedures are
1.2 Interpersonal provided : 2. 2. Practical
followed in line skills
with legislation, 1.3 Good working
Demonstration Demonstration
regulations and attitude 1. Procedures
enterprise 1.4 Ability to work Manual on 3. Role-play 3. Interview
procedures quietly; with safety,
cooperation; patience, security, 4. Simulation
carefulness, health and
2. Breaches of cleanliness and emergency
health, safety and aesthetic values
security 1.5 Ability to focus on 2.Availability
procedures are task at hand
of tools,
identified and 2. Systems, Processes
and Operations equipment,
reported in line supplies and
2.1 Workplace health,
with enterprise safety and security materials
procedure procedures
2.2 Emergency
3. Suspicious procedures
behavior or 2.3 Personal
unusual presentation
3. Safety Practices
occurrence are
3.1 Proper disposal of
reported in line garbage
with enterprise 3.2 Practice safety
procedure measures
3.3 5S Implementation
4. Child protection duties
relevant to tourism
industry
4.1 Rules,
regulations, policies
and laws
5. Ability to make
decision
6. Time management
7. Ability to offer
alternative steps
8. Care in handling and
operating equipment
9. Ability to use
observation and
monitoring techniques
LO 2 : Perform child protection duties relevant to the tourism industry
Criteria Methods
1. Communication
Page 37
1. Issue of sexual 1.1 Interactive 1. Written
exploitation of communication with The following 1. Lecture examination
children is identified others should be
skills
2. National, regional 1.3 Good working
and international attitude 1. Procedures
Actions are 1.4 Ability to work Manual on 3. Role-play 3. Interview
described to quietly; with safety,
prevent the sexual cooperation; patience, security, 4. Simulation
exploitation of cleanliness and emergency
children aesthetic values
1.5 Ability to focus on 2.Availability
3. Actions that can be task at hand
2. Systems, Processes
of tools,
taken in the equipment,
workplace are and Operations
2.1 Workplace health, supplies and
described to materials
safety and security
protect children procedures
from sexual 2.2 Emergency
exploitation. procedures
2.3 Personal
presentation
3. Safety Practices
garbage
3.2 Practice safety
measures
relevant to tourism
industry
4.1 Rules,
and laws
5. Ability to make
decision
6. Time management
7. Ability to offer
alternative steps
operating equipment
9. Ability to use
observation and
Common Competencies
Cont.
----------------------------------
LO 3 : Observe and monitor people
Page 38
Criteria Methods
1. Communication
1. Areas and people 1.1 Interactive 1. Written
who require communication with The following 1. Lecture examination
others should be
observation and
monitoring is skills
prepared 1.3 Good working
2. Observation and attitude 1. Procedures
monitoring 1.4 Ability to work Manual on 3. Role-play 3. Interview
activities are quietly; with safety,
implemented cooperation; patience, security, 4. Simulation
3. Apprehension of cleanliness and emergency
offenders are aesthetic values
determined 1.5 Ability to focus on 2.Availability
4. Offenders are task at hand
of tools,
arrested equipment,
according to and Operations
enterprise safety and security materials
procedures procedures
5. Administrative 2.2 Emergency
responsibilities are procedures
fulfilled 2.3 Personal
presentation
3. Safety Practices
garbage
3.2 Practice safety
measures
relevant to tourism
industry
4.1 Rules,
and laws
5. Ability to make
decision
6. Time management
7. Ability to offer
alternative steps
operating equipment
9. Ability to use
observation and
LO 4 : Deal with emergency situations
Criteria Methods
1. Communication
Page 39
1. Emergency and 1.1 Interactive 1. Written
potential communication with The following 1. Lecture examination
others should be
emergency
situations are skills
recognized and 1.3 Good working
appropriate action attitude 1. Procedures
are taken within 1.4 Ability to work Manual on 3. Role-play 3. Interview
individual’s scope quietly; with safety,
of responsibility cooperation; patience, security, 4. Simulation
2. Emergency
cleanliness and emergency
procedures are aesthetic values
followed in line 1.5 Ability to focus on
with enterprise 2.Availability
task at hand
procedures 2. Systems, Processes
of tools,
3. Assistance is
sought from
safety and security materials
colleagues to
procedures
resolve or respond 2.2 Emergency
to emergency procedures
situations 2.3 Personal
4. Details of presentation
emergency 3. Safety Practices
situations are 3.1 Proper disposal of
reported in line with garbage
3.2 Practice safety
enterprise procedur measures
relevant to tourism
industry
4.1 Rules,
and laws
5. Ability to make
decision
6. Time management
7. Ability to offer
alternative steps
operating equipment
9. Ability to use
observation and
Common Competencies
Cont.
----------------------------------
LO 5 : Maintain safe personal presentation standards
Page 40
Criteria Methods
1. Communication
1. Safe personal 1.1 Interactive 1. Written
standards are communication with The following 1. Lecture examination
identified and others should be
followed in line with skills
enterprise 1.3 Good working
requirements attitude 1. Procedures
1.4 Ability to work Manual on 3. Role-play 3. Interview
quietly; with safety,
cooperation; patience, security, 4. Simulation
aesthetic values
1.5 Ability to focus on 2.Availability
task at hand
of tools,
procedures
2.2 Emergency
procedures
2.3 Personal
presentation
3. Safety Practices
garbage
3.2 Practice safety
measures
relevant to tourism
industry
4.1 Rules,
and laws
5. Ability to make
decision
6. Time management
7. Ability to offer
alternative steps
operating equipment
9. Ability to use
observation and
LO 6 : Maintain a safe and secure workplace
Criteria Methods
Page 41
1. Communication
1 Workplace health, 1.1 Interactive 1. Written
safety and security communication with The following 1. Lecture examination
others should be
responsibilities are
identified skills
1.3 Good working
2 Framework to 1. Procedures
maintain attitude
1.4 Ability to work Manual on 3. Role-play 3. Interview
workplace health, quietly; with safety,
safety and security cooperation; patience, security, 4. Simulation
are maintained carefulness, health and
3 Procedures for
aesthetic values
identifying and 1.5 Ability to focus on
assessing health, 2.Availability
task at hand
safety and security 2. Systems, Processes
of tools,
hazards and risks and Operations equipment,
are implemented 2.1 Workplace health, supplies and
4 Injuries, illnesses procedures
and incidents are 2.2 Emergency
investigated procedures
2.3 Personal
5 Organization's presentation
health, safety and 3. Safety Practices
security 3.1 Proper disposal of
effectiveness are garbage
evaluated 3.2 Practice safety
measures
relevant to tourism
industry
4.1 Rules,
and laws
5. Ability to make
decision
6. Time management
7. Ability to offer
alternative steps
operating equipment
9. Ability to use
observation and
Common Competencies
Cont.
----------------------------------
Page 42
UNIT OF COMPETENCY : PROVIDE EFFECTIVE CUSTOMER SERVICE
MODULE TITLE : PROVIDING EFFECTIVE CUSTOMER SERVICE

MODULE DESCRIPTOR : attitudes in providing effective customer service. It
includes greeting customer, identifying customer needs,
delivering service to customer, handling queries through
use of common business tools and technology and
handling complaints/conflict situation, evaluation and
recommendation.
LO 1. Greet customer
LO 2 : Identify needs of customer
LO 3 : Deliver service to customer
LO 4 : Handle queries through use of common business tools and

technology
LO 5 : Handle complaints/conflict situations, evaluation and

recommendations
Common Competencies
Cont.
----------------------------------
Page 43
LO 1. Greet customer
Criteria Methods
1. Communication
1.1 Customers are 1.1 Interactive 1. Written
greeted communication with The following 1. Lecture examination
according to others should be
enterprise 1.2 Interpersonal provided : 2. 2. Practical
skills/social graces
procedure with sincerity
1.2 Verbal and non- 2. Safety Practices 1. Availability
verbal 2.1 Safe work of 3. Role-play
communication practices telephone,
s are 2.2 Personal hygiene fax machine, 4. Simulation
appropriate to 3. Attitude internet, etc.
the given 3.1 Attentive, patient
situation and cordial 2.Availability
1.3 Non verbal 3.2 Eye-to-eye contact of data, on
3.3 Maintain teamwork
communication and cooperation
projects and
are observed 4. Theory services,
when 4.1 Selling/up selling tariff and
responding to techniques rates,
customers 4.2 Interview promotional
1.4 Sensitivity to techniques activities in
cultural and 4.3 Conflict resolution place, etc.
social 4.4 Communication
differences is process 3. Availability
4.5 Communication
demonstrated barriers
of office
5. Effective supplies.
communication skills
6. Non-verbal
communication –
body language
7. Good time
management
8. Ability to work calmly
and unobstrusively
effectively
telephone inquiries
and conversations
10. Correct procedure in
handling telephone
inquiries
11. Proper way of
handling complaints
12. Ability to apply basic
principles of conflict
resolution and
respond to
complaints.
LO 2 : Identify needs of customer
Criteria Methods
1. Communication
1. Appropriate 1.1 Interactive 1. Written
Page 44
interpersonal skills communication with The following 1. Lecture examination
are used to ensure others should be
that customer needs 1.2 Interpersonal provided : 2. 2. Practical
are accurately skills/social graces Demonstration Demonstration
with sincerity
identified 2. Safety Practices
1. Availability
2.1 Safe work of 3. Role-play
2. Customer needs practices telephone,
are assessed for 2.2 Personal hygiene fax machine, 4. Simulation
urgency so that 3. Attitude internet, etc.
priority for service 3.1 Attentive, patient
delivery can be and cordial 2.Availability
identified 3.2 Eye-to-eye contact of data, on
3.3 Maintain teamwork projects and
and cooperation
3. Customers are 4. Theory
services,
provided with 4.1 Selling/up selling tariff and
information techniques rates,
4.2 Interview promotional
4. Personal limitation techniques activities in
in addressing 4.3 Conflict resolution place, etc.
customer and 4.4 Communication
colleague needs is process 3. Availability
identified and where 4.5 Communication of office
barriers
appropriate, 5. Effective
supplies.
assistance is sought communication skills
from supervisor 6. Non-verbal
communication –
body language
7. Good time
management
and unobstrusively
effectively
telephone inquiries
and conversations
handling telephone
inquiries
11. Proper way of
handling complaints
resolution and
respond to
complaints.
Common Competencies
Cont.
----------------------------------
LO 3 : Deliver service to customers
Page 45
Criteria Methods
1. Communication
1. Customer needs 1.1 Interactive 1. Written
are promptly communication with The following 1. Lecture examination
attended to in others should be
line with 1.2 Interpersonal provided : 2. 2. Practical
skills/social graces
enterprise with sincerity
procedure 2. Safety Practices 1. Availability
2 Appropriate 2.1 Safe work of 3. Role-play
rapport is practices telephone,
maintained with 2.2 Personal hygiene fax machine, 4. Simulation
customer to 3. Attitude internet, etc.
enable high 3.1 Attentive, patient
quality service and cordial 2.Availability
delivery 3.2 Eye-to-eye contact of data, on
3.3 Maintain teamwork
3 Opportunity to and cooperation
projects and
enhance the 4. Theory services,
quality of 4.1 Selling/up selling tariff and
service and techniques rates,
products are 4.2 Interview promotional
taken wherever techniques activities in
possible 4.3 Conflict resolution place, etc.
4.4 Communication
process 3. Availability
4.5 Communication
barriers
of office
6. Non-verbal
communication –
body language
7. Good time
management
and unobstrusively
effectively
telephone inquiries
and conversations
handling telephone
inquiries
11. Proper way of
handling complaints
resolution and
respond to
complaints.
LO 4 : Handle queries through use of common business tools and

technology
Criteria Methods
1. Communication
1. Customer needs 1.1 Interactive 1. Written
are promptly communication with The following 1. Lecture examination
attended to in others should be
1.2 Interpersonal
Page 46
line with skills/social graces provided : 2. 2. Practical
enterprise with sincerity Demonstration Demonstration
procedure 2. Safety Practices 1. Availability
2 Appropriate 2.1 Safe work of 3. Role-play
practices
rapport is 2.2 Personal hygiene
telephone,
maintained with 3. Attitude fax machine, 4. Simulation
customer to 3.1 Attentive, patient internet, etc.
enable high and cordial
quality service 3.2 Eye-to-eye contact 2.Availability
delivery 3.3 Maintain teamwork of data, on
3 Opportunity to and cooperation projects and
enhance the 4. Theory services,
quality of 4.1 Selling/up selling tariff and
techniques
service and 4.2 Interview
rates,
products are techniques promotional
taken wherever 4.3 Conflict resolution activities in
possible 4.4 Communication place, etc.
process
4.5 Communication 3. Availability
barriers of office
6. Non-verbal
communication –
body language
7. Good time
management
and unobstrusively
effectively
telephone inquiries
and conversations
handling telephone
inquiries
11. Proper way of
handling complaints
resolution and
respond to
complaints.
Common Competencies
Cont.
----------------------------------
LO 5 : Handle complaints/conflict situations, evaluation and recommendations
Page 47
Criteria Methods
1. Communication
1. Guests are greeted 1.1 Interactive 1. Written
with a smile and communication with The following 1. Lecture examination
eye-to-eye contact others should be
2. Responsibility for skills/social graces
with sincerity
resolving the
2. Safety Practices 1. Availability
complaint is taken
2.1 Safe work of 3. Role-play
within limit of
practices telephone,
responsibility and
2.2 Personal hygiene fax machine, 4. Simulation
according to 3. Attitude internet, etc.
enterprise policy 3.1 Attentive, patient
3. Nature and details and cordial 2.Availability
of complaint are 3.2 Eye-to-eye contact of data, on
established and 3.3 Maintain teamwork
and cooperation
projects and
agreed with the
4. Theory services,
customer
4.1 Selling/up selling tariff and
4. Threats to
techniques rates,
personal safety
4.2 Interview promotional
are identified and techniques activities in
managed to 4.3 Conflict resolution place, etc.
personal safety of 4.4 Communication
customers or process 3. Availability
colleagues and 4.5 Communication
barriers
of office
appropriate
assistance is
organized communication skills
6. Non-verbal
5.Appropriate action
communication –
is taken to resolve body language
the complaint to the 7. Good time
customers management
satisfaction 8. Ability to work calmly
wherever possible and unobstrusively
6. Conflict situations effectively
are resolved within 9. Ability to handle
scope of individual telephone inquiries
and conversations
responsibility by
applying effective handling telephone
communication inquiries
skills and 11. Proper way of
according to handling complaints
enterprise policy 12. Ability to apply basic
resolution and
respond to
complaints.
CORE COMPETENCIES
UNIT OF COMPETENCY: PROVIDE HOUSEKEEPING SERVICES TO GUESTS
Page 48
MODULE TITLE: PROVIDING HOUSEKEEPING SERVICES TO GUESTS
This module deals with the skills and knowledge required

MODULE DESCRIPTOR:
to provide a range of general housekeeping services to
guests.
LO 1. Receive housekeeping requests

LO 2. Provide/Service housekeeping requests
LO 3. Provide advice to guest
LO 4. Liaise with other departments
LO 1 : Receive housekeeping requests
Criteria Methods
Page 49
1.1 Guest/staff 1. Knowledge of The following 1.
housekeeping typical MUST be 1. Lecture - Questioning
requests and housekeeping provided : Discussion
service delivery services and 2. Practical
are accepted and procedures 1. Fully 2. Interaction Demonstration/
recorded in operational direct
accordance to 2. Knowledge on equipment in 3. observation
enterprise policies materials/solutions an accommo- Demonstration
and procedure. and equipment dation 3. Portfolio
1.2 Details of environment, evidence
requests made are including
confirmed and guests rooms 4, Interview
noted in and various
accordance with housekeeping
enterprise equipment and
procedures solutions
1.3 Apologies are
made when a
request has arisen
from a delayed
delivery of service
1.4 Request not
related to
housekeeping are
referred to
appropriate
department.
LO 2 : Provide/Service housekeeping requests
Page 50
Page 51
Contents Assessment
Conditions Methodologies
Methods
2.1 Iden 1. Knowledge of 1.

tified service/item typical The following 1. Lecture - Questioning
is obtained housekeeping MUST be Discussion
through liaison services and provided : 2. Practical
with other staff in procedures 2. interaction Demonstration/
accordance with 1. Fully direct
enterprise 2. Knowledge on operational 3. observation
procedures materials/solutions equipment in Demonstration
2.2 Req and equipment an accommo- 3. Portfolio
uired items are dation evidence
located and environment,
delivered to guest including 4, Interview
room in guests rooms
accordance with and various
enterprise housekeeping
procedures equipment and
2.3 Equ solutions
ipment is set up in
guest room in
accordance with
the request of the
guest
2.4 Req
uested items are
removed from
guest rooms in
accordance with
enterprise
procedures.
Assessment Criteria
3. Provide advice to guest
Criteria Methods
Page 52
2.1 Identified 1. Knowledge of
BLUERIDGE PACIFIC INSTITUTE INC – HK NC 1.
II 2017
service/item is typical The following 1. Lecture Questioning
obtained housekeeping MUST be
through liaison services and provided : 2. 2. Practical

CBC Tesda New Format HK Long

Uploaded by

Copyright:

Available Formats

CBC Tesda New Format HK Long

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

CBC Tesda New Format HK Long

Uploaded by

Copyright:

Available Formats

TESDA-OP CO-01-F11

Course Title: HOUSEKEEPING

Trainee Entry Requirements :

Trainees or students who wish to enter this course should possess

 can communicate in English both oral and written;

1.1 Obtain and convey

3.1 Integrate personal

2. Observe 2. Observing 2.1 Follow hygiene procedures

List of recommended tools, equipment and materials for the training of

QTY ITEM QTY ITEM

QTY ITEM QTY ITEM

Discretionary Supplies Protective Clothing

Based on the class intake of 25 students/trainees, the following are necessary:

Area in Sq. Total Area in Sq.

Lecture 8 x 5 m. 40 sq. m. 40 sq. m.

Demo/Mock/ Room 4 x 6 m. 24 sq. m. 24 sq. m.

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

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

This module covers the knowledge, skills and attitudes

NOMINAL DURATION: 4 hours

SUMMARY OF LEARNING OUTCOMES:

LO 1. Obtain and convey workplace information

Details of Learning Outcomes:

LO1 . Obtain and convey workplace

1.1 Specific and

LO2 . Speak English at a basic operational level

LO3 . Participate in workplace meetings and discussions

LO4. Complete relevant work related documents

UNIT OF COMPETENCY: WORK IN TEAM ENVIRONMENT

NOMINAL DURATION: 4 hours

SUMMARY OF LEARNING OUTCOMES:

LO1 Describe team role and scope

LO 2 . LO2 Identify own role and responsibility within team

LO3 Work as a team member

LO4 Work effectively with colleagues

LO5 Work in a socially diverse environment

LO1 . Describe team role and scope

LO2 . Identify own role and responsibility within team

LO3. Work as a team member

LO4 . Work effectively with colleagues

LO5 . Work in socially diverse environment

Assessment Contents Conditions Methodologies Assessment

UNIT OF COMPETENCY: PRACTICE CAREER PROFESSIONALISM

MODULE TITLE : PRACTICING CAREER PROFESSIONALISM

NOMINAL DURATION: 4 hours

SUMMARY OF LEARNING OUTCOMES:

LO 1. Integrate personal objectives with organizational goals

Details of Learning Outcomes:

LO1 . Integrate personal objectives with organizational goals

1. Personal growth 1.Work values and 1. Portfolio

1 . Compeling 1.Work values and 1. Portfolio

LO3 . Maintain professional growth and development

1. Trainings and 1.Work values and 1. Portfolio

PRACTICING OCCUPATIONAL HEALTH AND

This module covers the outcomes required to comply

NOMINAL DURATION: 8 hours

SUMMARY OF LEARNING OUTCOMES:

LO 1 . Identify hazards and risk

LO 2. Evaluate hazards and risks