HOUSEKEEPING NC II – TESDA COURSE MODULE

TESDA TRAINING REGULATIONS FOR HOUSEKEEPING NC II

The TESDA Course in HOUSEKEEPING NC II 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.

This Qualification is packaged from the competency map of the Tourism Sector (Hotel and Restaurant).

TRAINEE ENTRY REQUIREMENTS

Trainees or students wishing to enroll in these course qualifications should possess the following requirements:

• Must have finished 10 years of basic education or Alternative Learning System (ALS) equivalent
• Must be able to communicate both orally and in writing
• Can perform basic mathematical computations

A student who has achieved this TESDA Course in HOUSEKEEPING NC II is competent to be:

• Junior Cleaner
• Assistant Cleaner
• Assistant Public Area Cleaner
• Cleaner
• Public Area Cleaner
• Attendant
• Room/Cabin Attendant/Room Maid
• Laundry Attendant
• Housekeeping Attendant
• Butler

HOUSEKEEPING NC II – TRAINING AND REGULATION MODULE

Course Title: HOUSEKEEPING
Level: NC II
Nominal Training Duration :

(Basic Competency) 18 Hours
(Common Competency) 18 Hours
(Core Competency) 400 Hours

Total Duration: 436 Hours

This course is designed to enhance the knowledge, skills and attitude of housekeeping staff in housekeeping services, preparing guest’s rooms, providing valet/butler service, laundering linen and guest’s clothes, cleaning premises and equipment in accordance with industry standards.

COMPETENCIES REQUIRED IN HOUSEKEEPING NC II

This units of competency comprising this qualification include Basic, Common, and Core Competencies.

To obtain this TESDA course in HOUSEKEEPING NC II, all units prescribed for this qualification must be achieved.

These units of competency comprising this qualification include the following:

UNIT CODE	CORE COMPETENCIES (400 Hours)
TRS5123111	Provide housekeeping services to guests
TRS5123112	Clean and prepare rooms for incoming guests
TRS5123113	Provide valet/butler service
TRS5123114	Laundry linen and guest clothes
TRS5123115	Clean public areas, facilities and equipment
TRS5123122	Deal with/Handle intoxicated guests
UNIT CODE	COMMON COMPETENCIES (18 Hours)
TRS311201	Develop and update industry knowledge
TRS311202	Observe workplace hygiene procedures
TRS311203	Perform computer operations
TRS311204	Perform workplace and safety practices
TRS311205	Provide effective customer service
UNIT CODE	BASIC COMPETENCIES (18 Hours)
500311105	Participate in workplace communication
500311106	Work in a team environment
500311107	Practice career professionalism
500311108	Practice occupational health and safety procedures

This section gives the details and contents of the units of competency required in HOUSEKEEPING NC II. These units of competency are categorized into basic, common and core competencies.

CORE COMPETENCIES

This section gives the details of the contents of the core units of competency required in HOUSEKEEPING NC II.

UNIT OF COMPETENCY : PROVIDE HOUSEKEEPING SERVICES TO GUESTS
UNIT CODE : TRS5123111

This unit of competency deals with the skills and knowledge required to provide a range of general housekeeping services to guests.

1. Receive housekeeping requests
   • Guest/staff housekeeping requests and service delivery are accepted and recorded in accordance to enterprise policies and procedure.
   • Details of requests made are confirmed and noted in accordance with enterprise procedures
   • Apologies are made when a request has arisen from a delayed delivery of service
   • Request not related to housekeeping are referred to appropriate department.
2. Provide/ Service housekeeping requests
   • Identified service/item is obtained through liaison with other staff in accordance with enterprise procedures
   • Required items are located and delivered to guest room in accordance with enterprise procedures
   • Equipment is set up in guest room in accordance with the request of the guest
   • Requested items are removed from guest rooms in accordance with enterprise procedures.
3. Provide advice to guest
   • Guest is advised on services and items available through housekeeping department
   • Guest is advised on use of items delivered to guest room
   • The proper use of delivered item to the guest room is demonstrated to guest
   • Liaise with other staff and department to provide support services
4. Liaise with other departments
   • Equipment malfunction is reported to appropriate personnel in accordance with enterprise procedures
   • Management is advised on dangerous or suspicious circumstances in accordance with enterprise procedures.
   • Other departments are updated on the status of service requests

UNIT OF COMPETENCY : CLEAN AND PREPARE ROOMS FOR INCOMING GUESTS
UNIT CODE : TRS5123112

The unit deals with the skills and knowledge required from housekeeping attendants to clean and prepare rooms for incoming guests in a commercial accommodation establishment.

1. Set up equipment and trolleys
   • Cleaning, supplies and equipment required for servicing rooms are correctly selected and prepared for use
   • Supplies for trolleys are accurately identified and selected or ordered in sufficient numbers in accordance with enterprise procedures
   • Trolleys are safely loaded with adequate supplies in accordance with enterprise procedures
2. Access rooms for servicing
   • Rooms requiring service are correctly identified based on information supplied to housekeeping staff
   • Rooms are accessed in accordance with the establishment’s customer service and security procedures
3. Make up beds
   • Beds and mattresses are stripped, pillows and linen are checked for stains and damage rooms are checked whether guests left any valuables
   • Items with stains are immediately segregated and forwarded to the Laundry Department for proper processing
   • Bed linens are replaced in accordance with enterprise standards and procedures
4. Clean and clear rooms
   • Rooms are cleaned in correct order and with minimum disruption to guests
   • All furniture, fixtures and fittings are cleaned and checked in accordance with enterprise procedures and hygiene/safety guidelines
   • Room supplies are checked, replenished or replaced in accordance with enterprise standards and procedures
   • Pests are promptly identified and appropriate action is taken in accordance with safety and enterprise procedures
   • Rooms are checked for any defects and are accurately reported in accordance with enterprise procedures
   • Damaged items are recorded in accordance with enterprise procedures
   • Any unusual or suspicious person, item or occurrence is promptly reported in accordance with enterprise procedures
   • Guest’s belongings left in vacated rooms are collected and stored in accordance with lost and found enterprise procedures
5. Clean and store trolleys and equipment
   • Trolleys and equipment are cleaned after use in accordance with safety and enterprise procedures
   • All items are correctly stored in accordance with enterprise procedures
   • Supplies and items are checked and replenished or reordered in accordance with enterprise procedures
   • Additional housekeeping services is provided as requested in accordance with enterprise procedures
   • Turn over procedure for next shift is carried out in accordance with enterprise procedures

UNIT OF COMPETENCY : PROVIDE VALET/BUTLER SERVICE
UNIT CODE : TRS5123113

This unit of competency deals with the skills and knowledge required to provide valet/butler services in a commercial accommodation establishment. This role would generally be undertaken by staff members with sound organizational and interpersonal skills within limit of responsibility.

1. Provide valet services to guests
   • Role of valet is defined in accordance with enterprise policy
   • Valet services are prepared to be delivered
   • Valet services is delivered within limit of responsibility
   • Valet services is recorded
2. Display professional standards
   • Rapport is established and feelings of goodwill are enhanced between the guest within limit of responsibility
   • Knowledge of individual guest’s records is accessed and utilized to provide personalized and quality services based on guest instructions and enterprise policy
   • Valet grooming and communication standards are followed, in accordance with enterprise policy
3. Care for guest property
   • Luggage is set in room based on guest instructions and enterprise policy
   • Guest clothes may be processed based on guest instructions and enterprise policy
   • Shoes are cleaned based on guest instructions
   • Repairs are made or organized based on guest instructions, in accordance with enterprise policy
   • Confidentiality of guest’s property and activities is maintained in accordance with legal and ethical requirements

UNIT OF COMPETENCY : LAUNDRY LINEN AND GUEST CLOTHES
UNIT CODE : TRS5123114

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.

1. Collect laundry for laundering functions
   • The role of an on-premise laundry is identified according to enterprise policy
   • Guest clothes are picked up in accordance with enterprise policy
   • In-house items are picked up in accordance with enterprise policy
2. Perform laundering functions
   • Items are correctly sorted and counted according to cleaning process required and urgency of the item
   • Items for laundering are checked for stains and are treated using the correct process
   • Laundry methods are selected in accordance with textile labeling codes and based on fiber and fabric, dye fastness, degree of spoilage and washing instructions
   • Laundry equipment is operated in accordance with manufacturer’s instructions
   • Any damage arising from the laundering process is recorded and appropriate person(s) is/are notified in accordance with enterprise procedures
   • Cleaning agents and chemicals are used in accordance with manufacturer’s instructions and specific laundry equipment
   • Items are checked after the laundering process to ensure quality cleaning
   • Pressing and finishing processes are correctly completed in accordance with textile characteristics and client requirements
3. Process laundered item
   • Post cleaning laundry activity are performed in accordance with enterprise policy
   • Results of cleaning are checked and appropriate additional action is taken.
   • Internal record and billing instructions are processed in accordance with enterprise procedures
   • Necessary internal laundry reports are produced
4. Return laundered item
   • Guest clothes are delivered in accordance with enterprise policy
   • In-house items are delivered in accordance with enterprise policy

UNIT OF COMPETENCY : CLEAN PUBLIC AREAS, FACILITIES AND EQUIPMENT
UNIT CODE : TRS512309115

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.

1. Select and set up equipment and materials
   • Equipment are selected according to type of cleaning to be done
   • All equipment are checked if clean and in safe working condition prior to use
   • Suitable dry and wet cleaning agents and chemicals are selected and prepared in accordance with manufacturer’s and relevant occupational health and safety requirements
   • Protective clothing are selected and used where necessary
2. Apply cleaning technique
   • Furniture, fixtures, ceilings and wallings are assessed for cleaning
   • Appropriate cleaning equipment and chemicals are selected in accordance with the type of material used
   • Cleaning technique is applied on furniture and walling materials in accordance with type of material used
   • Appropriate procedures is applied in accordance with the technique
   • Equipment and chemicals are properly cleaned and stored in accordance with manufacturer’s specifications and requirements
3. Clean dry and wet areas
   • Wet and dry areas are prepared for cleaning and hazards are identified and assessed
   • The work area is barricaded or warning signs are placed, as appropriate, to reduce risk to colleagues and customers
   • Cleaning agents or chemicals are selected and applied on specific areas in accordance with manufacturer’s recommendations, safety procedures and enterprise policies and procedures
   • Equipment are used safely in accordance with manufacturer’s recommendations
   • Garbage and used chemicals are disposed off in accordance with hygiene, safety and environmental legislation requirements
4. Maintain 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 enterprise procedures
   3. Defects are identified and reported in accordance with enterprise 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.

UNIT OF COMPETENCY : DEAL WITH/HANDLE INTOXICATED GUESTS
UNIT CODE : TRS5123122

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.

1. Determine the level of intoxication
   • Level of intoxication of guest is assessed in accordance with industry procedure.
   • Offered assistance politely to intoxicated guest in line with enterprise procedure.
   • Urgently referred difficult situation to immediate boss as per enterprise regulations.
   • Intoxicated guest lying on the floor is not touched but is carefully watched in line with industry practice.
   • Sought immediate assistance from hotel security personnel for the situations that posing a threat to safety and security according to enterprise procedure.
2. Apply appropriate procedures
   • Analyzed the situation carefully
   • Applied procedures appropriate to the situation and in accordance with organizational policy
   • Explained politely the position to the guest using appropriate communication skills
   • Assisted the guest to leave the premises when necessary in accordance with enterprise procedure.
3. Comply with legislation
   • Dealt with intoxicated persons in line with industry practice
   • Dealt with underage drinkers with caution and care in compliance with legal regulations
   • Complied with legislative requirements as per alcoholic regulations

COMMON COMPETENCIES

UNIT OF COMPETENCY : DEVELOP AND UPDATE INDUSTRY KNOWLEDGE
UNIT CODE : TRS311201

This unit of competency deals with the knowledge, skills and attitude required to access, increase and update industry knowledge. It includes information on the industry and update industry knowledge

1. Seek information on the industry
   • Sources of information on the industry are correctly identified and accessed
   • Information to assist effective work performance is obtained in line with job requirements
   • Specific information on sector of work is accessed and updated
   • Industry information is correctly applied to day-to-day work activities
2. Update industry knowledge
   • Informal and/or formal research is used to update general knowledge of the industry
   • Updated knowledge is shared with customers and colleagues as appropriate and incorporated into day-today working activities
3. Develop and update local knowledge
   • Local knowledge is developed to assist queries on local/national tourism industry
   • Local knowledge is updated using informal and/or formal research
   • Contact with local communities is maintained
4. Promote products and services to customers
   • Promotional initiatives are described that may be used to promote products and services
   • Selling skills are applied according to customer needs

UNIT OF COMPETENCY : OBSERVE WORKPLACE HYGIENE PROCEDURES
UNIT CODE : TRS311202

This unit of competency deals with the knowledge, skills and attitudes in observing workplace hygiene procedures. It includes following hygiene procedures and identifying and preventing hygiene risks.

1. Follow hygiene procedures
   • Workplace hygiene procedures are implemented in line with enterprise and legal requirements
   • Handling and storage of items are undertaken in line with enterprise and legal requirements
2. Identify and prevent hygiene risks
   • Potential hygiene risks are identified in line with enterprise procedures
   • Action to minimize and remove risks are taken within scope of individual responsibility of enterprise/legal requirements
   • Hygiene risks beyond the control of individual staff members are reported to the appropriate person for follow up

UNIT OF COMPETENCY : PERFORM COMPUTER OPERATIONS
UNIT CODE : TRS311203

This unit covers the knowledge, skills and attitudes and values needed to perform computer operations which includes inputting, accessing, producing and transferring data using the appropriate hardware and software

1. Plan and prepare for task to be undertaken
   • Requirements of task are determined
   • Appropriate hardware and software is selected according to task assigned and required outcome
   • Task is planned to ensure OHS guidelines and procedures are followed
2. Input data into computer
   • Data are entered into the computer using appropriate program/application in accordance with company procedures
   • Accuracy of information is checked and information is saved in accordance with standard operating procedures
   • Inputted data are stored in storage media according to requirements
   • Work is performed within ergonomic guidelines
3. Access information using computer
   • Correct program/application is selected based on job requirements
   • Program/application containing the information required is accessed according to company procedures
   • Desktop icons are correctly selected, opened and closed for navigation purposes
   • Keyboard techniques are carried out in line with OHS requirements for safe use of keyboards
4. Produce/output data using computer system
   • Entered data are processed using appropriate software commands
   • Data are printed out as required using computer hardware/peripheral devices in accordance with standard operating procedures
   • Files and data are transferred between compatible systems using computer software, hardware/ peripheral devices in accordance with standard operating procedures
5. Maintain computer equipment and systems
   • Systems for cleaning, minor maintenance and replacement of consumables are implemented
   • Procedures for ensuring security of data, including regular back-ups and virus checks are implemented in accordance with standard operating procedures
   • Basic file maintenance procedures are implemented in line with the standard operating procedures
   • Document systems are maintained

UNIT OF COMPETENCY : PERFORM WORKPLACE AND SAFETY PRACTICES
UNIT CODE : TRS311204

This unit of competency deals with the knowledge, skills and attitudes in following health, safety and security practices. It includes dealing with emergency situations and maintaining safe personal presentation standards.

1. Follow workplace procedures for health, safety and security practices
   •  Correct health, safety and security procedures are followed in line with legislation, regulations and enterprise procedures
   • Breaches of health, safety and security procedures are identified and reported in line with enterprise procedure
   • Suspicious behavior or unusual occurrence are reported in line with enterprise procedure
2. Perform child protection duties relevant to the tourism industry
   •  Issue of sexual exploitation of children is identified
   • National, regional and international actions are described to prevent the sexual exploitation of children
   • Actions that can be taken in the workplace are described to protect children from sexual exploitation
3. Observe and monitor people
   • Areas and people who require observation and monitoring is prepared
   • Observation and monitoring activities are implemented
   • Apprehension of offenders are determined
   • Offenders are arrested according to enterprise procedures
   • Administrative responsibilities are fulfilled
4. Deal with emergency situations
   • Emergency and potential emergency situations are recognized and appropriate action are taken within individual’s scope of responsibility
   • Emergency procedures are followed in line with enterprise procedures
   • Assistance is sought from colleagues to resolve or respond to emergency situations
   • Details of emergency situations are reported in line with enterprise procedures
5. Maintain safe personal presentation standards
   • Safe personal standards are identified and followed in line with enterprise requirements
6. Maintain a safe and secure workplace
   • Workplace health, safety and security responsibilities are identified
   • Framework to maintain workplace health, safety and security are maintained
   • Procedures for identifying and assessing health, safety and security hazards and risks are implemented
   • Injuries, illnesses and incidents are investigated
   • Organization’s health, safety and security effectiveness are evaluated

UNIT OF COMPETENCY : PROVIDE EFFECTIVE CUSTOMER SERVICE
UNIT CODE : TRS311205

This unit of competency deals with the knowledge, skills and 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.

1. Greet customer
   • Customers are greeted according to enterprise procedure
   • Verbal and non-verbal communications are appropriate to the given situation
   • Non verbal communication are observed when responding to customers
   • Sensitivity to cultural and social differences is demonstrated
2. Identify needs of customers
   • Appropriate interpersonal skills are used to ensure that customer needs are accurately identified
   • Customer needs are assessed for urgency so that priority for service delivery can be identified
   • Customers are provided with information
   • Personal limitation in addressing customer and colleague needs is identified and where appropriate, assistance is sought from supervisor
3. Deliver service to customer
   • Customer needs are promptly attended to in line with enterprise procedure
   • Appropriate rapport is maintained with customer to enable high quality service delivery
   • Opportunity to enhance the quality of service and products are taken wherever possible
4. 4. Handle queries through use of common business tools and technology
   • Common business tools and technology are used efficiently to determine customer requirements
   • Queries/ information are recorded in line with enterprise procedure
   • Queries are acted upon promptly and correctly in line with enterprise procedure
5. Handle complaints/conflict situations, evaluation and recommendations
   • Guests are greeted with a smile and eye-to-eye contact
   • Responsibility for resolving the complaint is taken within limit of responsibility and according to enterprise policy
   • Nature and details of complaint are established and agreed with the customer
   • Threats to personal safety are identified and managed to personal safety of customers or colleagues and appropriate assistance is organized
   • Appropriate action is taken to resolve the complaint to the customers satisfaction wherever possible
   • Conflict situations are resolved within scope of individual responsibility by applying effective communication skills and according to enterprise policy

BASIC COMPETENCIES

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION
UNIT CODE : 500311105

This unit covers the knowledge, skills and attitudes required to gather, interpret and convey information in response to workplace requirements.

1. Obtain and convey workplace information
   • Specific and relevant information is accessed from appropriate sources
   • Effective questioning, active listening and speaking skills are used together and convey information
   • Appropriate medium is used to transfer information and ideas
   • Appropriate non- verbal communication is used
   • Appropriate lines of communication with supervisors and colleagues are identified and followed
   • Defined workplace procedures for the location and storage of information are used
   • Personal interaction is carried out clearly and concisely
2. Participate in workplace meetings and discussions
   • Team meetings are at ended on time
   • Own opinions are clear expressed and those of others are listened to without interruption
   • Meeting inputs are consistent with the meeting purpose and established protocols
   • Workplace interactions are conducted in a courteous manner
   • Questions about simple routine workplace procedures and matters concerning working conditions of employment are asked and responded to.
   • Meetings outcomes are interpreted and implemented
3. Complete relevant work related documents
   • Range of forms relating to conditions of employment are completed accurately and legibly
   • Workplace data is recorded on standard workplace forms and documents
   • Basic mathematical processes are used for routine calculations
   • Errors in recording information on forms/documents are identified and properly acted upon
   • Reporting requirements to supervisor are completed according to organizational guidelines

UNIT OF COMPETENCY : WORK IN TEAM ENVIRONMENT
UNIT CODE : 500311106

This unit covers the skills, knowledge and attitudes to identify role and responsibility as a member of a team.

1. Describe team role and scope
   • The role and objective of the team is identified from available sources of information
   • Team parameters, reporting relationships and responsibilities are identified from team discussions and appropriate external sources.
2. Identify own role and responsibility within team
   • Individual role and responsibilities within the team environment are identified.
   • Roles and responsibility of other team members are identified and recognized.
   • Reporting relationships within team and external to team are identified.
3. Work as a team member
   • Effective and appropriate forms of communications used and interactions undertaken with team members who contribute to known team activities and objectives.
   • Effective and appropriate contributions made to complement team activities and objectives, based on individual skills and competencies and workplace context.
   • Observed protocols in reporting using standard operating procedures.
   • Contribute to the development of team work plans based on an understanding of team’s role and objectives and individual competencies of the members.

UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM
UNIT CODE : 500311107

This unit covers the knowledge, skills and attitudes in promoting career growth and advancement.

1. Integrate personal objectives with organizational goals
   • Personal growth and work plans are pursued towards improving the qualifications set for the profession
   • Intra- and interpersonal relationships is are maintained in the course of managing oneself based on performance evaluation
   • Commitment to the organization and its goal is demonstrated in the performance of duties
2. Set and meet work priorities
   • Competing demands are prioritized to achieve personal, team and organizational goals and objectives.
   • Resources are utilized efficiently and effectively to manage work priorities and commitments
   • Practices along economic use and maintenance of equipment and facilities are followed as per established procedures
3. Maintain professional growth and development
   • Trainings and career opportunities are identified and availed of based on job requirements
   • Recognitions are sought/received and demonstrated as proof of career advancement
   • Licenses and/or certifications relevant to job and career are obtained and renewed

UNIT OF COMPETENCY : PRACTICE  OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
UNIT CODE : 500311108

This unit covers the outcomes required to comply with regulatory and organizational requirements for occupational health and safety.

1. Identify hazards and risks
   • Safety regulations and workplace safety and hazard control practices and procedures are clarified and explained based on organization procedures
   • 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
   • Contingency measures during workplace accidents, fire and other emergencies are recognized and established in accordance with organization procedures
2. Evaluate hazards and risks
   • Terms of maximum tolerable limits which when exceeded will result in harm or damage are identified based on threshold limit values (TLV)
   • Effects of the hazards are determined
   • OHS issues and/or concerns and identified safety hazards are reported to designated personnel in accordance with workplace requirements and relevant workplace OHS legislation
3. Control hazards and risks
   • Occupational Health and Safety (OHS) procedures for controlling hazards/risks in workplace are consistently
     followed
   • Procedures for dealing with workplace accidents, fire and emergencies are followed in accordance with organization OHS policies
   • Personal protective equipment (PPE) is correctly used in accordance with organization OHS procedures and practices
   • Appropriate assistance is provided in the event of a workplace emergency in accordance with established organization protocol
4. Maintain OHS awareness
   • Emergency-related drills and trainings are participated in as per established organization guidelines and procedures
   • OHS personal records are completed and updated in accordance with workplace requirements

DEFINITION OF TERMS

• Protective Clothing – used to safeguard a worker from harmful chemicals and other cleaning supplies and equipment; examples include gloves, face masks, aprons and rubber boots
• Caddy – used to carry different kinds of cleaning materials
• Carpet Sweeper – A handy type of sweeper used to pick-up dirt and foreign matters from the carpet surface
• Disinfectant – Chemical used to eliminate the growth of disease and odor causing germs and bacteria
• Squeegee – Hand-held tool used to clean glass windows and doors
• Lodging Agreement – House rules as defined by the establishments
• Contact List – Directory of establishments and services around the area such as churches, restaurants, hospitals, and jogging routes
• Customer Preference Profiles – Information pertaining to guest and his/her preferences such as dietary requirements, birthday, religion, and contact details